Customer Success Strategy Live with Rick Adams and Peter Armaly

A series of one-off FREE and LIVE events, where Rick Adams and Peter Armaly discuss a topic of interest to the Customer Success profession.


Scaling Customer Success
Wednesday 28th October 4:15pm GMT

Measuring Customer Success ROI
Wednesday 11th November 4:15pm GMT

What Should the Customer Success Function Do?
Wednesday 16th December 4:15pm GMT

Welcome to the latest addition to our training portfolio – a series of FREE events comprising a 30-ish minute prerecorded conversation between Peter Armaly, Oracle Senior Director and 2020 Top 25 Customer Success Influencer, and our very own Rick Adams, Founder and CEO of and 2020 Top 100 Customer Success Strategist, followed by a LIVE Q&A session with you the audience. Each event is on a different topic and the recordings are a reflection of the collective thoughts and wisdom of these two Customer Success thought leaders captured in friendly discussion on the selected topic.


Scaling Customer Success

Wednesday 28th October 4:15pm GMT (5:15pm CET, 11:15am EST, 8:15am PCT)

The senior executive team are agreed that Customer Success Management has been proven to be successful in supporting the business’ growth and retention targets. They are committed to providing a certain amount of funding to enable the existing CS function to grow in order to reach all customers rather than just Tier One customers (as happens currently). The problem is that the available cash is not enough to simply extend the same type and level of CS service the function currently offers to Tier One customers to the remainder of the customers. The money just won’t stretch that far! In this 45 minute online session, Peter and Rick discuss some of the different options available to a Customer Success function that might enable it to scale wisely, allowing it to reach all customers, but ways which are affordable whilst still generating excellent results and whilst retaining a high quality experience for customers.

A 30 minute conversation between Customer Success profession thought leaders Rick Adams from and Peter Armaly from Oracle on a range of CS-related topics, followed by a LIVE Q&A session with the audience!

Speakers for this Workshop

Rick Adams

Founder & CEO of Practical CSM

Rick is an independent author, trainer and consultant, specializing in helping businesses deliver measurable value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his own startup software-as-a-service business. Rick has delivered Customer Success and Business Outcomes training and consultancy to many hundreds of businesses and thousands of technology professionals in over 30 countries across four continents and his book “Practical Customer Success Management” is available from all good book retailers.

Peter Armaly

Senior Marketing and Customer Success Professional