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DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
DTSTAMP:20260708T031820
CREATED:20260429T104042Z
LAST-MODIFIED:20260429T104042Z
UID:10000632-1781798400-1781802000@practicalcsm.com
SUMMARY:The handoff problem Your NRR is bleeding before onboarding ends
DESCRIPTION:Don’t be fooled into thinking your net revenue retention (NRR) is just a customer success metric. NRR is the result of every single handoff\, every alignment failure\, and every missed milestone that occurs between the moment a deal closes and the moment a customer achieves real value. \nThat gap between what was promised in the sale and what gets delivered in practice is where retention is quietly won or lost. \nWhen sales\, services\, and success operate in silos\, the customer journey fractures: time-to-value slips\, milestones go unmet\, and churn that should have been preventable becomes inevitable. \nInstead of having CSMs dive in for heroic last-minute saves\, your company should be focused on outcome continuity. \nIn this session\, Todd Kisaberth\, Chief Customer Officer\, and Steve Frost\, Head of Industry & Executive Advisory\, Customer Success at Certinia\, share how Certinia’s own go-to-market teams made that shift\, and what it meant for their customers’ time-to-value. \n\nIn this session\, you’ll learn how to:\n\nStop inheriting problems you didn’t create\, and start catching them before they land on your desk\nReplace the “surprise churn” conversation at renewal with a timeline of proof\nGet sales\, services\, and success working from the same story\, not three different versions of it\nTurn onboarding from a cost you defend into a retention metric you own\nKnow which accounts need your attention today\, not after the QBR\n\nYou’ll leave with clarity on moving beyond departmental silos\, continuous value realization\, when and how to leverage specialist AI agents\, and why transparency around implementations is pivotal for defending against churn. \n\nSpeakers\nTodd Kisaberth\nChief Customer Officer at Certinia \nTodd oversees all Certinia Customer Operations spanning Customer Success\, Professional Services\, Renewals\, Support\, Training\, and Communities. \nSteve Frost\nHead of Industry & Executive Advisory – Customer Success at Certinia \nAs a strategic consultant and advisor\, Steve leverages his 25+ years of experience in the technology industry to help clients achieve revenue growth and retention.
URL:https://practicalcsm.com/event/the-handoff-problem-your-nrr-is-bleeding-before-onboarding-ends/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T170000
DTEND;TZID=UTC:20260618T180000
DTSTAMP:20260708T031820
CREATED:20260609T094115Z
LAST-MODIFIED:20260609T094115Z
UID:10000651-1781802000-1781805600@practicalcsm.com
SUMMARY:How AI helps customer-facing teams see the full customer picture
DESCRIPTION:Customer-facing teams don’t have a data problem. They just have too many disconnected places to look for the context they need. \nCritical customer signals live across support tickets\, CRM records\, product usage\, onboarding docs\, help center content\, meeting notes\, internal conversations\, and more. \nWhen that context is fragmented\, support teams struggle to resolve issues quickly\, and customer success teams struggle to spot risk\, stay proactive\, and see what’s really happening inside an account. \nJoin Gainsight\, Glean\, and Flock for a practical conversation on how leading organizations are using AI to connect customer context across service\, support\, and success workflows — so teams can respond faster\, reduce unnecessary escalations\, identify risk earlier\, and create a more consistent customer experience. \nYou’ll hear how teams are bringing the right knowledge and signals into the flow of work\, helping frontline teams resolve more with confidence while giving success teams a clearer\, more complete view of the customer. We’ll also share how the new Glean x Gainsight integration fits into that model. \nWhat you’ll learn \n\nWhy fragmented customer signals make it harder for service\, support\, and success teams to operate proactively and efficiently\nHow AI helps support teams resolve issues faster with the right context\, while helping success teams build a clearer view of account health and risk\nPractical ways to reduce escalations\, improve onboarding and team efficiency\, and keep more work moving at the frontline\nHow connecting customer context across systems can help teams deliver a faster\, more consistent\, and more proactive customer experience
URL:https://practicalcsm.com/event/how-ai-helps-customer-facing-teams-see-the-full-customer-picture/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260708T031820
CREATED:20260429T100623Z
LAST-MODIFIED:20260429T100623Z
UID:10000630-1781809200-1781812800@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - June 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-june-2026/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260708T031820
CREATED:20260526T085849Z
LAST-MODIFIED:20260526T085849Z
UID:10000643-1781809200-1781812800@practicalcsm.com
SUMMARY:Webinar: Inside EHS Implementation: Behind the Scenes with Customer Success
DESCRIPTION:Successful EHS software implementation depends on more than just the platform. It requires clear expectations\, aligned teams\, and a structured approach to implementation and adoption. This panel discussion expands on these principles with real-world insights from VelocityEHS Customer Success experts. \nJoin us on June 18 for a live discussion built around our “Zero-Stress Guide to Successful EHS Software Implementation” eBook. Panelists will break down common implementation barriers like process uncertainty\, delays\, and low user adoption\, and show how a structured\, expectation-driven approach helps you avoid them from day one. You’ll also get an inside look at the implementation process for the VelocityEHS Accelerate® Platform’s Safety Solution\, and how our process supports faster time-to-value\, stronger engagement\, and long-term scalability. \nIf you want implementation done right the first time\, this is the conversation you need to hear. \nWhat you’ll learn:\n– How to set clear expectations and align stakeholders from the start\n– Proven strategies to accelerate adoption and time-to-value\n– Best practices for onboarding\, training\, and system configuration\n– How to avoid common implementation delays and pitfalls\n– A framework for long-term success and continuous improvement
URL:https://practicalcsm.com/event/webinar-inside-ehs-implementation-behind-the-scenes-with-customer-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T220000
DTEND;TZID=UTC:20260618T220000
DTSTAMP:20260708T031820
CREATED:20260512T140105Z
LAST-MODIFIED:20260512T140332Z
UID:10000641-1781820000-1781820000@practicalcsm.com
SUMMARY:Customer Success Festival London
DESCRIPTION:We’re convening the leaders shaping the future of Customer Success for a fast-paced day of insight and collaboration\, giving you the ability to: \n\n👉 Rethink the customer journey with a lifecycle model that actually scales.\n👉 Operationalize CS as a core part of revenue strategy across the GTM ecosystem.\n👉 Leverage AI\, automation\, and data to deliver personalization at scale.\n👉 Champion customer-centric decision-making across your entire organisation.
URL:https://practicalcsm.com/event/customer-success-festival-london/
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