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DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
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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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DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260521T214611
CREATED:20260429T100623Z
LAST-MODIFIED:20260429T100623Z
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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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DTSTART;TZID=UTC:20260618T220000
DTEND;TZID=UTC:20260618T220000
DTSTAMP:20260521T214611
CREATED:20260512T140105Z
LAST-MODIFIED:20260512T140332Z
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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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