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X-WR-CALDESC:Events for Practical CSM
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DTSTART;TZID=UTC:20260528T090000
DTEND;TZID=UTC:20260528T100000
DTSTAMP:20260521T220305
CREATED:20260512T134754Z
LAST-MODIFIED:20260512T134754Z
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SUMMARY:Stay Ahead of the Storm: Elevate Your Weather Alerting Communications
DESCRIPTION:Join our Customer Success Team who will review effective use of Everbridge for critical weather events.
URL:https://practicalcsm.com/event/stay-ahead-of-the-storm-elevate-your-weather-alerting-communications/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260603T130000
DTEND;TZID=UTC:20260603T140000
DTSTAMP:20260521T220305
CREATED:20260429T093022Z
LAST-MODIFIED:20260429T093022Z
UID:10000625-1780491600-1780495200@practicalcsm.com
SUMMARY:Free live session: The end of the customer success platform era
DESCRIPTION:Everyone’s talking about proactive customer success. Fewer teams are actually achieving it. \nJoin us for a candid\, operator-led conversation with Jenna McLaughlin\, Sr. Director of Renewals at Pendo\, and Jay Nathan\, CEO at Balboa\, on why the traditional CS platform model is breaking down and what’s replacing it. \nThis isn’t another pitch for more tooling. It’s a practical look at why CSMs are stuck reacting too late\, how fragmented data slows down action\, and what happens when AI starts doing the monitoring\, prioritisation\, and recommendation work for you. \nWe’ll unpack how leading teams are closing the gap between risk and action without adding more dashboards\, more logins\, or more manual effort. \nBy signing up for the live session\, you agree to receive marketing communications from Pendo about its products\, services\, and events. Consent can be withdrawn at any time. See Pendo’s Privacy Policy here: https://www.pendo.io/legal/privacy-policy/
URL:https://practicalcsm.com/event/free-live-session-the-end-of-the-customer-success-platform-era/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260609T170000
DTEND;TZID=UTC:20260609T180000
DTSTAMP:20260521T220305
CREATED:20260429T094347Z
LAST-MODIFIED:20260429T094347Z
UID:10000628-1781024400-1781028000@practicalcsm.com
SUMMARY:The New Rules of CS: Identifying Early Expansion Signals
DESCRIPTION:Expansion is becoming harder to earn. \nIn a market where it’s easier than ever to build and switch between products\, growth doesn’t come from timing a well-placed upsell. It comes from proving value continuously and recognizing when customers are ready for more before they ask. \nIn this session\, Matt Middleton\, Director of Customer Account Management\, will break down how leading CS teams are rebuilding their expansion motion for this new reality. You’ll learn how to move beyond opportunistic upsells and toward a system that identifies where growth actually exists\, acts on it at the right moment\, and aligns teams around it. \nWhat we’ll unpack: \n\nWhat expansion signals actually look like today\, and why most teams miss them\nHow to influence expansion earlier in the customer journey\nHow to build a shared expansion motion across CS\, Sales\, and Product without creating friction or overlap
URL:https://practicalcsm.com/event/the-new-rules-of-cs-identifying-early-expansion-signals/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260611T150000
DTEND;TZID=UTC:20260611T160000
DTSTAMP:20260521T220305
CREATED:20260429T101210Z
LAST-MODIFIED:20260429T101210Z
UID:10000631-1781190000-1781193600@practicalcsm.com
SUMMARY:Scale CS with Partners
DESCRIPTION:​Scale CS with Partners \n​Thursday 11 June · 16:00 CET · 30 min \n​Partner-led growth is accelerating. More and more B2B SaaS companies are building and scaling their business through resellers\, implementors\, and channel partners — and increasingly\, those partners are taking on a bigger role in customer success too. \n​Your partners are already talking to your customers. They’re doing implementations\, running training\, handling support. In many businesses\, they’re the primary relationship. \n​So why aren’t they a formal part of your CS motion? \n​The companies winning at partner-led growth have figured out that partners aren’t a channel to manage around — they’re an extension of your CS capability. When partners are set up to drive success\, your reach multiplies without your headcount growing. \n​But making that work requires a different approach. Different visibility\, different playbooks\, different ways of measuring health and risk across a network you don’t fully control. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares a practical framework for turning your partner network into a scalable CS motion. \n​You’ll leave with: \n​→ How to structure the CS relationship when a partner sits between you and your customer → What partners need to drive success — and what you need to stay in control → How AI enables your partners to act as CS professionals without becoming one \n​Hands-on\, 30 minutes\, no fluff. Built for CS and revenue leaders scaling through partners. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/scale-cs-with-partners/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260611T190000
DTEND;TZID=UTC:20260611T200000
DTSTAMP:20260521T220305
CREATED:20260512T133359Z
LAST-MODIFIED:20260512T133359Z
UID:10000638-1781204400-1781208000@practicalcsm.com
SUMMARY:Outcome-Based Pricing: What Actually Works
DESCRIPTION:Outcome-based pricing is everywhere in the conversation—and nowhere near as common in practice as it might seem. In this session\, Bo DiMuccio (TSIA) and Peter Fitzpatrick (Kantata) separate signal from noise and focus on what services organizations are actually doing today. \nOverview\n\n\nSummary\n\nServices leaders are under growing pressure to move beyond effort-based models\, especially as AI and automation reshape the economics of delivery. The promise of pricing on outcomes is compelling: stronger margins\, tighter alignment with customer value\, and a path out of the constraints of billable hours. But inside most organizations\, the reality is more complex.\n\nChallenges\n\nDifferent parts of the business are asking very different questions. Executives see a strategic imperative. Delivery teams see operational risk. Finance sees revenue timing and exposure. And across the board\, there’s uncertainty about what “outcome-based” actually means in practice. So what’s really happening in the market? \n\nKey takeaways\n\n\n\n\n\nWhat Outcome-Based Pricing Actually Looks Like Today\nLearn which outcome-based pricing models services organizations are actually using\, and why most firms are not jumping straight to pure outcome-based pricing. \n\n\n\n\n\n\n\nWhy Hybrid Models Are Gaining Ground\nSee how leading organizations are using hybrid approaches like Cost++ to balance customer value\, delivery risk\, and revenue predictability. \n\n\n\n\n\n\n\nWhat Has to Change Operationally to Make It Work\nUnderstand the operational shifts required to support outcome-based pricing\, from standardization and measurement to attribution and customer alignment.
URL:https://practicalcsm.com/event/outcome-based-pricing-what-actually-works/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260616T170000
DTEND;TZID=UTC:20260616T180000
DTSTAMP:20260521T220305
CREATED:20260407T185902Z
LAST-MODIFIED:20260407T185902Z
UID:10000616-1781629200-1781632800@practicalcsm.com
SUMMARY:Executive Presence: The art of being seen\, heard\, & trusted to build success
DESCRIPTION:In the second of our ‘Building Bridges’ series\, ‘Executive Presence’ is an OpenText webinar in partnership with AchieveUnite\, designed to help leaders strengthen credibility\, confidence\, and influence in high-visibility moments. Learn how to apply four core executive presence behaviors\, avoid common credibility pitfalls\, and communicate with clarity\, composure\, and trust. Attendees will leave with practical techniques and one high-impact behavior they can apply immediately in meetings\, partner conversations\, and executive settings. \nAttendees will learn how to:\n• Strengthen composure and confidence in high-pressure conversations and leadership moments\n• Understand the four executive presence behaviors to communicate with clarity\, conviction\, and trust\n• Identify personal presence strengths and growth areas\, including leadership blind spots\n• Avoid common credibility derailers such as over-explaining\, hedging language\, and reactive responses\n• Recognize how to convey calm authority and professional credibility\n• Improve influence in executive\, partner\, and customer discussions\n• Be able to commit to one visible\, high-impact behavior that strengthens presence immediately in real work situations \nThis session helps leaders:\n• Communicate more clearly and confidently in executive and partner settings\n• Build trust faster with teams\, stakeholders\, and customers\n• Strengthen credibility and decision influence\n• Lead high-stakes conversations with greater calm\, clarity\, and authority\n• Improve leadership presence in meetings\, presentations\, and critical business moments
URL:https://practicalcsm.com/event/executive-presence-the-art-of-being-seen-heard-trusted-to-build-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
DTSTAMP:20260521T220305
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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DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260521T220305
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:20260618T220000
DTEND;TZID=UTC:20260618T220000
DTSTAMP:20260521T220305
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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