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X-WR-CALNAME:Practical CSM
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X-WR-CALDESC:Events for Practical CSM
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260301T060000
DTEND;TZID=UTC:20260314T070000
DTSTAMP:20260408T170755
CREATED:20260209T181656Z
LAST-MODIFIED:20260209T181656Z
UID:10000592-1772344800-1773471600@practicalcsm.com
SUMMARY:A.I. Applications for Customer Success
DESCRIPTION:Learn how artificial intelligence can enhance customer service and experience. This workshop focuses on using A.I. tools\, like chatbots\, to provide 24/7 support\, resolve simple issues\, and deliver personalized interactions through intelligent automation. Gain a professional edge with this expert-led\, self-paced online workshop and earn a micro-credential that showcases your skills and sets you apart in today’s A.I.-driven workplace. \nThis program is offered in partnership with MSOE Center for Professional Education. \nINSTRUCTOR:\nPatrik Neuwirth\, MSOE Adjunct Trainer \nWHO SHOULD ATTEND:\n-Customer success professionals seeking to apply A.I. for improved engagement and efficiency. \n-Job seekers and career changers targeting roles in support\, CX\, or digital service delivery.
URL:https://practicalcsm.com/event/a-i-applications-for-customer-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260303T170000
DTEND;TZID=UTC:20260303T180000
DTSTAMP:20260408T170755
CREATED:20260209T190034Z
LAST-MODIFIED:20260209T190034Z
UID:10000596-1772557200-1772560800@practicalcsm.com
SUMMARY:Fix the broken customer experience
DESCRIPTION:In this unfiltered conversation\, John Bishara from Seismic will share how adopting an AI-native CRM transformed their customer service operations\, delivering faster resolutions at lower cost. You’ll also hear from our experts on why service teams get stuck in fragmented workflows and manual triage\, and how AI agents are changing the experience by resolving issues before customers even ask.
URL:https://practicalcsm.com/event/fix-the-broken-customer-experience/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260303T170000
DTEND;TZID=UTC:20260303T180000
DTSTAMP:20260408T170755
CREATED:20260224T181000Z
LAST-MODIFIED:20260224T181000Z
UID:10000603-1772557200-1772560800@practicalcsm.com
SUMMARY:The Post-Hype Reality of AI in CS
DESCRIPTION:AI is increasingly part of the customer success conversation\, but for many teams and leaders\, it’s still early\, and the impact is hard to explain. \nJoin Gainsight alumnus Rod Cherkas\, CEO of strategy consulting firm HelloCCO and author of The Chief Customer Officer Playbook\, Josh Schacter\, SVP of Strategy and Market Development at Gainsight\, and Casandra Brice\, VP CS Americas at Zendesk\, for an engaging discussion grounded in insights from Rod Cherkas’s AI-in-Post-Sale benchmark research. \nYou’ll learn:  \n\nWhere AI is actually being adopted inside CS teams—and how deep it really goes\nWhy productivity improvements show up fast\, but real business impact lags behind\nHow expectations from boards and execs are shifting\nWhat it takes to move from experimentation to outcomes you can defend\n\nIf you’re under pressure to “do something with AI” but still struggling to show the value\, this session is for you.
URL:https://practicalcsm.com/event/the-post-hype-reality-of-ai-in-cs/
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END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260312
DTEND;VALUE=DATE:20260314
DTSTAMP:20260408T170755
CREATED:20260210T090359Z
LAST-MODIFIED:20260210T090359Z
UID:10000600-1773273600-1773446399@practicalcsm.com
SUMMARY:How To Align Revenue Teams Around The Buyer Journey
DESCRIPTION:Are your revenue teams fully aligned with your buyer’s journey? 💰 \nDisconnected systems\, rigid processes\, and slow response times aren’t just frustrating buyers – they’re leaving revenue on the table. \nIn this complimentary live session with LeanData\, we share how RevOps leaders are aligning revenue\, marketing\, and sales operations teams around the buyer journey. \nGain practical insights for eliminating friction across teams and discover how a strong orchestration foundation can transform complex operations into measurable revenue impact.
URL:https://practicalcsm.com/event/how-to-align-revenue-teams-around-the-buyer-journey/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260313T160000
DTEND;TZID=UTC:20260313T170000
DTSTAMP:20260408T170755
CREATED:20260224T173131Z
LAST-MODIFIED:20260224T173131Z
UID:10000601-1773417600-1773421200@practicalcsm.com
SUMMARY:Partner Success vs Customer Success: Why Separation Matters
DESCRIPTION:At first\, it feels efficient to run Partner Success inside Customer Success. \nThen the partner channel grows and everything gets blurry: who owns onboarding\, enablement\, renewals\, expansions\, and escalations? \nPartners ramp slower.\nCS gets pulled into channel firefighting.\nCustomers feel the gaps. \nOn Friday\, March 13\, 2026\, at 12:00 PM ET\, Ella Eng will discuss with Ivan Stefanovski (CCSS) on when Partner Success and Customer Success should split\, and what actually changes when you do it right. \nWhat we’ll cover: \n– The inflection point that forces separation\n– Org design and ownership (renewals\, expansions\, escalations)\n– Partner motions vs customer motions\n– Metrics that expose the need and prove it’s working (partner health\, PSAT\, partner-influenced GRR/NRR) \nIncentives and economics: why partner-led deals convert higher\, and when they stop being worth it
URL:https://practicalcsm.com/event/partner-success-vs-customer-success-why-separation-matters/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260317T160000
DTEND;TZID=UTC:20260317T170000
DTSTAMP:20260408T170755
CREATED:20260305T100308Z
LAST-MODIFIED:20260305T100308Z
UID:10000608-1773763200-1773766800@practicalcsm.com
SUMMARY:Is Your Community Ready for AI? A Practical Guide to Becoming LLM-Ready
DESCRIPTION:AI won’t quietly compensate for messy systems while you wait. Those outdated threads won’t get organized overnight\, vague answers won’t get clarified\, and chaotic tags won’t magically get fixed. Instead\, AI will expose those gaps when LLMs no longer surface or cite your content. So\, let’s get to work fixing it. \nOn March 17th\, Richard Millington and Jon Wishart will discuss real community examples so that you walk away with: \n\nA simple rubric to assess whether your community is AI-ready\nClear criteria for what “good” looks like in threads\, tagging\, and knowledge structure\nA stronger definition of your role\, from volume driver to knowledge architect\nThe confidence to explain your AI-readiness strategy to leadership
URL:https://practicalcsm.com/event/is-your-community-ready-for-ai-a-practical-guide-to-becoming-llm-ready/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260318T170000
DTEND;TZID=UTC:20260318T180000
DTSTAMP:20260408T170755
CREATED:20260305T095747Z
LAST-MODIFIED:20260305T095747Z
UID:10000607-1773853200-1773856800@practicalcsm.com
SUMMARY:The New Rules of CS: Treating Onboarding as a Revenue Predictor
DESCRIPTION:The biggest revenue indicators often show up in the first 30 days\, but many CS teams aren’t looking for them (or don’t know where to look). Even more problematic\, most onboarding still looks like a handoff\, a checklist\, and a race to hit time-to-value rather than a strategic moment to build momentum and set the tone for long-term success. \nIn this webinar\, Taylor Johnston\, Sr. Director\, Advisory Services at Gainsight\, will reveal how onboarding is quietly becoming one of the most powerful forecasting levers in Customer Success. You’ll learn why traditional metrics like “time to value” miss the mark\, how leading teams are looking at those first 30 days\, and what scalable onboarding really looks like in 2026\, so you can grow with confidence. \nWhat we’ll unpack: \n\nWhat leading teams track in the first 30 days to predict expansion or churn\nWhy time-to-value isn’t the only (or best) metric to measure onboarding success\nHow to scale onboarding with onboarding plays\, signals\, workflows\, and dashboards
URL:https://practicalcsm.com/event/the-new-rules-of-cs-treating-onboarding-as-a-revenue-predictor/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260318T180000
DTEND;TZID=UTC:20260318T190000
DTSTAMP:20260408T170755
CREATED:20260305T105748Z
LAST-MODIFIED:20260305T105748Z
UID:10000609-1773856800-1773860400@practicalcsm.com
SUMMARY:The State of Customer Growth & Renewal 2026
DESCRIPTION:The customer growth and renewal (CGR) industry is facing an existential pivot driven by AI economics\, marking the end of the “growth at all costs” era and the beginning of a focus on profitable growth and trust. \nOverview\n\n\nSummary\n\nIn this webinar\, TSIA explains the “Agentic Pivot” reshaping Customer Growth & Renewal in 2026 as AI Economics shifts the focus to profitable growth and trust. You’ll learn how to move from adoption-led motions to outcome telemetry and agentic AI—while overcoming pricing paralysis\, fragmented data\, and revenue volatility. The session outlines the key shifts to win: adopting the DARE framework\, building human-on-the-loop architectures\, and unifying revenue operations around NRR and expansion.\n\nChallenges\n\nMany organizations are stuck in pricing model paralysis. They resist disrupting per-user pricing\, even as AI reduces the headcount those models depend on—creating a “Success Paradox”—where proving value can mean a customer pays less. At the same time\, fragmented\, low-quality data prevents AI from delivering reliable impact\, and the move to consumption-based pricing adds revenue volatility that makes forecasting and budgeting far more complex. \n\nKey takeaways\n\n\n\n\n\nTransition to the DARE Framework\nOrganizations must move beyond linear adoption to a four-step cycle of outcome engineering and continuous value proof to drive net revenue retention (NRR). \n\n\n\n\n\n\n\nImplementation of Agentic AI\nSuccess in 2026 requires mastering ‘human-on-the-loop’ architectures\, where autonomous agents handle end-to-end tasks like routine renewals and risk detection. \n\n\n\n\n\n\n\nUnified Revenue Operations\nTo eliminate functional silos\, compensation for customer success and renewal teams must be tethered directly to NRR and expansion revenue\, aligning post-sale charters with a growth mandate.
URL:https://practicalcsm.com/event/the-state-of-customer-growth-renewal-2026/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260318T210000
DTEND;TZID=UTC:20260318T220000
DTSTAMP:20260408T170755
CREATED:20260224T180057Z
LAST-MODIFIED:20260224T180403Z
UID:10000602-1773867600-1773871200@practicalcsm.com
SUMMARY:What's your NBA?  Build CS Momentum with the Next Best Action Framework
DESCRIPTION:Join our webinar to discover the NBA Framework™: a decision-making model built for customer success leaders navigating complex customer challenges\, shifting priorities\, or career-defining moments. \nGrounded in a sport-inspired mindset where momentum is paramount\, this framework steers you from overwhelm to action by focusing on one thing: the next best play. Through three clear steps (know the game\, scan the court\, and make the play)\, you’ll learn how to reduce churn risk\, coach with confidence\, handle renewal conversations better\, and make high-impact decisions when time and clarity are limited. \nKey takeaways: \n\n\n\nUnderstand and apply the three-step NBA Framework™ to navigate complex customer and career decisions with clarity.\nIdentify high-impact moments where momentum—not perfection—is the goal\, and confidently choose a next best action.\nUse the framework as a coaching tool to develop CSMs\, guide team discussions\, and reduce decision-making friction across CS functions.
URL:https://practicalcsm.com/event/whats-your-nba-build-cs-momentum-with-the-next-best-action-framework/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260319T130000
DTEND;TZID=UTC:20260319T140000
DTSTAMP:20260408T170755
CREATED:20260305T093500Z
LAST-MODIFIED:20260305T093500Z
UID:10000605-1773925200-1773928800@practicalcsm.com
SUMMARY:How we automated customer success onboarding
DESCRIPTION:If you work in customer success\, operations\, product\, or growth and want to make your onboarding process more scalable and efficient\, this session is for you. \nIn this live session\, we’ll walk through how we automated customer success onboarding\, which steps we automated\, which tools and workflows we used\, and how we reduced manual effort while maintaining a strong customer experience. You’ll also learn what worked\, what didn’t\, and the key metrics we focused on.
URL:https://practicalcsm.com/event/how-we-automated-customer-success-onboarding/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260319T160000
DTEND;TZID=UTC:20260319T170000
DTSTAMP:20260408T170755
CREATED:20260126T175951Z
LAST-MODIFIED:20260126T175951Z
UID:10000587-1773936000-1773939600@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - March 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. \nRegister Today!
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-march-2026/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260326T170000
DTEND;TZID=UTC:20260326T173000
DTSTAMP:20260408T170755
CREATED:20260305T084853Z
LAST-MODIFIED:20260316T092117Z
UID:10000604-1774544400-1774546200@practicalcsm.com
SUMMARY:How to Run a 15-Minute QBR That Wins Executive Attention
DESCRIPTION:Learn the concise\, high-impact framework that earns executive attention\, drives strategic alignment\, and opens the door to expansion conversations.
URL:https://practicalcsm.com/event/how-to-run-a-15-minute-qbr-that-wins-executive-attention/
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