CSCnow - exclusive customer success live streams

CSCnow is your chance to stream exclusive talks and presentations from our previous events, hosted by customer success experts and industry leaders.

It's a unique opportunity to watch the most sought-after customer success content – ordinarily reserved for CSC Pro members. Each stream delves deep into a key customer success topic, industry trend, or case study. Simply sign up to watch any of our upcoming live sessions. 

🎥 Access exclusive talks and presentations
✅ Develop your understanding of key topics and trends
🗣 Hear from experienced customer success leaders
👨‍💻 Enjoy regular in-depth sessions

Take a look at what we've got lined up 👇

• Panel: Navigating organisational value with a customer-first approach
• Strategic shift- Should CCOs hold the financial reins
• Running customer success as a product - Why, how, benefits
• How to create seamless alignment between CS and Sales

Panel discussion: The customer compass - navigating organizational value with a customer-first approach

September 30, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm BST

In this panel discussion, industry leaders explored the importance of putting the customer at the center of business strategy to drive organizational value. They discussed how a customer-first mindset can enhance long-term success by improving product design, driving internal advocacy, and fostering meaningful relationships.

CS is changing - how CCOs and CS teams need to rethink their approach

July 31, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm BST

Join us to learn more about how CCOs and CS team should rethink their approach and how to:

• Reduce churn and increase expansion
• The outside-in customer journey
• What do customers need?

and more!

Strategic shift- Should CCOs hold the financial reins

June 27, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm BST

Join us and Stuti as she explores whether Chief Technology Officers (CTOs) should be responsible for revenue. She discusses the evolving role of the CTO and shares her career journey, emphasizing the importance of revenue ownership from a leadership perspective. Stuti highlights the shift in business dynamics and customer expectations post-pandemic and presents three models for revenue ownership. She prefers a model where Sales handles new customers while Customer Success (CS) manages expansions and renewals, fostering trusted customer relationships. She concludes by stressing the need for data-driven strategies, segmentation, and collaboration with product and sales teams, tying customer outcomes to revenue metrics for organizational success.

Running customer success as a product - Why, how, benefits

May 25, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm BST

This session is led by Santosh Sahoo, focused on the challenges and strategies related to customer success (CS) within an organization. Santosh emphasizes the importance of shifting towards a more customer-centric approach and highlights various issues such as disjointed communication within CS departments, lack of alignment in key performance indicators (KPIs), and the need for a clear customer success roadmap.

Santosh advocates for a product mindset in customer success, drawing parallels with successful product launches like the iPhone. They propose the idea of "success plans" as a way to codify and deliver value to customers, with transparent entitlements and clear roadmaps. These success plans are designed to provide customers with an elevated experience, tailored to their specific needs and segments.

How to create seamless alignment between CS and Sales

March 25, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm GMT

In this session, Subash Sreenivasan discusses the critical importance of aligning sales and customer success within organizations. She emphasizes that while the ideal scenario of seamless collaboration between these two departments may not always exist, it is essential for achieving sustainable growth.

She stresses the need for proper governance structures to facilitate collaboration and measurement of outcomes. A unified customer canvas ensures a shared understanding of customer needs and goals across departments. The handoff process is crucial for seamless transition between sales and customer success, ensuring clear communication and accountability.

Throughout the session, Subash provides insights into practical strategies and metrics for effective alignment, such as customer satisfaction rates, deployment timelines, and expansion opportunities. She emphasizes the importance of collaboration and communication in fostering a culture of alignment between sales and customer success for sustainable business growth.