The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
By Mikael Blaisdell

A common thread throughout the research of The Customer Success Management Initiative has been the interest in members of the growing CSM community to meet other professionals and to learn what is being done in their companies and groups.  Curiosity is high, and questions abound.  What will the future of CSM look like?  What will drive the CSM role to develop and mature?  What do people see as best business practices in Customer Success Management?  As teams and programs mature, what levels will be a part of the progression?  Mikael Blaisdell, Publisher of The HotLine Magazine, will be presenting a visionary and provocative look at what the future might hold in a series of CSM community meet-ups in San Francisco, Boston and Seattle over the next few months.

Sponsored by customer engagement management platform vendor Totango Inc., the first event will be held on Thursday evening, April 5th in San Mateo, CA from 7-8:30 PM.  The session is free, and is open to all CSM professionals and SaaS/Cloud company CxO’s.  Advance registration is required, and space will be limited.  To register, please click here or put the following in your browser:

The second event will be in the Boston, MA area in May, followed by another in Seattle, WA in July.  Meetings in other cities are being scheduled.

To be notified of future CSM community events, please take a moment to join the CSM mailing List of The HotLine Magazine.  Mailings to the list occur at most once per month, and you may update your preferences or unsubscribe at any time.  To join the CSM List, and/or its companion The SaaS & Support List for customer support professionals in the SaaS/Cloud sector, follow this link to sign up for a free Basic Membership in The HotLine Magazine.  If you have questions about this or other events or resources, please give me a call or post a Question here.

The Future of Customer Success Management:  A Look Ahead — SF Bay Area CSM Meetup

Mikael Blaisdell:  The HotLine Magazine
Thursday: April 5th 7-8:30

San Mateo, CA

Advance registration for this FREE event is required, and space is limited.

Use this link to register:

Sponsored by: Totango Inc.


  • 7:00 Doors open for registered attendees; Refreshments & Networking
  •  7:25 Welcome
  • 7:30 – 8:15 Mikael’s Presentation and Q&A
  • 8:15 – 8:30  Totango Customer Engagement Tips
March 24, 2012