CS Pulse
Join

The Rooms

What happens in a Room.

Real scenarios and real accounts context coming from everybody's day-to-day job, five practitioners and a moderator, 60 to 90 minutes on a call. Everyone talks and shares their current practices and experiences.

See upcoming RoomsHow to get a seat

60 to 90 minutes, four parts

How a Room runs.

5-10 MIN

Context drop

  • The navigator sets up the account
  • Real numbers and constraints
  • Everyone has read the brief
15-25 MIN

Mistake autopsy

  • The navigator shares a real mistake
  • The early signs, and what it cost
  • It makes it easy for everyone to be open
25-40 MIN

Scenario workshop

  • The account goes on the table
  • You pick a play and explain why
  • The group builds on each idea
10-15 MIN

Takeaways

  • Everyone names one thing to try next week
  • Room Notes follow for every member

From a real Room

“Your champion leaves. The new one walks in, and within two weeks you realise they didn't come to work with you. They came to replace you.”

The Room's advice: meet every requirement the new person raises, and record each step in your monthly account reviews. When leadership asks what you did for the account, it's all written down. And build relationships with three champions, not one.

Every scenario comes from an account someone has worked on. You get the brief 48 hours before the Room.

The two weeks around it

Before and after the call.

T-14

Room announced

The topic, the navigator and the scenario go out. Applications open the same day.

T-7

Seats confirmed

We pick for topic fit and a good mix of experience, and everyone hears back. Confirmed participants get a short input form.

T-48h

The brief

The brief arrives with the scenario and what to expect in the Room.

T+1h

Feedback

A short form. What you say shapes the next Room.

T+7

Room Notes

The key ideas, numbers and moves, written up and sent to every member.

T+21

The write-up

A public article, written from the anonymised notes.

What is said in a Room

What you share stays safe.

  • We anonymise at the source. Everything public is written from the cleaned version.
  • Views stay unattributed in Room Notes, in articles and on this site.
  • Customer and employer names stay out of everything we publish.
  • We quote from notes, not recordings, so nobody is misquoted.

All Rooms

Every Room so far.

Next Room · #043 Oct 2026

Don't Make Renewal Weird

What renewal readiness actually looks like, how to make the negotiation less awkward, and how to turn the moment into expansion.

With Jaynil PandyaSee the schedule →
Room #03

Onboarding Customers - The hook to building a long-term partnership

Onboarding across segments, told through real cases where the onboarding experience is what lost the customer.

8 Aug 2026With Gana Subramaniam
Room #02

Recovery Mode - The Art of Saving Customers Before It's Too Late

Five real retention situations, from a surprise merger to an escalation that reached the CEO, and the warning signs that did not look like warning signs.

11 Jul 2026With Abhinav Rastogi
Room #01

AI for CSMs

AI in the actual daily work of a CSM: what saves real time, what quietly makes things worse, and the shortcuts that backfire.

27 Jun 2026With Anirudh Kumar

Each Room has five seats. Members get the notes from every Room and hear first when new seats open.

Join the communitySee the schedule