In Customer Success, we use data for all sorts of things like analyzing customer health scores, looking for trends in Voice of the Customer (VoC) programs, and capacity planning for short and long-term strategic decision making. If you know anything about us here at ESG, you know that we love data! Big data, small data, […]
READ MOREVoice of the Customer (VoC) programs are extremely valuable for collecting customer feedback and deeper insights into the health of your customer relationships. A good VoC program is comprehensive and involves gathering feedback from many different channels. The best VoC programs not only collect and analyze customer data and feedback from a variety of sources, […]
READ MOREI’ve never been a CFO, but I’ve known and worked with more than a few – some have been friends – and one is a current colleague, Ted. Ted’s a great guy. Humble, unassuming, smart, and intimidating in a friendly way. I think Ted and all the CFOs I’ve known might see themselves in this […]
READ MORECustomer Success leaders have a lot in common with rockstars. We’re all excellent storytellers. We are energetic about our work. We aim to deliver the absolute best experiences imaginable. We do well in front of crowds (i.e., customers). And we both go on tour. As a CS leader, you might not be as familiar with […]
READ MOREI was on the varsity football team in high school and I not-so-secretly wanted to be seen as another #88 – Lynn Swann, the graceful and magic-handed wide receiver for the Pittsburg Steelers. Every other guy I knew wanted to be #58 – Jack Lambert, the quick on his feet and hard-hitting middle linebacker for […]
READ MOREThere’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Checking to see how the teams’ effort yesterday affected today’s retention rates, the number of customers whose health score were improved, customers lagging on adoption and TFV realization, and customers whose […]
READ MORESpeaker: Joel Passen, CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined […]
READ MOREAs businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. The larger and more established your company is, the harder it is to navigate this monumental change. Think about everything that goes into the operation of a multi-billion-dollar enterprise. Now, mix in a move away from […]
READ MOREIt’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. For many of us, that means taking stock of our near and […]
READ MOREESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success service offerings, focused on end-user education, for a new client in the Data Management space. This hybrid-cloud data service provider selected ESG to help raise their customer’s experience through a disciplined and focused […]
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