In the B2B world, your roster of customers may appear as just a list of company names – a long list of logos won by your sales team. And kudos to sales – they worked hard for those wins! But behind every Corp., Inc., and Ltd. on that list is a living, breathing human being […]
READ MOREThe term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although […]
READ MORESince 2013, the Customer Success Association has been hosting Customer SuccessCon, a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community. ESG was proud to sponsor and present at all of this year’s […]
READ MOREOne of the biggest business lessons of the last decade has been that keeping your current customers is just as important as acquiring new customers. In the age of SaaS, this is an indisputable fact. But there’s more to the success of your business than just retaining customers. You also have to think long-term, ensuring […]
READ MOREAs the gospel of Customer Success is spreading like wildfire in the corporate world, executives are realizing that they need to act fast to incorporate it into their organizational structure. But to their own detriment, some of these executives aren’t fully committing to the importance of Customer Success. Instead, they’re simply “rebranding” their Account Managers […]
READ MOREIn 1975, Kodak engineer Steve Sasson built the first ever digital camera, but Kodak’s management just didn’t see the appeal. After all, profit margins were far higher on film than on the cameras themselves, and this was filmless photography. In Sasson’s words, “management’s reaction was, ‘that’s cute, but don’t tell anyone about it.’” This was […]
READ MOREFall is in the air! The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. To help you get started, we pulled together advice from the best of the best — our very own Sheik Ayube, Director […]
READ MOREIf you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your […]
READ MOREYou’ll find a lot of self-proclaimed experts on the subject of Customer Success on the web, but many of them don’t have the credentials — or track record — to back it up. So we thought we’d go straight to the top and discuss the state of the CS industry with our CEO, Michael Harnum. […]
READ MOREEach year, the CS100 Summit brings together the best and brightest minds in the industry to beautiful Sundance, Utah to learn and collaborate in an atmosphere of inspiration, ideation, strategy, and real-world application around Customer Success. This year, for the first time, ESG was proud to not just attend the event, but join it as […]
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