Quick Reads

5 Things to Consider When Evaluating Your CS Tech Stack

It’s never too early to start building your CS tech stack. The earlier you start, the faster you’ll be able to create an effective, scalable, long-term Customer Success strategy. Getting an early start on building your CS tech stack also allows you to experiment with an array of different tools so that you can make […]

Onboarding CSMs so They Can Make an Impact Faster

To the new CSM who has stumbled upon this post: Yes, you are HIRED! All the hours of tweaking your resume, practicing interview questions in the mirror, making sure your Zoom background had nothing awkward in it, and putting on a professional outfit in your own home has paid off. Now what? You have a […]

The Purpose and Power of Customer Success Evangelism

As Customer Success professionals, we are often considered the “trusted advisors” to our customers. We are the face of the company to the customer and the face of the customer to our internal teams. We hold in high prestige the role of being the “go-to” for all things post-sale so we can maintain the relationship […]

Incorporating Social Media and Social Listening into your Voice of the Customer (VoC) Strategy

Are your ears burning? They should be! Your customers are talking about you. The real question is, are you listening? The most effective Customer Success organizations (and entire companies) are paying attention to what their customers are saying about them. But you can’t just wait around for your customers to gush (or complain!) about your […]

Do I Really Need to Train & Certify My CSMs? (Spoiler Alert – YES!)

Ah, shoot, I put the answer right there in the headline. Do you really (really?!) need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. In our sort of, but not really, humble opinion, yes, you really, really do. Why? Because there […]

10 Ways Customer Success Can Break Through Silos

In a dream world, Customer Success, sales, marketing, product, and support organizations all work together to weave the beautiful tapestry this is your customer experience. In the real world, where most of us live, this is, unfortunately, rarely the case. Silos are prevalent and difficult to break through, even when everybody wants to! That’s why […]

Uncovering the Reasons for Customer Churn: An Interview with Anita Toth, Chief Churn Crusher at The Churn Crusher System

Churn. Nobody likes it. Everybody hates it. It might as well go eat worms. But addressing churn is an essential part of the work of every company with a subscription-based business model. You can’t avoid it. So, what can you do? You can face it head-on, do the work to uncover the reasons your customers […]

So, You Want to Write a Case Study?

You did it! You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) and documented. Documenting these success stories can be done in several different […]

ESG Sees Exponential Growth in Customer Success as a Service®

New logo acquisition and current customer expansion demonstrates ESG’s accelerated traction in the marketplace ESG, the leader in Customer Success as a Service®, is proud to announce outstanding Q2 2021 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. ESG experienced […]

Webinar Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Watch it here if you missed it! They answered a number of audience questions during the session (recapped here on ChurnZero’s blog), but there were so […]