Customers actively seek out more autonomy in order to speed up day-to-day decision-making. Your customers want to interact with your product, but they want to do so in their own time and – on their own terms. If you facilitate autonomy, you’re very likely to see increased loyalty, advocacy, improved product adoption, and reduced churn […]
READ MOREDigital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. What a beautiful world that would be! But we live in reality, where time and resources are not, in […]
READ MOREWe talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. Scaling Customer Success is a huge undertaking, no matter where you are in your journey to full Customer Success maturity. If you’re just starting out, hiring CSMs […]
READ MOREChurn is a naughty word Ah, yes. Churn. The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. And if enough churn occurs among your subscriber base, then you don’t have much of a company left; therefore, it is prudent to understand both the […]
READ MOREHere’s a riddle for you. How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? 100%? While it may sound dramatic, it’s not a far-fetched scenario for […]
READ MOREHello ladies and gentlemen! Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. When the CS industry needed a more customized approach to track relationship data after purchase, these CS platforms […]
READ MORECustomer Success becomes a “must-have” in a tumultuous economy, increasing the need for Customer Success as a Service® ESG, the market leader in Customer Success as a Service® is proud to announce record-breaking 2020 year-end results. The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity […]
READ MORECustomer Success as a Service® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. Both ESG’s services and inSided’s platform share the same ultimate goal: meaningful customer engagement that leads to increased retention, growth, and advocacy. “We’re excited to partner with a Customer Success thought leader […]
READ MOREAs technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. Even though “digital transformation” has become the buzziest of buzz words, it’s still a big deal in the CS world. In the Inaugural Customer Success Leadership Study, we found that many CS teams are still […]
READ MOREAt ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on. Part of our work is collecting data that […]
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