fbpx

2021 Customer Success Leadership Study Results Reveal Resilience and Growing Influence

It’s here! The 2021 Customer Success Leadership Study is out! I don’t know about you, but I love data. Numbers are the best. Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing […]

READ MORE

ESG Surpasses Annual Records in Three Quarters

After the best year in the history of the company in 2020, Customer Success as a Service® has surpassed those records with three months left to go in 2021 ESG, the leader in Customer Success as a Service®, is proud to announce outstanding Q3 2021 results. The company’s unique approach combines consultation, process development, people, […]

READ MORE

The 5 Scariest Customer Horror Stories in CS

At ESG, we’re extremely lucky to work with wonderful customers who treat our employees with respect. But that doesn’t mean that we’ve all been so fortunate at every point throughout our careers – we’ve all experienced our fair share of customer horror stories over the years. So, in honor of spooky season, I’ve compiled five […]

READ MORE

The First 3 Things You Need to Start Your Customer Success Center of Excellence

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). We believe that’s about to change. Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping […]

READ MORE

Customer Success and Product: The Ultimate Customer Feedback Loop

Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen? Is there […]

READ MORE

Providing Excellent CX While Working Remote

5 Tips to Make WFM = A+ CX It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, […]

READ MORE

Life as a CSM, as Told by Memes

If you’re like me, you prefer to communicate via gif, meme, or emoji whenever possible. There truly isn’t a better way to capture a sentiment than a well-done, relatable meme. Of course, we’ve all seen sales and marketing memes galore, but just like everywhere else, Customer Success is taking over the meme space! As a […]

READ MORE

Customer Success Data & Analytics: Lessons Learned from Tennis

In between sets of a professional singles tennis match, a court maintenance crew comes out to tend to the needs of the court. Among the checklist of validations performed is measuring the height of the net in select and vulnerable locations. In addition, there are also sometimes vertical support poles that stand against the net […]

READ MORE

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 […]

READ MORE

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 […]

READ MORE