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How Internal Engagement Can Promote Strong Customer Success

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. One critical relationship that tends to get pushed to the bottom of the priority list is CS leadership’s relationship with their own team. It’s easy […]

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TSIA Interact Spring 2021: Key Takeaways

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose […]

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Secondary Effects of Churn: Part 2 of 2

In part one of this two-part series, I shared the five secondary effects of churn on your organization. I discussed the reality that churn impacts more than just your bottom line, including these very real potential consequences for your brand: 1. Perception of product becoming reality 2. Negative publicity from churned users 3. Employee anxiety […]

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ESG Begins 2021 with Record Q1 Performance

As a return to “normal” approaches, scalability of the Customer Experience takes a front seat ESG, the leader in Customer Success as a Service®, is proud to announce record-breaking 2021 Q1 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. The […]

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The Customer Success Maturity Model Part 3: “Transform” Capabilities (Optimizing CS)

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. If you haven’t read parts one and two on the Build and Operationalize phases of […]

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The Customer Success Maturity Model Part 2: “Operationalize” Capabilities (Constructing Your CS System)

Stop! If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. If you’ve already devoured that and are ready for more, read on! Here in part two, I’ll talk about the second phase of Customer Success maturity – […]

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The Customer Success Maturity Model Part 1: “Build” Capabilities (The Foundation of CS)

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline. What we’ve learned is that there is no one “right” way to do Customer Success. But there […]

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The 4 Phases of Digital Customer Success

One of my biggest professional pet peeves is when people think that automation means eliminating personalization or human connection. Newsflash: if that’s happening with your automation, you’re doing it wrong. Whether we’re talking about attracting new customers or strengthening the bonds with your current customers, this (surprisingly common) misconception has got to go – especially […]

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Guiding SaaS Customers to Be More Autonomous…and Why It’s Important

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 […]

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Why Tech Touch Isn’t Only for Your Tail

Digital 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 […]

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