Quick Reads

Defining the Stages of the Customer Journey Map: Awareness

A customer journey map is one of the first things you think of when you’re trying to improve the customer experience. It’s a roadmap of every interaction you have with your customer from the first moment they learn about your business to the moment they decide to renew (or not renew). It’s an important tool […]

Building a Beautiful Sales to Customer Success Handoff (+ a FREE Checklist!)

I’ve talked before about how important it is to get everyone on board with the mission of Customer Success. When we’re not all on the same page, silos persist, and they, in turn, impact customer satisfaction. Silos prevent Customer Success from establishing a robust and consistent customer experience across the entire customer journey. They hurt […]

Peter’s Perspective: Take Control of the Noise

When we see the word noise, we think of something unpleasant, something that drowns out quiet. Quiet is the word that more professionals say is the state we should be attempting to reach as businesspeople if we want to reach a higher level of personal satisfaction and realize greater amounts of business productivity. There are […]

Noteworthy Findings Being Reported in Customer Success Today

In Customer Success, we use data for all sorts of things like analyzing customer health scores, looking for trends in Voice of the Customer (VoC) programs, and capacity planning for short and long-term strategic decision making. If you know anything about us here at ESG, you know that we love data! Big data, small data, […]

How to Close the Loop in Voice of the Customer (VoC) Programs (For Real)

Voice of the Customer (VoC) programs are extremely valuable for collecting customer feedback and deeper insights into the health of your customer relationships. A good VoC program is comprehensive and involves gathering feedback from many different channels. The best VoC programs not only collect and analyze customer data and feedback from a variety of sources, […]

Peter’s Perspective: Ted, the CFO,Grabs the Mic

I’ve never been a CFO, but I’ve known and worked with more than a few – some have been friends – and one is a current colleague, Ted. Ted’s a great guy. Humble, unassuming, smart, and intimidating in a friendly way. I think Ted and all the CFOs I’ve known might see themselves in this […]

The Customer Success Roadshow and You: Why CS Leaders Need to Go on Tour

Customer Success leaders have a lot in common with rockstars. We’re all excellent storytellers. We are energetic about our work. We aim to deliver the absolute best experiences imaginable. We do well in front of crowds (i.e., customers). And we both go on tour. As a CS leader, you might not be as familiar with […]

Peter’s Perspective: Run Around the Block First and Then We’ll Talk

I was on the varsity football team in high school and I not-so-secretly wanted to be seen as another #88 – Lynn Swann, the graceful and magic-handed wide receiver for the Pittsburg Steelers. Every other guy I knew wanted to be #58 – Jack Lambert, the quick on his feet and hard-hitting middle linebacker for […]

Feeling Stuck? Maybe You Need a Shift in Perspective

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Checking to see how the teams’ effort yesterday affected today’s retention rates, the number of customers whose health score were improved, customers lagging on adoption and TFV realization, and customers whose […]

Webinar Q&A Recap: Is CS the Next Frontier of AI?

Speaker: Joel Passen, CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined […]