Customers find their way into companies through various channels at different times. Their experience with your company and distinct use of products and services will always be unique. Companies tend to approach all customers with “one size fits all” processes and understanding. Instead, I recommend meeting customers as they are, instead of how we would […]
READ MORESpeakers: Star Hofer, Chief Customer Officer, Partnerstack, and Carlos Quezada, Head of Digital Services Strategy & Customer Success, Aruba Companies large and small are recognizing the power of Partner Success to enable their channel partners in delivering a consistent customer experience to their shared end users, and it is quickly becoming the way of […]
READ MORELet’s say you’re reading an article about Customer Success. (Not exactly a leap of imagination, is it? 😆). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for? In Customer Success, we do use a lot of three-letter acronyms, and they can get pretty confusing. […]
READ MOREI was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all I […]
READ MOREWelcome to the end. The last three months have passed by so quickly and we’ve covered a lot in this series— The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. How to start small with […]
READ MOREThe Reason The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose. My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set […]
READ MORESpeaker: Joanel Bernardo, VP of Customer Success at Sunstone Partners In this month’s Customer Success Unlocked webinar, Joanel Bernardo joined Marley Wagner and Peter Armaly to share her insights and advice for leaders who sit at the apex of Customer Success and Private Equity. Check out the thoughtful questions from our audience below, along with […]
READ MOREI’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. Since the pandemic, employee satisfaction and retention are major focal points for businesses across the board. We expect to see […]
READ MOREThe Reason Confession time—I like collecting hardcover books…but not just for the obvious reason of reading them. Don’t misunderstand me, I have read a good number of the books on my bookshelves, and of course I have favorites that I’ll read once or twice a year. But I also have books in my home that […]
READ MOREThe Reason Recently, I was in a very intense game of Topgolf with two of my friends and colleagues, Sheik Ayube and Peter Armaly (VPs of Business Development and Customer Success, respectively, here at ESG). I want to be completely honest here at the beginning; no extended metaphors or analogies to get this point across. […]
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