Increasing need for Customer Success as a Service® continues as CS industry advances ESG, the leader in Customer Success as a Service®, is proud to announce record-breaking year-end results for the second consecutive year. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology […]
READ MOREOver the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. We’ve developed a unique approach for collaboratively mapping the customer journey to create a finished product that CS teams can immediately put to work to improve the customer experience. I want […]
READ MOREMoney may not be able to buy you love, but we are living in a material world, and I’ve heard that very few people like scrubs. So, it shouldn’t come as a surprise to any of us in the Customer Success world that revenue is kind of a big deal to a business. And let’s […]
READ MOREESG, the leader in Customer Success as a Service®, is adding to its leadership team with the appointment of industry veteran Peter Armaly as Vice President of Customer Success. Peter joins ESG from Oracle, where he held strategic leadership roles in both Marketing and Customer Success for over five years. Peter is well-known in the […]
READ MORESpeaker: Chris Hicken, CEO & Co-Founder of Nuffsaid Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand! Chris Hicken, CEO and Co-Founder of Nuffsaid, and Marley Wagner, Vice President of Marketing & Digital Customer Success here at ESG, […]
READ MOREFor some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. Because there is so much to […]
READ MOREEven though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Customer Success charters are expanding to cover more revenue-related activities, but CS leaders can do more to validate their […]
READ MOREVoice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should!) contribute to creating killer customer surveys no matter who owns the survey methodology in your organization. By following this list of […]
READ MOREThey may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences. Customer Success leaders must understand the […]
READ MOREWhat a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry […]
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