So…quick question: What is a customer journey map? If you’ve been following along in my series, you might be wondering if it’s a bit too late in the game for me to ask this basic question. But let’s think about it for a moment. A customer journey map can be many things. Organizations that leverage […]
READ MOREEvery customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. Eventually, subscriptions come up for renewal, and that’s when the customer decides if they want to continue their relationship with you or cut […]
READ MOREVoice 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, […]
READ MORECustomer 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 […]
READ MOREThere’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 […]
READ MOREAs businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. The larger and more established your company is, the harder it is to navigate this monumental change. Think about everything that goes into the operation of a multi-billion-dollar enterprise. Now, mix in a move away from […]
READ MOREIt’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. For many of us, that means taking stock of our near and […]
READ MOREIn Toy Story 4, they introduce a new character to the toys named Forky. Bonnie, the little girl who owns the toys now, made Forky out of garbage. He’s basically a spork that totters around on two feet made from a broken popsicle stick. The little girl, Bonnie, loves Forky and views him as a […]
READ MOREThe Reason Well… we’ve officially entered June—the final month of our second quarter here at ESG, and the final month of this series. For those of you who are still with me and are continuing to read and find value in these rants, thank you. For those of you who I lost as soon as […]
READ MOREThe role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. with a 34% annual growth rate. At the same time, spending on XaaS continues to skyrocket. Gartner’s latest cloud forecast […]
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