Speakers: Chris Hicken, CEO of ’nuffsaid, You Mon Tsang, CEO of ChurnZero, and Alex Raymond, CEO of Kapta We had the pleasure of hosting a CEO panel on Customer Success Unlocked to discuss the economy and what we in Customer Success can and should be doing about its impacts to the business world. Our panel’s […]
READ MORESpeakers: Anita Toth, Chief Churn Crusher Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience. Keep reading for the thoughtful answers Anita provided. Q&A Recap Q: How do you navigate participation bias […]
READ MORESpeakers: Chris Singh, Chief Customer Officer, Blackbaud CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience […]
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 MOREA day in the life of a CSM will look a little different depending on so many factors – the size of the company, the product or services they provide, the individual CSM’s book of business, how CS is structured within the business, their CS organization’s maturity level…I could go on and on. The job […]
READ MOREYou did it! You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) and documented. Documenting these success stories can be done in several different […]
READ MOREAn Interview with Maranda Dziekonski, SVP of Customer Success and People at Swiftly Human capital management (HCM) in Customer Success can mean slightly different things to different organizations, but it all boils down to making your employees successful so they can make your customers successful. As one of the 17 capabilities of the ESG Customer […]
READ MOREPartner Success is still a relatively new concept in a fairly new industry. More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” The answer is yes! But just how to go about applying Customer Success best practices to Partner […]
READ MORELet’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. It’s the chocolate in their cake. Or whatever flavor of cake you like best. My amazing metaphors aside, Customer Success Plans are essentially the “what” and […]
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