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Top 3 Dos and Don’ts of Monetizing Customer Success

Hot! Hot! Hot! These days, the hottest topic in Customer Success is the big “M” word – Monetization. But how do you go about monetizing Customer Success? Many companies are taking a learn as they go approach, testing the waters of charging customers for CS resources a little bit here, a little bit over there. […]

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How Well Do You Understand Your Customers’ Health?

What do you know about your customers’ health? I don’t mean if they’ve been to the doctor lately, though it’s always nice to ask how they’re doing. I’m talking about understanding your customers adoption of, and reliance on, your product. Healthy customers are enthusiastic users who value your company, have incorporated your product into their […]

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Not Just for Startups: Test and Refine CS Strategy with an Incubation Model

Startup incubators are well-known programs that allow entrepreneurs to test out their new business ideas. They usually offer support like office space and mentors so the idea can be tried out and improved upon in a nurturing environment. Building or expanding a Customer Success organization can be surprisingly similar to developing a startup. The most […]

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Empathy Now Leads to Loyalty Later

I know, I know, you’re sick of reading articles about Coronavirus, how to respond to it, and what happens after it. But let’s face it, whether we like it or not, that is our current reality. And might be reality for…well…awhile. And when this crazy, unprecedented time is all over, I hope that the pieces […]

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ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

Customer Success as a Service® provider ESG announces a partnership with ChurnZero, a real-time Customer Success platform, to offer Digital Customer Success strategy consulting services to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. Communication is essential to maintaining a healthy relationship with your end […]

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CSM Specialization: Balancing Relationships and Knowledge

While we may agree that it takes a certain set of characteristics that make an awesome CSM, your definition of the role of a Customer Success Manager (CSM) likely looks slightly different than the definition that your competitors, vendors, and customers use in their own businesses. The set of customers each CSM interacts with will […]

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Implementing Customer Success in non-SaaS Businesses

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. This is 100% true. This also means that CS is primarily referenced with some level of connection to SaaS. But just because CS originated within SaaS does not mean that it only applies to businesses […]

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Where Does Education Fit into the Customer Lifecycle?

Ignoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Education within the customer lifecycle So, if more training equals higher adoption and less churn, the question then becomes, “where does […]

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Scaling with Digital Customer Success

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. By thoughtfully layering digital on top of the one-to-one interactions that CSMs are already having with customers, you can reduce your cost to serve and remove tedious […]

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The 5 Stages Of The Customer Lifecycle

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are […]

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