Marley Wagner, Author at ESG

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Uncovering the Reasons for Customer Churn: An Interview with Anita Toth, Chief Churn Crusher at The Churn Crusher System

Churn. Nobody likes it. Everybody hates it. It might as well go eat worms. But addressing churn is an essential part of the work of every company with a subscription-based business model. You can’t avoid it. So, what can you do? You can face it head-on, do the work to uncover the reasons your customers […]

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So, You Want to Write a Case Study?

You 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 […]

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ESG Sees Exponential Growth in Customer Success as a Service®

New logo acquisition and current customer expansion demonstrates ESG’s accelerated traction in the marketplace ESG, the leader in Customer Success as a Service®, is proud to announce outstanding Q2 2021 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. ESG experienced […]

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Webinar Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Watch it here if you missed it! They answered a number of audience questions during the session (recapped here on ChurnZero’s blog), but there were so […]

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Why and How to Use Project Charters in Customer Success (+ a FREE template!)

It’s too easy to get lost in the details of a project when we’ve always got so much on our plates. And with so many goals and objectives to achieve, it can be hard to focus on the specifics of the one right in front of you. We know this can be especially true for […]

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Global Contact Center Software Leader Expands Relationship with ESG

Four-Year Extension and 10x Scope Expansion Increases Adoption of Customer Success as a Service® Customer Education Offering with Existing Technology Client ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to extend and expand its relationship with a current client, a global leader in the Customer Experience […]

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Business Information Market Leader Selects ESG to Build and Scale Customer Success Practice

New Win Adds to Enterprise Technology Providers Leveraging Customer Success as a Service® ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success Plan service offering for a new client in the business information services space. The new client’s platform provides sellers and […]

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The Role of Human Capital Management in Customer Success

An 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 […]

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Is a Partner Success Pilot Program for You?

Partner 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 […]

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Customer Success Plans That Rock!

Let’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 […]