Peter Armaly, Author at ESG

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Is the SaaS business equivalent to “girl math”?

Written by Peter Armaly It’s summer in the northern hemisphere and the month of August is the most languid month for business. Even half-worked December has more spark if only because of all the excitement that bubbles in anticipation of quick trips to the Caribbean or to Florida where we can lay on a […]

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Peter’s Perspective: Take Control of the Noise

When we see the word noise, we think of something unpleasant, something that drowns out quiet. Quiet is the word that more professionals say is the state we should be attempting to reach as businesspeople if we want to reach a higher level of personal satisfaction and realize greater amounts of business productivity. There are […]

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Peter’s Perspective: Ted, the CFO,Grabs the Mic

I’ve never been a CFO, but I’ve known and worked with more than a few – some have been friends – and one is a current colleague, Ted. Ted’s a great guy. Humble, unassuming, smart, and intimidating in a friendly way. I think Ted and all the CFOs I’ve known might see themselves in this […]

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Peter’s Perspective: Run Around the Block First and Then We’ll Talk

I was on the varsity football team in high school and I not-so-secretly wanted to be seen as another #88 – Lynn Swann, the graceful and magic-handed wide receiver for the Pittsburg Steelers. Every other guy I knew wanted to be #58 – Jack Lambert, the quick on his feet and hard-hitting middle linebacker for […]

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Bumps and Breakthroughs: 5 Customer Success Predictions for 2023

Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. Needless to say, no one could have predicted the wild ride the year turned out to be, but we got a few things right. According to the 2022 Customer Success Leadership […]

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Peter’s Perspective: How CS Can Weather the Approaching Storm

Hurricanes have been prominent in the news recently here in North America. Overlapping over two weeks in September, we had Fiona and Ian. Two vast and destructive storms that caused an immense amount of physical, emotional, and financial pain over vast geographic areas. I came close to being in the bullseye of Hurricane Fiona during […]

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Peter’s Perspective: Partners in the World of Customer Engagement

“Heaven and earth and all things change and transform into something new every day.” Guo Xiang, c. 300 That’s kind of complicated, right? That idea that everything is in a state of constant change? Ah, the joys of physics and metaphysics. Here is a shortlist of other things that are complicated. Three-dimensional chess A baseball […]

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Peter’s Perspective: Why I moved to CSaaS

You know what I love about being part of the Customer Success movement? The tectonic forces that are constantly at play. Because it stands at the edge between customer and provider, it has no choice but to be nimble, deliberate, and anticipatory. And at that edge is where the action takes place, where those tectonic […]

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Peter’s Perspective: Making Purpose Personal

For any company, having a clear sense of purpose comes with several upsides. Brand positives associated with currently relevant societal themes, and employee engagement and loyalty, are just two of many. But purpose can also cause confusion and have unintended negative effects in both those dimensions. Especially today, a company’s purpose is more publicly scrutinized […]

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Peter’s Perspective: The CCO Job Description Not to Use

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! We’re seeking a dynamic individual who can help our company move to the next level. The right candidate must possess a deep understanding of value derived from the interpretation of public and private data into business contextual […]