Capacity Planning in Customer Success
As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. The question 100+ CS leaders showed up to answer was: “How do I cover my entire install base of customers in the most […]
read moreWhy CS & Sales Should be Friends, not Enemies
As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios. But what […]
read moreThe Customer Success Maturity Model
Building a Customer Success Organization is no easy task. Let me rephrase. Building a proactive and predictive CS organization is no easy task. Make no mistake, there is big difference between adding CS to a company org chart vs. building a scalable operationalized practice. To accomplish this, here are just a few considerations to keep […]
read moreCS100 Rundown: The Latest and Greatest in Customer Success
Each year, the CS100 Summit brings together the best and brightest minds in the industry to beautiful Sundance, Utah to learn and collaborate in an atmosphere of inspiration, ideation, strategy, and real-world application around Customer Success. This year, for the first time, ESG was proud to not just attend the event, but join it as […]
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