Building the foundational elements of a robust, proactive Customer Success organization is a complex, time-consuming task, even for highly tenured CS professionals. While you may have the skills to complete this exercise on your own, most CS organizations simply don’t have the time.
ESG designs, develops, and delivers the operating models required for business transformation to better meet major changes challenges in our client’s organizations.
ESG understands that limited staff adoption and standardization across multi-group environments, inconsistent operating models, and poor customer experience result in revenue and profit potential never actualized.
Many of our clients experience the same challenges. Our clients are growing, often through heavy M&A or new product or service introduction. Their organizations have multiple groups that require integrated processes and systems, but strategy is not unified, and progress is slow or stalled, customer success is an afterthought. And, many times Customer Success is viewed as a department, not a way of doing business—breakthrough performance is possible, but the company isn’t focused on it, operating instead within calcified functional silos.
Unlike independent consultants or temporary staff, ESG has a greater breadth and depth of specialized, internal resources that can tackle larger, more complex problems and deliver better ROI. Unlike other consultants, ESG applies proven change management methods to ensure smooth transition and high adoption of new operating norms.
If your team does not have the time/bandwidth, and/or the experience expertise to diagnose the problems and solve this fast enough, let ESG deploy a temporary team of specialized resources to quickly accelerate transformation initiatives.
A 5% increase in customer retention can lead to an increase in profits between 25% and 95%.
Existing customers will spend more — 67% more — on your business than new customers will.
Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. They retain higher wallet share and have customers that are 7-8X more likely to purchase more from the company.
