Customer Experience

If you’re onboarding a new customer, that can only mean one thing. You did it. You made it. You beat out all of your competitors. They chose you, and now you know, they like you. They really like [...]

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their [...]

Is it possible to have too much of a good thing? If we’re talking about time at the beach or the love of a puppy, I’d argue the answer is no. However, when it comes to automation in Customer [...]

Newsflash: Most Sales and Customer Success (CS) professionals can’t read minds. Okay – that’s probably not surprising. But it seems to be a common assumption when there is no defined strategy for [...]

“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the [...]

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. This leader understood that the marketing team was a valuable resource when [...]

Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS [...]

When was the last time you had an extraordinary customer experience? An experience that left you feeling so warm and fuzzy that you’d never consider spending your money with anyone else? For me, [...]

Education Services Group, LLC (“ESG”), the leading Customer Success as a Service provider, is proud to appoint Megan Macaluso as Vice President of Strategic Development. In her role, Megan will [...]

I recently spent a few days in the mountains of Utah with 100 CS leaders. I say ‘leaders,’ not because of the VP title they wore on a lanyard, but because everyone showed up – ready to [...]