Customer Experience Category

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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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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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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 […]

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7 Customer Success Webinars to Watch

Webinars are a wonderful way to learn something new, get questions answered, and maybe even make a few connections. 2020 proved that virtual learning can be a great alternative to being somewhere in person, and there’s no shortage of excellent virtual conferences, discussions, and gatherings to spark anyone’s interest. Customer Success webinars are no exception. […]

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How Internal Engagement Can Promote Strong Customer Success

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. One critical relationship that tends to get pushed to the bottom of the priority list is CS leadership’s relationship with their own team. It’s easy […]

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TSIA Interact Spring 2021: Key Takeaways

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose […]

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The Customer Success Maturity Model Part 3: “Transform” Capabilities (Optimizing CS)

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. If you haven’t read parts one and two on the Build and Operationalize phases of […]