A Day in the Life of a CSM
A day in the life of a CSM will look a little different depending on so many factors – the size of the company, the product or services they provide, the individual CSM’s book of business, how CS is structured within the business, their CS organization’s maturity level…I could go on and on. The job […]
read moreWhy Success & Support Need Each Other (But Aren’t the Same)
Customer Success, Support…Support, Success…what is the difference? Both Success and Support share the same ultimate goal – to create the best customer experience (CX) possible – but they go about it in very different ways. Support is reactive whereas Success is proactive. You need both of these groups to kick things into high gear as […]
read moreProduct Engagement Score: A More Accurate Predictor of Churn than NPS?
There’s a new kid on the block of customer metrics, and it might be one of the most accurate individual predictors of churn we can find. What is this incredible metric, you ask? It’s Product Engagement Score (PES), and if you’ve never heard of it, you might be missing out! While NPS is a tried-and-true […]
read moreHow to Calculate a Customer Health Score
What if you could reliably predict a customer’s future behavior? (No, not a crystal ball.) A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise. But in order […]
read moreThe Dynamic Engagement Model: Benefits, Feasibility, and Risks
Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows. Its basic principle: consistently deliver the […]
read more2021 Customer Success Leadership Study Results Reveal Resilience and Growing Influence
It’s here! The 2021 Customer Success Leadership Study is out! I don’t know about you, but I love data. Numbers are the best. Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing […]
read moreThe 5 Scariest Customer Horror Stories in CS
At ESG, we’re extremely lucky to work with wonderful customers who treat our employees with respect. But that doesn’t mean that we’ve all been so fortunate at every point throughout our careers – we’ve all experienced our fair share of customer horror stories over the years. So, in honor of spooky season, I’ve compiled five […]
read moreThe First 3 Things You Need to Start Your Customer Success Center of Excellence
While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). We believe that’s about to change. Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping […]
read moreCustomer Success and Product: The Ultimate Customer Feedback Loop
Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen? Is there […]
read moreProviding Excellent CX While Working Remote
5 Tips to Make WFM = A+ CX It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, […]
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