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Top 5 Dos and Don’ts of Digital Customer Success

Implementing Digital Customer Success strategies is a new frontier for many CS organizations. Without automation, scaling Customer Success becomes extremely difficult, if not impossible. Very few (and I mean very few) companies excel in this area today, but it’s quickly becoming a must-have. So, as you begin to expand your digital capabilities and build out […]

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Building Blocks of Partner Success: For Partners vs. Through Partners

As companies perfect their Customer Success strategies, they look ahead to the next phase of scaling CS – Partner Success programs. According to TSIA, 70-80% of all technology is sold through the channel. How does CS factor into that huge percentage? You didn’t pour your blood, sweat, and tears into building a robust, proactive Customer […]

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Top 3 Dos and Don’ts of Monetizing Customer Success

Hot! Hot! Hot! These days, the hottest topic in Customer Success is the big “M” word – Monetization. But how do you go about monetizing Customer Success? Many companies are taking a learn as they go approach, testing the waters of charging customers for CS resources a little bit here, a little bit over there. […]

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How Well Do You Understand Your Customers’ Health?

What do you know about your customers’ health? I don’t mean if they’ve been to the doctor lately, though it’s always nice to ask how they’re doing. I’m talking about understanding your customers adoption of, and reliance on, your product. Healthy customers are enthusiastic users who value your company, have incorporated your product into their […]

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Our Newly Redesigned Services: Why the Change?

If everything is working, why would you change it? If you are succeeding, why not just keep going as-is? In any line of work, the best in the business are constantly pushing themselves to get better, to evolve and adapt faster, both as a competitive advantage and as a way to anticipate the needs of […]

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Customer Success and Revenue: Why CS Should Embrace the Numbers

Tying Customer Success to your company’s strategic growth (aka revenue) can be tricky to maneuver. Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. To really prove your value to senior leadership, CS metrics must have a direct […]

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The Customer Education Maturity Model

Like many things in the world today, the role and purpose of education organizations inside companies is very dynamic. Once a stalwart of technology offerings, education departments were able to get by with producing quality content and scheduling courses to deliver that content for many years. With the dawn of the digital era, much of […]

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Empathy Now Leads to Loyalty Later

I know, I know, you’re sick of reading articles about Coronavirus, how to respond to it, and what happens after it. But let’s face it, whether we like it or not, that is our current reality. And might be reality for…well…awhile. And when this crazy, unprecedented time is all over, I hope that the pieces […]

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ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

Customer Success as a Service® provider ESG announces a partnership with ChurnZero, a real-time Customer Success platform, to offer Digital Customer Success strategy consulting services to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. Communication is essential to maintaining a healthy relationship with your end […]

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The 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 […]

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