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 […]
read moreCustomer 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 […]
read moreThe 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 […]
read moreEmpathy 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 […]
read moreESG 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 […]
read moreThe 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 […]
read moreCSM Specialization: Balancing Relationships and Knowledge
While we may agree that it takes a certain set of characteristics that make an awesome CSM, your definition of the role of a Customer Success Manager (CSM) likely looks slightly different than the definition that your competitors, vendors, and customers use in their own businesses. The set of customers each CSM interacts with will […]
read moreThe 5 Stages Of The Customer Lifecycle
When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are […]
read moreApplying MVP to CS: The Why
Since its 2009 introduction by Eric Ries in his NY Times bestseller, The Lean Startup, the concept of Minimum Viable Product (MVP) has been applied by numerous startups to engage in new product and service offering developments. Well-known companies such as Groupon, Zappos, Dropbox, and Uber have used MVPs to not only determine and modify […]
read moreCustomer Experience: What B2B Can Learn from B2C
In the B2B world, your roster of customers may appear as just a list of company names – a long list of logos won by your sales team. And kudos to sales – they worked hard for those wins! But behind every Corp., Inc., and Ltd. on that list is a living, breathing human being […]
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