Feeling Stuck? Maybe You Need a Shift in Perspective
There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Checking to see how the teams’ effort yesterday affected today’s retention rates, the number of customers whose health score were improved, customers lagging on adoption and TFV realization, and customers whose […]
read moreWebinar Q&A Recap: Is CS the Next Frontier of AI?
Speaker: Joel Passen, CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined […]
read moreThe Transition from Traditional to SaaS: 5 Tips to Get You Through the Growing Pains
As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. The larger and more established your company is, the harder it is to navigate this monumental change. Think about everything that goes into the operation of a multi-billion-dollar enterprise. Now, mix in a move away from […]
read more5 Customer Success New Year’s Resolutions for 2023
It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. For many of us, that means taking stock of our near and […]
read moreWebinar Q&A Recap: Dark Matter Data and AI-Driven Innovation: the Future is Here
Speaker: Lisa Palmer, Chief AI Strategist at AI Leaders During this session, host Peter Armaly was joined by Lisa Palmer, Chief AI Strategist at AI Leaders, to discuss how artificial intelligence will impact the way jobs are performed, how products are developed, and how service is delivered over the next few years. Lisa’s insightful answers […]
read moreBumps and Breakthroughs: 5 Customer Success Predictions for 2023
Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. Needless to say, no one could have predicted the wild ride the year turned out to be, but we got a few things right. According to the 2022 Customer Success Leadership […]
read more2022 Customer Success Leadership Study Signals Industry at a Turning Point
It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer […]
read moreCoaching Tips for Helping CSMs Move Beyond the Tactical
Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership. They often report that customers only want to speak about lacking […]
read moreWebinar Q&A Recap: The Economy & Customer Success – The Impact & What to Do About It
Speakers: Chris Hicken, CEO of ’nuffsaid, You Mon Tsang, CEO of ChurnZero, and Alex Raymond, CEO of Kapta We had the pleasure of hosting a CEO panel on Customer Success Unlocked to discuss the economy and what we in Customer Success can and should be doing about its impacts to the business world. Our panel’s […]
read moreBIG RYG 2022: Key Takeaways
BIG RYG 2022 was a jam-packed two days of engaging sessions, new connections, and “aha” moments. I left Washington, DC thinking that the event was hugely successful at connecting the audience to the art of crafting Customer Success at scale, while pushing the limits of Customer Success leaders’ abilities to own reporting on revenue metrics […]
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