The Crisis of Confidence in Customer Success: Presentation Recap
Since 2013, the Customer Success Association has been hosting Customer SuccessCon, a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community. ESG was proud to sponsor and present at all of this year’s […]read more
Revenue Optimization and Customer Success
One of the biggest business lessons of the last decade has been that keeping your current customers is just as important as acquiring new customers. In the age of SaaS, this is an indisputable fact. But there’s more to the success of your business than just retaining customers. You also have to think long-term, ensuring […]read more
More than a Buzzword: Why Committing to Customer Success Is Essential
In 1975, Kodak engineer Steve Sasson built the first ever digital camera, but Kodak’s management just didn’t see the appeal. After all, profit margins were far higher on film than on the cameras themselves, and this was filmless photography. In Sasson’s words, “management’s reaction was, ‘that’s cute, but don’t tell anyone about it.’” This was […]read more
What Can Customer Success Learn From Marketing?
If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your […]read more
Approaching Renewals from the Customer Success Angle
Gone are the days when B2B companies could survive just by sending sales people out to chase down new customers. In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. Retention and renewal have quickly become the new focal points for business […]read more
Fundamentals: Basic Leading and Lagging Indicators in Customer Success
Leading and lagging indicators provide useful ways to look at the cause and effect relationship among various KPIs. It can get a bit complicated the deeper you dive. To keep things simple, think about breaking things down to an ACTIONS=RESULT equation, where leading indicators represent the action and lagging indicators the result. To apply this, […]read more
Strategies for Making High-Touch and Tech-Touch Friends, Not Enemies.
Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers? And […]read more
Fundamentals: Focus on Retaining your Mid-tier Customers
Here we are in the midst of “the dog days of summer.” That time when productivity ebbs and new customer acquisition slows down. It seems people are more focused on vacations with the family and road trips to the beach than they are on actual business. Who can blame you for soaking up those last […]read more
So, What’s an Acceptable Churn Rate?
From customer satisfaction to revenue, SaaS companies have many factors to worry about when it comes to keeping their business not only afloat, but also thriving. One such factor: What is your churn rate, and what can you do to decrease it? Reality check: these are critical questions, but they don’t have such a straightforward […]read more
Setting Up Your Channel Partners for Customer Success
Customer Success goes beyond your customer-facing domain. It is about more than just delivering specific customer outcomes. An effective Customer Success strategy depends on buy-in from your channel partners as well. Regardless of the vendor – manufacturers, resellers, service providers, stakeholders – success for a customer means buy in from everyone. While many companies are […]read more