Rants of a Customer Success Analyst: Impossible Shot – Forecasting in Customer Success
The Reason Recently, I was in a very intense game of Topgolf with two of my friends and colleagues, Sheik Ayube and Peter Armaly (VPs of Business Development and Customer Success, respectively, here at ESG). I want to be completely honest here at the beginning; no extended metaphors or analogies to get this point across. […]
read moreThe Dual Meaning of Customer Advocacy
In Toy Story 4, they introduce a new character to the toys named Forky. Bonnie, the little girl who owns the toys now, made Forky out of garbage. He’s basically a spork that totters around on two feet made from a broken popsicle stick. The little girl, Bonnie, loves Forky and views him as a […]
read moreRants of a Customer Success Analyst: Crocheting Chains – Customer Health Scores
The Reason Well… we’ve officially entered June—the final month of our second quarter here at ESG, and the final month of this series. For those of you who are still with me and are continuing to read and find value in these rants, thank you. For those of you who I lost as soon as […]
read moreRants of a Customer Success Analyst: The Chase is On!
The Reason I’m nine years old, sitting on the long bench in the back of the minivan my parents bought a year or two ago. My older and younger brothers are sitting in their own personal seats in the middle row, my mom in the front passenger seat, my dad’s driving. Why do I always […]
read moreWebinar Q&A Recap: You Already Have a Customer Community – Are You Cultivating It?
Speaker: Jay Nathan, Chief Customer Officer of Higher Logic & Co-Founder of Gain Grow Retain Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join […]
read moreTSIA World Interact 2022: Key Takeaways
A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube Justin Garlock Customer Success Analyst Peter Armaly VP of Customer Success Nick Mitchell Program Manager, Partner Success Sheik Ayube VP of Business Development It’s easy to forget how many different types of shoes there are in the world: heels, wingtips, wedges, loafers, even […]
read moreRants of a Customer Success Analyst: The Chase in Customer Success
The Reason It’s a normal day so far. Pre-pandemic when I went into an office every day. The commute this morning was long—typical combination of traffic and Cincinnati construction. I just got back from lunch with my friend and coworker Gary—double reward points day at our local sandwich shop somehow makes roast beef taste better. […]
read moreRants of a Customer Success Analyst: Scenario Based NPS – Metrics Part 2
The Reason In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Despite my lack of strength or stamina, I always […]
read moreRants of a Customer Success Analyst: A Call in the Night – Empathy-Driven Action
The Reason The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). It’s only been about six months since I graduated high school, so I still have at least six […]
read moreWebinar Q&A Recap: How Healthy is Your Health Score?
Speakers: David Sakamoto, Vice President of Customer Success at GitLab and Neal McCoy, Vice President of Professional Services at BigCommerce Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. GitLab’s David Sakamoto and BigCommerce’s Neal McCoy joined us to share their respective journeys toward developing accurate, predictive customer health scores and […]
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