Customer Success as a Service Category - Page 10 of 22

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Product Engagement Score: A More Accurate Predictor of Churn than NPS?

There’s a new kid on the block of customer metrics, and it might be one of the most accurate individual predictors of churn we can find. What is this incredible metric, you ask? It’s Product Engagement Score (PES), and if you’ve never heard of it, you might be missing out! While NPS is a tried-and-true […]

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4 Key Takeaways from BIG RYG Virtual 2021

Energized, inspired, exhausted (in a good way)! Churn Zero’s BIG RYG: Virtual made me feel all those things and much more! My favorite part of attending Customer Success conferences is knowing that I will walk away with a plethora of best practices and tangible solutions that can be implemented with my team immediately. That’s because […]

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How to Calculate a Customer Health Score

What if you could reliably predict a customer’s future behavior? (No, not a crystal ball.) A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise. But in order […]

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The Dynamic Engagement Model: Benefits, Feasibility, and Risks

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows. Its basic principle: consistently deliver the […]

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2021 Customer Success Leadership Study Results Reveal Resilience and Growing Influence

It’s here! The 2021 Customer Success Leadership Study is out! I don’t know about you, but I love data. Numbers are the best. Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing […]

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ESG Surpasses Annual Records in Three Quarters

After the best year in the history of the company in 2020, Customer Success as a Service® has surpassed those records with three months left to go in 2021 ESG, the leader in Customer Success as a Service®, is proud to announce outstanding Q3 2021 results. The company’s unique approach combines consultation, process development, people, […]

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The 5 Scariest Customer Horror Stories in CS

At ESG, we’re extremely lucky to work with wonderful customers who treat our employees with respect. But that doesn’t mean that we’ve all been so fortunate at every point throughout our careers – we’ve all experienced our fair share of customer horror stories over the years. So, in honor of spooky season, I’ve compiled five […]

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The First 3 Things You Need to Start Your Customer Success Center of Excellence

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). We believe that’s about to change. Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping […]

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Customer Success and Product: The Ultimate Customer Feedback Loop

Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen? Is there […]

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Providing Excellent CX While Working Remote

5 Tips to Make WFM = A+ CX It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, […]