Customer Success as a Service Category - Page 21 of 22

;

Customer Journey Mapping: It’s Not Just About the Destination

“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of […]

;

The Trifecta: Top 3 Customer Success Manager Traits to Increase Customer Retention

How do I increase customer retention? It’s one of our most frequently asked questions. Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions […]

;

3 Unique Concepts to Connect Marketing & Customer Success

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. This leader understood that the marketing team was a valuable resource when developing customer-facing communications but wanted more. As we discussed possible options for the “future state” of a marketing + customer success partnership, it became apparent […]

;

Step Out of the Customer Success Silo and into the Light of Education Services

Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS reality is a lot more complex, nuanced and ultimately scientific. It requires relationship building, thoroughly understanding customer needs, advocating for […]

;

Champagne Results on Juice Box Budgets: Winning Customer Success Through vCSM Engagement

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the […]

;

3 Customer Success Best Practices to Scale People & Automation

In a fast-paced, resource-strapped world, solving problems through automation is a no-brainer. Auto-delivering customer communications through technology can cost less and is often faster. Plus, hurried customers who just need answers love real-time, no hassle responses. What customers don’t love is never having the option of human engagement — even when they don’t realize they’re […]

;

Thoughts Post Pulse: Failure & the Value of Customer Success

I rarely look forward to long flights. However, my flight from San Francisco to Cincinnati after Gainsight Pulse 2018 was an exception. The 4+ hour journey gave me time to digest and reflect on everything I encountered over the past two days. From the information-packed sessions to the Ferris Wheel, there was a lot to […]

;

Does Your Customer Experience Meet the Nordstrom Standard?

When was the last time you had an extraordinary customer experience? An experience that left you feeling so warm and fuzzy that you’d never consider spending your money with anyone else? For me, it was with Nordstrom. Confession time: I’ve got a bit of a shopping problem, and Nordstrom is where I get my fix. […]

;

Megan Macaluso Joins ESG as Vice President of Strategic Development

Education Services Group, LLC (“ESG”), the leading Customer Success as a Service provider, is proud to appoint Megan Macaluso as Vice President of Strategic Development. In her role, Megan will oversee Business Development and will be integral in expanding ESG’s Customer Success solutions. Michael Harnum, CEO of ESG, stated, “I’m very excited to have someone […]

;

Lesson Learned: Spending 2 Days in the Mountains with 100 Customer Success Leaders

I recently spent a few days in the mountains of Utah with 100 CS leaders. I say ‘leaders,’ not because of the VP title they wore on a lanyard, but because everyone showed up – ready to learn, ready to engage and ready to lead. My goal of attending CS100 was simple. To leave this […]