Customer Success as a Service Category - Page 9 of 22

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Peter Armaly Joins ESG as New Vice President of Customer Success

ESG, the leader in Customer Success as a Service®, is adding to its leadership team with the appointment of industry veteran Peter Armaly as Vice President of Customer Success. Peter joins ESG from Oracle, where he held strategic leadership roles in both Marketing and Customer Success for over five years. Peter is well-known in the […]

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Webinar Q&A Recap: What It Takes to Become a Customer-Led Growth Leader

Speaker: Chris Hicken, CEO & Co-Founder of Nuffsaid Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand! Chris Hicken, CEO and Co-Founder of Nuffsaid, and Marley Wagner, Vice President of Marketing & Digital Customer Success here at ESG, […]

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5 Models for Monetizing Customer Success

For some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. Because there is so much to […]

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Net Revenue Retention: The New King of CS Metrics

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Customer Success charters are expanding to cover more revenue-related activities, but CS leaders can do more to validate their […]

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The Dos and Don’ts of Killer Customer Surveys

Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should!) contribute to creating killer customer surveys no matter who owns the survey methodology in your organization. By following this list of […]

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5 Questions to Ask When Making the Choice – Customer Journey Map or Touchpoint Map?

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences. Customer Success leaders must understand the […]

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The Future’s So Bright, We Gotta Wear Shades: Customer Success in 2022

What a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry […]

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A Customer Success Guide for Teachers

I was a teacher for nine years. It’s what I had always wanted to be growing up and I never even considered anything else. I attended a university with a top education program and immersed myself in the path to becoming a teacher. After graduation, I got my first job teaching second grade and settled […]

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A Day in the Life of a CSM

A day in the life of a CSM will look a little different depending on so many factors – the size of the company, the product or services they provide, the individual CSM’s book of business, how CS is structured within the business, their CS organization’s maturity level…I could go on and on. The job […]

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Why Success & Support Need Each Other (But Aren’t the Same)

Customer Success, Support…Support, Success…what is the difference? Both Success and Support share the same ultimate goal – to create the best customer experience (CX) possible – but they go about it in very different ways. Support is reactive whereas Success is proactive. You need both of these groups to kick things into high gear as […]