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The 4 ‘Marketing’ Metrics that Measure Customer Engagement

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ That would be a valid question. But the answer may not be what you think. It’s not about inter-departmental cooperation or collaboration, or even about learning from your peers. […]

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Top 5 Dos and Don’ts of Digital Customer Success

Implementing Digital Customer Success strategies is a new frontier for many CS organizations. Without automation, scaling Customer Success becomes extremely difficult, if not impossible. Very few (and I mean very few) companies excel in this area today, but it’s quickly becoming a must-have. So, as you begin to expand your digital capabilities and build out […]

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CS Technology Vendor Selection: Gathering Tool Requirements

Utilizing a Customer Success tool can be an invaluable part of your customer engagement strategy, but with the ever-growing number of providers and platforms, it’s difficult to know which solution is the right fit for your business. A tool won’t magically fix the challenges you face or fill in any gaps you may have in […]

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ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

Customer Success as a Service® provider ESG announces a partnership with ChurnZero, a real-time Customer Success platform, to offer Digital Customer Success strategy consulting services to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. Communication is essential to maintaining a healthy relationship with your end […]

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The Customer Success Maturity Model

Building a Customer Success Organization is no easy task. Let me rephrase. Building a proactive and predictive CS organization is no easy task. Make no mistake, there is big difference between adding CS to a company org chart vs. building a scalable operationalized practice. To accomplish this, here are just a few considerations to keep […]

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Scaling with Digital Customer Success

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. By thoughtfully layering digital on top of the one-to-one interactions that CSMs are already having with customers, you can reduce your cost to serve and remove tedious […]

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Customer Experience Starts with Personas

The term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although […]

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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 […]

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Notes from the C-Suite: The Value of Customer Success

You’ll find a lot of self-proclaimed experts on the subject of Customer Success on the web, but many of them don’t have the credentials — or track record — to back it up. So we thought we’d go straight to the top and discuss the state of the CS industry with our CEO, Michael Harnum. […]

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CS100 Rundown: The Latest and Greatest in Customer Success

Each year, the CS100 Summit brings together the best and brightest minds in the industry to beautiful Sundance, Utah to learn and collaborate in an atmosphere of inspiration, ideation, strategy, and real-world application around Customer Success. This year, for the first time, ESG was proud to not just attend the event, but join it as […]

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