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The Customer Success Maturity Model Part 1: “Build” Capabilities (The Foundation of CS)

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline. What we’ve learned is that there is no one “right” way to do Customer Success. But there […]

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Guiding SaaS Customers to Be More Autonomous…and Why It’s Important

Customers actively seek out more autonomy in order to speed up day-to-day decision-making. Your customers want to interact with your product, but they want to do so in their own time and – on their own terms. If you facilitate autonomy, you’re very likely to see increased loyalty, advocacy, improved product adoption, and reduced churn […]

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Consultants vs. Staffing vs. ESG: What’s the Difference?

We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. Scaling Customer Success is a huge undertaking, no matter where you are in your journey to full Customer Success maturity. If you’re just starting out, hiring CSMs […]

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In-App Engagement Software: Your Friendly Neighborhood CS Tool

Here’s a riddle for you. How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? 100%? While it may sound dramatic, it’s not a far-fetched scenario for […]

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CRMs vs. Customer Success Platforms: A Tech Tool Showdown

Hello ladies and gentlemen! Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. When the CS industry needed a more customized approach to track relationship data after purchase, these CS platforms […]

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Community Platforms and Customer Success: The PB&J of Customer Engagement

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. Even though “digital transformation” has become the buzziest of buzz words, it’s still a big deal in the CS world. In the Inaugural Customer Success Leadership Study, we found that many CS teams are still […]

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Inaugural Customer Success Leadership Study Validates Growth of Industry

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on. Part of our work is collecting data that […]

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My First 90 Days in CS

  When I joined the ESG team earlier this year, I was excited, to say the least. I entered Customer Success with a unique perspective, bringing a sales and renewal background to the table. I was eager to help Customer Success as a Service spread like wildfire! But, before I could do that responsibly, I […]

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How to Prepare an Effective Quarterly Business Review

Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. The focal point of the Quarterly Business Review, commonly known as a QBR, revolves around the business of your customers, on what can […]

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More Than Delight: Why Process & Data Matter in CS

“Have those reports on my desk by five!”…Not something we hear much anymore in the world of ever-advancing technology and automated process. Gone are the days of giving my colleagues hard-copy printouts of graphs and lines of numbers just to have to wait for three months for a person with an analytics degree to tell […]

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