Customer Success Maturity Category

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Defining the Stages of the Customer Journey Map: Awareness

A customer journey map is one of the first things you think of when you’re trying to improve the customer experience. It’s a roadmap of every interaction you have with your customer from the first moment they learn about your business to the moment they decide to renew (or not renew). It’s an important tool […]

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Building a Beautiful Sales to Customer Success Handoff (+ a FREE Checklist!)

I’ve talked before about how important it is to get everyone on board with the mission of Customer Success. When we’re not all on the same page, silos persist, and they, in turn, impact customer satisfaction. Silos prevent Customer Success from establishing a robust and consistent customer experience across the entire customer journey. They hurt […]

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Peter’s Perspective: Take Control of the Noise

When we see the word noise, we think of something unpleasant, something that drowns out quiet. Quiet is the word that more professionals say is the state we should be attempting to reach as businesspeople if we want to reach a higher level of personal satisfaction and realize greater amounts of business productivity. There are […]

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Noteworthy Findings Being Reported in Customer Success Today

In Customer Success, we use data for all sorts of things like analyzing customer health scores, looking for trends in Voice of the Customer (VoC) programs, and capacity planning for short and long-term strategic decision making. If you know anything about us here at ESG, you know that we love data! Big data, small data, […]

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Peter’s Perspective: Ted, the CFO,Grabs the Mic

I’ve never been a CFO, but I’ve known and worked with more than a few – some have been friends – and one is a current colleague, Ted. Ted’s a great guy. Humble, unassuming, smart, and intimidating in a friendly way. I think Ted and all the CFOs I’ve known might see themselves in this […]

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Peter’s Perspective: Run Around the Block First and Then We’ll Talk

I was on the varsity football team in high school and I not-so-secretly wanted to be seen as another #88 – Lynn Swann, the graceful and magic-handed wide receiver for the Pittsburg Steelers. Every other guy I knew wanted to be #58 – Jack Lambert, the quick on his feet and hard-hitting middle linebacker for […]

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Webinar Q&A Recap: Is CS the Next Frontier of AI?

Speaker: Joel Passen, CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined […]

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Webinar Q&A Recap: Dark Matter Data and AI-Driven Innovation: the Future is Here

Speaker: Lisa Palmer, Chief AI Strategist at AI Leaders During this session, host Peter Armaly was joined by Lisa Palmer, Chief AI Strategist at AI Leaders, to discuss how artificial intelligence will impact the way jobs are performed, how products are developed, and how service is delivered over the next few years. Lisa’s insightful answers […]

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Bumps and Breakthroughs: 5 Customer Success Predictions for 2023

Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. Needless to say, no one could have predicted the wild ride the year turned out to be, but we got a few things right. According to the 2022 Customer Success Leadership […]

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Capacity Planning in Customer Success

As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. The question 100+ CS leaders showed up to answer was: “How do I cover my entire install base of customers in the most […]