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The Transition from Traditional to SaaS: 5 Tips to Get You Through the Growing Pains

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. The larger and more established your company is, the harder it is to navigate this monumental change. Think about everything that goes into the operation of a multi-billion-dollar enterprise. Now, mix in a move away from […]

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5 Customer Success New Year’s Resolutions for 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. For many of us, that means taking stock of our near and […]

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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 […]

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The Many Pieces and Parts of Customer Success Operations

It’s a commonly held concept that Customer Success Operations is Customer Success for the Customer Success team. I actually don’t personally love this analogy, but, like so many other aspects of CS, the definition of CS Ops is ever-evolving. In earlier stages of Customer Success Maturity, people tend to wear many hats, and operations can […]

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Is a Pooled CSM Model Right for You?

When people talk about scaling Customer Success, they usually mean adding digital capabilities into the mix. While you probably know by now that I’m a huge fan of Digital Customer Success, I think it’s important to acknowledge that this is not the only path to optimizing engagement as your customer base grows. If we think […]

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Why Segmentation and Tiering Are Not the Same

I’m just going to come right out and say it. It might break some hearts, but it’s important to get this out there. Customer segmentation and tiering are not the same thing! If you’re sitting there thinking, “of course, I know that. Don’t be silly!” Then, I’m relieved. But I still see far too many […]

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Navigating Rough Waters: Actions for CS During Uncertain Times

It would be an incredible understatement to say that the last couple of years have been a bit bumpy for, well, just about every person and every business. Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. Now that we’re nearly 75% of the way through, […]

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Risky Business: Proactively Planning for Risk in Customer Success

Wouldn’t it be nice to have a superpower that allowed us to see into the future? We could prepare for the unexpected, saving time and money and preventing roadblocks from ever getting in the way of desired outcomes in the first place. It would be nice (although things might get a little boring).   As far […]

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Webinar Q&A Recap: You Already Have a Customer Community – Are You Cultivating It?

Speaker: Jay Nathan, Chief Customer Officer of Higher Logic & Co-Founder of Gain Grow Retain  Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join […]

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