Digital Customer Success Category

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Is the SaaS business equivalent to “girl math”?

Written by Peter Armaly It’s summer in the northern hemisphere and the month of August is the most languid month for business. Even half-worked December has more spark if only because of all the excitement that bubbles in anticipation of quick trips to the Caribbean or to Florida where we can lay on a […]

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Defining the Stages of the Customer Journey Map: Tying It All Together

So…quick question: What is a customer journey map? If you’ve been following along in my series, you might be wondering if it’s a bit too late in the game for me to ask this basic question. But let’s think about it for a moment. A customer journey map can be many things. Organizations that leverage […]

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Defining the Stages of the Customer Journey Map: Loyalty

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. Eventually, subscriptions come up for renewal, and that’s when the customer decides if they want to continue their relationship with you or cut […]

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Defining the Stages of the Customer Journey Map: Service

We’ve talked Awareness, Consideration, and Acquisition. Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. There are three main facets of this critical phase, and CSMs […]

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Defining the Stages of the Customer Journey Map: Acquisition

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. Congratulations! You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! It’s time to celebrate. The moment a prospect becomes a […]

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Defining the Stages of the Customer Journey Map: Consideration

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. Whether looking at it from the perspective of your organization’s general maturity level or CS operations maturity specifically, building comprehensive journey maps adds another dimension to your organization’s ability to effect change across the business. In our […]

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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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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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How to Close the Loop in Voice of the Customer (VoC) Programs (For Real)

Voice of the Customer (VoC) programs are extremely valuable for collecting customer feedback and deeper insights into the health of your customer relationships. A good VoC program is comprehensive and involves gathering feedback from many different channels. The best VoC programs not only collect and analyze customer data and feedback from a variety of sources, […]