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The Customer Education Maturity Model

Like many things in the world today, the role and purpose of education organizations inside companies is very dynamic. Once a stalwart of technology offerings, education departments were able to get by with producing quality content and scheduling courses to deliver that content for many years. With the dawn of the digital era, much of […]

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Is Your Training Evolving? Modalities You Should Know & Use

Ensuring that your customers are well-educated and well-trained on how to use that awesome software they just purchased is key to ensuring that they actually use it. According to TSIA, 87% of software users are able to work more independently after taking training. Since independence in utilizing a new tool is critical to making it […]

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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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The Crisis of Confidence in Customer Success: Presentation Recap

Since 2013, the Customer Success Association has been hosting Customer SuccessCon, a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community. ESG was proud to sponsor and present at all of this year’s […]

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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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So, What’s an Acceptable Churn Rate?

From customer satisfaction to revenue, SaaS companies have many factors to worry about when it comes to keeping their business not only afloat, but also thriving. One such factor: What is your churn rate, and what can you do to decrease it? Reality check: these are critical questions, but they don’t have such a straightforward […]

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Customer Success Tools: The New ATM?

In the 1980s, ATMs started to become widespread in banks across the country. Bank customers didn’t have to go up to the counter or interact with a human being at all in order to make a deposit or withdrawal, and tellers were worried. They thought ATMs would replace them, making their jobs unnecessary and at […]

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How To Measure Customer Adoption

Imagine one of those food subscription services that sends you the ingredients to easily make meals at home — we’ll call it FoodBox. You sign up for a FoodBox subscription that sends you five dinners for the week, and the box arrives the following Monday. As it turns out, some of the recipes are too […]

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An Introduction to Customer Lifecycle Marketing

Troy Burk, CEO and Founder of Right On Interactive, shared this thought provoking article with us, and we want to share it with you! An introduction to Customer Lifecycle Marketing By Troy Burk It’s often been said it’s easier and less expensive to retain or upsell a customer than to bring on a new one. […]

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