;

More than a Buzzword: Why Committing to Customer Success Is Essential

In 1975, Kodak engineer Steve Sasson built the first ever digital camera, but Kodak’s management just didn’t see the appeal. After all, profit margins were far higher on film than on the cameras themselves, and this was filmless photography. In Sasson’s words, “management’s reaction was, ‘that’s cute, but don’t tell anyone about it.’” This was […]

read more
;

Customer Success Recommendations for Your 2020 Planning

Fall is in the air! The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. To help you get started, we pulled together advice from the best of the best — our very own Sheik Ayube, Director […]

read more
;

What Can Customer Success Learn From Marketing?

If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your […]

read more
;

Notes from the C-Suite: The Value of Customer Success

You’ll find a lot of self-proclaimed experts on the subject of Customer Success on the web, but many of them don’t have the credentials — or track record — to back it up. So we thought we’d go straight to the top and discuss the state of the CS industry with our CEO, Michael Harnum. […]

read more
;

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 […]

read more
;

Fundamentals: Basic Leading and Lagging Indicators in Customer Success

Leading and lagging indicators provide useful ways to look at the cause and effect relationship among various KPIs. It can get a bit complicated the deeper you dive. To keep things simple, think about breaking things down to an ACTIONS=RESULT equation, where leading indicators represent the action and lagging indicators the result. To apply this, […]

read more
;

Fundamentals: Focus on Retaining your Mid-tier Customers

Here we are in the midst of “the dog days of summer.” That time when productivity ebbs and new customer acquisition slows down. It seems people are more focused on vacations with the family and road trips to the beach than they are on actual business. Who can blame you for soaking up those last […]

read more
;

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 […]

read more
;

The Importance of Account Segmentation for Customer Success

You wouldn’t shop for furniture at the grocery store. You wouldn’t ask your accountant for help with child care. Why? Because there is a method to breaking things apart into what makes sense. Customer segmentation isn’t all that different. It makes sense that we divide our customers and prospects into various groups based upon their […]

read more
;

How Customer Success Data Can Impact Strategy Company-Wide

Your Customer Success efforts generate a lot of data, from product usage to customer behavior to adoption and renewal rates. But how are you supposed to use all that data? Think of the data as the raw ingredients you can buy from the grocery store. You can buy the highest quality ingredients or you can […]

read more