Newsflash: Most Sales and Customer Success (CS) professionals can’t read minds. Okay – that’s probably not surprising. But it seems to be a common assumption when there is no defined strategy for [...]

“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the [...]

How do I increase customer retention? It’s one of our most frequently asked questions. Although the answer is multilayered and complex, one of the essential building blocks to answering it [...]

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. This leader understood that the marketing team was a valuable resource when [...]

Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS [...]

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we [...]

In a fast-paced, resource-strapped world, solving problems through automation is a no-brainer. Auto-delivering customer communications through technology can cost less and is often faster. Plus, [...]

I rarely look forward to long flights. However, my flight from San Francisco to Cincinnati after Gainsight Pulse 2018 was an exception. The 4+ hour journey gave me time to digest and reflect on [...]

When was the last time you had an extraordinary customer experience? An experience that left you feeling so warm and fuzzy that you’d never consider spending your money with anyone else? For me, [...]

Education Services Group, LLC (“ESG”), the leading Customer Success as a Service provider, is proud to appoint Megan Macaluso as Vice President of Strategic Development. In her role, Megan will [...]