ESG’s Customer Success Maturity Assessment includes a deep dive session, review by the ESG advisory team, and a comprehensive readout shared during our results session.

The Model

Our Maturity assessment is based on the ESG Customer Success Maturity Model, a framework we’ve built over the past three years, aggregating findings from interviews with 100+ CS leaders, our learnings from best-in-class CS research firms like TSIA, and the participation of dozens of CS friends, consultants, and our customers – some of whom represent the most mature CS organizations in the world.

Through our research, we’ve identified 17 key capabilities mapped across three categories in this model: what are the capabilities required to 1. Build a CS practice, then 2. Operationalize that foundation, and last 3. Transform this critical function of your business in order to scale.

The ESG Customer Success Maturity Model maps over 150 data points in 17 key areas, giving you a granular view into organizational performance and enriched insights into the bottlenecks hindering your business performance today.

The Assessment

Whether you’re just beginning your CS journey or have already established the fundamentals but are looking for what’s next, the ESG Customer Success Maturity Assessment was built to help you take those steps.

The assessment takes place during a two-to-four-hour deep dive session. It consists of over 130 questions in the 17 areas that are critical to build, operationalize, and transform your CS organization.

After we’ve completed that deep dive together, the ESG advisory team will review and evaluate your responses. Then, we’ll reconvene for a one-hour results session.

You’ll walk away with a comprehensive readout of where you stand today and specific guidance on how to improve maturity in each key area. The assessment readout is an effective and proven tool to accelerate your time to market, shortening the road between you and a truly proactive and predictive Customer Success organization.

The Assessment is provided for a one-time fee of $20,000.

The Proof

“One of the things I lean on quite a bit is the Maturity Model exercise that ESG executes. I recommend you do a Maturity Assessment to figure out how you line up to where you need to be. Once we did the CS Maturity Assessment, it allowed us to understand what gaps we had and really focus on those gaps to move forward.”

– Carlos Quezada, Head of Customer Success, Aruba

Aruba turned to ESG for expertise in swiftly building a successful CS framework for their specific landscape. A Customer Success Maturity Assessment at the beginning of the ESG/Aruba partnership scored Aruba at just 4%, in extremely early stages of CS development. This analysis gave the team an objective score to build upon as the new program advanced. Since working with ESG, Aruba has progressed from that 4% Customer Success Maturity Score to 40% in less than a year, experienced a 20-point improvement in churn rates, and increased net retention by 40%. Read more in the case study.

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Work smart, not hard. The ESG Customer Success Maturity Assessment will bring a layer of structure and organization to keep your program on the rails and moving forward. It also serves as a benchmarking exercise among your peers. Our benchmark data can help you understand if you are ahead or behind the curve.

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With plenty to do, and often limited resources available to accomplish said tasks, where should your limited time and energy be allocated for the biggest impact? Understanding your gaps and building a prescriptive plan based on these findings will significantly increase your speed of maturation.

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The work done early on in developing Customer Success capabilities will often not lead to an immediate impact on lagging indicators like renewal rate and expansion. You’ll need interim data points to illustrate progress. Our assessment’s objective score can be used to maintain trust with your executive team and demonstrate that you’re moving in the right direction.