ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

April 13, 2020

Marley Wagner

Category: Customer Experience, Customer Retention, Customer Success as a Service, Customer Success Marketing, Customer Success Strategy, Digital Customer Success, Happening at ESG

Customer Success as a Service® provider ESG announces a partnership with ChurnZero, a real-time Customer Success platform, to offer Digital Customer Success strategy consulting services to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Communication is essential to maintaining a healthy relationship with your end users, however some organizations might find themselves struggling to create or execute on a Digital Customer Success strategy. To help ChurnZero customers who are ready to get started but might not have the team or the bandwidth to do so, ESG’s in-house Customer Success and Marketing teams will help create a custom plan along with production of digital assets.

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer, Chief Customer Officer at ChurnZero. “While our CSMs provide customers best practices for designing, implementing and scaling their Customer Success programs, sometimes we find they simply do not have the capacity to develop the assets needed to get started with a digital strategy, and that’s where we see ESG being able to provide a lift to customers who might find themselves in this circumstance.”

The ESG Digital Customer Success Starter Pack includes:

  • One-hour Digital Customer Success maturity assessment. Includes assessment readout and scorecard.
  • Documented digital communication workflow(s). Onboarding stage workflows for up to four customer segments or full customer journey workflow for a single customer segment.
  • Creation of up to ten digital assets in your ChurnZero instance. Includes copywriting and one round of edits. Can be used for any combination of email and/or in-app notifications.
  • Up to two additional hours of Digital Customer Success consulting.

“Incorporating digital into your Customer Success strategy is a tremendously impactful and cost-effective way to improve the connection with customers. Without digital, unwanted distance can be created between company and customer, but many organizations fail to deploy because the construction takes time, focus, and expertise…a combo that can be hard to come by,” says Megan Macaluso, VP of Strategic Development at ESG. “By first assessing the state of your digital strategy, then creating the foundation for a successful deployment, the ESG team will enable you to utilize those critical digital channels. We are thrilled to work with the ChurnZero team and offer this service to their customers.”

ChurnZero customers who are interested in learning more about this offering should contact their CSM.

About ChurnZero

ChurnZero helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Washington, D.C. and is backed by leading angles and venture capital firms such as Baird Capital, Grotech Ventures and Middleland Capital. For more information, visit https://churnzero.com/.

About ESG

ESG delivers Customer Success as a Service® (CSaaS), enabling you to build, optimize, and transform your CS organization. Our customized CSaaS programs include processes, thought leadership, consultation, marketing and digital communication services, technology administration, unique insights, and exceptional experiences delivered directly to your customers. We know the challenges that Customer Success leaders face, and we’re here to be part of the solution. Your Customer Success strategies serve as our north star, so we can take on aspects of your business that require a focused and results-driven approach that you may not be able to provide on your own today. We’re here to help you improve your metrics and accomplish your ultimate goal of reduced churn and increased retention. For more information, visit https://esgsuccess.com/.