Building the foundational elements of a robust, proactive Customer Success organization is a complex, time-consuming task, even for highly tenured CS professionals. While you may have the skills to complete this exercise on your own, most CS organizations simply don’t have the time.
ESG designs, develops, and delivers an operating model that is effective at delivering the revenue results required to overcome high churn, low retention, low expansion, and low NRR.
ESG understands complex environments and the sequence of actions that include development of playbooks, enablement, or training to execute against actions that will lead to desired revenue results.
Unlike independent consultants or temporary staff, ESG has a greater breadth and depth of specialized, internal resources that can tackle larger, more complex problems and deliver better ROI. Unlike CS technology platform providers and third-party CS platform integrators, ESG is client-focused and vendor-agnostic, optimizing strategy, people, process, and technology no matter the circumstances.
For teams that do not have the time/bandwidth, and/or the experience expertise to diagnose the problems and solve this problem quickly, let ESG deploy a temporary team of specialized resources to quickly improve revenue performance.
A 5% increase in customer retention can lead to an increase in profits between 25% and 95%.
Existing customers will spend more — 67% more — on your business than new customers will.
Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. They retain higher wallet share and have customers that are 7-8X more likely to purchase more from the company.