We know that every Customer Success organization has its own set of priorities, so we align our work with your success criteria, metrics, and goals to deliver measurable and impactful results. The list of KPIs we measure and improve for customers is extensive – Time to Value, Adoption Rate, Product Utilization, Customer Satisfaction, Churn Rate, NPS, and on the list goes. Regardless of the metrics that matter most to your organization, ESG is committed to using our 17 years of expertise to support those initiatives.
We’re committed to exceeding goals and improving KPIs, but the value that ESG brings goes beyond those results alone – we provide valuable insights to your Customer Success organization and to departments throughout your company. Our virtual Customer Success Managers (vCSMs) develop a deep understanding of each end user’s experience with your product, then report that information back into the organization. Through communication with your end users, our vCSMS can share vital information like customer feature feedback and requests with your product team, common bugs with support, customer testimonials with marketing, and referenceable clients with sales.