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, but regardless of the metrics that matter most to your organization, ESG is committed to using our 18 years of expertise to support those initiatives.
We move the needle on leading indicators, like shortening time to onboard and time to value, decreasing cost to serve, improving adoption rate and customer coverage, and enhancing CSAT and NPS scores. These key KPIs then lead to increases in customer referrals, recurring revenue, logo and revenue growth, and most critically, net retention.
We’re committed to exceeding goals and improving KPIs, but the value that ESG brings goes beyond those results alone – we build strong, lasting relationships with our customers and their end users, and bring a level of excellence to everything we do.