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How Long Does It Actually Take to Build a Customer Success Organization?

Written by Sheik Ayube   It depends on whether you want it to last. Looking for an easy answer to a complex question is human nature. We all do it. Our brains are super computers biased toward finding the most efficient (and often easiest) solution. It’s our instinctive reflex when faced with the unknown because […]

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Peter’s Perspective: Customer Success Mantra: A One Act Play

Written by Peter Armaly   (Director’s voice: Okay, you’ve practiced the mantra. I’ve heard you say it a hundred times now and I have to say it comes across in the spirit and the intonation of the Buddha himself. So, here’s the scene. When the curtain rises and the lights come up, you’re going to […]

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Peter’s Perspective: Imagine the Possibilities of a Well-Educated Customer

Written by Peter Armaly A few years ago, I was thirty minutes away from delivering a presentation in front of an internal audience of senior leaders. My boss finally found a moment to review and critique the slide deck I sent to him a week before. His only words? “Don’t bury the lede” I wanted […]

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The Customer Success Maturity Model

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline. What we’ve learned is that there is no one “right” way to do Customer Success. But there […]

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Peter’s Perspective: Becoming a Better Leader Through the Thousand Quiet Moments

Written by Peter Armaly “A painting to me is primarily a verb, not a noun, an event first and only secondarily an image.” – Elaine de Kooning, 1918-1989 I’ve never been completely comfortable with the mantra being repeated in some corners that companies can grow by focusing solely on their existing customers. It’s too simple […]

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2022 Customer Success Leadership Study

In the third annual report, your Customer Success friends at ESG and ChurnZero, alongside our sponsors Higher Logic Vanilla and involve.ai, once again set out to bring greater awareness, understanding, and support to the growing CS industry through research that provides an insider’s look at its evolving landscape. This year’s data reveals trends and common […]

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Why Customer Success Operations is More Than Just CS Tool Administration

Much like Customer Success itself, there are a few different definitions of Customer Success Operations floating around. Maybe they are the group that defines processes and metrics for CS leadership and CSMs. Or, perhaps it’s their responsibility to support other members of the CS function in any way they can. When organizations are early in […]

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Case Study: Kicking Off Customer Success for Partners at Aruba – 500% Growth in Partner Participation in 12 Months

“Having ESG as a partner has been absolutely instrumental to the success of the program. There’s tremendous value in working with a vendor who has helped other organizations take the same journey.” – Karl Hofmeister, Senior Program Manager, Aruba Aruba, a Hewlett Packard Enterprise company, got its start as a hardware manufacturer. Today, they are […]

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Peter’s Perspective: Customer Success in the Age of Uncertainty

Written by Peter Armaly “Judge Taney can do many things but he cannot change the essential nature of things, making evil good and good evil.” – Frederick Douglass, American social reformer, abolitionist, orator, writer, and statesman The tech industry is experiencing the kind of turmoil it hasn’t seen in over 20 years, since the dot.com […]

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Peter’s Perspective: What Businesses Can Learn from Nuclear Physics

Written by Peter Armaly   Set aside your usual business perspective for a moment and come with me on a short ride of science. Everything in life is either matter or energy. All matter is composed of atoms that house protons, neutrons, and electrons. At the center of the atom is the nucleus, where the […]

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