;

Swallowing the Fish

The phrase “swallowing the fish,” from TSIA’s Technology-as-a-Service Playbook, gets tossed around frequently in the technology industry. Even though it sounds like an instruction on eating seafood, the term refers to the transition from technology as an asset to technology as a service. What’s the difference? An asset is something you buy and then have […]

read more
;

The 10 Simple* Traits of an Awesome CSM

Every year, LinkedIn publishes a list of the “most promising” jobs in the American job market. Two years in a row, Customer Success Manager (CSM) has made the top 10, with year-over-year growth of more than 80 percent both years. Many of the jobs on that list didn’t even exist five years ago. Others, like […]

read more
;

Effectively Managing Subscription Consumption

Subscription-based businesses, especially in software, are taking the world by storm. According to The Software Report, software-as-a-service (SaaS) businesses make up an industry with revenues in the tens of billions of dollars. In the SaaS world, aggressive growth is not just desirable, but expected. According to forentrepreneurs.com, median revenue growth in the SaaS world is […]

read more
;

Breaking Down Customer Success Costs

Ready to stand up a Customer Success strategy in your organization? It’s crucial to understand the true cost of Customer Success (hint: it goes way beyond salary). Well-meaning organizations may find themselves with significant investments in human capital only to find their processes aren’t scalable or they’re overspending on hard, soft, and fringe benefit costs. […]

read more
;

Case Study: Health + Hygiene Undergoing Tech Transformation

Gone are the days when only born in the cloud SaaS companies had Customer Success teams. As the subscription economy continues to spread far and wide, even commodities companies are thinking about how to move to a subscription model, and in turn, how to keep their customers happy and successful. Making that shift is certainly […]

read more
;

Case Study: ESG Expands Relationship with Major Tech Company

We take great pride in the work that our teams do to help our clients achieve their goals, and nothing makes us prouder than seeing that work result in growing those partnerships. ESG began a partnership with a global customer experience and call center technology company in 2018. In 2019, we’ve expanded that relationship. The […]

read more
;

Case study: ESG guides Global Software Company through SaaS transformation

We’re thrilled to partner with a Global $3B Software company to help build out their brand new Customer Success program. Business challenges A significant SaaS transformation within this Global Enterprise Software company led them to a new need to create a Customer Success program. Building a successful and scalable CS program from scratch is no […]

read more
;

VMware Education Partnership

Business challenges Demand for revenue growth Clients that leverage the robust training and education that VMWare offers are happier and more likely to renew. To ensure customers take recommended training, VMware offers Training Credits as well as Professional Services Credits (PSO Credits) which can help cover customer training expenses. Without someone proactively managing consumption, PSO […]

read more
;

Onboarding your customers with purpose, momentum, and precision

“The seeds of churn are planted early, and those seeds are planted deep if your onboarding experience is bad.” – Lincoln Murphy It’s widely understood that a good onboarding is critical to ongoing customer happiness. But it’s tricky, and we often miss the mark because: Onboarding a new customer is hard to do. We tend […]

read more
;

Building a Business Case for more Customer Success resources

In the archives of the prestigious research firm Forrester, there’s an article written by a seasoned analyst highlighting what she foresaw as key business trends for the coming year. Number two on her list was “Companies Will Explore Proactive Engagement.” She wrote: “Proactive engagements anticipate the what, when, where, and how for customers, and prioritize […]

read more