Rants of a Customer Success Analyst: The E-Book
ESG presents….Rants of a Customer Success Analyst: a real, raw, authentic, and curious look into Customer Success Operations & Analytics. Jump into the mind of ESG’s Senior Customer Success Analyst, Justin Garlock as he uses real-life, personal experiences to deliver insight into the world of customer success operations and analytics. Learn what crocheting and customer […]
read moreThe Evolution of Business Growth Models: The Path to Customer-Centricity
Let’s look back, way back, to the earliest business transactions. For the longest time, there have been sellers and there have been buyers. A seller would hang a shingle and show off their wares. A buyer would purchase the items they needed, and the transaction was complete. Business operated this way – with some added […]
read moreHow 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 […]
read morePeter’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 […]
read morePeter’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 […]
read moreThe 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 […]
read morePeter’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 […]
read more2022 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 […]
read moreWhy 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 […]
read moreCase 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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