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Cooperation vs. Collaboration: Elevating the Relationship Between CSMs and Customers

Without the right tools and processes in place, Customer Success Managers (CSMs) can sometimes find themselves falling into the trap of playing a very reactive role…sort of like glorified tech support. CS leaders are always looking for better ways to ensure Customer Success plays a more dynamic role in meeting customers’ needs. Part of ensuring […]

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Inaugural Customer Success Leadership Study

Welcome to the Inaugural Customer Success Leadership Study – brought to you by your Customer Success friends at ChurnZero, ESG, and Higher Logic. Now, we know you’re here for the good-looking charts and practical takeaways, so we’ll keep this intro short. After analyzing hundreds of survey responses and consulting our team of Customer Success experts […]

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Customer Feedback Strategy in 4 Simple* Steps

Alright, you did it. You asked for feedback from your customers, so you can be done now, right?! WRONG! Asking for feedback and receiving those responses is just the beginning. In fact, it’s step one in the ACAF Customer Feedback Loop model. What, exactly, does ACAF stand for? Here are the deets: Ask for customer […]

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Case Study: Bridging the Gap Between Hair-on-Fire, Explosive Growth and Steady Scaling

“I’m a strong believer in clients come first, and that’s what ESG believes as well.” – Seth Turner, Chief Strategy Officer, AbsenceSoft   Every HR professional knows what a headache it is to track employee leave for hundreds or even thousands of employees. When navigating a labyrinth of spreadsheets and sticky notes just won’t cut […]

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Monetizing Customer Success: What You Need to Know Before Taking the Plunge

The need for Customer Success is rapidly rising across diverse industries, company sizes, and business models. No longer relegated to Software as a Service (SaaS), companies are eager to dive headfirst into the many benefits of implementing their own CS program. But as you build or expand your CS capability, one of the first questions […]

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Case Study: 10X CS Maturity Improvement Leads to 40% Increase in Net Retention for Aruba

“If somebody came to me and asked for advice on how to get started, I would say call ESG.” – Carlos Quezada, Head of Customer Success, Aruba Aruba Networks got its start as a hardware manufacturer, but today they are a complete solution provider for mobile enterprise networks. In 2015, Aruba became a Hewlett Packard […]

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Outsourcing Customer Success vs. Building Internally

Whether you are in the early stages of developing a Customer Success team or revamping your existing CS efforts, you may find yourself wondering if outsourcing Customer Success is right for your organization. There are many benefits of leaning on an experienced external partner, but the topic must be approached thoughtfully, keeping both your short […]

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Applying MVP to CS: The How

Despite over a decade of proven effectiveness in software development by companies like Groupon, Zappos, Dropbox, and Uber, the concept of Minimum Viable Product (MVP) has not yet been widely adopted by Customer Success leaders to build or expand their Customer Success operations. It’s time to change that! Check out our blog post for reasons […]

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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 […]

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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 […]

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