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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 […]

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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 […]

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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 […]

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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 […]

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The 10 simple* traits of an awesome CSM

At the end of 2017, the professional networking site LinkedIn dove into its deep database of user information to evaluate the talent landscape in the U.S. They looked at data from both 2012 and 2017 to see what roles had grown the most in demand during that time and came up with a list of […]

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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 […]

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Neuroscience and Customer Success: Building a strategy that supports human interaction

In 2015, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience on the power of collaborative interactions in building and maintaining relationships. One of their experiments involved playing a simple game. Some participants were told they were playing the game with other people while others were told they […]

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Customer Success at scale

Automation gets a bad rap. Ever since the Industrial Revolution, the same story gets told and retold, and it certainly sounds intuitive: as technology improves, human beings lose jobs. But a closer look at the historical evidence reveals quite the opposite: technology ultimately creates more jobs than it destroys. A 2016 article in The Economist […]

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Success through Customer Segmentation

“Nothing can add more power to your life than concentrating all your energies on a limited set of targets.” – Nido Qubein I read a case study recently about an international cruise vacation company. They were creative and aggressive marketers and were driving brand awareness and lead generation across a variety of geographies and audience […]

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Putting your customers (and your company) on the map

We’ve all been there. You’re at a restaurant or buying something online and it’s just not going well. The service is bad or the online functionality doesn’t work or the product you want is no longer available. You’re getting upset, and the more the bad experience drags on, the more frustrated you become. We’ve all […]

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