;

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 […]

read more
;

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 […]

read more
;

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 […]

read more
;

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 […]

read more
;

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 […]

read more
;

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 […]

read more
;

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