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Case 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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Peter’s Perspective: Customer Success in the Age of Uncertainty

Written by Peter Armaly “Judge Taney can do many things but he cannot change the essential nature of things, making evil good and good evil.” – Frederick Douglass, American social reformer, abolitionist, orator, writer, and statesman The tech industry is experiencing the kind of turmoil it hasn’t seen in over 20 years, since the dot.com […]

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Peter’s Perspective: What Businesses Can Learn from Nuclear Physics

Written by Peter Armaly   Set aside your usual business perspective for a moment and come with me on a short ride of science. Everything in life is either matter or energy. All matter is composed of atoms that house protons, neutrons, and electrons. At the center of the atom is the nucleus, where the […]

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Case Study: Harnessing Triple-Digit Growth in the Shift to XaaS: How ESG Guided Pure Storage in Launching Customer Success

Pure Storage® (NYSE: PSTG) prides themselves on giving technologists their time back. Pure delivers a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds. Pure helps customers put data to use while reducing the complexity and expense of managing the infrastructure behind it. […]

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Defining and Applying Change Management in Customer Success

Customer Success often involves making changes. Changes to processes, changes to teams, changes to whole organizations. Change management is a critical skill for CS leaders, but it frequently gets overlooked in the face of all the other responsibilities demanding our time and attention. Adopting and implementing change management principles is vital to the success of […]

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Peter’s Perspective: Actually, It is Rocket Science

Co-authored by Peter Armaly & Nick Mitchell   Despite the everydayness of that famous cliché, a cliché so many of us are prone to utter almost mindlessly, developing and executing a strategy for growing an enduring business is very similar to rocket science. Let me explain by talking about rocketry. There are two standard methods […]

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What CS Leaders Should Know (But Their Teams Aren’t Telling Them)

Customer Success leaders are doing their best. They care, and they want to do right by their company and their team. That intention goes a long way! But let’s be honest – CS leaders are no different than any other leaders, in that they don’t always get it right. It’s just a fact of life […]

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Customer Success Definitions, Calculations, and Lingo…Oh My!

Customer Success has gone from a nice-to-have to a need-to-have in every SaaS company. As an industry, we’ve adopted a slew of terms, acronyms, and buzzwords over the years. And while the role of Customer Success teams may vary from company to company, the terms that we use as CS professionals generally remain the same. […]

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Executive Communication: A CS Leader’s Guide on Presenting to Personality Types

Co-authored by Anita Toth   Because Customer Success is such a new industry, most CS leaders don’t come from an executive background. They don’t have decades of experience selling their ideas up the chain. CS hasn’t been around that long! So, one issue we’ve seen come up over and over again is how unprepared CS […]

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Customer Journey Map or Touchpoint Map – What’s the Difference?

Customer journey maps and touchpoint maps (also known as service blueprints) are often conflated, but they are not the same thing. Though they are similar creations, they are actually two different ways of understanding the customer journey. One is a front-end map – the part the customer sees and experiences, ideally created from their point […]

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