Pillar Page Archive - Page 2 of 7

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The New Standard for Enterprise Value

Most technology leaders already sense that the environment has shifted. For private-equity-backed technology companies, the change is no longer debatable. New logo growth has slowed materially. Across SaaS, growth rates today are roughly two-thirds lower than pre-COVID levels, and steadily declining. Budgets are tighter and more closely scrutinized. Conversion rates are down. Customer acquisition costs […]

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Case Study: Driving Exit Readiness for a PE-Owned Tech Company Approaching Valuation Event

The Situation: Exit Risk Emerges Late in the Hold A private equity–owned digital health company entered the final stage of its investment cycle. With more than 6,000 SMB customers, the segment represented a growing source of risk as the company prepared for exit. Six-month revenue churn climbed from 6.7% to 14.2%, eroding renewal predictability and […]

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Case Study: Transforming Onboarding for Enhanced Efficiency, Improved Adoption, and Increased Retention

Client Overview ESG’s client in this case study is a leading provider of advanced analytics and patient management software specifically tailored for SMB health practices. This digital health management platform includes a suite of products designed to streamline operations, enhance patient care, and ultimately drive revenue growth for small practice professionals. However, as the company […]

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AI can be many things – making it work for employees can be the key to your success as a leader

At this point, it’s an obvious understatement to say that there’s recently been a lot of excitement about Artificial Intelligence (AI). But let’s be frank. Its more of a feeding frenzy. Which reminds me. I read a report this week that said that all the great white sharks have left South African waters. […]

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Advanced Digital Modalities in Customer Success

Everybody loves to think about the exciting technologies our future might hold. From eagerly anticipating the flying cars of The Jetsons to imagining algorithms like ChatGPT taking the business world by storm, people love dreaming about possibility. In Customer Success, we don’t always get the opportunity to think too far ahead. CS leaders usually focus […]

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The 5 Key Areas of Responsibility for Customer Success Operations

The 5 Key Areas of Responsibility for Customer Success Operations Customer Success Operations is a hot topic these days for good reason. Teams are learning to do more with less as economic challenges clash with new opportunities in the digital space. Having a CS Ops team is no longer the exception; it’s the rule. As […]

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Peter’s Perspective: Math explains a lot of things but not everything

Written by Peter Armaly I love math. I’m not saying I’m good at it. I’m just saying I love it. And the reasons are: Numbers don’t lie. People lie. But on their own, numbers just stare you in the face and what you see is what is meant. Without math, nothing in the physical […]

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Peter’s Perspective: Monetize Customer Success? Curb your enthusiasm

Written by Peter Armaly Want the executive summary of this article? Don’t rush to monetize CS before conducting a thorough study. And there’s a spoiler… it’s way harder to monetize than you think and you’re not going to find much information in the public realm about what conducting a thorough study entails. I feel […]

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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 […]

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The 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 […]