The Customer Success Maturity Model
As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline. What we’ve learned is that there is no one “right” way to do Customer Success. But there […]
read morePeter’s Perspective: Becoming a Better Leader Through the Thousand Quiet Moments
Written by Peter Armaly “A painting to me is primarily a verb, not a noun, an event first and only secondarily an image.” – Elaine de Kooning, 1918-1989 I’ve never been completely comfortable with the mantra being repeated in some corners that companies can grow by focusing solely on their existing customers. It’s too simple […]
read more2022 Customer Success Leadership Study
In the third annual report, your Customer Success friends at ESG and ChurnZero, alongside our sponsors Higher Logic Vanilla and involve.ai, once again set out to bring greater awareness, understanding, and support to the growing CS industry through research that provides an insider’s look at its evolving landscape. This year’s data reveals trends and common […]
read moreWhy Customer Success Operations is More Than Just CS Tool Administration
Much like Customer Success itself, there are a few different definitions of Customer Success Operations floating around. Maybe they are the group that defines processes and metrics for CS leadership and CSMs. Or, perhaps it’s their responsibility to support other members of the CS function in any way they can. When organizations are early in […]
read moreCase 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 […]
read morePeter’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 […]
read morePeter’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 […]
read moreCase 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. […]
read moreDefining 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 […]
read morePeter’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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