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 moreCase 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 moreOutsourcing 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 moreApplying 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 moreSwallowing 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 moreThe 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 moreEffectively 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 moreBreaking 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 moreCustomer Profile: Health + Hygiene Undergoing Tech Transformation
Gone are the days when only born in the cloud SaaS companies had Customer Success teams. As the subscription economy continues to spread far and wide, even commodities companies are thinking about how to move to a subscription model, and in turn, how to keep their customers happy and successful. Making that shift is certainly […]
read moreCustomer Profile: 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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