Customer Profile: ESG guides Global Software Company through SaaS transformation
We’re thrilled to partner with a Global $3B Software company to help build out their brand new Customer Success program. Business challenges A significant SaaS transformation within this Global Enterprise Software company led them to a new need to create a Customer Success program. Building a successful and scalable CS program from scratch is no […]
read moreCase Study: VMware Education Partnership
Business challenges Demand for revenue growth Clients that leverage the robust training and education that VMWare offers are happier and more likely to renew. To ensure customers take recommended training, VMware offers Training Credits as well as Professional Services Credits (PSO Credits) which can help cover customer training expenses. Without someone proactively managing consumption, PSO […]
read moreOnboarding your customers with purpose, momentum, and precision
“The seeds of churn are planted early, and those seeds are planted deep if your onboarding experience is bad.” – Lincoln Murphy It’s widely understood that a good onboarding is critical to ongoing customer happiness. But it’s tricky, and we often miss the mark because: Onboarding a new customer is hard to do. We tend […]
read moreBuilding a Business Case for more Customer Success resources
In the archives of the prestigious research firm Forrester, there’s an article written by a seasoned analyst highlighting what she foresaw as key business trends for the coming year. Number two on her list was “Companies Will Explore Proactive Engagement.” She wrote: “Proactive engagements anticipate the what, when, where, and how for customers, and prioritize […]
read moreNeuroscience and Customer Success: Building a strategy that supports human interaction
In 2015, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience on the power of collaborative interactions in building and maintaining relationships. One of their experiments involved playing a simple game. Some participants were told they were playing the game with other people while others were told they […]
read moreCustomer Success at scale
Automation gets a bad rap. Ever since the Industrial Revolution, the same story gets told and retold, and it certainly sounds intuitive: as technology improves, human beings lose jobs. But a closer look at the historical evidence reveals quite the opposite: technology ultimately creates more jobs than it destroys. A 2016 article in The Economist […]
read moreSuccess through Customer Segmentation
“Nothing can add more power to your life than concentrating all your energies on a limited set of targets.” – Nido Qubein I read a case study recently about an international cruise vacation company. They were creative and aggressive marketers and were driving brand awareness and lead generation across a variety of geographies and audience […]
read morePutting your customers (and your company) on the map
We’ve all been there. You’re at a restaurant or buying something online and it’s just not going well. The service is bad or the online functionality doesn’t work or the product you want is no longer available. You’re getting upset, and the more the bad experience drags on, the more frustrated you become. We’ve all […]
read moreIntegrating Education Services for more powerful Customer Success
Walmart founder Sam Walton once famously said, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” From the earliest days of the technology revolution, software companies applied that maxim almost exclusively on customer acquisition. Make the initial […]
read moreCase Study: ESG Helps Marketo Break Training Revenue Records
Business challenge Growing demand & revenue for Customer Education Marketo University has long been the most reliable training resource for Marketo customers. As training offerings expanded, the University Team needed a new approach to effectively market and sell a variety of education services. However, internal Marketo Sales and Customer Marketing resources were limited. The new […]
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