Customer Success rarely starts with a fully designed operating model. It starts with urgency – smart people doing whatever it takes to keep customers moving. Roles are loosely defined. Handoffs are informal. Customer ownership is often fluid, shifting depending on the account and what’s needed in the moment. As the company grows, those early patterns harden. Exceptions become habits. Habits become […]
READ MOREMost customer success teams work hard. Many deliver consistent activity. Far fewer improve financial performance by design. The gap is rarely effort or intent. It’s literacy. Inside many technology companies, customer success leaders responsible for retention and expansion are not fluent in how their work translates into financial outcomes. They know what they do. They […]
READ MOREMost 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 […]
READ MOREAt 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. […]
READ MOREEverybody 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 […]
READ MOREThe 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 […]
READ MOREWritten 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 […]
READ MOREWritten 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 […]
READ MOREESG 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 […]
READ MORELet’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 […]
READ MOREWritten by Sheik Ayube It depends on whether you want it to last. Looking for an easy answer to a complex question is human nature. We all do it. Our brains are super computers biased toward finding the most efficient (and often easiest) solution. It’s our instinctive reflex when faced with the unknown because […]
READ MOREWritten by Peter Armaly (Director’s voice: Okay, you’ve practiced the mantra. I’ve heard you say it a hundred times now and I have to say it comes across in the spirit and the intonation of the Buddha himself. So, here’s the scene. When the curtain rises and the lights come up, you’re going to […]
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