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The Customer Success Maturity Model Part 3: “Transform” Capabilities (Optimizing CS)

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. If you haven’t read parts one and two on the Build and Operationalize phases of […]

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The Customer Success Maturity Model Part 2: “Operationalize” Capabilities (Constructing Your CS System)

Stop! If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. If you’ve already devoured that and are ready for more, read on! Here in part two, I’ll talk about the second phase of Customer Success maturity – […]

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The Customer Success Maturity Model Part 1: “Build” Capabilities (The Foundation of CS)

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 […]

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The 4 Phases of Digital Customer Success

One of my biggest professional pet peeves is when people think that automation means eliminating personalization or human connection. Newsflash: if that’s happening with your automation, you’re doing it wrong. Whether we’re talking about attracting new customers or strengthening the bonds with your current customers, this (surprisingly common) misconception has got to go – especially […]

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Why Tech Touch Isn’t Only for Your Tail

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. What a beautiful world that would be! But we live in reality, where time and resources are not, in […]

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In-App Engagement Software: Your Friendly Neighborhood CS Tool

Here’s a riddle for you. How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? 100%? While it may sound dramatic, it’s not a far-fetched scenario for […]

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The 4 ‘Marketing’ Metrics that Measure Customer Engagement

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ That would be a valid question. But the answer may not be what you think. It’s not about inter-departmental cooperation or collaboration, or even about learning from your peers. […]

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The Customer Success Maturity Model

Building a Customer Success Organization is no easy task. Let me rephrase. Building a proactive and predictive CS organization is no easy task. Make no mistake, there is big difference between adding CS to a company org chart vs. building a scalable operationalized practice. To accomplish this, here are just a few considerations to keep […]

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Customer Experience: What B2B Can Learn from B2C

In the B2B world, your roster of customers may appear as just a list of company names – a long list of logos won by your sales team. And kudos to sales – they worked hard for those wins! But behind every Corp., Inc., and Ltd. on that list is a living, breathing human being […]

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Customer Experience Starts with Personas

The term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although […]

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