Customer Experience Archives - Page 2 of 11

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What’s in a Name? The Many Uses of “CSP” in Customer Success

Let’s say you’re reading an article about Customer Success. (Not exactly a leap of imagination, is it? 😆). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for? In Customer Success, we do use a lot of three-letter acronyms, and they can get pretty confusing. […]

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5 Key Takeaways from The Customer Conference Europe 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all I […]

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How Employee Success Leads to Customer Success: An Interview with ESG CEO Michael Harnum

I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. Since the pandemic, employee satisfaction and retention are major focal points for businesses across the board. We expect to see […]

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The Dual Meaning of Customer Advocacy

In Toy Story 4, they introduce a new character to the toys named Forky. Bonnie, the little girl who owns the toys now, made Forky out of garbage. He’s basically a spork that totters around on two feet made from a broken popsicle stick. The little girl, Bonnie, loves Forky and views him as a […]

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10 Things to Remember When Making the Move from AMs to CSMs

The role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. with a 34% annual growth rate. At the same time, spending on XaaS continues to skyrocket. Gartner’s latest cloud forecast […]

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TSIA World Interact 2022: Key Takeaways

A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube Justin Garlock Customer Success Analyst Peter Armaly VP of Customer Success Nick Mitchell Program Manager, Partner Success Sheik Ayube VP of Business Development It’s easy to forget how many different types of shoes there are in the world: heels, wingtips, wedges, loafers, even […]

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5 Critical Moments in Customer Relationships to Document in Customer Journey Maps

When you build a customer journey map, you’re focused on the customer’s experience from their perspective. You chart every interaction with your customer, everywhere you engage with them and everywhere they engage with your product. It’s easy to confuse this with a customer touchpoint map (also known as a service blueprint), where you look at […]

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Webinar Q&A Recap: What It Takes to Become a Customer-Led Growth Leader

Speaker: Chris Hicken, CEO & Co-Founder of Nuffsaid Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand! Chris Hicken, CEO and Co-Founder of Nuffsaid, and Marley Wagner, Vice President of Marketing & Digital Customer Success here at ESG, […]

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5 Models for Monetizing Customer Success

For some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. Because there is so much to […]

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Net Revenue Retention: The New King of CS Metrics

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Customer Success charters are expanding to cover more revenue-related activities, but CS leaders can do more to validate their […]