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TSIA Interact: Key Takeaways

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led […]

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BIG RYG: Key Takeaways

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso, included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.) The day was […]

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Empathy Now Leads to Loyalty Later

I know, I know, you’re sick of reading articles about Coronavirus, how to respond to it, and what happens after it. But let’s face it, whether we like it or not, that is our current reality. And might be reality for…well…awhile. And when this crazy, unprecedented time is all over, I hope that the pieces […]

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CSM Specialization: Balancing Relationships and Knowledge

While we may agree that it takes a certain set of characteristics that make an awesome CSM, your definition of the role of a Customer Success Manager (CSM) likely looks slightly different than the definition that your competitors, vendors, and customers use in their own businesses. The set of customers each CSM interacts with will […]

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The Crisis of Confidence in Customer Success: Presentation Recap

Since 2013, the Customer Success Association has been hosting Customer SuccessCon, a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community. ESG was proud to sponsor and present at all of this year’s […]

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Approaching Renewals from the Customer Success Angle

Gone are the days when B2B companies could survive just by sending sales people out to chase down new customers. In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. Retention and renewal have quickly become the new focal points for business […]

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Fundamentals: Basic Leading and Lagging Indicators in Customer Success

Leading and lagging indicators provide useful ways to look at the cause and effect relationship among various KPIs. It can get a bit complicated the deeper you dive. To keep things simple, think about breaking things down to an ACTIONS=RESULT equation, where leading indicators represent the action and lagging indicators the result. To apply this, […]

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Fundamentals: Focus on Retaining your Mid-tier Customers

Here we are in the midst of “the dog days of summer.” That time when productivity ebbs and new customer acquisition slows down. It seems people are more focused on vacations with the family and road trips to the beach than they are on actual business. Who can blame you for soaking up those last […]

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Diamonds in the Rough: Finding Growth Opportunities in Your SMB Customers

As of 2018, there were slightly over 30 million small businesses in the United States. The number of businesses with more than 500 employees? Only 120,000. What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. If you can get in on the ground floor […]

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Customer Retention Strategy: Measuring & Managing Subscription Consumption

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. And […]

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