BIG RYG 2022: Key Takeaways
BIG RYG 2022 was a jam-packed two days of engaging sessions, new connections, and “aha” moments. I left Washington, DC thinking that the event was hugely successful at connecting the audience to the art of crafting Customer Success at scale, while pushing the limits of Customer Success leaders’ abilities to own reporting on revenue metrics […]
read more5 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 […]
read moreTSIA 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 […]
read moreTSIA Interact Spring 2021: 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 spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose […]
read moreTSIA 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 […]
read moreBIG 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 […]
read moreEmpathy 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 […]
read moreCSM 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 […]
read moreThe 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 […]
read moreApproaching 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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