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Onboarding CSMs so They Can Make an Impact Faster

To the new CSM who has stumbled upon this post: Yes, you are HIRED! All the hours of tweaking your resume, practicing interview questions in the mirror, making sure your Zoom background had nothing awkward in it, and putting on a professional outfit in your own home has paid off. Now what? You have a […]

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The Purpose and Power of Customer Success Evangelism

As Customer Success professionals, we are often considered the “trusted advisors” to our customers. We are the face of the company to the customer and the face of the customer to our internal teams. We hold in high prestige the role of being the “go-to” for all things post-sale so we can maintain the relationship […]

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TSIA 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 […]

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Secondary Effects of Churn: Part 2 of 2

In part one of this two-part series, I shared the five secondary effects of churn on your organization. I discussed the reality that churn impacts more than just your bottom line, including these very real potential consequences for your brand: 1. Perception of product becoming reality 2. Negative publicity from churned users 3. Employee anxiety […]

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Consultants vs. Staffing vs. ESG: What’s the Difference?

We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. Scaling Customer Success is a huge undertaking, no matter where you are in your journey to full Customer Success maturity. If you’re just starting out, hiring CSMs […]

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Secondary Effects of Churn: Part 1 of 2

Churn is a naughty word Ah, yes. Churn. The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. And if enough churn occurs among your subscriber base, then you don’t have much of a company left; therefore, it is prudent to understand both the […]

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ESG Partners with Customer Success Community Platform inSided

Customer Success as a Service® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. Both ESG’s services and inSided’s platform share the same ultimate goal: meaningful customer engagement that leads to increased retention, growth, and advocacy. “We’re excited to partner with a Customer Success thought leader […]

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User Experience in Customer Success Platform Planning

Customer Success platforms are transforming the way internal and customer-facing teams work efficiently and produce exceptional customer experiences. If the time has come to introduce a Customer Success tool into your tech stack, taking an initial approach to understand the user experiences of your Customer Success team is critical. An internal discovery phase with CS […]

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Don’t be a Gas Station: Creating Emotional Loyalty in Customer Success

What’s the difference between emotional and behavioral loyalty? Let’s face it – customers are expensive to obtain. Enterprise accounts are even more expensive to win, and you’re almost always facing a competitive situation. What is a SaaS company to do when the competition is so fierce? The goal for Customer Success organizations is to develop […]

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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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