Customer Success as a Service Archives

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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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Guiding SaaS Customers to Be More Autonomous…and Why It’s Important

Customers actively seek out more autonomy in order to speed up day-to-day decision-making. Your customers want to interact with your product, but they want to do so in their own time and – on their own terms. If you facilitate autonomy, you’re very likely to see increased loyalty, advocacy, improved product adoption, and reduced churn […]

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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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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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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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CRMs vs. Customer Success Platforms: A Tech Tool Showdown

Hello ladies and gentlemen! Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. When the CS industry needed a more customized approach to track relationship data after purchase, these CS platforms […]

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ESG Closes 2020 with Record-Setting Performance

Customer Success becomes a “must-have” in a tumultuous economy, increasing the need for Customer Success as a Service® ESG, the market leader in Customer Success as a Service® is proud to announce record-breaking 2020 year-end results. The company’s unique approach, combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity […]

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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 […]