A Super Simple Way to Consolidate Customer Communications
I recently read a question posed on LinkedIn by Jeff Breunsbach, Director of Customer Experience at Higher Logic. He asked why building customer marketing programs is becoming harder by the minute. He correctly concluded that it’s because everyone (from your implementation team to Marketing, to Product, Support, and on and on) has something to say […]
read moreMy Journey Down the Yellow Brick Road of Customer Success
When I joined ESG last April, I thought I had a pretty good idea of what Customer Success was and how its concepts played a role in the world of business. But boy, was I in for a world of surprise when it comes to the breadth and depth of Customer Success as a discipline […]
read moreWebinar Q&A Recap: Nurturing Employee Success in Customer Success
Speakers: Perry Monaco, Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer, Global Head of Customer Success at Zoom Our Vice President of Customer Success, Peter Armaly, stepped in as guest host for this month’s Customer Success Unlocked Webinar to lead the conversation on Nurturing Employee Success in Customer Success. Zoom’s Jim […]
read more5 Methods to Determine Your Executive Leader’s Personality Type
The Customer Success industry is coming into its own. We’re in the spotlight now, baby! The 2021 Customer Success Leadership Study found that 54% of CS organizations report directly to the CEO. 75% of Customer Success leaders have a seat at the executive table. And CS leaders are increasingly placed in top roles at their […]
read morePeter’s Perspective: The CCO Job Description Not to Use
Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! We’re seeking a dynamic individual who can help our company move to the next level. The right candidate must possess a deep understanding of value derived from the interpretation of public and private data into business contextual […]
read moreJourney Mapping the ESG Way
Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. We’ve developed a unique approach for collaboratively mapping the customer journey to create a finished product that CS teams can immediately put to work to improve the customer experience. I want […]
read moreBe My Valentine: A CS Leader’s Guide to Wooing Our Friends in Finance
Money may not be able to buy you love, but we are living in a material world, and I’ve heard that very few people like scrubs. So, it shouldn’t come as a surprise to any of us in the Customer Success world that revenue is kind of a big deal to a business. And let’s […]
read moreWebinar 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, […]
read more5 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 […]
read moreNet 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 […]
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