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5 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 […]

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Rants of a Customer Success Analyst: That’s a Wrap…. For Now

Welcome to the end. The last three months have passed by so quickly and we’ve covered a lot in this series— The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. How to start small with […]

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Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

The Reason   The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose. My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set […]

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Rants of a Customer Success Analyst: Data-Driven Decisions & Decisions to Drive Data

The Reason Confession time—I like collecting hardcover books…but not just for the obvious reason of reading them. Don’t misunderstand me, I have read a good number of the books on my bookshelves, and of course I have favorites that I’ll read once or twice a year. But I also have books in my home that […]

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Rants of a Customer Success Analyst: Impossible Shot – Forecasting in Customer Success

The Reason Recently, I was in a very intense game of Topgolf with two of my friends and colleagues, Sheik Ayube and Peter Armaly (VPs of Business Development and Customer Success, respectively, here at ESG). I want to be completely honest here at the beginning; no extended metaphors or analogies to get this point across. […]

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Rants of a Customer Success Analyst: Crocheting Chains – Customer Health Scores

The Reason Well… we’ve officially entered June—the final month of our second quarter here at ESG, and the final month of this series. For those of you who are still with me and are continuing to read and find value in these rants, thank you. For those of you who I lost as soon as […]

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TSIA 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 […]

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How to Maximize Your Team’s Time & Boost Efficiency with Standard Operating Procedures (SOPs)

The first thing that comes to mind when I think of Standard Operating Procedures (SOPs) is the old saying “don’t recreate the wheel.” SOPs help organizations document and stick to best practices for routine operations and are excellent resources for quickly and efficiently getting new employees up to speed. And my favorite part – they save everyone […]

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A Customer Success Guide for Teachers

I was a teacher for nine years. It’s what I had always wanted to be growing up and I never even considered anything else. I attended a university with a top education program and immersed myself in the path to becoming a teacher. After graduation, I got my first job teaching second grade and settled […]

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4 Key Takeaways from BIG RYG Virtual 2021

Energized, inspired, exhausted (in a good way)! Churn Zero’s BIG RYG: Virtual made me feel all those things and much more! My favorite part of attending Customer Success conferences is knowing that I will walk away with a plethora of best practices and tangible solutions that can be implemented with my team immediately. That’s because […]

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