Our Newly Redesigned Services: Why the Change?
If everything is working, why would you change it? If you are succeeding, why not just keep going as-is? In any line of work, the best in the business are constantly pushing themselves to get better, to evolve and adapt faster, both as a competitive advantage and as a way to anticipate the needs of […]read more
7 Tips for Effective Virtual Training
Before Customer Success even existed, ESG already had a long history of robust experience in customer education – selling and operationalizing training sessions for some of the country’s largest software companies. As technology evolved, so did training modalities – moving from primarily in-person instructor led to include virtual training and on-demand options. Through this experience, […]read more
The Customer Education Maturity Model
Like many things in the world today, the role and purpose of education organizations inside companies is very dynamic. Once a stalwart of technology offerings, education departments were able to get by with producing quality content and scheduling courses to deliver that content for many years. With the dawn of the digital era, much of […]read more
Where Does Education Fit into the Customer Lifecycle?
Ignoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Education within the customer lifecycle So, if more training equals higher adoption and less churn, the question then becomes, “where does […]read more
Step Out of the Customer Success Silo and into the Light of Education Services
Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS reality is a lot more complex, nuanced and ultimately scientific. It requires relationship building, thoroughly understanding customer needs, advocating for […]read more