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Customer Success and Product: The Ultimate Customer Feedback Loop

Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen? Is there […]

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Provide Excellent CX While Working Remote

5 Tips to Make WFM = A+ CX It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, […]

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Do I Really Need to Train & Certify My CSMs? (Spoiler Alert – YES!)

Ah, shoot, I put the answer right there in the headline. Do you really (really?!) need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. In our sort of, but not really, humble opinion, yes, you really, really do. Why? Because there […]

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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 […]

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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, […]

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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 […]

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