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Customer Success and Revenue: Why CS Should Embrace the Numbers

Tying Customer Success to your company’s strategic growth (aka revenue) can be tricky to maneuver. Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. To really prove your value to senior leadership, CS metrics must have a direct […]

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Implementing Customer Success in non-SaaS Businesses

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. This is 100% true. This also means that CS is primarily referenced with some level of connection to SaaS. But just because CS originated within SaaS does not mean that it only applies to businesses […]

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Scaling with Digital Customer Success

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. By thoughtfully layering digital on top of the one-to-one interactions that CSMs are already having with customers, you can reduce your cost to serve and remove tedious […]

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Applying MVP to CS: The Why

Since its 2009 introduction by Eric Ries in his NY Times bestseller, The Lean Startup, the concept of Minimum Viable Product (MVP) has been applied by numerous startups to engage in new product and service offering developments. Well-known companies such as Groupon, Zappos, Dropbox, and Uber have used MVPs to not only determine and modify […]

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Revenue Optimization and Customer Success

One of the biggest business lessons of the last decade has been that keeping your current customers is just as important as acquiring new customers. In the age of SaaS, this is an indisputable fact. But there’s more to the success of your business than just retaining customers. You also have to think long-term, ensuring […]

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Account Management vs Customer Success: 4 Major Differences

As the gospel of Customer Success is spreading like wildfire in the corporate world, executives are realizing that they need to act fast to incorporate it into their organizational structure. But to their own detriment, some of these executives aren’t fully committing to the importance of Customer Success. Instead, they’re simply “rebranding” their Account Managers […]

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What Can Customer Success Learn From Marketing?

If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your […]

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CS100 Rundown: The Latest and Greatest in Customer Success

Each year, the CS100 Summit brings together the best and brightest minds in the industry to beautiful Sundance, Utah to learn and collaborate in an atmosphere of inspiration, ideation, strategy, and real-world application around Customer Success. This year, for the first time, ESG was proud to not just attend the event, but join it as […]

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Approaching Renewals from the Customer Success Angle

Gone are the days when B2B companies could survive just by sending sales people out to chase down new customers. In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. Retention and renewal have quickly become the new focal points for business […]

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Thoughts Post Pulse: Failure & the Value of Customer Success

I rarely look forward to long flights. However, my flight from San Francisco to Cincinnati after Gainsight Pulse 2018 was an exception. The 4+ hour journey gave me time to digest and reflect on everything I encountered over the past two days. From the information-packed sessions to the Ferris Wheel, there was a lot to […]

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