The ESG Business Transformation Package was created to transform your operating model to better meet the challenges in your business. ESG brings expertise to diagnose complex environments where Customer Success may be siloed or performed by multiple business functions.
After the ESG advisory team diagnosis, we’ll design a business transformation roadmap, develop key components and team enablement, and deliver an operating model that will transform your business’s operating model as a center of excellence.
Business Transformation Packages have a six-month minimum commitment and pricing is driven by customer gaps & priorities, skillset & seniority required, velocity & speed desired, and level of effort & ESG team size required.
ESG’s Profits Packages are perfect for Customer Success organizations with operating models that are not efficient at delivering the profit results your CFO, CRO, or financial leader rely on to grow the business while maintaining profitable operating margins.
We’ll work together to clearly diagnose the root causes of business processes and define, develop, and deliver outputs like journey maps, CSM playbooks, customer health scores, tool deployment, and other assets necessary. Each Profits Package is led by an ESG Program Manager, who will coordinate with the ESG delivery team whose skillsets best match each client’s needs. Teams are right-sized based on skillset and capacity.
Quick Start Profits Packages are typically completed in 3 months or less driven by you team’s gaps & priorities, skillset & seniority required, velocity & speed desired, and level of effort & ESG team size required.
Churn and Expansion Packages were created to address high churn, low retention, low expansion, and low NRR. ESG will diagnose the specific areas of strength and weakness, and create growth opportunities for your business.
After the ESG advisory team diagnoses the root causes, we’ll define, develop, and deliver the actions are most likely to lead to your desired results with the playbooks, enablement, and training necessary to execute against actions that will lead to reduced churn, increased retention, CSQL and expansion identification, and improved NRR.
Quick Start Churn or Expansion Packages are typically completed in 3 months or less driven by you team’s gaps & priorities, skillset & seniority required, velocity & speed desired, and level of effort & ESG team size required.
ESG’s Customer Success Programs (CS Programs) are perfect for Customer Success organizations with low to medium levels of maturity, or those looking to quickly accelerate their capabilities in specific areas. CS teams that lack the expertise and/or resources to build or optimize processes, documentation, and customer-facing assets will quickly see their library of operational elements expand.
We’ll work together to clearly define and create outputs like journey maps, CSM playbooks, customer health formulas, tool deployment, and digital assets. Each CS Program is led by an ESG Program Manager, who will coordinate with the ESG team members whose skillsets best match each client’s needs. Teams are right-sized based on skillset and capacity.
Customer Success Programs have a six-month minimum commitment and pricing is driven by customer gaps & priorities, skillset & seniority required, velocity & speed desired, and level of effort & ESG team size required.
The ESG Customer Success Maturity Assessment was created to identify specific areas of strength and growth opportunity for your business. The assessment takes place during a two-to-four-hour deep dive session and consists of over 150 questions in 17 areas that are critical to build, operationalize, and transform your CS organization.
After the ESG advisory team reviews your responses, we’ll reconvene for a one-hour results session. You’ll walk away from that session with a comprehensive readout of where you stand today and specific guidance on how to improve maturity in each key area.
Maturity Assessments can be completed in 4-8 weeks driven by the velocity & speed desired to reach your internal milestone.
ESG’s virtual Customer Success Managers (vCSMs) are for companies with customer coverage gaps in specific segments of their customer base or phases of the customer journey, or who need an incubator to test out new strategies and processes before rolling them out to their entire CS team.
Our vCSMs badge themselves as your employee and leverage your preferred CS platform to build stronger customer relationships with your end users that drive your desired outcomes on KPIs like CX (CSAT, NPS), time to onboard, and churn and renewal rates.
Recommended alongside a Customer Success Program, but available independently. Virtual Customer Success Manager Services require a one-year minimum commitment. Pricing is driven by level of experience, level of team management, and team size required.
ESG’s Customer Education Services are intended for companies that offer fee-based training or certifications to their users. Our Education teams drive revenue and improve customer satisfaction and tool adoption by managing the sale and consumption of training courses, subscriptions, and certifications directly to your end users.
As ESG’s legacy service offering, our Education teams include experts in Inside Sales, Customer Marketing, Data Analytics, and Operations, bringing industry best practices to each client account. And like our virtual Customer Success Managers, our Education teams are badged as your employees to proactively communicate with your customers on your behalf.
Customer Education Services require a one-year minimum commitment and vary based on team size and complexity.
See how our experts can complement your existing resources and expand your Customer Success capabilities. Get in touch.
