Shari Srebnick

Customer success managers (CSMs) are like pilots. They know how to fly the plane and keep customers moving toward their destination. But not even the most capable pilots could manage every variable alone. Without an air traffic control tower, flights paths would get tangled, delays would pile up, and small issues would turn into emergencies. […]

Every first-year Hogwarts student learns quickly that the Sorting Hat doesn’t choose houses based on popularity, legacy, or who looks the part. It sees deeper, into traits, tendencies, potential, and the conditions each student needs to thrive — if only B2B organizations used the same wisdom. Too often, postsale customer segmentation still leans on surface-level […]

The charter for customer success has changed. It’s no longer about “customer happiness" and retention; it’s about driving measurable customer value, commercial impact, and operational scale. Learn how the latest CS platforms unify data and and leverage AI in this preview of our new Wave report on customer success platforms.

Picture it: New York City, September 2025 — NYC Customer Success Week. A room of over 700 customer success (CS) practitioners gathered around a shared belief: CS isn’t fading into irrelevance — it’s stepping into its prime. The energy was palpable, and the message throughout the day was clear: AI isn’t here to replace CS […]

Last week, I attended HubSpot’s INBOUND conference in San Francisco. Many recaps will focus on the product announcements, strategy, and feature releases, but what stood out to me were the broader themes woven through CEO Yamini Rangan’s keynote.

Why aren't B2B companies more like Spotify? Learn three ways marketing, sales, and customer success teams can use postsale customer data to improve retention and expansion efforts.

It’s no longer about customer happiness or satisfaction — it’s about anticipating needs, enabling value, and fostering long-term growth. Learn about the smarter, more strategic approaches CS teams should embrace.

We’ve introduced expanded and upgraded versions of our customer engagement aligned approach and the foundational Forrester Customer Engagement Range Of Responsibilities Model to show you how to optimize the relationship between your company and your customers.

Customer success (CS) practitioners often talk to me about postsale strategy and tactics. What I’ve noticed from those conversations is that those terms are being used interchangeably despite being different, though complementary, concepts.

You can have great sales and customer success (CS) teams, but if you don’t have smooth account handoffs from one team to the next, you will fail your customers and lose speed in the race to retention and growth. Learn how to get an edge.

Last week, I attended the fourth annual ChurnZero conference, ZERO-IN (formerly Big RYG), in Washington, DC, and the energy and inspiration are still resonating.

Summer is officially here — and we know this not simply because the calendar says so but also because the scorching temperatures outside are testing every thermometer’s limits (and ours, too). The intense heat forces us to adapt our plans and navigate unpredictable summer storms, leaving us pivoting quickly to find alternative activities. Solving our […]

As B2B professionals, we often think that we’re aligned, but we design processes from our own internal perspectives, overlooking how this will impact the customer experience. This erodes trust.

Customer success platform vendors Totango and Catalyst have announced plans to merge. Is this the start of an acquisition trend in the space? Find out more in this analysis.

Decode the meaning of digital-led and scaled customer success.

“Do more with less.” In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function. But it isn’t so much about doing more with less: It’s about shifting the perspective on how to provide value to […]

Despite what customers may tell you, budget is often not the real reason why they’ve decided not to renew.

A joint customer success plan is a roadmap to help steer customers toward achieving their desired outcomes.

Customer success platforms are purpose-built to support customer success teams’ objective of retention and expansion.