Shari Srebnick
Principal Analyst

Speaking At
Author Insights
Blog
Customer Success Teams: Let’s Get Strategic
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.
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From Sprint To Marathon: Passing The Baton From Sales To CS For Seamless Account Transitions
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.
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ZERO-IN 2024 Aims To Elevate Customer Success
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.
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Can Your Customer Success Strategy Withstand The Heat?
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 […]
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Promise-Keeping Is Key To Building Customer Trust
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.
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Customer Success Platform Consolidation Reflects Market Dynamism
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.
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Are Scaled And Digital-Led Customer Success The Same Thing? Inconceivable!
Decode the meaning of digital-led and scaled customer success.
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Customer Success Platforms: Supporting Success At Scale
“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 […]
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It’s Not You, It’s Me: What It Really Means When Budget Is The Reason For The Breakup
Despite what customers may tell you, budget is often not the real reason why they’ve decided not to renew.
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Steering Toward Success: Three Approaches To Building Outcomes-Based Joint Success Plans
A joint customer success plan is a roadmap to help steer customers toward achieving their desired outcomes.
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Purpose-Built Tools Fuel The Customer Success Growth Engine
Customer success platforms are purpose-built to support customer success teams’ objective of retention and expansion.
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Customer-Led Growth Is Getting More Attention Among B2B Firms: Should You Care?
You may be hearing more about customer-led growth as a counterpoint to product-led growth. Learn what it is, and what it means for you.
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We Have Liftoff! Effective Customer Onboarding Is The Launchpad To Customer Value
Customer onboarding is critical for successful adoption, revenue retention, and growth.
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Is Customer Success “The New Sales”? No.
Customer success is a revenue generating department focused on customer outcomes and value realization. So can it be "the new sales"? No.
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In Customer Success We Trust
Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention.
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Customer Success: Broaden Your Conference Horizons
Attending conferences with other functional leaders can pave the way for change by broadening horizons and expanding perspectives. Our opening keynote demonstrated how anyone, with the proper approach, can create the conditions necessary for change.