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Shari Srebnick

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Posted By Shari Srebnick Apr 19, 2021 11:38 AM
Found In Egroup: Customer Success Leadership Community
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Hi Ty, We use LOOM as well for the videos and have received great feedback from customers when we use those. We've also used it to create short training videos for internal use. Our team put together quick workflow videos for our AE's that helped them when in a demo with a prospect. ------------------------------ ...
Posted By Shari Srebnick Apr 14, 2021 1:18 PM
Found In Egroup: Customer Success Leadership Community
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Thanks, Andrew. :) This is exactly what I was thinking and how I was going about creating the playbook for this. Your feedback helps a lot and it's also very validating. ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Apr 14, 2021 12:17 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR, Where in the Sales Cycle does your CS team get involved? Or do they? We don't currently have a process in place, and due to that it's a little disjointed and needs to be improved. Not just for us, but obviously more so for the prospect (and hopefully eventual customer). So my questions are: ...
Posted By Shari Srebnick Apr 14, 2021 12:07 PM
Found In Egroup: Customer Success Leadership Community
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We're a global company, but our US org is only about 25 people, with many remote already. Obviously, they'll stay remote. For those that live in proximity to the office, our return to work looks very similar to what Anna's company is doing, and the leaders have discretion for their own teams. Most ...
Posted By Shari Srebnick Apr 5, 2021 6:44 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR, My long time Customer Support Specialist is leaving after almost 7 years and therefore I'm in the process of just starting interviews. I've not had to hire for this role before - it is first and foremost managing the Tech Support queue via Zendesk/JIRA for our US customers, but includes other ...
Posted By Shari Srebnick Apr 5, 2021 6:38 PM
Found In Egroup: Customer Success Leadership Community
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No worries ! It was exciting to have so much interest. The recording is posted in the Library should you want to watch. :)​ ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Apr 4, 2021 5:13 PM
Found In Egroup: Customer Success Leadership Community
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Yes! I posted it right after the session. I also made a post in the discussions for awareness. :)​ ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 30, 2021 5:46 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR, The file has now been uploaded into the library and can be found under "Customer Journey". Thank you again to @Markus Siebeneick for so generously offering his time to share his insights with all of us. Much appreciated! ​ #CustomerSuccess #Technology ------------------------------ Shari Srebnick ...
Posted By Shari Srebnick Mar 30, 2021 5:21 PM
Found In Library: Gain Grow Retain Community
Markus Siebeneick walks us through how he uses Quip templates (now rebranded as Salesforce Anywhere) with his CS team and how it also provides value for Sales, Account Management, and even Professional Services. #CustomerHealth #CustomerJourney #CustomerSuccess #Metrics
Posted By Shari Srebnick Mar 29, 2021 3:54 PM
Found In Egroup: Customer Success Leadership Community
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Hey Liam, Unfortunately I had to cap out the Zoom last week (I posted it above in the thread; message right above yours) due to size. It was getting too large and I wanted to ensure we retained the ability for Q&A and conversation. If ok with the group, I'll record it and post in the library here. ...
Posted By Shari Srebnick Mar 29, 2021 8:05 AM
Found In Egroup: Customer Success Leadership Community
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Hi Sue, I'm pretty sure I added you last week. Please check whatever email you provided me and then let me know via private message on here vs this thread. Thank you!​ ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 25, 2021 12:40 PM
Found In Egroup: Customer Success Leadership Community
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It's ironic that you bring this up (well maybe not so ironic), because one of the key takeaways for me - that stood out immediately - was that the CSMs need to be having better/more in-depth business related conversations. They tend to focus too much on subject matter, and not enough on the bigger picture. ...
Posted By Shari Srebnick Mar 25, 2021 9:49 AM
Found In Egroup: Customer Success Leadership Community
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- please send me your email addresses and I'll add you. For all others: I am going to cap this Zoom out at this point. It's getting very large and I want to ensure we have the ability to have a proper Q&A and conversation. Thanks for understanding! ------------------------------ Shari Srebnick ...
Posted By Shari Srebnick Mar 25, 2021 9:35 AM
Found In Egroup: Customer Success Leadership Community
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Of course Anita crushed it! :) Thanks for sharing, Anita. I'm going to watch and also read that guide. I'll reach out once I've digested everything. Great stuff!! ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 24, 2021 11:16 AM
Found In Egroup: Customer Success Leadership Community
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Hi GGR, Long overdue, I finally got an Exit Interview pilot program off the ground. As we're closing out Q1, I want to create a deck to present to Leadership (Sales, Marketing, Product, CS) to share my findings as well as recommendations for next steps. I'd love to hear from anyone who has done this ...
Posted By Shari Srebnick Mar 24, 2021 9:55 AM
Found In Egroup: Customer Success Leadership Community
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No worries! I've added her/him and they should receive the invite shortly. :) ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 23, 2021 4:49 PM
Found In Egroup: Customer Success Leadership Community
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Hey Travis, We're happy to have you. Provide me your email address and I'll add you to the invite. ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 23, 2021 4:48 PM
Found In Egroup: Customer Success Leadership Community
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Hey Greg, If you want to join the zoom we're having next week for Markus to share his intel with us, respond with your email and I'll add you to the invite. ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 23, 2021 2:52 PM
Found In Egroup: Customer Success Leadership Community
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Hi Everyone! Markus is available next Tuesday, March 30th, at 4pm Eastern/1pm Pacific. I've already sent him a Zoom invite, and will add any/all of you who want to partake. Please let me know your preferred email address and I'll add you to the invite. I think I captured everyone. ​ *Fleur, this ...
Posted By Shari Srebnick Mar 19, 2021 6:51 PM
Found In Egroup: Customer Success Leadership Community
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It is even a party without a crasher? ;) If Markus is ok with it, then I'll take the reigns here and organize. ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------