Do not put people in boxes and limit them, with Shari

Shari is such a giver.

If there is a coaching or community building platform, it is hard not to see Shari in it. She plays a pivotal role in building the next generation of customer success leaders and in providing guidance for navigating careers in CS to many that seek mentorship.

Shari is a life time fellow of On-deck customer success and customer success coach at catalyst software where as a mentor she gets matched with an aspiring CS professional.

She is a strong, visionary leader and her perspectives on various matters customer success were compelling and hit the nail right.

Some key takeaways from this podcast that we recorded amidst her crazy schedule are:

1) As one of the founding members of Gain Grow Retain Shari shares the joy of being part of something that was created during the pandemic and the good fortune of seeing it grow to 6000 plus members in just a few years. The community and belonging was what everyone needed during the pandemic.

2) CS community is like no other practice - how the entire community thrives on sharing & caring and most importantly giving.

3) In 10 years, her vision is that every company, no matter what they do, becomes customer centric, has a CCO and looks at Customer success as a growth center. And how in 2-5 years, she sees the evolution of digital CS - given the scale and rapid growth of the adoption.

4) The top priority of her 2022 goal being re-segmenting customers given how rapidly business has changed and how time and again customer segmentation is very important.

5) A churn prevention strategy is to apply qualitative data coming from customer conversations to the quantitative data as seen by health scores etc, and not just purely be hung up on health score alone.

6) On tools, overall she is a proponent of a Customer Success Platform that provides the necessary tools and frameworks for a Customer Success team.

7) Regarding people & careers, her strongest advise - Do not put people in boxes because that approach has what has got us to where we are. And, particularly about women, any profession that a woman wants, how much ever unconventional it is, Is a natural profession for her. 

8) And, finally - her favorite cartoon character that mimics a good CSM - In fact two of them are Scooby Doo and Bugs Bunny! Why so? Find out from this podcast!