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Episode 25: Shari Srebnick and Listening to your Customers
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Jeff is joined by Top 100 Customer Success Strategist 2020 & 2021 Shari Srebnick, the Head of Customer Success at Searchmetrics. Shari educates Jeff on the best ways to listen to your customer to drive better enagement and customer relationships. Topcis include:
- Why NPS isn't the best or only way to track customer sentiment
- Properly segmenting your customer base to make sense of your data collection
- Surveying end-users AND stakeholders
- How to create your strategy around customer sentiment
- What NOT to talk about in the QBR
And a lot more- Shari drops nugget after nugget here, so listen with your notebook open!
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