Sharebird is where the fastest-growing teams share knowle...

How do you design role-based learning paths that map to customer outcomes and personas (admins, end users, executive sponsors)?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We design role-based learning paths by first understanding what success looks like for each persona through customer interviews, user research, and data from our best-per...

396 Views

How do you partner with Product and Support to keep curriculum current with releases and known issues, and how quickly can you update content?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We've built strong partnerships with Product and Support by embedding ourselves directly into their workflows. Our training team participates in roadmap reviews and new p...

435 Views

Which tactics most reliably drive registration-to-completion and repeat engagement for self-serve courses and webinars?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We've found that the most reliable tactics for driving registration-to-completion and repeat engagement start with making the "why" crystal clear. When we communicate the...

444 Views

How do you identify, enable, and certify customer champions to drive internal adoption and peer training?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We typically identify at least one individual who is an employee of our customer who can act as the overall enablement and adoption manager within the customer account. T...

525 Views

How do you enable CSMs to prescribe the right training, track participation, and report outcomes in QBRs and success plans?

Nancy J Luscri (She/Her)

Splunk Senior Director of Customer Success/Enablement • 5mo

We enable CSMs to manage customer training by combining smart tools, solid processes, and proven frameworks. This approach transform CSMs from training suggestion boxes ...

777 Views

Customer Success Process · Customer Training and Education

How do you design role-based learning paths that map to customer outcomes and personas (admins, end users, executive sponsors)?

How do you partner with Product and Support to keep curriculum current with releases and known issues, and how quickly can you update content?

Which tactics most reliably drive registration-to-completion and repeat engagement for self-serve courses and webinars?

How do you identify, enable, and certify customer champions to drive internal adoption and peer training?

How do you enable CSMs to prescribe the right training, track participation, and report outcomes in QBRs and success plans?