Three Easy Segmentation Strategies for Customer Success Teams

Learn how to efficiently deploy customers across your CS team

Photo by Alex Block on Unsplash

How do you handle a new customer? Naturally, there’s a hand-off from sales to customer success but who on the CS team gets the customer? Is it the sales rep’s favorite CSM? Is it the first/last to respond on Slack? Perhaps it’s the next person in a rotation. If this sounds like you then you suffer from a lack of segmentation — and we’re here to fix it.

Customer Segmentation is nothing more than sorting customers based on a set of characteristics. A segmentation strategy is what allows a company to move from luck-of-the-draw to maximizing efficiency and enhancing the market-fit feedback loop.

Risks of No Segmentation Strategy

Before we dive into my three recommended segmentation strategies, let’s go over the risks of having no segmentation strategy.

• No expertise development: The goal is to be come a trusted advisor and that means learning their business/field. The development of a CSM is minimized when customers are essentially random.
• Inability to provide feedback to sales/marketing: A critical function of CS is to provide feedback to sales and marketing — the two other pillars of the Growth…