Not all of your customers are going to have the same needs, or offer the same value to your company. That is where customer segmentation comes in; your customers will benefit from receiving the level of help and attention they need, and you can make sure your time and efforts are spent in the most efficient and effective ways!
Segmenting Your Customers in Planhat
Planhat lets you segment your customers in ways that are almost limitless!
You can choose to segment based on factors such as revenue and licenses, basic customer data, custom data that you choose to add into planhat, CSM scores, your custom KPIs (or calculated metrics), and NPS scores.
If you don't know how to create a customer segment, click here to learn how!
These segments can be used in several powerful ways for you as a CSM...
Ways to Segment Your Customers
What types of customer segments you create will be based on your customer base, product, and your CS strategy. So take some time to think through But here are some of the most common ways to segment your customers, and what you can do with those segments in Planhat.
1. Segment based on Revenue or Subscription Plan
If you have different levels of revenue and/or subscription plans then this is one of the easiest and most straightforward ways to segment your customers. There is an obvious difference in value that the customers in each subscription tier offer your company. This type of segment can then inform your strategy.
Here is a simple example:
Platinum customers pay $20,000+
Gold Customers pay $10,000- $20,000
Silver Customers pay $5,000 - $10,000
Those are your three customer segments. Now, you can create a strategy for each of them. The higher value customers could be your high touch customers that you make sure you reach out to, maybe you make sure you conduct Quarterly Business Reviews with them and are working on always strengthening the relationship.
2. Segment based on Product
This sounds similar to segmentation by revenue, but it is indeed different. Your company can offer different types of products that require different approaches to onboarding, adoption, and success phases and having those customers separated out helps A TON.
So, in Planhat, here is what you can do:
tag a customer with the name of the product(s) they have purchased with you
when creating a segment, add the rule "tag + is equal to + name of the product you've tagged"
If each of these segments requires a different type of playbook for onboarding or any of the other lifecycle phases, you can create different playbooks for each of the products
then, set a trigger that fires for each of your different product segments and automatically applies the correct playbook
3. Segment based on NPS score
By using NPS to segment your customers you can create an outreach method for each of those.
If they are detractors (0-6), you will probably need to reach out to look into their feedback a bit more, see where they are not seeing the value.
If they are passives (7-8) they might need a little bit more help materials but you won’t need to look into their feedback as much.
If they are promoters (9-10) you should make sure they continue to see the value in your service.