While at Pulse, my team and I learned that we need to add a segment to our customers. We currently only have Premium and Standard, where Premium is based on if the customer purchased our "Premium Support" offering. This means we have a wide variety of customer types in the "Standard" model.
We are now working on implementing a new segmentation strategy to separate "Standard" into two groups: Tech Touch and Mid Touch (kudos to the presentation on Customer Communities, forget the presenter names).
So far, here is what we are looking at for factors:
- License volume
- License volume
- # of products owned
- Customer type (a function of spend per customer)
- Strategic value
Our hope is that this will allow us to tailor our engagement strategy better, focus our CSM team on our higher-valued customers, while maintaining an acceptable level of engagement with the tech touch group.
Looking for guidance or other ideas from the community!
Thanks!
