Most B2B SaaS companies know that not all customers are the same. The concept of segmenting customers, and building an account coverage model based on these segments, is not a new idea. At Customer Imperative, we often see early stage SaaS companies choose the customer’s ARR value as the primary segmentation metric. On the surface,… Read More Is Your Customer Segmentation Too Basic?
Last week my team and I had the opportunity to spend a full day with Customer Success leaders representing over 40 growth-stage B2B SaaS companies at the JMI Equity Customer Success Round Table.… Read More What we learned from 40 B2B SaaS executives
Customer portfolio segmentation strategy is usually determined by size of account, industry vertical, product package purchased, or a combination of these and other factors. While this defines the company’s customer engagement strategy at a macro-segmentation level, it’s also important for CSMs to think about their own portfolios as a book of business that also needs to be segmented.… Read More Customer Portfolio Segmentation for Customer Success Managers
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