Launching a Customer Success Strategy
Posted: Wed Jan 29, 2025 5:57 am
The Importance of Customer Segmentation
When it comes to customer satisfaction, there is no one-size-fits-all approach. This is because every customer is different. And because they are all different, they all use your product differently.
In most cases, a SaaS product will have different plans with different features, and only the most expensive plan gives users access to all features. If this applies to you, you should segment your customer base and apply health metrics to each segment. This is because it is useless to assign a health score to a feature that your customers don’t even have access to — the health score associated with that feature will always be 0, which will negatively impact the global health saudi arabia mobile database score (the global health score is the arithmetic mean of all individual health metrics).
In fact, you should always apply health assessment to specific segments rather than your entire customer base - this will allow you to have a different strategy for each segment (you will be more specific in meeting customer needs), which will bring better results.
The better you can segment your customers, the more information you can extract that will help you make predictions about value realization and renewal likelihood.
Here are some segmentation strategies you can use:
Profile focus (high-level customer characteristics)
Value-based ($)
Travel oriented
A combination of the three above.
Effective customer onboarding
This is the first step in the customer lifecycle and, in my opinion, the stage where you should focus most of your energy. This is because for most SaaS companies, the bulk of churn occurs in the first 90 days after signup, usually due to the customer not getting early value from the product. And that’s why I always emphasize that you should help your customers reach the “Aha!” moment as quickly as possible so they have no reason to leave .
When it comes to customer satisfaction, there is no one-size-fits-all approach. This is because every customer is different. And because they are all different, they all use your product differently.
In most cases, a SaaS product will have different plans with different features, and only the most expensive plan gives users access to all features. If this applies to you, you should segment your customer base and apply health metrics to each segment. This is because it is useless to assign a health score to a feature that your customers don’t even have access to — the health score associated with that feature will always be 0, which will negatively impact the global health saudi arabia mobile database score (the global health score is the arithmetic mean of all individual health metrics).
In fact, you should always apply health assessment to specific segments rather than your entire customer base - this will allow you to have a different strategy for each segment (you will be more specific in meeting customer needs), which will bring better results.
The better you can segment your customers, the more information you can extract that will help you make predictions about value realization and renewal likelihood.
Here are some segmentation strategies you can use:
Profile focus (high-level customer characteristics)
Value-based ($)
Travel oriented
A combination of the three above.
Effective customer onboarding
This is the first step in the customer lifecycle and, in my opinion, the stage where you should focus most of your energy. This is because for most SaaS companies, the bulk of churn occurs in the first 90 days after signup, usually due to the customer not getting early value from the product. And that’s why I always emphasize that you should help your customers reach the “Aha!” moment as quickly as possible so they have no reason to leave .