Hi everyone
I'm new here so forgive me if something similar to this lives somewhere. I looked but I couldn't find anything, promise!
I'm looking for tips and advice on the best way to go about customer segmentation. We've got information everywhere:
- CRM systems
- CSMs own customer spreadsheets
- CSMs own brains
I'd like us to get much smarter at bucketing customers and looking at indicators that make one customer a 'capacity for growth' account but not another. What tells us that this customer might grow and spend more money.
In the first instance, we need to compile all the useful information we've got into one place. I also want this to be a supportive exercise with CSMs, this is not about micromanaging the team and analysing how they manage their own accounts.
I work for a SaaS company, it's possible that one our tools (a survey tool) will work for this but I'm interested in software recommendations if anyone has used something that's worked really well. I'd love some process top tips too. What sort of questions do we need to ask in order to get all this great information in one place?
So,
- What questions do you ask of your teams in order to segment customers successfully?
- Where do you collect and store this information?
Thanks very much everyone!