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Pulse Everywhere 2021

Pulse Everywhere is a FREE virtual conference happening on June 9th, 10th, and 11th, 2021. This year, you can expect to hear from 50+ speakers, watch 35+ sessions, and get access to hours of networking. It's a great opportunity to join a high-energy, super-connected online experience with fun...

 06-09-2021 08:00 - 06-11-2021 13:00 PT




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RE: Segmentation: How do you approach your customers?

1. No, not currently 2. Ehh...I am torn on this. For our ACV and product, my fear is that most would self-select the highest touch possible which would then crush our team. -- Brian Hartley Senior Director, Customer Success --


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RE: Segmentation: How do you approach your customers?

1. No 2. We do not tell clients what tier they're in; ours is set up based on ARR. A+ are the top clients, then we group from A-C. All clients have a named CSM, however with C's representing the largest number of clients but least revenue, a goal is to have them utilize Support (email/chat/phone...


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RE: Segmentation: How do you approach your customers?

1. No. 2. We were moving to this model. We were creating GTM/Success Tiered packages, but they never got rolled out due to changes in the market.​ We need more clear definition for our product, service, support, and success, which is what was driving this decision. Additionally, it was to become...


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RE: Segmentation: How do you approach your customers?

I really like the approach of every client having a face a name, even if they're in the "lower" tier, Sana. And the concept of moving them only after year one is thoughtfully done, too! I agree that allowing the customer to choose their level could lead to discount discussions and complexity...


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RE: Segmentation: How do you approach your customers?

We use our segment designations (Strategic, Mid-Market, and Tech Touch) as internal more than anything. From the customer's perspective, we want to make it as clear as possible - you receive a name and a face to support you regardless of what your purchasing amount was. Having a customer...


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RE: Segmentation: How do you approach your customers?

Love this question - and debating to answer it in terms of what we do, or what I want us to do!? Arguably I will do both now. 1. No we don't, and based on how we do it (currently) we won't. However, on to part 2 of your question, and if we did this then I think we would do as it helps them...