By Cori Pearce, ChurnZero
The foundation for building out a comprehensive customer retention plan is to first start with breaking your customers down into segments. Once you have your customers segmented you can then use those groupings to drive your engagement strategies.
Wondering where you should start with your segmentation? Since our end game with customer success is retention, you should focus your engagement efforts based on revenue potential. We recommend first breaking your customers out into three distinct groups – high value customers, medium value customers, and low value customers.
Let’s take a look at the recommended engagement strategies for each of these segments.