Customer Success: How to help Salespeople with Customer Segmentation

The age-old issue of Customer Success and Sales alignment, only this time focused on segmentation. This is my attempt to definitively address this eternal quandary. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How do we help our salespeople with Customer Segmentation?

So the question is how do we help our salespeople do segmentation? And the other is sort of how do we segment customers internally? And so we can take care of our most important customers. Okay. I don’t understand why there’s this need to segment customers differently in sales, in marketing, and in Customer Success. It’s customer segmentation. It’s not departmental segmentation. This is not an inwardly-focused exercise. It usually is, unfortunately, but it should
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Customer Success: Determining Which Customers on which to Focus

From a Customer Success perspective, this is the wrong question to ask. You must “focus” on all customers since proper Customer Onboarding is critical for all customers to achieve their Desired Outcome. The way you operationalize around all of your customers to ensure they’re all Onboarded in an Appropriate way will come down to logical Customer Segmentation. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What users to focus on during Onboarding and Engagement?

So the question is “When looking at data and focusing on super users and zero users, who leverage with adoption tactics. Do you find it’s best to pursue feedback from super users, zero users, or both?” I’m assuming when we say super
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Customer Success: Who Should Handle Upsells?

One of the great Customer Success questions – regardless of how many answers are given or by whom – that refuses to ever actually be answered is who should handle upsells… sales or Customer Success. This is my attempt to definitively answer this question. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

Should Sales or Customer Success handle Upsells?

I was pulled into a conversation on Twitter the other day. You can follow me on Twitter. I often rant there about Customer Success stuff. You can follow me @lincolnmurphy. Somebody posted a video and said, “This company has their salespeople handle upsells and Lincoln Murphy says that you shouldn’t have your salespeople handle upsells.” I went
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Customer Success: How to Reset Mismanaged Expectations

Carefully. One of the biggest drains on Customer Success Management resources is customers that have not had their expectations properly managed and having to work around that. Avoid that where you can by doing things correctly from the outset, but if you’re there already, maybe this will help you. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How do you reset customer expectations if they haven’t been managed correctly?

Carefully, is the answer. That’s an awesome question because it’s applicable to most companies who have been in business for any amount of time. But we’re gonna have done things in the early days, that’s we realize we didn’t need to do. And again, a great example is
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Customer Success: Customer Engagement Across the Entire Lifecycle

Customer Success is when your customers achieve their Desired Outcome through their interactions with your company. Those interactions occur across the entire lifecycle. I define Customer Success Management as the process of moving customers toward their ever-evolving Desired Outcome. Again, across the entire lifecycle. You can’t have Customer Success without engagement across the lifecycle. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How to keep customers engaged post-training?

He goes on to say: We’re running into the issue of customers diving straight into our tool, post training. But then we have severe decline two to four weeks after that training. I have several ideas brewing to tackle the problem. But been reading a lot of your blogs
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Customer Success: Working with Customers that don’t like Technology

Luckily this type of thing is rare, but with Customer Success as our operating philosophy, or Customer Success Management as our operating model, we need to work within the confines of our customer’s comfort zone… not ours. This is a thought-provoking question with, hopefully, an equally thought-provoking answer. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What if our customers don’t like technology?

I see this sometimes for sure. People will say, you know this customer segment something of farmers may fit into this. Again, generalization. Our customers don’t like or this market they don’t like technology. You know, they’re not very tech-forward. I did some work in the oil and gas, or with the companies in
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Customer Success: How to Tell Customers What to Do

For many Customer Success Management teams, it’s easy to fall into the trap of ‘just let your customers figure it out.’ In fact, it’s easy to think that’s in their best interest. Leave them alone and they’ll discover what they need to on their own. But in most cases, that’s the exact opposite of what you need to do. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

Should we tell customers what to do?

Zoe had a similar problem as Joshua in the previous question, and she said that they called the customer and asked why their use declined. They found that the biggest issue was they didn’t know what to do next. She said they
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