Boost Customer Engagement Through User Segmentation in B2B SaaS

Customer segmentation is an important step in your business process. It allows you to be more agile and responsive to your prospects and customers. Faced with a given category, you will be able to adapt your message, your commercial and communication actions.

What is customer segmentation?
Segmentation is the operation that consists in dividing a population of individuals into homogeneous subsets or, into subsets sharing one or more common attributes. Each subset constitutes a segment.

Example :

You have a user base: it’s your population of individuals.
You segment your base according to the “Gender” attribute. You have created two segments: the female segment and the male segment.
The segments are here built with a single attribute: gender. But we can also create segments using several attributes. For example, the segment for men under 50. In fact, moreover, segments are always obtained by a combination of several attributes. The choice of relevant attributes and their combination sums up the art of customer segmentation and its difficulty.

B2B customer segmentation best practices
The best practices outlined below will help you optimize your segmentation schemes so that you deliver a superior customer experience while prioritizing your resources.

1. Segmentation facilitates customer service by aligning goals with customer goals and ensuring that customers receive lasting value.

2. Don’t be afraid to extend customer segmentation variables beyond preliminary subdivisions

3. You need to be able to respond quickly and effectively to customer information.

4. Members of the customer success team need to be able to visually understand the status of all accounts under their control as part of their normal morning routine.

Onboarding Segmentation
Two onboarding segmentations exist. The two can coexist, and each segmentation will have its own Customer Success strategy

High Touch:
High Touch segmentation is the fact of having very frequent exchanges with them and in one-to-one.

Low Touch:
It is the fact of having a lot of customers, but few direct exchanges with each of them, except in exceptional circumstances.

How to choose the right segmentation?
When you start in Customer Success, you want to opt for High Touch segmentation. It allows us to control all the customers, to have enriched feedback on the quality of the tool… But let’s be realistic: a company that grows and a company that has more and more customers, and such segmentation does not exist. is not scalable.

Read full article here- https://customersuccessbox.com/blog/boost-customer-engagement-through-user-segmentation-in-b2b-saas/