Customer segmentation
Say goodbye to one-size-fits-all customer success with targeted, scalable journeys and communications that match your customers’ needs, lifecycle stages, industries, health scores and much more.
Better customer experiences start with segmentation
Segment customers
Divide your customer base into groups with defined characteristics and needs.
Segment customers
Divide your customer base into groups with defined characteristics and needs.
Improve reporting
Apply segmentation to your reporting and dashboards to find new insights and trends that differentiate groups of customers, and adjust your strategy accordingly.
Personalize engagment
Use segments to establish playbooks and journeys, personalize communications, and activate automations. Segments adapt as customers meet/no longer meet segment criteria.
Segment customers by
- Active customers
- Account status
- Customer size
- Customer product type
- Customer industry
- Customers who use/don’t use specific features
- Churned customers (why, when, where they went, and more)
- Customer sentiment
- New, mature, at-risk customers
- Customers with upsell potential
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- Customers with less than “x” active users in the last “y” days
- Customers without any interactions in the last “y” days
- Customers with decreased license utilization
- Negative/positive NPS scores
- Contact-specific lists
- Decision makers at accounts
- Admins at accounts
Why customer success teams love ChurnZero’s segmentation tools
” I love the ability to build very rich, specific segmentation on application usage. The ability to set success goals with customer outreach gives ease to understanding the full impact of our outreach.”
— Sean Z.
CS operations/CS leaders
can create high-level segments that become the foundation of processes and reporting across the team.
CS management
can create team-specific segments to drill down to the book of business they manage/their team manages.
CSMs
use segments to drill down to their own book of business.
Learn about all the features of ChurnZero customer success software
Core customer success features
Segment customers create automated plays and journeys, get detailed reporting, and a better understanding of the health of your customer base.
Digital engagement tools
Everything you need to create personalized, automated communications with your customers, right within your product.
ChurnZero power tools
ChurnZero offers a suite of tools to increase your efficiency and elevate your customer success, including:
- Customer Success AI™
- Launchpad, our best-practices template library
- Predictive CS analytics
- Detailed renewal and forecasting
- Advanced reporting tools
- Learning management system integration
See what customer segmentation can do for you.
Ask Customer Success GPT™
We asked Customer Success GPT to answer the most common questions about customer segmentation.
Segmenting customers in customer success software is crucial for tailoring engagement strategies to different customer groups.
Why is customer segmentation important in customer success?
Customer segmentation allows customer success teams to customize their approach based on distinct customer groups’ specific needs, behaviors, and characteristics. This tailored approach can lead to more effective engagement, higher satisfaction levels, and ultimately, increased customer retention and growth.
What criteria should be used for segmenting customers in customer success software?
Effective segmentation often considers factors like product usage patterns, customer lifecycle stages, business size, industry, and customer value. These criteria help in identifying similarities and differences among customers, enabling more personalized and impactful success strategies.
How does segmentation impact the efficiency of customer success teams?
By segmenting customers, success teams can prioritize their efforts, focusing on high-value or at-risk accounts when necessary while automating engagement for more stable segments. This not only optimizes resource allocation but also ensures that all customers receive the appropriate level of attention, improving overall team efficiency.
Can customer segmentation evolve over time, and how should teams adapt?
Yes, customer needs and behaviors can change, necessitating adjustments in segmentation. Teams should regularly review and adjust their segmentation criteria and strategies based on new data, customer feedback, and evolving business goals. This dynamic approach helps in maintaining relevance and effectiveness in customer engagement efforts.