Customer Success Beyond what they Pay: Using Customer Characteristics to Tailor their Experience

Our next Impact Academy training programs start on 27-May, 2024
Customer-centric Automations:
https://www.impactdemy.com/courses/customer-centric-automations-eumay24
The Expansion Program:
https://www.impactdemy.com/courses/the-expansion-program-may-eu
ON TODAY'S EPISODE:
In this week's episode, Johan and Lincoln explore the significance of tailoring customer success strategies based on unique customer characteristics, moving beyond traditional price plan segmentation. They delve into the practical steps customer success teams can take to create more personalized, efficient service models that drive better outcomes for both customers and businesses.

THIS WEEK'S QUESTION:
“How can we start tailoring our customer success to match our customers' characteristics instead of just their price plans? Got any practical advice on how to pull this off?”
TOPICS BEING ADDRESSED:

• Importance of recognizing and adapting to diverse customer characteristics in Customer Success
• The pitfalls of traditional price plan segmentation and its impact on efficiency and service quality
• Practical strategies for implementing tailored customer success approaches

QUOTES:
Lincoln Murphy (06:03): “If we just group customers based on what they pay, we are not just over delivering, we are misdelivering. You're giving them something they don't need, which actually adds no value to them.”
Johan Nilsson (14:16): “As you scale and add more people to your team, how can you bring this tailored approach into every interaction? That’s where true operational efficiency and customer satisfaction kick in.”
Lincoln Murphy (18:37): “We're not just talking about different treatment for high-paying customers; we're talking about appropriate, targeted engagement based on what each customer actually needs.”
Johan Nilsson (19:33): “Using customer characteristics like tech savviness or industry specifics can transform how we deliver success. This is not about more touchpoints; it's about the right touchpoints.”
Lincoln Murphy (22:17): “What we're striving for is consistency across experiences, so no matter which CSM a customer works with, the level of engagement feels tailored and personal.”

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