The ultimate framework for segmenting your customers

<!DOCTYPE html> <html lang="en"> <head> <link rel="dns-prefetch" href="https://sync.outbrain.com"> <link rel="dns-prefetch" href="https://ups.analytics.yahoo.com"> <link rel="dns-prefetch" href="https://ib.adnxs.com"> <link rel="dns-prefetch" href="https://www.google-analytics.com"> <link rel="dns-prefetch" href="https://fonts.googleapis.com"> <link rel="dns-prefetch" href="https://cdn.logrocket.io"> <link rel="preload" as="style" rel="stylesheet" type="text/css" href="https://www.customersuccesscollective.com/assets/built/screen.css?v=dcebed8c7b" /> <meta charset="utf-8" /> <meta http-equiv="X-UA-Compatible" content="IE=edge" /> <title>The ultimate framework for segmenting your customers</title> <meta name="HandheldFriendly" content="True" /> <meta name="viewport" content="width=device-width, initial-scale=1.0" /> <link rel="stylesheet" type="text/css" href="https://www.customersuccesscollective.com/assets/built/screen.css?v=dcebed8c7b" /> <meta name="author" content="Grace Gupta"> <script src="https://cdn.lr-ingest.io/LogRocket.min.js" crossorigin="anonymous"></script> <script> window.LogRocket && window.LogRocket.init('acara/sequel-main'); window.inArticleAdList; window.inArticleAdListDisabled; window.topNav; window.showGetCertCta; window.isTOCenabled; window.userIdSegment = localStorage.getItem("user_id"); </script> <script> var ghosthunter_key = 'b1d2e55946ba49e939e2eba782'; window.isHiddenUpgradeVisible = false; </script> <script type="text/javascript"> function getParameterByName(name, url) { if (!url) url = window.location.href; name = name.replace(/[\[\]]/g, "\\$&"); var regex = new RegExp("[?&]" + name + "(=([^&#]*)|&|#|$)"), results = regex.exec(url); if (!results) return null; if (!results[2]) return ''; return decodeURIComponent(results[2].replace(/\+/g, " ")); } var action = getParameterByName('action'); if (action == 'signin') { window.location = '/account'; } if (window.location && window.location.search && window.location.search.includes('stripe=success')) { window.location = '/activate'; } </script> <script> var checkUserId = function({ payload, next, integrations }) { var user_id = payload.obj.userId; if(user_id && (user_id.length === 8 || user_id.length !== 36)) { console.log('teacahble user_id still set, clearing'); window.localStorage.removeItem('apc_user_id'); analytics.reset(); analytics.user().anonymousId(payload.obj.anonymousId); delete payload.obj.userId; delete payload.obj.traits; console.log('payload after clearing', payload.obj); } next(payload); }; !function(){var analytics=window.analytics=window.analytics||[];if(!analytics.initialize)if(analytics.invoked)window.console&&console.error&&console.error("Segment snippet included twice.");else{analytics.invoked=!0;analytics.methods=["trackSubmit","trackClick","trackLink","trackForm","pageview","identify","reset","group","track","ready","alias","debug","page","once","off","on","addSourceMiddleware","addIntegrationMiddleware","setAnonymousId","addDestinationMiddleware"];analytics.factory=function(e){return function(){var t=Array.prototype.slice.call(arguments);t.unshift(e);analytics.push(t);return analytics}};for(var e=0;e<analytics.methods.length;e++){var key=analytics.methods[e];analytics[key]=analytics.factory(key)}analytics.load=function(key,e){var t=document.createElement("script");t.type="text/javascript";t.async=!0;t.src="https://cdn.segment.com/analytics.js/v1/" + key + "/analytics.min.js";var n=document.getElementsByTagName("script")[0];n.parentNode.insertBefore(t,n);analytics._loadOptions=e};analytics._writeKey="KJbuqCLAMGmg1hU4fuM6MSTFWyq9fnTX";analytics.SNIPPET_VERSION="4.13.2"; const tags = []; const authors = []; let primary_tag; let primary_author; primary_author = "Grace Gupta"; primary_tag = "Customer segmentation"; authors.push("Grace Gupta") tags.push("Customer segmentation") tags.push("Articles") analytics.addSourceMiddleware(checkUserId); analytics.load('KJbuqCLAMGmg1hU4fuM6MSTFWyq9fnTX', { user: { persist: true, cookie: { key: 'ajs_alliance_user_id' }, localStorage: { key: 'ajs_alliance_user_traits' } } }); analytics.page({ properties: { primary_tag: primary_tag, primary_author: primary_author, authors: authors, tags: tags, community: 'CSC' } }); }}(); </script> <meta name="description" content="Revamp your success strategy with these proven customer segmentation frameworks. Unlock the power of data to target and engage your customers."> <link rel="icon" href="https://www.customersuccesscollective.com/content/images/size/w256h256/2024/07/android-chrome-192x192.png" type="image/png"> <link rel="canonical" href="https://www.customersuccesscollective.com/the-ultimate-framework-for-segmenting-your-customers/"> <meta name="referrer" content="no-referrer-when-downgrade"> <meta property="og:site_name" content="Customer Success Collective"> <meta property="og:type" content="article"> <meta property="og:title" content="The ultimate framework for segmenting your customers"> <meta property="og:description" content="Customer segmentation is a crucial part of any business strategy, be it used in marketing, customer success, sales, or product teams. It’s the difference between a customer staying put or leaving due to not experiencing product or brand value due to the “spray and pray” approach."> <meta property="og:url" content="https://www.customersuccesscollective.com/the-ultimate-framework-for-segmenting-your-customers/"> <meta property="og:image" content="https://www.customersuccesscollective.com/content/images/2023/04/photo-1516542203310-499413ef31ec.jpeg"> <meta property="article:published_time" content="2023-04-04T13:00:30.000Z"> <meta property="article:modified_time" content="2024-11-10T08:54:23.000Z"> <meta property="article:tag" content="Customer segmentation"> <meta property="article:tag" content="Articles"> <meta property="article:publisher" content="https://www.facebook.com/customersuccesscollective"> <meta name="twitter:card" content="summary_large_image"> <meta name="twitter:title" content="The ultimate framework for segmenting your customers"> <meta name="twitter:description" content="Customer segmentation is a crucial part of any business strategy, be it used in marketing, customer success, sales, or product teams. It’s the difference between a customer staying put or leaving due to not experiencing product or brand value due to the “spray and pray” approach."> <meta name="twitter:url" content="https://www.customersuccesscollective.com/the-ultimate-framework-for-segmenting-your-customers/"> <meta name="twitter:image" content="https://www.customersuccesscollective.com/content/images/2023/04/photo-1516542203310-499413ef31ec.jpeg"> <meta name="twitter:label1" content="Written by"> <meta name="twitter:data1" content="Grace Gupta"> <meta name="twitter:label2" content="Filed under"> <meta name="twitter:data2" content="Customer segmentation, Articles"> <meta name="twitter:site" content="@_cscollective"> <meta property="og:image:width" content="1000"> <meta property="og:image:height" content="667"> <script type="application/ld+json"> { "@context": "https://schema.org", "@type": "Article", "publisher": { "@type": "Organization", "name": "Customer Success Collective", "url": "https://www.customersuccesscollective.com/", "logo": { "@type": "ImageObject", "url": "https://www.customersuccesscollective.com/content/images/2024/07/CSC-FULL-LOGO-SECONDARY--ON-WHITE-.png" } }, "author": { "@type": "Person", "name": "Grace Gupta", "image": { "@type": "ImageObject", "url": "https://www.customersuccesscollective.com/content/images/2021/06/IMG_20210524_114526.jpg", "width": 960, "height": 891 }, "url": "https://www.customersuccesscollective.com/author/grace/", "sameAs": [ "https://www.linkedin.com/in/g-g-grace-gupta/" ] }, "headline": "The ultimate framework for segmenting your customers", "url": "https://www.customersuccesscollective.com/the-ultimate-framework-for-segmenting-your-customers/", "datePublished": "2023-04-04T13:00:30.000Z", "dateModified": "2024-11-10T08:54:23.000Z", "image": { "@type": "ImageObject", "url": "https://www.customersuccesscollective.com/content/images/2023/04/photo-1516542203310-499413ef31ec.jpeg", "width": 1000, "height": 667 }, "keywords": "Customer segmentation, Articles", "description": "Customer segmentation is a crucial part of any business strategy, be it used in marketing, customer success, sales, or product teams. It’s the difference between a customer staying put or leaving due to not experiencing product or brand value due to the “spray and pray” approach.", "mainEntityOfPage": "https://www.customersuccesscollective.com/the-ultimate-framework-for-segmenting-your-customers/" } </script> <meta name="generator" content="Ghost 5.101"> <link rel="alternate" type="application/rss+xml" title="Customer Success Collective" href="https://www.customersuccesscollective.com/rss/"> <script defer src="https://cdn.jsdelivr.net/ghost/portal@~2.46/umd/portal.min.js" data-i18n="true" data-ghost="https://www.customersuccesscollective.com/" data-key="3ffa4898f903e3ccf2c67bf7ea" data-api="https://customer-success-collective.ghost.io/ghost/api/content/" data-locale="en" crossorigin="anonymous"></script><style id="gh-members-styles">.gh-post-upgrade-cta-content, .gh-post-upgrade-cta { display: flex; flex-direction: column; align-items: center; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif; text-align: center; width: 100%; color: #ffffff; font-size: 16px; } .gh-post-upgrade-cta-content { border-radius: 8px; padding: 40px 4vw; } .gh-post-upgrade-cta h2 { color: #ffffff; font-size: 28px; letter-spacing: -0.2px; margin: 0; padding: 0; } .gh-post-upgrade-cta p { margin: 20px 0 0; padding: 0; } .gh-post-upgrade-cta small { font-size: 16px; letter-spacing: -0.2px; } .gh-post-upgrade-cta a { color: #ffffff; cursor: pointer; font-weight: 500; box-shadow: none; text-decoration: underline; } .gh-post-upgrade-cta a:hover { color: #ffffff; opacity: 0.8; box-shadow: none; text-decoration: underline; } .gh-post-upgrade-cta a.gh-btn { display: block; background: #ffffff; text-decoration: none; margin: 28px 0 0; padding: 8px 18px; border-radius: 4px; font-size: 16px; font-weight: 600; } .gh-post-upgrade-cta a.gh-btn:hover { opacity: 0.92; }</style><script async src="https://js.stripe.com/v3/"></script> <script defer src="https://cdn.jsdelivr.net/ghost/sodo-search@~1.5/umd/sodo-search.min.js" data-key="3ffa4898f903e3ccf2c67bf7ea" data-styles="https://cdn.jsdelivr.net/ghost/sodo-search@~1.5/umd/main.css" data-sodo-search="https://customer-success-collective.ghost.io/" data-locale="en" crossorigin="anonymous"></script> <link href="https://www.customersuccesscollective.com/webmentions/receive/" rel="webmention"> <script defer src="/public/cards.min.js?v=dcebed8c7b"></script> <link rel="stylesheet" type="text/css" href="/public/cards.min.css?v=dcebed8c7b"> <script defer src="/public/member-attribution.min.js?v=dcebed8c7b"></script><style>:root {--ghost-accent-color: #FF4DD8;}</style>  <script type="text/javascript"> var _iub = _iub || []; _iub.csConfiguration = {"askConsentAtCookiePolicyUpdate":true,"cookiePolicyInOtherWindow":true,"countryDetection":true,"enableFadp":true,"enableLgpd":true,"enableTcf":true,"floatingPreferencesButtonDisplay":"anchored-center-left","floatingPreferencesButtonZIndex":10,"gdprAppliesGlobally":false,"googleAdditionalConsentMode":true,"lang":"en","lgpdAppliesGlobally":false,"perPurposeConsent":true,"siteId":1712381,"tcfPurposes":{"2":"li_only","7":"li_only","8":"li_only","9":"li_only","10":"li_only","11":"li_only"},"cookiePolicyId":24731467,"i18n":{"en":{"banner":{"title":"The Alliance privacy & cookie controls","dynamic":{"body":"We use cookies to give you the best experience on our website. By continuing to browse, you agree to our cookie policy"}}}}, "banner":{ "acceptButtonColor":"#367AFF","acceptButtonDisplay":true,"backgroundColor":"#09100F","brandBackgroundColor":"#09100F","closeButtonRejects":true,"customizeButtonCaptionColor":"#F9F8F5","customizeButtonColor":"#292626","customizeButtonDisplay":true,"explicitWithdrawal":true,"fontSizeBody":"10px","fontSizeCloseButton":"24px","listPurposes":true,"logo":"https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/alliance-website/ALLIANCE%20FULL%20-%20Secondary_small.svg","linksColor":"#F9F8F5","ownerName":"The Alliance","position":"float-bottom-center","prependOnBody":true,"rejectButtonCaptionColor":"#F9F8F5","rejectButtonColor":"#292626","rejectButtonDisplay":true,"showPurposesToggles":true,"showTotalNumberOfProviders":true,"textColor":"#F9F8F5","acceptButtonCaption":"Accept all","rejectButtonCaption":"Reject" }}; </script> <script type="text/javascript" src="https://cs.iubenda.com/autoblocking/1712381.js"></script> <script type="text/javascript" src="//cdn.iubenda.com/cs/tcf/stub-v2.js"></script> <script type="text/javascript" src="//cdn.iubenda.com/cs/tcf/safe-tcf-v2.js"></script> <script type="text/javascript" src="//cdn.iubenda.com/cs/iubenda_cs.js" charset="UTF-8" async></script>   <script type="text/javascript" id="hs-script-loader" async defer src="//js-eu1.hs-scripts.com/139496063.js"></script>  <script> const disabledAds = true; </script> <script> const postAdsList = [ { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/240x400%20(3).png', mobile_image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/240x400%20(3).png', image_url: 'https://google.com', name: 'CS: pre- vs post-launch', date: '', location: '', display_location_by: 'article', display_location_mode: 'global', tag: '', display_location_screen: 'right', type: 'Virtual courses', description: '', buttonText: '', url: 'http://localhost:2368/another-sponsored-test/', status: 'active' }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/728x90%20(1).png', mobile_image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Paid-Media/inhouse-certification-ads/mobile-top.png', image_url: 'https://google.com', name: 'CS: pre- vs post-launch', date: '', location: '', display_location_by: 'article', display_location_mode: 'global', tag: '', display_location_screen: 'top', type: 'Virtual courses', description: '', buttonText: '', url: 'http://localhost:2368/test-article-google-3/', status: 'active' }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/Snippets%20Component%20Bank%20(1).png', mobile_image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/240x400%20(3).png', image_url: 'https://google.com', name: 'CS: pre- vs post-launch', date: '', location: '', display_location_by: 'article', tag: '', display_location_screen: 'bottom', type: 'Virtual courses', description: '', buttonText: '', url: 'http://localhost:2368/another-sponsored-test/', status: 'active' }, ]; </script> <script> window.proPlusStripeIdList = [ 'price_1N0nUfJL7xKzlfjkeUoX08xU', 'price_1N0nUeJL7xKzlfjkLrIcayjk', 'price_1NdF0GJL7xKzlfjk35d5kCs1', 'price_1Nb3zJJL7xKzlfjkYXNJzTOw', 'price_1Ng9q8JL7xKzlfjkemBea9kM', 'price_1Nii46JL7xKzlfjk0zWH9A1q', 'price_1Nii3nJL7xKzlfjkVRv7R2P2', 'price_1Nii3RJL7xKzlfjk5S84sHBE', 'price_1Nii39JL7xKzlfjkuu8DZ6U3', 'price_1Nii2fJL7xKzlfjkA3Jqd9fT', 'price_1NgAJeJL7xKzlfjkaUTiVOro', 'price_1Ng9q8JL7xKzlfjkiUlRD9dm', 'price_1Ng9q8JL7xKzlfjkvAQxG1b0', 'price_1JaHPDJL7xKzlfjkNkzqxR1b', 'price_1OJXLJJL7xKzlfjkWK2IC9rA', 'price_1O9XOEJL7xKzlfjk0BSQhmTt', 'price_1O9XNoJL7xKzlfjkKoJYsKdT', 'price_1Oo30uJL7xKzlfjkUXQkYD6i', 'price_1Q0oL8JL7xKzlfjkyRT9kJm1' ]; window.execPlusStripeIdList = [ 'price_1P4KmNJL7xKzlfjkJysXWXNx', 'price_1QDplsJL7xKzlfjkKJNGAgtF' ]; </script> <script>!function () {var reb2b = window.reb2b = window.reb2b || [];if (reb2b.invoked) return;reb2b.invoked = true;reb2b.methods = ["identify", "collect"];reb2b.factory = function (method) {return function () {var args = Array.prototype.slice.call(arguments);args.unshift(method);reb2b.push(args);return reb2b;};};for (var i = 0; i < reb2b.methods.length; i++) {var key = reb2b.methods[i];reb2b[key] = reb2b.factory(key);}reb2b.load = function (key) {var script = document.createElement("script");script.type = "text/javascript";script.async = true;script.src = "https://s3-us-west-2.amazonaws.com/b2bjsstore/b/" + key + "/reb2b.js.gz";var first = document.getElementsByTagName("script")[0];first.parentNode.insertBefore(script, first);};reb2b.SNIPPET_VERSION = "1.0.1";reb2b.load("5DNXY8HM1VO0");}();</script> <script src="https://tag.clearbitscripts.com/v1/pk_bebaa9db4ca35af82ab4d629c9fade2b/tags.js"></script>  <script>window.dataLayer = window.dataLayer || [];</script>   <script>(function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-PTR9HS2');</script>   <script> (function(){var a=window.mutiny=window.mutiny||{};if(!window.mutiny.client){a.client={_queue:{}};var b=["identify","trackConversion"];var c=[].concat(b,["defaultOptOut","optOut","optIn"]);var d=function factory(c){return function(){for(var d=arguments.length,e=new Array(d),f=0;f<d;f++){e[f]=arguments[f]}a.client._queue[c]=a.client._queue[c]||[];if(b.includes(c)){return new Promise(function(b,d){a.client._queue[c].push({args:e,resolve:b,reject:d});setTimeout(d,500)})}else{a.client._queue[c].push({args:e})}}};c.forEach(function(b){a.client[b]=d(b)})}})(); </script> <script data-cfasync="false" src="https://client-registry.mutinycdn.com/personalize/client/dc82cf9a1e4605e6.js"></script>   <script> (function(h,o,t,j,a,r){ h.hj=h.hj||function(){(h.hj.q=h.hj.q||[]).push(arguments)}; h._hjSettings={hjid:3160538,hjsv:6}; a=o.getElementsByTagName('head')[0]; r=o.createElement('script');r.async=1; r.src=t+h._hjSettings.hjid+j+h._hjSettings.hjsv; a.appendChild(r); })(window,document,'https://static.hotjar.com/c/hotjar-','.js?sv='); </script> <script>!function(o,i){window.provesrc&&window.console&&console.error&&console.error("ProveSource is included twice in this page."),provesrc=window.provesrc={dq:[],display:function(){this.dq.push(arguments)}},o._provesrcAsyncInit=function(){provesrc.init({apiKey:"eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhY2NvdW50SWQiOiI1ZWEyZTczNTRjNDQ0ZDQ1NzU0OWRhYWUiLCJpYXQiOjE1ODc3MzQzMjZ9.3BTkc-xMOUGxjeDJV_LuZh_FJ956iGxKa9mZGF4TRMA",v:"0.0.4"})};var r=i.createElement("script");r.type="text/javascript",r.async=!0,r["ch"+"ar"+"set"]="UTF-8",r.src="https://cdn.provesrc.com/provesrc.js";var e=i.getElementsByTagName("script")[0];e.parentNode.insertBefore(r,e)}(window,document);</script> <script> const eventsCalendar = [ { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Events-Calendar/CSC/Live%20and%20online%20certifications.png', name: 'Customer Success Certified: Core live training - December 3, 9am GMT', date: 'December 3, 2024', location: 'Online', type: 'Courses', description: 'Join industry experts and peers for the ultimate customer success certification in a live virtual training session.', buttonText: 'Find out more', url: 'https://learn.customersuccesscollective.com/customer-success-certified-core-live-training', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/CSC_events_calendar/CS%20London%20(1).png', name: 'London', date: 'December 4 & 5, 2024', location: 'EMEA', type: 'Summits', description: 'Leave equipped with value-driving tips & tricks from Europe\'s finest customer leaders.', buttonText: 'Find out more', url: 'https://events.customersuccesscollective.com/location/london', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/CSC_events_calendar/CCO%20Londn.png', name: 'London', date: 'December 4, 2024', location: 'EMEA', type: 'Summits', description: 'Ensure your CS team delivers above and beyond as a revenue driving powerhouse.', buttonText: 'Find out more', url: 'https://events.customersuccesscollective.com/location/ccolondon', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Mastering-leadership-workshops/CSC%20Mastering%20Leadership%20Workshops%20(1).png', name: 'Mastering Leadership: Relationship management', date: '10 & 12 December 2024', location: 'Online', type: 'Members', description: 'Quarterly workshops for Exec+ members to learn critical leadership skills on their journey to the top.', buttonText: 'Sign up here', url: 'www.customersuccesscollective.com/mastering-leadership-workshops', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Courses-workshops/Customer-Labs-assets/CSC_Membership_Dashboard_Assets_Learning_10%20(2).png', name: 'Customer Labs workshops: Cultivating a customer-centric mindset: Strategies for success', date: 'December 11 2024', location: 'Online', type: 'Workshops', description: 'Join an expert instructor and your peers in this members-only workshop series to elevate your customer success game.', buttonText: 'Sign up here', url: 'https://www.customersuccesscollective.com/customer-labs-workshops/', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Events-Calendar/CSC/NEW-CSC_Event_Calendar_CSFest_Amsterdam.png', name: 'Amsterdam', date: 'May 15 & 16, 2025', location: 'EMEA', type: 'Summits', description: 'Take some of the world’s most forward-thinking CS strategies back to your desk.', buttonText: 'Find out more', url: 'https://events.customersuccesscollective.com/location/amsterdam', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Events-Calendar/CSC/CSC_Event_Calendar_CSCFestival_LA.png', name: 'Las Vegas', date: 'May 22 & 23, 2025', location: 'North America', type: 'Summits', description: 'Take some of the worlds most forward-thinking CS strategies back to your desk.', buttonText: 'Find out more', url: 'https://events.customersuccesscollective.com/location/lasvegas', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/CSC_events_calendar/Customer%20Success%20Festival%20San%20Francisco.png', name: 'San Francisco', date: 'September 4 & 5, 2025', location: 'North America', type: 'Summits', description: 'Take some of the world\'s most forward-thinking CS strategies back to your desk.', buttonText: 'Find out more', url: 'https://events.customersuccesscollective.com/location/sanfrancisco', }, { image: 'https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/CSC_events_calendar/CX%20Summit%20Virtual', name: 'CSC Customer Experience Summit Virtual', date: '2025', location: 'Online', type: 'Virtual festivals', description: 'Customer Experience virtual summit', buttonText: 'Sign up here', url: 'https://virtual.customersuccesscollective.com/location/cx/', }, // Add more as needed ]; </script> <script> var eventsList = [ { 'title': 'Customer Success Certified: Core', 'date': 'November 12', 'location': '<b>Live training (PT)</b>', 'url': 'https://learn.customersuccesscollective.com/customer-success-certified-core-live-training' }, { 'title': 'Customer Success Festival', 'date': 'November 13 & 14', 'location': '<b>Chicago</b>', 'url': 'https://events.customersuccesscollective.com/location/chicago' }, { 'title': 'Customer Success Festival', 'date': 'December 4 & 5', 'location': '<b>London</b>', 'url': 'https://events.customersuccesscollective.com/location/london' }, { 'title': 'CCO Summit', 'date': 'December 4', 'location': '<b>London</b>', 'url': 'https://events.customersuccesscollective.com/location/ccolondon' }, { 'title': 'Customer Success Certified: Core', 'date': 'December 3', 'location': '<b>London</b>', 'url': 'https://certified.customersuccesscollective.com/p/customer-success-certified-core-in-person' }, { 'title': 'Customer Success Summit', 'date': 'February 11 & 12', 'location': '<b>Austin</b>', 'url': 'https://events.customersuccesscollective.com/location/austin' }, { 'title': 'CCO Summit', 'date': 'March 12', 'location': '<b>New York</b>', 'url': 'https://events.customersuccesscollective.com/location/cconewyork' }, { 'title': 'Customer Success Summit', 'date': 'March 11 & 12', 'location': '<b>New York</b>', 'url': 'https://events.customersuccesscollective.com/location/newyork' }, ]; </script> <script> window.topNav = [ { name: 'Membership', itemList: [ { name: 'Membership plans', url: '#', desc: 'Pick your path', itemList: [ { name: 'Pro membership', url: '/signup/' }, { name: 'Pro+ membership', url: '/pro-plus-membership/' }, { name: 'Exec+ membership', url: '/exec-plus-membership/' }, { name: 'Team membership', url: '/teams/' } ] }, { name: 'What is included?', desc: 'All you need to succeed', itemList: [ { name: 'Templates & frameworks', url: '/templates-and-frameworks/' }, { name: 'OnDemand videos', url: '/customer-success-ondemand/' }, { name: 'Exclusive content', url: '/tag/membership-content/' }, ] }, { name: 'Take a peek inside', url: '#', desc: 'See what the fuss is about', itemList: [ { name: 'Freemium membership', url: '/insider-membership-plan/' }, { name: 'Free taster pack', url: '/test-before-you-invest-pro-membership-taster-pack/' }, { name: 'Pro membership sneak peek', url: '/membership-samples/' }, { name: '3 essential CS templates [freebie]', url: '/3-essential-templates-to-transform-your-customer-success-strategy/' }, ] }, ] }, { name: 'Resources', itemList: [ { name: 'Content hub', desc: 'CS resources on tap', url: '/signup', itemList: [ { name: 'Articles', url: '/content-hub/?filter=articles' }, { name: 'CSC Prime', url: '/csc-prime/' }, { name: 'Podcasts', url: 'https://alliance.ghost.io/podcasts/?filter=podcast-filter-community-csc' }, { name: 'Videos', url: '/content-hub/?filter=videos' }, { name: 'eBooks', url: '/ebooks/' }, { name: 'Webinars', url: '/webinars-hub/' }, { name: 'Create & contribute', url: '/create-contribute/' } ] }, { name: 'Guides', desc: 'Brush up on the essentials', url: '/signup', itemList: [ { name: 'Customer success', url: '/what-is-customer-success/' }, { name: 'Customer Success Framework', url: '/customer-success-framework/' }, { name: 'Customer onboarding', url: '/customer-onboarding/' }, { name: 'Customer churn', url: '/customer-churn/' }, { name: 'Customer success metrics', url: '/customer-success-metrics/' }, { name: 'Customer retention', url: '/customer-retention/' }, { name: 'Chief Customer Officer', url: '/chief-customer-officer/' } ] }, { name: 'Research & reports', desc: 'Industry insights from us', url: '#', itemList: [ { name: 'Customer Success Salary Report 2024', url: '/customer-success-salary-survey-report/' }, { name: 'State of Customer Success Leadership 2024 Report', url: '/state-of-customer-success-leadership/' }, { name: 'State of Customer Success 2024 Report', url: '/state-of-customer-success-report/' }, { name: 'Beyond the Bot: AI in Customer Success', url: '/ai-in-customer-success-ebook/' }, { name: 'Customer Success Onboarding Playbook', url: '/the-customer-success-onboarding-playbook/' }, { name: 'Aligning customer success & marketing to boost growth', url: '/aligned-customer-teams-report/' }, { name: 'View all reports', url: 'https://www.customersuccesscollective.com/reports/' }, ] }, { name: 'Best of the rest', desc: 'Highlights from the site', url: '/', itemList: [ { name: 'CSC-IQ', desc: 'Customer success competency test', url: 'https://www.customersuccesscollective.com/customer-success-iq/' }, { name: 'CSC-GPT', desc: 'Ther ultimate CS assistant', url: 'https://gpt.customersuccesscollective.com' }, { name: 'Leadership AMA', desc: 'Wisdom from the experts', url: 'https://www.customersuccesscollective.com/ama-cs-leadership/' }, { name: 'Newsletter', desc: 'Signup to the monthly email', url: '/customer-success-newsletter/' } ] }, ] }, { name: 'Certification', itemList: [ { name: 'Customer Success Core', desc: 'The essentials of customer success', itemList: [ { name: 'CS Certified: Core [OnDemand]', url: 'https://learn.customersuccesscollective.com/course/customer-success-certified-core' }, { name: 'CS Certified: Core [Live training]', url: 'https://learn.customersuccesscollective.com/customer-success-certified-core-live-training' }, { name: 'View all courses', url: 'https://learn.customersuccesscollective.com/courses' }, ] }, { name: 'Masters Certified', desc: 'Be the go-to expert', itemList: [ { name: 'Customer Advocacy Certified', url: 'https://learn.customersuccesscollective.com/course/customer-advocacy-certified-masters' }, { name: 'Customer Research Certified', url: 'https://learn.customersuccesscollective.com/course/customer-research-certified-masters' }, { name: 'Customer Retention Certified', url: 'https://learn.customersuccesscollective.com/course/customer-retention-certified-masters' }, { name: 'CS Metrics Certified', url: 'https://learn.customersuccesscollective.com/course/customer-success-metrics-certified-masters' }, { name: 'Building a CS Team Certified', url: 'https://learn.customersuccesscollective.com/course/building-a-customer-success-team-certified-masters' }, { name: 'View all courses', url: 'https://learn.customersuccesscollective.com/courses' }, ] }, { name: 'Advanced Micro', desc: 'For fast & deep learning', itemList: [ { name: 'Customer Advocacy Framework', url: 'https://learn.customersuccesscollective.com/course/customer-advocacy-strategic-frameworks-advanced-micro-course' }, ] }, { name: 'Leadership Certified', desc: 'The ultimate roadmap for leaders', itemList: [ { name: 'CS Certified: Leadership', desc: 'Access anytime on-demand', url: 'https://learn.customersuccesscollective.com/course/customer-success-certified-leadership' }, { name: 'CS Leadership Accelerator', desc: 'Six-week live & immersive program', url: 'https://learn.customersuccesscollective.com/customer-success-leadership-accelerator' }, { name: 'View all courses', url: 'https://learn.customersuccesscollective.com/courses' }, ] }, ] }, { name: 'Events', itemList: [ { name: 'Digital', desc: 'Coming soon to a screen near you', url: '#', itemList: [ { name: 'Virtual Meetup: New year, new CS goals', desc: 'January 28', url: 'https://community.customersuccesscollective.com/c/virtual/virtual-jan28', }, { name: 'CSC Panel: CX & CS', desc: 'December 10', url: 'https://community.customersuccesscollective.com/c/virtual/panelcxcs', }, { name: 'Virtual Meetup: Holiday prep', desc: 'December 17', url: 'https://community.customersuccesscollective.com/c/virtual/virtual-dec17', }, { name: 'Why CS folks 🧡 our events', url: '/why-cs-folks-love-our-events/', } ] }, { name: 'In-person', desc: 'Events all over the world', url: '#', itemList: [ { name: 'Networking meetup Sydney | November 28', url: 'hhttps://community.customersuccesscollective.com/c/sydney/meetup-sydney-nov28', target: '_blank' }, { name: 'CS Festival London | December 4 & 5', url: 'https://events.customersuccesscollective.com/location/london', target: '_blank' }, { name: 'CCO Summit London | December 4', url: 'https://events.customersuccesscollective.com/location/ccolondon', target: '_blank' }, { name: 'CS Summit Washington | January 30', url: 'https://events.customersuccesscollective.com/location/washington', target: '_blank' }, { name: 'CS Summit Austin | February 11 & 12', url: 'https://events.customersuccesscollective.com/location/austin', target: '_blank' }, { name: 'CS Summit New York | March 11 & 12', url: 'https://events.customersuccesscollective.com/location/newyork', target: '_blank' }, { name: 'Customer Support Summit New York | March 11 & 12', url: 'https://events.customersuccesscollective.com/location/supportnyc/', target: '_blank' }, { name: 'CCO Summit New York | March 12', url: 'https://events.customersuccesscollective.com/location/cconewyork', target: '_blank' }, ] }, { name: 'Quick links & OnDemand', desc: 'Never miss a beat', url: '#', itemList: [ { name: 'Global calendar', url: 'https://events.customersuccesscollective.com/', }, { name: 'In-person courses', url: 'https://certified.customersuccesscollective.com/p/customer-success-certified-core-in-person', }, { name: 'Request to speak', url: 'https://www.customersuccesscollective.com/call-for-speakers-customer-success-collective/', }, { name: 'Catch up OnDemand', url: 'https://www.customersuccesscollective.com/customer-success-ondemand/', }, { name: 'All events', url: 'https://live.customersuccesscollective.com/', } ] }, ] }, { name: 'Community', itemList: [ { name: 'Network', url: '#', desc: 'Connect and collaborate', itemList: [ { name: 'Slack community', url: '/customer-success-community/' }, { name: 'Leadership dinners', url: '/leadership-dinner-series/' }, { name: 'Meetups', url: '/customer-success-meetups/' }, { name: 'Meet our ambassadors', url: '/meet-our-ambassadors/' } ] }, { name: 'Learn', url: '#', desc: 'Level up your career', itemList: [ { name: 'Customer Success Collective Awards 2024 | Finalists', url: 'https://www.customersuccesscollective.com/customer-success-awards-finalists/' }, { name: 'Customer Success Collective Awards | Winners 2023', url: 'https://www.customersuccesscollective.com/customer-success-awards-2023-winners/' }, { name: 'Become an ambassador', url: '/become-an-ambassador/' }, { name: 'Customer Advisory Board', url: '/customer-success-collective-customer-advisory-board/' }, ] }] }, { name: 'About', itemList: [ { name: 'The basics', desc: 'Our journey & how to reach us', url: '/signup', itemList: [ { name: 'Mission', url: '/about/' }, { name: 'The team', url: '/meet-the-team/' }, { name: 'Contact', url: '/contact/' } ] }, { name: 'Get involved', desc: 'Get your name published', url: '/', itemList: [ { name: 'Create & contribute', url: '/create-contribute/' }, { name: 'Partner with us', url: '/partner-with-us/' } ] }, ] }, { name: "What's new?", url: '#', class: 'nav-whats-new' } ]; </script> <script id='pixel-script-poptin' src='https://cdn.popt.in/pixel.js?id=5216131db94ff' async='true'></script> <script> if (window.location.pathname === '/articles/') { document.title = 'Customer success articles | Customer Success Collective'; } </script> <script>(function(w,r){w._rwq=r;w[r]=w[r]||function(){(w[r].q=w[r].q||[]).push(arguments)}})(window,'rewardful');</script> <script async src='https://r.wdfl.co/rw.js' data-rewardful='0ff37d'></script> <script> window.isTOCenabled = true; </script> </head> <body class="home-template post-template tag-customer-segmentation tag-articles"> <div class="modal-overlay"></div> <div class="site-wrapper"> <div class="inner nav-wrapper"> <div class="site-header-content"> <a href="/"> <div class="site-title"> <img class="site-logo" src="/content/images/size/w600/2024/07/CSC-FULL-LOGO-SECONDARY--ON-WHITE-.png" alt="Customer Success Collective" /> </div> </a> </div> <nav class="site-nav"> <div class="site-nav-left"> <div class="nav-login"> <a class="button primary small" href="/signin/">Log in</a> <a class="button primary small button-green" href="/signup/">Membership</a> </div> <div class="nav-icons" data-ghost-search> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z"/></svg> </div>  <div class="modular-navigation"></div> <div class="nav-icons nav-mobile-modular"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 448 512"><path d="M16 132h416c8.837 0 16-7.163 16-16V76c0-8.837-7.163-16-16-16H16C7.163 60 0 67.163 0 76v40c0 8.837 7.163 16 16 16zm0 160h416c8.837 0 16-7.163 16-16v-40c0-8.837-7.163-16-16-16H16c-8.837 0-16 7.163-16 16v40c0 8.837 7.163 16 16 16zm0 160h416c8.837 0 16-7.163 16-16v-40c0-8.837-7.163-16-16-16H16c-8.837 0-16 7.163-16 16v40c0 8.837 7.163 16 16 16z"/></svg> </div>  </div> </nav> <script> if (window.topNav) { document.addEventListener('mouseover', (evt) => { let targetElement = evt.target; do { if (targetElement instanceof Element && targetElement.closest('.site-nav-left') || targetElement instanceof Element && targetElement.closest('.modular-navigation') || targetElement instanceof Element && targetElement.classList.contains('modular-navigation-main') || targetElement instanceof Element && targetElement.classList.contains('modular-navigation')) { return; } targetElement = targetElement.parentNode; } while (targetElement); const thisElementChildrenWrapper = document.querySelectorAll('.modular-navigation-item-wrapper'); const selectAllThisElementChildrenWrapperSub = document.querySelectorAll('.modular-navigation-item-sub-wrapper-active'); if (!document.querySelector('.modular-navigation-item-wrapper-active')) return; for (let i = 0; i < thisElementChildrenWrapper.length; i++) { thisElementChildrenWrapper[i].classList.remove('modular-navigation-item-wrapper-active'); setTimeout(() => { thisElementChildrenWrapper[i].style.display = 'none'; for (let c = 0; c < selectAllThisElementChildrenWrapperSub.length; c++) { selectAllThisElementChildrenWrapperSub[c].classList.remove('modular-navigation-item-sub-wrapper-active'); selectAllThisElementChildrenWrapperSub[c].style.display = 'none'; } }, 10); } const thisElementChildrenWrapperThird = document.querySelectorAll('.modular-navigation-item-sub-third-wrapper'); const selectAllThisElementChildrenWrapperSubThird = document.querySelectorAll('.modular-navigation-item-sub-third-wrapper-active'); for (let i = 0; i < thisElementChildrenWrapperThird.length; i++) { thisElementChildrenWrapperThird[i].classList.remove('modular-navigation-item-sub-third-wrapper-active'); setTimeout(() => { thisElementChildrenWrapperThird[i].style.display = 'none'; for (let c = 0; c < selectAllThisElementChildrenWrapperSubThird.length; c++) { selectAllThisElementChildrenWrapperSubThird[c].classList.remove('modular-navigation-item-sub-third-wrapper-active'); selectAllThisElementChildrenWrapperSubThird[c].style.display = 'none'; } }, 10); } }); const getModularNavigation = document.querySelector('.modular-navigation'); function modularNavHandleOnClik(event) { const thisElement = event.target; const thisElementParent = thisElement.parentNode; const thisElementChildrenWrapper = thisElementParent.querySelector('.modular-navigation-item-wrapper'); const selectAllThisElementChildrenWrapperSub = document.querySelectorAll('.modular-navigation-item-sub-wrapper-active'); if (thisElementChildrenWrapper.classList.contains('modular-navigation-item-wrapper-active')) { thisElementChildrenWrapper.classList.remove('modular-navigation-item-wrapper-active'); setTimeout(() => { thisElementChildrenWrapper.style.display = 'none'; for (let c = 0; c < selectAllThisElementChildrenWrapperSub.length; c++) { selectAllThisElementChildrenWrapperSub[c].classList.remove('modular-navigation-item-sub-wrapper-active'); selectAllThisElementChildrenWrapperSub[c].style.display = 'none'; } }, 310); return; } const selectAllThisElementChildrenWrapper = document.querySelectorAll('.modular-navigation-item-wrapper'); for (let i = 0; i < selectAllThisElementChildrenWrapper.length; i++) { if (selectAllThisElementChildrenWrapper[i].classList.contains('modular-navigation-item-wrapper-active')) { selectAllThisElementChildrenWrapper[i].classList.remove('modular-navigation-item-wrapper-active'); setTimeout(() => { selectAllThisElementChildrenWrapper[i].style.display = 'none'; for (let c = 0; c < selectAllThisElementChildrenWrapperSub.length; c++) { selectAllThisElementChildrenWrapperSub[c].classList.remove('modular-navigation-item-sub-wrapper-active'); selectAllThisElementChildrenWrapperSub[c].style.display = 'none'; } }, 310); } } setTimeout(() => { thisElementChildrenWrapper.style.display = 'flex'; setTimeout(() => { thisElementChildrenWrapper.classList.add('modular-navigation-item-wrapper-active'); }, 1); }, 10); } function modularNavHandleOnClikSub(event) { const thisElement = event.target; const thisElementParent = thisElement.classList.contains('modular-navigation-item') ? thisElement : thisElement.parentNode; const thisElementChildrenWrapper = thisElementParent.querySelector('.modular-navigation-item-sub-wrapper'); if (thisElementChildrenWrapper) { if (thisElementChildrenWrapper.classList.contains('modular-navigation-item-sub-wrapper-active')) { thisElementChildrenWrapper.classList.remove('modular-navigation-item-sub-wrapper-active'); setTimeout(() => { thisElementChildrenWrapper.style.display = 'none'; }, 310); return; } const selectAllThisElementChildrenWrapper = document.querySelectorAll('.modular-navigation-item-sub-wrapper'); for (let i = 0; i < selectAllThisElementChildrenWrapper.length; i++) { if (selectAllThisElementChildrenWrapper[i].classList.contains('modular-navigation-item-sub-wrapper-active')) { selectAllThisElementChildrenWrapper[i].classList.remove('modular-navigation-item-sub-wrapper-active'); setTimeout(() => { selectAllThisElementChildrenWrapper[i].style.display = 'none'; }, 310); } } setTimeout(() => { thisElementChildrenWrapper.style.display = 'flex'; setTimeout(() => { thisElementChildrenWrapper.classList.add('modular-navigation-item-sub-wrapper-active'); }, 1); }, 10); } const selectAllThisElementChildrenWrapper = document.querySelectorAll('.modular-navigation-item-sub-third-wrapper'); for (let i = 0; i < selectAllThisElementChildrenWrapper.length; i++) { if (selectAllThisElementChildrenWrapper[i].classList.contains('modular-navigation-item-sub-third-wrapper-active')) { selectAllThisElementChildrenWrapper[i].classList.remove('modular-navigation-item-sub-third-wrapper-active'); setTimeout(() => { selectAllThisElementChildrenWrapper[i].style.display = 'none'; }, 310); } } } function modularNavHandleOnClikSubThird(event) { const thisElement = event.target; const thisElementParent = thisElement.classList.contains('modular-navigation-item') ? thisElement : thisElement.parentNode; const thisElementChildrenWrapper = thisElementParent.querySelector('.modular-navigation-item-sub-third-wrapper'); if (thisElementChildrenWrapper) { if (thisElementChildrenWrapper.classList.contains('modular-navigation-item-sub-third-wrapper-active')) { thisElementChildrenWrapper.classList.remove('modular-navigation-item-sub-third-wrapper-active'); setTimeout(() => { thisElementChildrenWrapper.style.display = 'none'; }, 310); return; } const selectAllThisElementChildrenWrapper = document.querySelectorAll('.modular-navigation-item-sub-third-wrapper'); for (let i = 0; i < selectAllThisElementChildrenWrapper.length; i++) { if (selectAllThisElementChildrenWrapper[i].classList.contains('modular-navigation-item-sub-third-wrapper-active')) { selectAllThisElementChildrenWrapper[i].classList.remove('modular-navigation-item-sub-third-wrapper-active'); setTimeout(() => { selectAllThisElementChildrenWrapper[i].style.display = 'none'; }, 310); } } setTimeout(() => { thisElementChildrenWrapper.style.display = 'flex'; setTimeout(() => { thisElementChildrenWrapper.classList.add('modular-navigation-item-sub-third-wrapper-active'); }, 1); }, 10); } } for (let i = 0; i < topNav.length; i++) { const thisModNav = topNav[i]; const thisModNavWrapper= document.createElement('div'); thisModNavWrapper.classList.add('modular-navigation-wrapper'); if (thisModNav.itemList) { const thisModNavMain = document.createElement('div'); thisModNavMain.classList.add('modular-navigation-main'); thisModNavMain.classList.add('modular-navigation-main-width-list'); if (thisModNav.class) thisModNavMain.classList.add(thisModNav.class); thisModNavMain.textContent = thisModNav.name ? thisModNav.name : ''; thisModNavWrapper.appendChild(thisModNavMain); thisModNavMain.addEventListener('mouseenter', modularNavHandleOnClik); const thisModItemWrapper = document.createElement('div'); thisModItemWrapper.classList.add('modular-navigation-item-wrapper'); for (var b = 0; b < thisModNav.itemList.length; b++) { const thisModItem = thisModNav.itemList[b]; if (thisModItem.itemList) { } if (!thisModItem.url && !thisModItem.itemList) continue; const thisModNavItem = thisModItem.itemList ? document.createElement('div') : document.createElement('a'); thisModNavItem.classList.add('modular-navigation-item'); thisModNavItem.classList.add('modular-navigation-item-list-wrapper'); if (thisModItem.class) thisModNavItem.classList.add(thisModItem.class); if (thisModItem.url) thisModNavItem.setAttribute('href', thisModItem.url); if (thisModItem.target) thisModNavItem.setAttribute('target', thisModItem.target); const thisModNavHtext = document.createElement('h5'); thisModNavHtext.textContent = thisModItem.name ? thisModItem.name : ''; thisModNavItem.appendChild(thisModNavHtext); if (thisModItem.desc) { const thisModNavPtext = document.createElement('p'); thisModNavPtext.textContent = thisModItem.desc; thisModNavItem.appendChild(thisModNavPtext); } if (thisModItem.itemList) { const thisModNavItemSubWrapper = document.createElement('div'); thisModNavItemSubWrapper.classList.add('modular-navigation-item-sub-wrapper'); for (let d = 0; d < thisModItem.itemList.length; d++) { const thisModItemSub = thisModItem.itemList[d]; const thisModNavItemSub = thisModItemSub.itemList ? document.createElement('div') : document.createElement('a'); thisModNavItemSub.classList.add('modular-navigation-item-third'); thisModNavItemSub.classList.add('modular-navigation-item'); if (thisModItemSub.class) thisModNavItemSub.classList.add(thisModItemSub.class); if (thisModItemSub.url) thisModNavItemSub.setAttribute('href', thisModItemSub.url); if (thisModItemSub.target) thisModNavItemSub.setAttribute('target', thisModItemSub.target); const thisModNavHtext = document.createElement('h6'); thisModNavHtext.textContent = thisModItemSub.name ? thisModItemSub.name : ''; thisModNavItemSub.appendChild(thisModNavHtext); if (thisModItemSub.desc) { const thisModNavPtext = document.createElement('p'); thisModNavPtext.textContent = thisModItemSub.desc; thisModNavItemSub.appendChild(thisModNavPtext); } thisModNavItemSubWrapper.appendChild(thisModNavItemSub); } thisModNavItem.appendChild(thisModNavItemSubWrapper); } thisModItemWrapper.appendChild(thisModNavItem); } thisModNavWrapper.appendChild(thisModItemWrapper); } else { const thisModNavMain = document.createElement('a'); thisModNavMain.classList.add('modular-navigation-main'); if (thisModNav.class) thisModNavMain.classList.add(thisModNav.class); thisModNavMain.setAttribute('href', thisModNav.url); if (thisModNav.target) thisModNavMain.setAttribute('target', thisModNav.target); thisModNavMain.textContent = thisModNav.name ? thisModNav.name : ''; thisModNavWrapper.appendChild(thisModNavMain); } getModularNavigation.appendChild(thisModNavWrapper); } const getModularNavMobile = document.querySelector('.nav-mobile-modular'); const thisModNavClose = document.createElement('div'); thisModNavClose.classList.add('modular-navigation-close'); thisModNavClose.innerHTML = '<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 448 512"><path d="M16 132h416c8.837 0 16-7.163 16-16V76c0-8.837-7.163-16-16-16H16C7.163 60 0 67.163 0 76v40c0 8.837 7.163 16 16 16zm0 160h416c8.837 0 16-7.163 16-16v-40c0-8.837-7.163-16-16-16H16c-8.837 0-16 7.163-16 16v40c0 8.837 7.163 16 16 16zm0 160h416c8.837 0 16-7.163 16-16v-40c0-8.837-7.163-16-16-16H16c-8.837 0-16 7.163-16 16v40c0 8.837 7.163 16 16 16z"/></svg>'; getModularNavigation.appendChild(thisModNavClose); thisModNavClose.addEventListener('click', function() { getModularNavigation.classList.remove('modular-navigation-visible'); }); getModularNavMobile.addEventListener('click', function() { getModularNavigation.classList.add('modular-navigation-visible'); }); } if (document.querySelector('.nav-jobs a')) document.querySelector('.nav-jobs a').setAttribute('target', '_blank'); if (document.querySelector('.nav-pmm-q-a a')) document.querySelector('.nav-pmm-q-a a').setAttribute('target', '_blank'); </script> </div> <div class="search-results"> <div class="search-results-close"> x close </div> <div id="search-field-wrapper"> <form> <input id="search-field" class="st-default-search-input" placeholder="Start typing..."/> </form> </div> <div id="results" class="st-search-container">Nothing to display...</div> <div class="search-tags"> <div class="search-tags-view">or view by:</div> <a href="/tag/customer-retention/">Customer retention</a> <a href="/tag/customer-success-metrics">Customer success metrics</a> <a href="/tag/customer-success-strategies">Customer success strategies</a> <a href="/tag/churn-rate">Churn rate</a> <a href="/tag/customer-marketing/">Customer marketing</a> <a href="/tag/scaling-customer-success/">Scaling customer success</a> </div> </div> <div class="social-links social-links-fixed"> <a href="https://www.linkedin.com/company/customersuccesscollective/" target="_blank"><?xml version="1.0" encoding="utf-8"?>  <svg version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewBox="0 0 20 20" style="enable-background:new 0 0 20 20;" xml:space="preserve"> <g> <g> <path class="st0" d="M18.5,0h-17C0.7,0,0,0.6,0,1.4v17.1C0,19.4,0.7,20,1.5,20h17c0.8,0,1.5-0.6,1.5-1.4V1.4C20,0.6,19.3,0,18.5,0 z M5.9,17H3V7.5h3V17z M4.4,6.2c-1,0-1.7-0.8-1.7-1.7c0-0.9,0.8-1.7,1.7-1.7c0.9,0,1.7,0.8,1.7,1.7C6.2,5.4,5.4,6.2,4.4,6.2z M17,17h-3v-4.6c0-1.1,0-2.5-1.5-2.5c-1.5,0-1.8,1.2-1.8,2.5V17h-3V7.5h2.8v1.3h0c0.4-0.8,1.4-1.5,2.8-1.5c3,0,3.6,2,3.6,4.5V17z" /> </g> </g> </svg> </a> <a href="https://twitter.com/_cscollective" target="_blank"><?xml version="1.0" encoding="iso-8859-1"?> <svg viewBox="0 0 24 24" aria-hidden="true" class="r-18jsvk2 r-4qtqp9 r-yyyyoo r-16y2uox r-8kz0gk r-dnmrzs r-bnwqim r-1plcrui r-lrvibr r-lrsllp"> <g> <path d="M18.244 2.25h3.308l-7.227 8.26 8.502 11.24H16.17l-5.214-6.817L4.99 21.75H1.68l7.73-8.835L1.254 2.25H8.08l4.713 6.231zm-1.161 17.52h1.833L7.084 4.126H5.117z"> </path> </g> </svg></a> <a href="https://www.facebook.com/customersuccesscollective"><?xml version="1.0" encoding="iso-8859-1"?>  <svg version="1.1" id="Capa_1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewBox="0 0 10.385 20" style="enable-background:new 0 0 10.385 20;" xml:space="preserve"> <g> <path id="f_1_" d="M6.742,20v-9.122h3.061l0.459-3.556h-3.52v-2.27c0-1.029,0.285-1.731,1.762-1.731 l1.882-0.001V0.139C10.06,0.097,8.943,0,7.643,0C4.928,0,3.07,1.657,3.07,4.699v2.622H0v3.556h3.07V20H6.742z"/> </g> </svg> </a> <a href="https://www.tiktok.com/@cs_collective?lang=en"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="currentColor" class="bi bi-tiktok" viewBox="0 0 16 16"> <path d="M9 0h1.98c.144.715.54 1.617 1.235 2.512C12.895 3.389 13.797 4 15 4v2c-1.753 0-3.07-.814-4-1.829V11a5 5 0 1 1-5-5v2a3 3 0 1 0 3 3z"/> </svg></a> <a href="https://www.youtube.com/@customersuccesscollective"> <svg id="Layer_1" data-name="Layer 1" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 176 124"><defs><style>.cls-1{fill:#fff;}</style></defs><path class="cls-1" d="M180.32,53.36A22.12,22.12,0,0,0,164.76,37.7C151,34,96,34,96,34s-55,0-68.76,3.7A22.12,22.12,0,0,0,11.68,53.36C8,67.18,8,96,8,96s0,28.82,3.68,42.64A22.12,22.12,0,0,0,27.24,154.3C41,158,96,158,96,158s55,0,68.76-3.7a22.12,22.12,0,0,0,15.56-15.66C184,124.82,184,96,184,96S184,67.18,180.32,53.36ZM78,122.17V69.83L124,96Z" transform="translate(-8 -34)"/></svg> </a> <a href="https://customersuccesscollective.com/customer-success-community/"><svg fill="#fff" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 80 80" width="20px" height="160px"><path d="M 27 7 C 26.449 7 26 7.449 26 8 C 26 8.551 26.449 9 27 9 C 27.551 9 28 8.551 28 8 C 28 7.449 27.551 7 27 7 z M 40 7 C 35.592874 7 32 10.592874 32 15 C 32 17.935513 33.631447 20.452449 36 21.841797 L 36 25 C 36 26.37066 36.94553 27.528978 38.210938 27.880859 C 38.537126 28.542191 39.212398 29 40 29 C 40.787602 29 41.462874 28.542191 41.789062 27.880859 C 43.05447 27.528978 44 26.37066 44 25 L 44 21.841797 C 46.088277 20.616853 47.531146 18.502112 47.853516 16 L 48 16 L 48 15 C 48 10.592874 44.407126 7 40 7 z M 53 7 C 52.449 7 52 7.449 52 8 C 52 8.551 52.449 9 53 9 C 53.551 9 54 8.551 54 8 C 54 7.449 53.551 7 53 7 z M 30 9 C 29.449 9 29 9.449 29 10 C 29 10.551 29.449 11 30 11 C 30.551 11 31 10.551 31 10 C 31 9.449 30.551 9 30 9 z M 40 9 C 43.326874 9 46 11.673126 46 15 C 46 17.397701 44.596351 19.449486 42.570312 20.414062 L 42 20.683594 L 42 22 L 40 22 L 40 24 L 42 24 L 42 25 C 42 25.56503 41.56503 26 41 26 L 39 26 C 38.43497 26 38 25.56503 38 25 L 38 20.683594 L 37.429688 20.414062 C 35.403649 19.449488 34 17.397701 34 15 C 34 11.673126 36.673126 9 40 9 z M 50 9 C 49.449 9 49 9.449 49 10 C 49 10.551 49.449 11 50 11 C 50.551 11 51 10.551 51 10 C 51 9.449 50.551 9 50 9 z M 25 14 C 24.449 14 24 14.449 24 15 C 24 15.551 24.449 16 25 16 C 25.551 16 26 15.551 26 15 C 26 14.449 25.551 14 25 14 z M 29 14 C 28.449 14 28 14.449 28 15 C 28 15.551 28.449 16 29 16 C 29.551 16 30 15.551 30 15 C 30 14.449 29.551 14 29 14 z M 51 14 C 50.449 14 50 14.449 50 15 C 50 15.551 50.449 16 51 16 C 51.551 16 52 15.551 52 15 C 52 14.449 51.551 14 51 14 z M 55 14 C 54.449 14 54 14.449 54 15 C 54 15.551 54.449 16 55 16 C 55.551 16 56 15.551 56 15 C 56 14.449 55.551 14 55 14 z M 30 19 C 29.449 19 29 19.449 29 20 C 29 20.551 29.449 21 30 21 C 30.551 21 31 20.551 31 20 C 31 19.449 30.551 19 30 19 z M 50 19 C 49.449 19 49 19.449 49 20 C 49 20.551 49.449 21 50 21 C 50.551 21 51 20.551 51 20 C 51 19.449 50.551 19 50 19 z M 27 21 C 26.449 21 26 21.449 26 22 C 26 22.551 26.449 23 27 23 C 27.551 23 28 22.551 28 22 C 28 21.449 27.551 21 27 21 z M 53 21 C 52.449 21 52 21.449 52 22 C 52 22.551 52.449 23 53 23 C 53.551 23 54 22.551 54 22 C 54 21.449 53.551 21 53 21 z M 18 28 C 13.592874 28 10 31.592874 10 36 C 10 40.407126 13.592874 44 18 44 C 22.407126 44 26 40.407126 26 36 L 26 35 L 25.796875 35 C 25.282076 31.084164 22.052768 28 18 28 z M 62 28 C 57.592874 28 54 31.592874 54 36 C 54 40.407126 57.592874 44 62 44 C 62.275445 44 62.548001 43.986375 62.816406 43.958984 C 64.695246 43.767248 66.384373 42.920314 67.652344 41.652344 C 69.101453 40.203235 70 38.203563 70 36 L 70 35 L 69.796875 35 C 69.282076 31.084164 66.052768 28 62 28 z M 18 30 C 21.326874 30 24 32.673126 24 36 C 24 39.326874 21.326874 42 18 42 C 14.673126 42 12 39.326874 12 36 C 12 32.673126 14.673126 30 18 30 z M 62 30 C 65.326874 30 68 32.673126 68 36 C 68 39.326874 65.326874 42 62 42 C 58.673126 42 56 39.326874 56 36 C 56 35.79207 56.010859 35.587095 56.03125 35.384766 C 56.337112 32.349828 58.881056 30 62 30 z M 40 35 C 35.041484 35 31 39.041484 31 44 C 31 48.958516 35.041484 53 40 53 C 44.958516 53 49 48.958516 49 44 L 49 43 L 48.796875 43 C 48.275261 38.532432 44.604108 35 40 35 z M 40 37 C 43.877484 37 47 40.122516 47 44 C 47 47.877484 43.877484 51 40 51 C 36.122516 51 33 47.877484 33 44 C 33 40.122516 36.122516 37 40 37 z M 18 46 C 10.306206 46 4 52.306206 4 60 L 4 64 L 26.269531 64 C 25.457834 65.84109 25 67.868987 25 70 L 25 74 L 55 74 L 55 71 L 55 70 C 55 67.868987 54.542166 65.84109 53.730469 64 L 76 64 L 76 60 C 76 52.306206 69.693794 46 62 46 C 55.158556 46 49.446319 50.988522 48.257812 57.503906 C 45.884282 55.926028 43.045242 55 40 55 C 36.954758 55 34.115718 55.926028 31.742188 57.503906 C 30.553681 50.988522 24.841444 46 18 46 z M 18 48 C 24.245162 48 29.37815 52.832416 29.921875 58.941406 C 28.934708 59.842395 28.067924 60.868215 27.347656 62 L 6 62 L 6 60 C 6 53.397794 11.397794 48 18 48 z M 62 48 C 68.602206 48 74 53.397794 74 60 L 74 62 L 52.652344 62 C 51.932076 60.868215 51.065292 59.842395 50.078125 58.941406 C 50.62185 52.832416 55.754838 48 62 48 z M 40 57 C 47.153388 57 53 62.846612 53 70 L 53 72 L 27 72 L 27 70 C 27 62.846612 32.846612 57 40 57 z M 8 58 C 7.449 58 7 58.449 7 59 C 7 59.551 7.449 60 8 60 C 8.551 60 9 59.551 9 59 C 9 58.449 8.551 58 8 58 z M 12 58 C 11.449 58 11 58.449 11 59 C 11 59.551 11.449 60 12 60 C 12.551 60 13 59.551 13 59 C 13 58.449 12.551 58 12 58 z M 16 58 C 15.449 58 15 58.449 15 59 C 15 59.551 15.449 60 16 60 C 16.551 60 17 59.551 17 59 C 17 58.449 16.551 58 16 58 z M 20 58 C 19.449 58 19 58.449 19 59 C 19 59.551 19.449 60 20 60 C 20.551 60 21 59.551 21 59 C 21 58.449 20.551 58 20 58 z M 24 58 C 23.449 58 23 58.449 23 59 C 23 59.551 23.449 60 24 60 C 24.551 60 25 59.551 25 59 C 25 58.449 24.551 58 24 58 z M 28 58 C 27.449 58 27 58.449 27 59 C 27 59.551 27.449 60 28 60 C 28.551 60 29 59.551 29 59 C 29 58.449 28.551 58 28 58 z M 52 58 C 51.449 58 51 58.449 51 59 C 51 59.551 51.449 60 52 60 C 52.551 60 53 59.551 53 59 C 53 58.449 52.551 58 52 58 z M 56 58 C 55.449 58 55 58.449 55 59 C 55 59.551 55.449 60 56 60 C 56.551 60 57 59.551 57 59 C 57 58.449 56.551 58 56 58 z M 60 58 C 59.449 58 59 58.449 59 59 C 59 59.551 59.449 60 60 60 C 60.551 60 61 59.551 61 59 C 61 58.449 60.551 58 60 58 z M 64 58 C 63.449 58 63 58.449 63 59 C 63 59.551 63.449 60 64 60 C 64.551 60 65 59.551 65 59 C 65 58.449 64.551 58 64 58 z M 68 58 C 67.449 58 67 58.449 67 59 C 67 59.551 67.449 60 68 60 C 68.551 60 69 59.551 69 59 C 69 58.449 68.551 58 68 58 z M 72 58 C 71.449 58 71 58.449 71 59 C 71 59.551 71.449 60 72 60 C 72.551 60 73 59.551 73 59 C 73 58.449 72.551 58 72 58 z M 30 68 C 29.449 68 29 68.449 29 69 C 29 69.551 29.449 70 30 70 C 30.551 70 31 69.551 31 69 C 31 68.449 30.551 68 30 68 z M 34 68 C 33.449 68 33 68.449 33 69 C 33 69.551 33.449 70 34 70 C 34.551 70 35 69.551 35 69 C 35 68.449 34.551 68 34 68 z M 38 68 C 37.449 68 37 68.449 37 69 C 37 69.551 37.449 70 38 70 C 38.551 70 39 69.551 39 69 C 39 68.449 38.551 68 38 68 z M 42 68 C 41.449 68 41 68.449 41 69 C 41 69.551 41.449 70 42 70 C 42.551 70 43 69.551 43 69 C 43 68.449 42.551 68 42 68 z M 46 68 C 45.449 68 45 68.449 45 69 C 45 69.551 45.449 70 46 70 C 46.551 70 47 69.551 47 69 C 47 68.449 46.551 68 46 68 z M 50 68 C 49.449 68 49 68.449 49 69 C 49 69.551 49.449 70 50 70 C 50.551 70 51 69.551 51 69 C 51 68.449 50.551 68 50 68 z"/></svg> </a> <a href="https://feedly.com/i/subscription/feed/https://customersuccesscollective.com/rss/ " title="RSS" target="_blank" rel="noopener"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"><circle cx="6.18" cy="17.82" r="2.18"/><path d="M4 4.44v2.83c7.03 0 12.73 5.7 12.73 12.73h2.83c0-8.59-6.97-15.56-15.56-15.56zm0 5.66v2.83c3.9 0 7.07 3.17 7.07 7.07h2.83c0-5.47-4.43-9.9-9.9-9.9z"/></svg> </a> </div> <link rel="stylesheet" type="text/css" href="https://www.customersuccesscollective.com/assets/css/style.css?v=dcebed8c7b" /> <link rel="stylesheet" type="text/css" href="https://www.customersuccesscollective.com/assets/css/new-design.css?v=dcebed8c7b" /> <script> if (window.gtag && gtag) { gtag('event', 'Ghost Posts Views', { 'event_label': "the-ultimate-framework-for-segmenting-your-customers", 'event_category': "Customer segmentation" }); } </script> <main id="site-main" class="site-main outer"> <script> let hasInternalTag = false; let internalTagInhouse = []; let internalTagSponsor = []; let topicMicrosite = false; let hasClientTag = false; let topicMicrositeName = ""; let topicMicrositeSlug = ""; const primaryTagName = `Customer segmentation`; const primaryTagSlug = `customer-segmentation`; window.googletag = window.googletag || {cmd: []}; googletag.cmd.push(function() { googletag.defineSlot('/23035269294/post-content-ads', [580, 400], 'div-gpt-ad-1709005345342-0').addService(googletag.pubads()); googletag.pubads().enableSingleRequest(); googletag.pubads().collapseEmptyDivs(); googletag.enableServices(); }); </script> <script> var sponsoredClient = `[Topic] (templates-and-frameworks) <Focus>`; var result = sponsoredClient.match(/\|([^|]+)\|/); if (result && result.length > 1) { var value = result[1]; topicMicrosite = true; topicMicrositeName = `Customer segmentation`; topicMicrositeSlug = `customer-segmentation`; internalTagSponsor.push(value); internalTagInhouse.push(value); } </script> <script> var sponsoredClient = `[Type] {2}`; var result = sponsoredClient.match(/\|([^|]+)\|/); if (result && result.length > 1) { var value = result[1]; topicMicrosite = true; topicMicrositeName = `Articles`; topicMicrositeSlug = `articles`; internalTagSponsor.push(value); internalTagInhouse.push(value); } </script> <script> hasInternalTag = true; window.googletag = window.googletag || {cmd: []}; googletag.cmd.push(function() { googletag.defineSlot('/23035269294/PMA-Sponsor-and-Inhouse/top-banner', [728, 90], 'div-gpt-ad-1708431085995-0').addService(googletag.pubads()); googletag.defineSlot('/23035269294/PMA-Sponsor-and-Inhouse/mobile-top', [300, 100], 'div-gpt-ad-1708431159930-0').addService(googletag.pubads()); googletag.defineSlot('/23035269294/PMA-Sponsor-and-Inhouse/side-banner', [240, 400], 'div-gpt-ad-1708431206267-0').addService(googletag.pubads()); googletag.defineSlot('/23035269294/PMA-Sponsor-and-Inhouse/bottom-banner', [580, 400], 'div-gpt-ad-1708431292086-0').addService(googletag.pubads()); googletag.defineSlot('/23035269294/PMA-Sponsor-and-Inhouse/mobile-bottom', [240, 400], 'div-gpt-ad-1708431360026-0').addService(googletag.pubads()); googletag.pubads().enableSingleRequest(); googletag.pubads().collapseEmptyDivs(); googletag.pubads().setTargeting('Sponsor-Clients', internalTagSponsor).setTargeting('In-house', internalTagInhouse); googletag.enableServices(); }); </script> <div class="post-container"> <div class="post-title"> <div class="post-breadcrumb"> <a href="/content-hub/">Content Hub</a> > <a class="active" href="/content-hub?filter=customer-segmentation"> Customer segmentation </a> </div> <h1>The ultimate framework for segmenting your customers</h1> <span class="post-full-title hidden">The ultimate framework for segmenting your customers</span> </div> <div class="post-tag-section"> <div class="post-tags"> <a class="post-tag-item" tag-slug="articles" href="/content-hub?filter=articles"> Articles </a> </div> </div> <div class="post-other-info"> <div class="post-authors"> <a href="/author/grace/"> <div data-tooltip="Grace is our Copywriter here at CSC and loves getting her teeth stuck into anything content-related. The en dash is the queen of punctuation and this is a hill she's willing to die on." class="post-author tooltip-trigger-author"> <div data-tooltip="Grace is our Copywriter here at CSC and loves getting her teeth stuck into anything content-related. The en dash is the queen of punctuation and this is a hill she's willing to die on." style="background-image: url(https://www.customersuccesscollective.com/content/images/2021/06/IMG_20210524_114526.jpg)" class="author-image tooltip-trigger"> </div> <div class="author-details"> <span data-tooltip="Grace is our Copywriter here at CSC and loves getting her teeth stuck into anything content-related. The en dash is the queen of punctuation and this is a hill she's willing to die on." class="author-name tooltip-trigger">Grace Gupta</span> </div> </div> </a> </div> <div class="date-time-read"> <span class="post-datetime">April 04, 2023</span> <img src="/assets/img/asterisk-sm.svg" /> <span> 9 min read </span> </div> </div> <a href="#" id="getCopyBtn" class="hidden"> Get a copy</a> <div class="post-content-container"> <div class="left-sidebar"> <div class="sticky-container"> <a href="https://www.linkedin.com/company/customersuccesscollective" class="follow-us-on-linkedin"> <img src="https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/linkedin-white.svg"/>Follow us on LinkedIn</a> <span class="left-sidebar-overview"> Contents </span> <aside class="toc-container"> <div class="toc"></div> </aside> </div> </div> <div class="post-content"> <p><strong>Customer segmentation</strong> is a crucial part of any business strategy, be it used in marketing, <a href="https://www.customersuccesscollective.com/what-is-customer-success/">customer success</a>, sales, or product teams. </p><p>It’s the difference between a customer staying put or leaving due to not experiencing product or brand value due to the “spray and pray” approach – unfocused communication or marketing that provides irrelevant information to many segments, or personas <em>en masse</em>. </p><p>No one ever wants to feel like they’re being sold to or marketed by a company at the best of times, especially when the company is pushing a product or service completely irrelevant to their own needs.</p><p>By dividing customers into distinct groups based on shared characteristics, customer success teams can further understand the unique needs and preferences of different customer segments, enabling them to create personalized experiences that drive customer satisfaction and <a href="https://www.customersuccesscollective.com/customer-retention/">retention</a>, improve customer experiences, and ultimately <a href="https://www.customersuccesscollective.com/building-a-company-culture-that-drives-revenue-growth/">drive growth</a>. </p><p>According to a study undertaken by <a href="https://cxtrends.zendesk.com/gb?ref=customersuccesscollective.com">Zendesk</a>, <strong>90% </strong>of consumers will spend more with companies that personalize the service they offer them. The question remains: why aren’t you segmenting your customers?</p><p>In this article, we'll explore the basics of customer segmentation, specifically:</p><ul><li>The different types of customer segmentation</li><li>How to create a customer segmentation framework</li><li>10 practical examples of how customer success can use segmentation </li></ul><p>Let’s begin!</p><h2 id="the-different-types-of-customer-segmentation">The different types of customer segmentation</h2><p>The first step in creating a <a href="https://www.customersuccesscollective.com/the-ultimate-guide-to-customer-segmentation/">customer segmentation strategy</a> is to segment your customers based on different criteria. There are several different types of customer segments that businesses can use to develop more targeted CS campaigns. Here are some examples:</p><h3 id="demographic-customer-segmentation">Demographic customer segmentation</h3><p>Demographic segmentation is one of the most basic and commonly-used types of segmentation. But how does it work? Well, it involves dividing customers into groups based on demographic factors such as age, gender, income level, education, occupation, industry, and ARR.</p><p>This type of segmentation can help businesses tailor their products or services to meet the unique needs and preferences of different demographic groups. </p><p>An example would be if you wanted to implement a <a href="https://www.customersuccesscollective.com/the-ultimate-guide-to-high-touch-and-low-touch-engagement-models/">high-touch engagement model</a> for all your customers with an ARR of over $100M. You would want to make sure they all had a human-first approach to onboarding and communication to feel special and attended. Whereas a lower value account with an ARR of less than $2M might not need as much attention and could safely have a higher tech approach, AKA low-touch. </p><p>In another example, a company offering L&D courses may want to send out an email about the marketing function to those who have a marketing job title. Rather than waste that insightful, targeted and relevant email on a barista or a scientist, it’d be less of a wasted effort if the CSM targeted all customers in marketing roles. </p><p>You can use the customer data stored within your CRM and select the customers in a particular industry, and send the same email to them.</p><figure class="kg-card kg-bookmark-card"><a class="kg-bookmark-container" href="https://www.customersuccesscollective.com/the-ultimate-guide-to-high-touch-and-low-touch-engagement-models/"><div class="kg-bookmark-content"><div class="kg-bookmark-title">Your guide to high-touch and low-touch engagement models</div><div class="kg-bookmark-description">As a CSM, figuring out the best way to interact with customers can be a challenge. You don’t want to bombard them with emails or product updates, nor do you want to leave them in the lurch. This is where high-touch and low-touch engagement models come into play.</div><div class="kg-bookmark-metadata"><img class="kg-bookmark-icon" src="https://www.customersuccesscollective.com/content/images/size/w256h256/2023/05/Customer_Success_Collective-Icon.png" alt=""><span class="kg-bookmark-author">Customer Success Collective</span><span class="kg-bookmark-publisher">Grace Gupta</span></div></div><div class="kg-bookmark-thumbnail"><img src="https://www.customersuccesscollective.com/content/images/2021/09/photo-1583404375551-f0266321a08c.jpeg" alt="" onerror="this.style.display = 'none'"></div></a></figure><h3 id="behavioral-customer-segmentation">Behavioral customer segmentation</h3><p>Behavioral segmentation involves dividing customers into groups based on their behavior, such as purchase history and engagement with your brand. This type of segmentation is particularly useful in identifying the most valuable customers, understanding their preferences, and predicting their future behavior.</p><p>Behavioral segmentation can also be used in <a href="https://www.customersuccesscollective.com/swapping-last-minute-churn-mitigation-for-proactive-risk-identification/">churn mitigation</a> by helping businesses identify which customers are most likely to <a href="https://www.customersuccesscollective.com/customer-churn">churn</a>, allowing them time to develop targeted retention strategies to retain them. For example, if a customer hasn't purchased something in a while, a business can offer them a discount or other incentive to encourage them to make a purchase.</p><p>A common type of behavioral segmentation is based on customers' engagement levels. This involves grouping customers based on their level of interaction with a brand, such as the frequency of website visits, social media engagement, or email open rates.</p><p>You can also segment based on product usage, which involves grouping customers based on how they use a brand's products or services. This can include the features they use most frequently, the times of day they use them, or other usage patterns that can inform how customer success teams provide support.</p><figure class="kg-card kg-bookmark-card"><a class="kg-bookmark-container" href="https://www.customersuccesscollective.com/customer-segmentation-template-framework/"><div class="kg-bookmark-content"><div class="kg-bookmark-title">Customer segmentation template</div><div class="kg-bookmark-description">A tool designed to help businesses categorize their audience into distinct groups based on shared characteristics.</div><div class="kg-bookmark-metadata"><img class="kg-bookmark-icon" src="https://www.customersuccesscollective.com/content/images/icon/android-chrome-192x192-32.png" alt=""><span class="kg-bookmark-author">Customer Success Collective</span><span class="kg-bookmark-publisher">Hannah Wesson</span></div></div><div class="kg-bookmark-thumbnail"><img src="https://www.customersuccesscollective.com/content/images/thumbnail/Customer-segmentation-template-1.png" alt="" onerror="this.style.display = 'none'"></div></a></figure><h3 id="psychographic-customer-segmentation">Psychographic customer segmentation</h3><p>Psychographic segmentation involves dividing customers into groups based on their likes, dislikes, beliefs, attitudes and values. This type of segmentation is particularly useful in understanding customers' motivations and preferences, which can be used to help the customer realize product value.</p><p>Segmenting customers psychographically can help businesses create personalized experiences that resonate with their customers' values and interests. For example, a subscription-based travel company like Jack’s Flight Club might segment its customers based on their preferred travel styles and destinations, and provide personalized recommendations based on their interests.</p>  <a href="https://www.customersuccesscollective.com/customer-success-community/"> <img src="https://www.customersuccesscollective.com/content/images/size/w1000/2022/07/CSC-slack-ad-1.jpeg"> </a>  <h3 id="geographic-customer-segmentation">Geographic customer segmentation</h3><p>Geographic segmentation involves dividing customers into groups based on their geographic location. This type of segmentation is particularly useful in targeting customers who live in specific regions and tailoring marketing campaigns to meet their unique needs and preferences.</p><p>Geographic segmentation can help businesses identify the most profitable regions and tailor their products or services to meet the unique needs of customers in those regions. </p><p>For instance, customers who live or do business in multiple countries may have unique needs and challenges that require specialized support. If you were sending out an email wishing your customers a happy new year, you’d want to make sure it landed in their inbox at the right time for different customers in different time zones.</p>  <div data-tf-widget="Ed2pSa84" data-tf-opacity="100" data-tf-iframe-props="title=Customer Success Rewind: Vol. 1 eBook" data-tf-transitive-search-params data-tf-medium="snippet" data-tf-hidden="utm_source=,utm_medium=,utm_campaign=,utm_term=,utm_content=" style="width:100%;height:600px;"></div><script src="//embed.typeform.com/next/embed.js"></script>  <h2 id="how-to-create-a-customer-segmentation-framework">How to create a customer segmentation framework</h2><p>Developing a customer segmentation framework is a vital part of any effective marketing strategy. Here are five steps to follow when creating a customer segmentation framework:</p><ol><li><strong>Define your business objectives</strong>: Before you begin the process of developing a customer segmentation framework, it's important to define your business objectives. This will ensure that your segmentation strategy is aligned with your overall business goals.</li><li><strong>Identify segmentation criteria</strong>: The next step is to identify the requirements that you will use to segment your customers. These criteria can include demographic factors like industry, location, and, if an enterprise account, total company revenue, as well as behavioral factors like purchase history and engagement with your brand.</li><li><strong>Collect data</strong>: Once you have identified your segmentation criteria, you will need to collect data from a variety of sources. This can include surveys, customer feedback, and website analytics.</li><li><strong>Analyze your data</strong>: Use analytics tools to analyze your customer data and <a href="https://www.customersuccesscollective.com/what-are-the-best-tools-used-for-customer-segmentation/">identify meaningful customer segments</a>. This can include data visualization, clustering algorithms, and regression analysis.</li><li><strong>Refine and test your segmentation framework</strong>: Once you have identified your customer segments, refine your framework based on feedback from customers and other stakeholders. Test your segmentation strategy to ensure that it delivers the desired results.</li></ol><figure class="kg-card kg-bookmark-card"><a class="kg-bookmark-container" href="https://www.customersuccesscollective.com/the-ultimate-guide-to-customer-segmentation/"><div class="kg-bookmark-content"><div class="kg-bookmark-title">The ultimate guide to customer segmentation</div><div class="kg-bookmark-description">Customer segmentation is a strategy used by businesses that sort and categorize their existing customers by certain characteristics. This strategy has a multitude of benefits, which we’ll be going over in this comprehensive guide.</div><div class="kg-bookmark-metadata"><img class="kg-bookmark-icon" src="https://www.customersuccesscollective.com/content/images/size/w256h256/2023/05/Customer_Success_Collective-Icon.png" alt=""><span class="kg-bookmark-author">Customer Success Collective</span><span class="kg-bookmark-publisher">Eve Chatfield</span></div></div><div class="kg-bookmark-thumbnail"><img src="https://www.customersuccesscollective.com/content/images/2022/07/photo-1518309913525-82928de3a51f.jpeg" alt="" onerror="this.style.display = 'none'"></div></a></figure><h2 id="10-practical-examples-of-customer-segmentation-used-by-customer-success-teams">10 practical examples of customer segmentation used by customer success teams</h2><p>Now that you have a better understanding of customer segmentation and some customer segmentation examples, it’s time to create your own customer segmentation strategy. Here are some steps to follow:</p><p>Implementing a customer segmentation strategy can help a customer success team provide better support and service to their customers. Here are the steps a customer success team can take to implement a successful customer segmentation strategy:</p><h3 id="1-personalized-email-campaigns">1. Personalized email campaigns</h3><p>By using customer behavioral and demographic segmentation, companies can create personalized email campaigns that target specific groups of customers with relevant content. </p><p>For example, a skincare subscription company like Skin and Me can segment its customers with acne based on their past purchase history and send its current customers targeted emails with informational blogs on their site that match their skincare preferences. This way the company is producing continual brand value without appearing "sales-y."</p><h3 id="2-customized-product-offerings">2. Customized product offerings</h3><p>Using psychographic segmentation, companies can develop product offerings that appeal to specific customer segments. For example, a cosmetics company could create a line of vegan and cruelty-free products that target customers who’ve previously purchased other environmentally conscious products.</p><h3 id="3-location-based-promotions">3. Location-based promotions</h3><p>By using geographic segmentation, companies can offer location-specific promotions and incentives to customers. For example, a restaurant can send push notifications to customers in the surrounding area with discounts and promotions to drive foot traffic during slower periods.</p><h3 id="4-tailored-customer-service">4. Tailored customer service</h3><p>Using behavioral segmentation, companies can provide tailored customer service to different groups of customers. For example, a telecommunications company can offer technical support through different channels based on the customer's preferred method of communication.</p><h3 id="5-loyalty-programs">5. Loyalty programs</h3><p>Using demographic segmentation, companies can create loyalty programs that cater to specific groups of customers. For example, a pet store could create a loyalty program that offers discounts and special promotions to customers who have pets of a certain breed or age.</p>  <a href="https://www.customersuccesscollective.com/signup/"> <img src="https://www.customersuccesscollective.com/content/images/size/w1000/2022/07/CSC-membership-ad-1.jpeg"> </a>  <h3 id="6-create-personalized-onboarding-experiences">6. Create personalized onboarding experiences</h3><p>Once you have identified the different customer segments, you can create personalized onboarding experiences for each segment. This can include customized training materials, targeted messaging, and a tailored approach to problem-solving.</p><h3 id="7-provide-proactive-support">7. Provide proactive support</h3><p>By understanding the needs and behavior of different customer segments, customer success teams can provide proactive support. For example, if a customer segment tends to encounter similar issues, the team can proactively address those issues before they arise.</p><h3 id="8-offer-relevant-resources-and-content">8. Offer relevant resources and content</h3><p>Based on customer segment data, customer success teams can offer resources and content that are relevant to the particular segment. This can include <a href="https://www.customersuccesscollective.com/articles/">blog posts</a>, white papers, <a href="https://www.customersuccesscollective.com/what-is-a-case-study/">case studies</a>, and <a href="https://www.customersuccesscollective.com/how-customer-success-can-navigate-a-recession-using-video-guides/">how-to guides</a>.</p><h3 id="9-create-targeted-upsell-and-cross-sell-campaigns">9. Create targeted upsell and cross-sell campaigns</h3><p>Customer segmentation data can also be used to create targeted <a href="https://www.customersuccesscollective.com/10-upselling-best-practices-every-csm-needs-to-know/">upsell and cross-sell</a> campaigns. For example, if a customer segment tends to purchase a particular type of product, the team can create campaigns that promote complementary products or services.</p><h3 id="10-gather-feedback-and-conduct-surveys">10. Gather feedback and conduct surveys</h3><p>Customer segmentation data can be used to <a href="https://www.customersuccesscollective.com/your-go-to-guide-on-how-to-obtain-customer-feedback/">gather feedback</a> and conduct surveys to better understand the needs and preferences of each customer segment. This information can then be used to refine the <a href="https://www.customersuccesscollective.com/strategy-templates/">customer success strategy</a> and improve the overall customer experience.</p><div class="kg-card kg-callout-card kg-callout-card-purple"><div class="kg-callout-emoji">💡</div><div class="kg-callout-text"><b><strong style="white-space: pre-wrap;">NB: </strong></b>It's important for customer success teams to continuously iterate on their customer segmentation strategy. As customer needs and preferences change, so too should the communication plan and overall strategy. By constantly reviewing and adjusting the strategy, customer success teams can ensure they are providing the best support and service possible to their customers.</div></div><h2 id="let%E2%80%99s-wrap-up">Let’s wrap up</h2><p>With the right communication plan, training, and <a href="https://www.customersuccesscollective.com/customer-success-metrics">metrics</a> in place, customer success teams can deliver personalized support that drives customer loyalty and business growth. While there are many types of segmentation to choose from, businesses should choose the types of segmentation that are most relevant to their customer base and business goals.</p><p>By using this framework, businesses can provide<strong> more personalized experiences</strong>, enhance customer satisfaction, and ultimately improve customer retention and loyalty. </p><hr><h2 id="want-to-take-your-retention-strategy-to-the-next-level">Want to take your retention strategy to the next level?</h2><p><a href="https://certified.customersuccesscollective.com/p/customer-retention-certified-masters?ref=customersuccesscollective.com"><strong>Customer Retention Certified: Masters</strong></a> is an elite course that will take you on a curiosity voyage.</p><p>You'll learn the theory of customer retention and discover the best metrics to use, as well as get access to industry-leading frameworks and fireside chats with CS leaders. 🔥</p><p>At the end of this course, you'll be able to go back to your team and execute successful customer retention strategies of your own.</p><h3 id="what-you-can-expect-from-customer-retention-certified-masters">What you can expect from Customer Retention Certified: Masters</h3><p>👩🏼‍🏫 5 insightful modules that cover the breadth of CS metrics</p><p>✅ 40+ exam questions sprinkled throughout every module to test your uptake.</p><p>⏰ 3 hours of content, including bonus material, crammed with expert insights.</p><p>🔖 Official certification to boost your resume and grow your career.</p><div class="kg-card kg-button-card kg-align-center"><a href="https://certified.customersuccesscollective.com/p/customer-retention-certified-masters?ref=customersuccesscollective.com" class="kg-btn kg-btn-accent">Get certified</a></div><p></p>  </div> <div class="right-sidebar"> <div class="sticky-container"> <div class="subscribe-container"> <img class="insider-logo" src="/assets/img/insider-subscribe-now-free-csc.svg"/> <img class="success-insider-logo" src="/assets/img/Star.svg"/> <p class="title">Customer success collective insider</p> <p class="success-title">Thank you for subscribing</p> <p class="description">Level up your customer success collective career & network with customer success collective experts.</p> <p class="success-description">An email has been successfully sent to confirm your subscription.</p> <form data-members-form="subscribe"> <input data-members-label type="hidden" value="Early Adopters" /> <input placeholder="Your email address" data-members-email type="email" required="true"/> <button type="submit">Subscribe</button> <p class="error-message">Ops! Something went wrong!</p> </form> </div> <a href="https://www.linkedin.com/company/customersuccesscollective" class="follow-us-on-linkedin"> <img src="https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/linkedin-white.svg"/>Follow us on LinkedIn</a> </div> </div> </div> </div> <div class="tags-mobile"> <span class="tags-title">Tags</span> <div class="post-tags"> <a class="post-tag-item" tag-slug="articles" href="/content-hub?filter=articles"> Articles </a> </div> </div> <section class="resources-section"> <div class="container"> <div class="resources-section__inner"> <div class="resources-header"> <div class="resources-sec__title"> <h2>Related</h2> <span class="text-primary-coral-gradient"> Customer segmentation </span> </div> <a href="/content-hub?filter=customer-segmentation" class="resources-see-all">See all Customer segmentation</a> </div> <aside id="related-content-container" class="read-next"> </aside> </div> </div> </section> </main> <div id="postCard"> <article class="post-card"> <a class="post-card-image-link" href="/the-ultimate-framework-for-segmenting-your-customers/"> <img class="post-card-image" src="/content/images/size/w600/2023/04/photo-1516542203310-499413ef31ec.jpeg" alt="The ultimate framework for segmenting your customers" /> </a> <div class="post-card-content"> <a class="post-card-content-link" href="/the-ultimate-framework-for-segmenting-your-customers/"> <header class="post-card-header"> <span class="post-primary-tag" style="border-color: ; color: ;" >Customer segmentation </span> <span class="post-secondary-tag hidden" style="border-color: #F0AB21; color: #F0AB21;" >Sponsored </span> <h2 class="post-card-title">The ultimate framework for segmenting your customers</h2> </header> </a> <footer class="post-card-meta"> <span class="post-date">April 04, 2023 </span><span class="card_read_time">9 mins</span> </footer> </div> </article> </div> <script> const primaryTag = `customer-segmentation`; const postId = `642bf012561ad6003d667ff7`; let sponsored = ''; </script> <div class="floating-header"> <div class="floating-header-container"> <div class="floating-header-logo"> <a href="https://www.customersuccesscollective.com"> <img src="/content/images/size/w100/2024/07/android-chrome-192x192.png" alt="Customer Success Collective icon" /> </a> </div> <div class="floating-header-title">The ultimate framework for segmenting your customers</div> <div class="floating-header-share"> <span class="share-label">Share:</span> <a target="_blank" href="#" class="linkedin"></a> <a target="_blank" href="#" class="twitter"></a> <a target="_blank" href="#" class="facebook"></a> <a class="copy-link"> <div id="tooltip" class="hidden">Copied!</div> </a> </div> </div> <progress id="reading-progress" class="progress" value="0"> <div class="progress-container"> <span class="progress-bar"></span> </div> </progress> </div> <script> //update linkedin link const linkedinEl = document.querySelector(".linkedin"); linkedinEl.href = `https://www.linkedin.com/shareArticle?url=${window.location.origin}/the-ultimate-framework-for-segmenting-your-customers/`; //update twitter link const twitterEl = document.querySelector(".twitter"); twitterEl.href = `https://twitter.com/share?url=${window.location.origin}/the-ultimate-framework-for-segmenting-your-customers/`; //update facebook link const facebookEl = document.querySelector(".facebook"); facebookEl.href = `https://www.facebook.com/sharer.php?u=${window.location.origin}/the-ultimate-framework-for-segmenting-your-customers/`; </script> <script src="https://unpkg.com/@tryghost/content-api@1.11.17/umd/content-api.min.js" ></script> <script src="https://www.customersuccesscollective.com/assets/js/api.js?v=dcebed8c7b"></script> <script src="https://www.customersuccesscollective.com/assets/js/blockadblock.min.js?v=dcebed8c7b"></script> <script src="https://www.customersuccesscollective.com/assets/js/tooltip.js?v=dcebed8c7b"></script>  <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.11.1/tocbot.css" />  <script src="https://cdnjs.cloudflare.com/ajax/libs/tocbot/4.11.1/tocbot.min.js"></script> <script src="https://www.customersuccesscollective.com/assets/js/posts.js?v=dcebed8c7b"></script> <div class="footer"> <div class="footer-wrapper"> <div class="site-footer-content"> <div class="site-footer-content-logo"> <a href="/"> <img src="https://www.customersuccesscollective.com/assets/img/sales/CSC%20FULL%20LOGO%20WHITE.svg?v=dcebed8c7b" /> </a> </div> <div class="site-footer-content-title"> The Customer Success Collective is a community of forward-thinking CS enthusiasts, all rallied around one, shared goal: providing incredible customer experiences, 24/7. </div> </div> <div class="site-footer-social social-links"> <a href="https://www.linkedin.com/company/customersuccesscollective/" target="_blank"><?xml version="1.0" encoding="utf-8"?>  <svg version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewBox="0 0 20 20" style="enable-background:new 0 0 20 20;" xml:space="preserve"> <g> <g> <path class="st0" d="M18.5,0h-17C0.7,0,0,0.6,0,1.4v17.1C0,19.4,0.7,20,1.5,20h17c0.8,0,1.5-0.6,1.5-1.4V1.4C20,0.6,19.3,0,18.5,0 z M5.9,17H3V7.5h3V17z M4.4,6.2c-1,0-1.7-0.8-1.7-1.7c0-0.9,0.8-1.7,1.7-1.7c0.9,0,1.7,0.8,1.7,1.7C6.2,5.4,5.4,6.2,4.4,6.2z M17,17h-3v-4.6c0-1.1,0-2.5-1.5-2.5c-1.5,0-1.8,1.2-1.8,2.5V17h-3V7.5h2.8v1.3h0c0.4-0.8,1.4-1.5,2.8-1.5c3,0,3.6,2,3.6,4.5V17z" /> </g> </g> </svg> </a> <a href="https://twitter.com/_cscollective" target="_blank"><?xml version="1.0" encoding="iso-8859-1"?> <svg viewBox="0 0 24 24" aria-hidden="true" class="r-18jsvk2 r-4qtqp9 r-yyyyoo r-16y2uox r-8kz0gk r-dnmrzs r-bnwqim r-1plcrui r-lrvibr r-lrsllp"> <g> <path d="M18.244 2.25h3.308l-7.227 8.26 8.502 11.24H16.17l-5.214-6.817L4.99 21.75H1.68l7.73-8.835L1.254 2.25H8.08l4.713 6.231zm-1.161 17.52h1.833L7.084 4.126H5.117z"> </path> </g> </svg></a> <a href="https://www.facebook.com/customersuccesscollective"><?xml version="1.0" encoding="iso-8859-1"?>  <svg version="1.1" id="Capa_1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewBox="0 0 10.385 20" style="enable-background:new 0 0 10.385 20;" xml:space="preserve"> <g> <path id="f_1_" d="M6.742,20v-9.122h3.061l0.459-3.556h-3.52v-2.27c0-1.029,0.285-1.731,1.762-1.731 l1.882-0.001V0.139C10.06,0.097,8.943,0,7.643,0C4.928,0,3.07,1.657,3.07,4.699v2.622H0v3.556h3.07V20H6.742z"/> </g> </svg> </a> <a href="https://www.tiktok.com/@cs_collective?lang=en"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="currentColor" class="bi bi-tiktok" viewBox="0 0 16 16"> <path d="M9 0h1.98c.144.715.54 1.617 1.235 2.512C12.895 3.389 13.797 4 15 4v2c-1.753 0-3.07-.814-4-1.829V11a5 5 0 1 1-5-5v2a3 3 0 1 0 3 3z"/> </svg></a> <a href="https://www.youtube.com/@customersuccesscollective"> <svg id="Layer_1" data-name="Layer 1" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 176 124"><defs><style>.cls-1{fill:#fff;}</style></defs><path class="cls-1" d="M180.32,53.36A22.12,22.12,0,0,0,164.76,37.7C151,34,96,34,96,34s-55,0-68.76,3.7A22.12,22.12,0,0,0,11.68,53.36C8,67.18,8,96,8,96s0,28.82,3.68,42.64A22.12,22.12,0,0,0,27.24,154.3C41,158,96,158,96,158s55,0,68.76-3.7a22.12,22.12,0,0,0,15.56-15.66C184,124.82,184,96,184,96S184,67.18,180.32,53.36ZM78,122.17V69.83L124,96Z" transform="translate(-8 -34)"/></svg> </a> <a href="https://customersuccesscollective.com/customer-success-community/"><svg fill="#fff" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 80 80" width="20px" height="160px"><path d="M 27 7 C 26.449 7 26 7.449 26 8 C 26 8.551 26.449 9 27 9 C 27.551 9 28 8.551 28 8 C 28 7.449 27.551 7 27 7 z M 40 7 C 35.592874 7 32 10.592874 32 15 C 32 17.935513 33.631447 20.452449 36 21.841797 L 36 25 C 36 26.37066 36.94553 27.528978 38.210938 27.880859 C 38.537126 28.542191 39.212398 29 40 29 C 40.787602 29 41.462874 28.542191 41.789062 27.880859 C 43.05447 27.528978 44 26.37066 44 25 L 44 21.841797 C 46.088277 20.616853 47.531146 18.502112 47.853516 16 L 48 16 L 48 15 C 48 10.592874 44.407126 7 40 7 z M 53 7 C 52.449 7 52 7.449 52 8 C 52 8.551 52.449 9 53 9 C 53.551 9 54 8.551 54 8 C 54 7.449 53.551 7 53 7 z M 30 9 C 29.449 9 29 9.449 29 10 C 29 10.551 29.449 11 30 11 C 30.551 11 31 10.551 31 10 C 31 9.449 30.551 9 30 9 z M 40 9 C 43.326874 9 46 11.673126 46 15 C 46 17.397701 44.596351 19.449486 42.570312 20.414062 L 42 20.683594 L 42 22 L 40 22 L 40 24 L 42 24 L 42 25 C 42 25.56503 41.56503 26 41 26 L 39 26 C 38.43497 26 38 25.56503 38 25 L 38 20.683594 L 37.429688 20.414062 C 35.403649 19.449488 34 17.397701 34 15 C 34 11.673126 36.673126 9 40 9 z M 50 9 C 49.449 9 49 9.449 49 10 C 49 10.551 49.449 11 50 11 C 50.551 11 51 10.551 51 10 C 51 9.449 50.551 9 50 9 z M 25 14 C 24.449 14 24 14.449 24 15 C 24 15.551 24.449 16 25 16 C 25.551 16 26 15.551 26 15 C 26 14.449 25.551 14 25 14 z M 29 14 C 28.449 14 28 14.449 28 15 C 28 15.551 28.449 16 29 16 C 29.551 16 30 15.551 30 15 C 30 14.449 29.551 14 29 14 z M 51 14 C 50.449 14 50 14.449 50 15 C 50 15.551 50.449 16 51 16 C 51.551 16 52 15.551 52 15 C 52 14.449 51.551 14 51 14 z M 55 14 C 54.449 14 54 14.449 54 15 C 54 15.551 54.449 16 55 16 C 55.551 16 56 15.551 56 15 C 56 14.449 55.551 14 55 14 z M 30 19 C 29.449 19 29 19.449 29 20 C 29 20.551 29.449 21 30 21 C 30.551 21 31 20.551 31 20 C 31 19.449 30.551 19 30 19 z M 50 19 C 49.449 19 49 19.449 49 20 C 49 20.551 49.449 21 50 21 C 50.551 21 51 20.551 51 20 C 51 19.449 50.551 19 50 19 z M 27 21 C 26.449 21 26 21.449 26 22 C 26 22.551 26.449 23 27 23 C 27.551 23 28 22.551 28 22 C 28 21.449 27.551 21 27 21 z M 53 21 C 52.449 21 52 21.449 52 22 C 52 22.551 52.449 23 53 23 C 53.551 23 54 22.551 54 22 C 54 21.449 53.551 21 53 21 z M 18 28 C 13.592874 28 10 31.592874 10 36 C 10 40.407126 13.592874 44 18 44 C 22.407126 44 26 40.407126 26 36 L 26 35 L 25.796875 35 C 25.282076 31.084164 22.052768 28 18 28 z M 62 28 C 57.592874 28 54 31.592874 54 36 C 54 40.407126 57.592874 44 62 44 C 62.275445 44 62.548001 43.986375 62.816406 43.958984 C 64.695246 43.767248 66.384373 42.920314 67.652344 41.652344 C 69.101453 40.203235 70 38.203563 70 36 L 70 35 L 69.796875 35 C 69.282076 31.084164 66.052768 28 62 28 z M 18 30 C 21.326874 30 24 32.673126 24 36 C 24 39.326874 21.326874 42 18 42 C 14.673126 42 12 39.326874 12 36 C 12 32.673126 14.673126 30 18 30 z M 62 30 C 65.326874 30 68 32.673126 68 36 C 68 39.326874 65.326874 42 62 42 C 58.673126 42 56 39.326874 56 36 C 56 35.79207 56.010859 35.587095 56.03125 35.384766 C 56.337112 32.349828 58.881056 30 62 30 z M 40 35 C 35.041484 35 31 39.041484 31 44 C 31 48.958516 35.041484 53 40 53 C 44.958516 53 49 48.958516 49 44 L 49 43 L 48.796875 43 C 48.275261 38.532432 44.604108 35 40 35 z M 40 37 C 43.877484 37 47 40.122516 47 44 C 47 47.877484 43.877484 51 40 51 C 36.122516 51 33 47.877484 33 44 C 33 40.122516 36.122516 37 40 37 z M 18 46 C 10.306206 46 4 52.306206 4 60 L 4 64 L 26.269531 64 C 25.457834 65.84109 25 67.868987 25 70 L 25 74 L 55 74 L 55 71 L 55 70 C 55 67.868987 54.542166 65.84109 53.730469 64 L 76 64 L 76 60 C 76 52.306206 69.693794 46 62 46 C 55.158556 46 49.446319 50.988522 48.257812 57.503906 C 45.884282 55.926028 43.045242 55 40 55 C 36.954758 55 34.115718 55.926028 31.742188 57.503906 C 30.553681 50.988522 24.841444 46 18 46 z M 18 48 C 24.245162 48 29.37815 52.832416 29.921875 58.941406 C 28.934708 59.842395 28.067924 60.868215 27.347656 62 L 6 62 L 6 60 C 6 53.397794 11.397794 48 18 48 z M 62 48 C 68.602206 48 74 53.397794 74 60 L 74 62 L 52.652344 62 C 51.932076 60.868215 51.065292 59.842395 50.078125 58.941406 C 50.62185 52.832416 55.754838 48 62 48 z M 40 57 C 47.153388 57 53 62.846612 53 70 L 53 72 L 27 72 L 27 70 C 27 62.846612 32.846612 57 40 57 z M 8 58 C 7.449 58 7 58.449 7 59 C 7 59.551 7.449 60 8 60 C 8.551 60 9 59.551 9 59 C 9 58.449 8.551 58 8 58 z M 12 58 C 11.449 58 11 58.449 11 59 C 11 59.551 11.449 60 12 60 C 12.551 60 13 59.551 13 59 C 13 58.449 12.551 58 12 58 z M 16 58 C 15.449 58 15 58.449 15 59 C 15 59.551 15.449 60 16 60 C 16.551 60 17 59.551 17 59 C 17 58.449 16.551 58 16 58 z M 20 58 C 19.449 58 19 58.449 19 59 C 19 59.551 19.449 60 20 60 C 20.551 60 21 59.551 21 59 C 21 58.449 20.551 58 20 58 z M 24 58 C 23.449 58 23 58.449 23 59 C 23 59.551 23.449 60 24 60 C 24.551 60 25 59.551 25 59 C 25 58.449 24.551 58 24 58 z M 28 58 C 27.449 58 27 58.449 27 59 C 27 59.551 27.449 60 28 60 C 28.551 60 29 59.551 29 59 C 29 58.449 28.551 58 28 58 z M 52 58 C 51.449 58 51 58.449 51 59 C 51 59.551 51.449 60 52 60 C 52.551 60 53 59.551 53 59 C 53 58.449 52.551 58 52 58 z M 56 58 C 55.449 58 55 58.449 55 59 C 55 59.551 55.449 60 56 60 C 56.551 60 57 59.551 57 59 C 57 58.449 56.551 58 56 58 z M 60 58 C 59.449 58 59 58.449 59 59 C 59 59.551 59.449 60 60 60 C 60.551 60 61 59.551 61 59 C 61 58.449 60.551 58 60 58 z M 64 58 C 63.449 58 63 58.449 63 59 C 63 59.551 63.449 60 64 60 C 64.551 60 65 59.551 65 59 C 65 58.449 64.551 58 64 58 z M 68 58 C 67.449 58 67 58.449 67 59 C 67 59.551 67.449 60 68 60 C 68.551 60 69 59.551 69 59 C 69 58.449 68.551 58 68 58 z M 72 58 C 71.449 58 71 58.449 71 59 C 71 59.551 71.449 60 72 60 C 72.551 60 73 59.551 73 59 C 73 58.449 72.551 58 72 58 z M 30 68 C 29.449 68 29 68.449 29 69 C 29 69.551 29.449 70 30 70 C 30.551 70 31 69.551 31 69 C 31 68.449 30.551 68 30 68 z M 34 68 C 33.449 68 33 68.449 33 69 C 33 69.551 33.449 70 34 70 C 34.551 70 35 69.551 35 69 C 35 68.449 34.551 68 34 68 z M 38 68 C 37.449 68 37 68.449 37 69 C 37 69.551 37.449 70 38 70 C 38.551 70 39 69.551 39 69 C 39 68.449 38.551 68 38 68 z M 42 68 C 41.449 68 41 68.449 41 69 C 41 69.551 41.449 70 42 70 C 42.551 70 43 69.551 43 69 C 43 68.449 42.551 68 42 68 z M 46 68 C 45.449 68 45 68.449 45 69 C 45 69.551 45.449 70 46 70 C 46.551 70 47 69.551 47 69 C 47 68.449 46.551 68 46 68 z M 50 68 C 49.449 68 49 68.449 49 69 C 49 69.551 49.449 70 50 70 C 50.551 70 51 69.551 51 69 C 51 68.449 50.551 68 50 68 z"/></svg> </a> <a href="https://feedly.com/i/subscription/feed/https://customersuccesscollective.com/rss/ " title="RSS" target="_blank" rel="noopener"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"><circle cx="6.18" cy="17.82" r="2.18"/><path d="M4 4.44v2.83c7.03 0 12.73 5.7 12.73 12.73h2.83c0-8.59-6.97-15.56-15.56-15.56zm0 5.66v2.83c3.9 0 7.07 3.17 7.07 7.07h2.83c0-5.47-4.43-9.9-9.9-9.9z"/></svg> </a> </div> <div class="site-footer-links"> <div class="site-footer-links-title"> ABOUT </div> <ul role="menu"> <li class="nav-home nav-current" role="menuitem"><a href="/create-contribute/">Contribute</a></li> <li class="nav-tag" role="menuitem"><a href="/partner-with-us">Media Guide</a></li> <li class="nav-advisory-board" role="menuitem"><a href="/about">Mission</a></li> <li class="nav-advisory-board" role="menuitem"><a href="/privacy-policy">Privacy Policy</a></li> <li class="nav-advisory-board" role="menuitem"><a href="/terms-and-conditions">Terms of Service</a></li> </ul> </div> <div class="site-footer-links"> <div class="site-footer-links-title"> RESOURCES </div> <ul role="menu"> <li class="nav-tag" role="menuitem"><a href="/articles">Articles</a></li> <li class="nav-tag" role="menuitem"><a href="/customer-success-newsletter/">Newsletter</a></li> <li class="nav-home nav-current" role="menuitem"><a href="#">Podcasts</a></li> <li class="nav-tag" role="menuitem"><a href="#">Reports</a></li> </ul> </div> <div class="site-footer-links"> <div class="site-footer-links-title"> GENERAL </div> <ul role="menu"> <li class="nav-tag" role="menuitem"><a href="https://events.customersuccesscollective.com/" target="_blank">Events</a></li> <li class="nav-advisory-board" role="menuitem"><a href="https://www.customersuccesscollective.com/signup/">Membership</a></li> <li class="nav-advisory-board" role="menuitem"><a href="/customer-success-community/">Community</a></li> </ul> </div> <div class="site-footer-categories"> <div class="site-footer-categories-title"> Learn </div> <a href="/tag/customer-retention/">Customer retention</a> <a href="/tag/customer-success-metrics">Customer success metrics</a> <a href="/tag/customer-success-strategies">Customer success strategies</a> <a href="/tag/churn-rate">Churn rate</a> <a href="/tag/customer-marketing/">Customer marketing</a> <a href="/tag/scaling-customer-success/">Scaling customer success</a> </div> </div> </div> </div>  <script> var images = document.querySelectorAll('.kg-gallery-image img'); images.forEach(function (image) { var container = image.closest('.kg-gallery-image'); var width = image.attributes.width.value; var height = image.attributes.height.value; var ratio = width / height; container.style.flex = ratio + ' 1 0%'; }) </script> <script src="https://apps.elfsight.com/p/platform.js" defer></script> <div class="elfsight-app-3c527d73-3a8d-4bde-b2eb-2af15291ff3a"></div>  <noscript><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-PTR9HS2" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript>  <script type="text/javascript"> (function(e,t,o,n,p,r,i){e.visitorGlobalObjectAlias=n;e[e.visitorGlobalObjectAlias]=e[e.visitorGlobalObjectAlias]||function(){(e[e.visitorGlobalObjectAlias].q=e[e.visitorGlobalObjectAlias].q||[]).push(arguments)};e[e.visitorGlobalObjectAlias].l=(new Date).getTime();r=t.createElement("script");r.src=o;r.async=true;i=t.getElementsByTagName("script")[0];i.parentNode.insertBefore(r,i)})(window,document,"https://diffuser-cdn.app-us1.com/diffuser/diffuser.js","vgo"); vgo('setAccount', '649525905'); vgo('setTrackByDefault', true); vgo('process'); </script> <script> var beamer_config = { product_id : 'YZQKfrAI47007', //DO NOT CHANGE: This is your product code on Beamer selector : '.nav-whats-new' }; </script> <script type="text/javascript" src="https://app.getbeamer.com/js/beamer-embed.js" defer="defer"></script>  <script> (function() { function attachClickListeners(iframe) { const frameContent = iframe.contentDocument; const toggleParent = frameContent.querySelector(".gh-portal-products-pricetoggle"); if(!toggleParent) { console.error("Could not find any toggle parent"); return; } toggleParent.addEventListener("click", function (event) { if (event.target.matches(".gh-portal-btn")) { setTimeout(function () { setPortalPricing(iframe); }, 30); } }); } function setPortalPricing(iframe) { const frameContent = iframe.contentDocument; const productCards = frameContent.querySelectorAll(".gh-portal-product-card"); if(!productCards.length) { console.error("Could not find any product cards"); return; } // Cache the active buttons const monthlyBtnActive = frameContent.querySelector('[data-test-button="switch-monthly"].gh-portal-btn.active') != null; const yearlyBtnActive = frameContent.querySelector('[data-test-button="switch-yearly"].gh-portal-btn.active') != null; // Map for product display mode const productDisplayMode = { 'Pro+ membership': monthlyBtnActive ? 'none' : 'flex', 'Free': yearlyBtnActive ? 'none' : 'flex' }; productCards.forEach(function (element) { const productNameElement = element.querySelector(".gh-portal-product-name"); if(!productNameElement) { console.error("Could not find product name element in ", element); return; } const productName = productNameElement.textContent; console.log("productName", productName); element.style.display = productDisplayMode[productName] || 'flex'; }); } let intervalId; function callPortalIframe() { let portalIframe = document.querySelector("#ghost-portal-root iframe"); if (portalIframe) { portalIframe.addEventListener('load', function() { setPortalPricing(portalIframe); attachClickListeners(portalIframe); console.log("Pricing set and listeners attached"); // listen to event click on button const viewPlansButton = portalIframe.contentDocument.querySelector( '.gh-portal-btn-main.gh-portal-btn-primary[data-test-button="view-plans"]' ); if (viewPlansButton) { console.log(viewPlansButton); console.log("viewPlansButton was found!"); clearInterval(intervalId); // Stop checking once the button is found viewPlansButton.addEventListener("click", function (event) { console.log("viewPlansButton was clicked!"); setTimeout(function () { setPortalPricing(portalIframe); attachClickListeners(portalIframe); }, 30); }); } else { console.log("viewPlansButton was not found on the page"); console.log(viewPlansButton); } const changePlansButton = portalIframe.contentDocument.querySelector('.gh-portal-btn.gh-portal-btn-list[data-test-button="change-plan"]'); if (changePlansButton) { console.log(changePlansButton); console.log("changePlansButton was found!"); clearInterval(intervalId); // Stop checking once the button is found changePlansButton.addEventListener("click", function (event) { console.log("changePlansButton was clicked!"); setTimeout(function () { setPortalPricing(portalIframe); attachClickListeners(portalIframe); }, 30); }); } else { console.log("changePlansButton was not found on the page"); console.log(changePlansButton); } if(intervalId) { clearInterval(intervalId); intervalId = null; } }); } else { console.error("Could not find #ghost-portal-root iframe, retrying..."); if (!intervalId) { intervalId = setInterval(callPortalIframe, 1000); } } } document.addEventListener("DOMContentLoaded", function() { console.log("DOM fully loaded"); let currentUrl = window.location.href; let link = document.querySelector('a[href="https://www.customersuccesscollective.com/#/portal/signup/"]'); if(link){ link.addEventListener('click', function(event) { console.log('Link was clicked!'); callPortalIframe(); }); } else { console.log('The link was not found on the page'); } if ( currentUrl === "https://www.customersuccesscollective.com/#/portal/signup/" || currentUrl === "https://www.customersuccesscollective.com/#/portal/account/plans/" ) { callPortalIframe(); console.log("You are on the signup page"); } else if ( currentUrl === "https://www.customersuccesscollective.com/#/portal" || currentUrl === "https://www.customersuccesscollective.com/account-free/#/portal" || currentUrl === "https://www.customersuccesscollective.com/pro-plus-membership-dashboard/#/portal" || currentUrl === "https://www.customersuccesscollective.com/account/#/portal" ) { callPortalIframe(); console.log("You are on the portal/viewplans page"); } else { console.log("You are not on the signup/plan page"); } // Start observing the target node for configured mutations const targetNodePortalRoot = document.getElementById("ghost-portal-root"); if (targetNodePortalRoot) { const config = { attributes: true, childList: true, subtree: true }; const poratalObserver = new MutationObserver(function() { callPortalIframe(); }); poratalObserver.observe(targetNodePortalRoot, config); } else { console.error("Could not find #ghost-portal-root element"); } }); })(); </script>   <script type="text/javascript"> window._qevents = window._qevents || []; (function() { var elem = document.createElement('script'); elem.src = (document.location.protocol == "https:" ? "https://secure" : "http://edge") + ".quantserve.com/quant.js"; elem.async = true; elem.type = "text/javascript"; var scpt = document.getElementsByTagName('script')[0]; scpt.parentNode.insertBefore(elem, scpt); })(); window._qevents.push({ qacct:"p-JFeMtMyV9W-_y", uid:"__INSERT_EMAIL_HERE__" }); </script> <noscript> <div style="display:none;"> <img src="//pixel.quantserve.com/pixel/p-JFeMtMyV9W-_y.gif" border="0" height="1" width="1" alt="Quantcast"/> </div> </noscript>  <script type="text/javascript" src="https://www.customersuccesscollective.com/assets/built/jquery.js?v=dcebed8c7b" ></script> <script type="text/javascript" src="https://www.customersuccesscollective.com/assets/built/jquery.fitvids.js?v=dcebed8c7b" ></script> <script type="text/javascript" src="https://www.customersuccesscollective.com/assets/built/ghost-lunr.js?v=dcebed8c7b" defer></script> <script type="text/javascript" src="https://www.customersuccesscollective.com/assets/built/search.js?v=dcebed8c7b" defer></script> <script> // NOTE: Scroll performance is poor in Safari // - this appears to be due to the events firing much more slowly in Safari. // Dropping the scroll event and using only a raf loop results in smoother // scrolling but continuous processing even when not scrolling $(document).ready(function () { // Start fitVids var $postContent = $("body"); $postContent.fitVids(); // End fitVids var progressBar = document.querySelector('#reading-progress'); var header = document.querySelector('.floating-header'); var title = document.querySelector('.post-full-title'); var lastScrollY = window.scrollY; var lastWindowHeight = window.innerHeight; var lastDocumentHeight = $(document).height(); var ticking = false; function onScroll() { lastScrollY = window.scrollY; requestTick(); } function onResize() { lastWindowHeight = window.innerHeight; lastDocumentHeight = $(document).height(); requestTick(); } function requestTick() { if (!ticking) { requestAnimationFrame(update); } ticking = true; } function update() { if (!title) return; var trigger = title.getBoundingClientRect().top + window.scrollY; var triggerOffset = title.offsetHeight + 35; var progressMax = lastDocumentHeight - lastWindowHeight; // show/hide floating header if (lastScrollY >= trigger + triggerOffset) { header.classList.add('floating-active'); } else { header.classList.remove('floating-active'); } progressBar.setAttribute('max', progressMax); progressBar.setAttribute('value', lastScrollY); ticking = false; } window.addEventListener('scroll', onScroll, { passive: true }); window.addEventListener('resize', onResize, false); update(); var getHiddenUpgrade = document.querySelector('.hidden-upgrade'); if (getHiddenUpgrade && isHiddenUpgradeVisible) getHiddenUpgrade.style.display = 'block'; }); </script> <script> window.intercomSettings = { app_id: "ihx5j8jg", user_type: "csc" }; </script> <script> (function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/ihx5j8jg';var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(w.attachEvent){w.attachEvent('onload',l);}else{w.addEventListener('load',l,false);}}})(); </script> </body> </html>

CINXE.COM

The ultimate framework for segmenting your customers