THE ART AND SCIENCE OF CUSTOMER EXPERIENCE, GROWTH AND SEGMENTATION
Customer Success Summit 2015 breakout session: Presented by: Joel Knight, Senior Director, Customer Experience, WP Engine Managing a growing customer base presents several challenges, especially if you have a wide range of customer size, scope and revenue. One common strategy is to divide that customer base into distinct segments, each with its own profile of needs, activities and metrics. In this session, we will talk about some best practices for a segmentation strategy to make it successful for you and your customers. Key takeaways: 1. How do you delight each customer with the right level of service and support? 2. How do you create internal alignment across people, process and technology for each customer segment? 3. How do you scale it all to meet your business and financial metrics?