How to segment your portfolio

As a customer success manager or account manager, your ultimate goal is to ensure that your clients are not only satisfied with your product or service but also achieve their desired outcomes. To achieve this, it's important to understand that not all customers are the same, and their needs, expectations, and goals can vary significantly. Therefore, it's essential to segment your portfolio of clients to provide tailored solutions that meet their unique needs and help them achieve success.

Have you experienced negative feedbacks from clients regarding:

• A lack of communication and failing to keep them informed?
• Frustrations coming from a lack of captured opportunities and revenue potential?
• Unrealistic deadlines and expectations, because you overpromised or undelivered?
• Lack of a true understanding of their unique situation resulting in non-tailored solutions?
• Disappointment and disengagement overtime?

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By segmenting your portfolio, you can better understand the needs and goals of each group, identify their pain points, and tailor your communication, engagement, and level of support accordingly.

Effective portfolio segmentation allows you to allocate resources more efficiently and focus on the customers that require the most attention. It also helps you prioritize your efforts and measure the impact of your customer success programs accurately. Ultimately, segmenting your portfolio enables you to provide a better customer experience, increase customer retention, and drive revenue growth.

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In this course, you'll learn how to:

• Analyse and segment your portfolio
• Define the right level of service ("SLAs")
• Create an alerting system triggered by customer-centric metrics
• Look beyond historic revenue
• Allocate more time to accounts with potential
• Detect patterns and have routines