What are the segments?
Segments are meant to isolate a specific behavior without taking into account the lifecycle evolution they are in. It is especially useful to isolate a population that would need to be addressed in the playbooks.
Why would I use Segments?
Address a specific population
Spot a specific behaviour to take action
Follow a trend
What Segments should I create in general?
New feature used
Isolate Promoters / Detractors NPS
Customers that did not connect in a while
What Segments to isolate as a Head of Customer Success Manager?
At risk Pulse so you can take action with your team
High MRR client so you can follow their health
Recent churned customers so you can detect pre-churned behavior and correct it
Customers that create a lot of tickets via support so you can offer them a call or an additional training
What Segments should I create as a Customer Success Manager ?
Last touch is ahead of time so you can suggest an appointment
Key feature that is not used in a while so you can send a spotted email
Star feature of the chosen plan is not used so you can detect downsell
Bad NPS so you can focus on this customer