Customer segmentation is the process of categorizing your customers in order to understand how different groups of buyers relate to your company. Segmentation can reveal a lot about your customers, including which ones contribute the most to the bottom line of your business.
Need assistance identifying the 20% of your customers who spend 80% of the money, give or take? Continue reading to learn how to identify your most valuable customer segments, comprehend their relationship with your company, and find ways to keep the customer satisfied.
Tag customers by their segment traits
To identify valuable segments, you must first determine which customer characteristics and behaviors will be used in your classifications. The more traits you track, the more ways your customer data can be segmented. There are absolutely universal starting points for understanding any segment. These are the same KPIs that we all use to understand customer service experiences.
Those table-stakes metrics include:
- Customer satisfaction (CSAT)
- Net promoter score (NPS)
- First reply time
- Time to resolution
- Complexity, or average agent touches
- Average number of requests per month
If you notice that one of your segments is underperforming in a key metric, you can take immediate action to identify and resolve the underlying problem.
Gain from customer segmentation and analysis
The rationale for focusing on your most valuable customer segments is to ensure that your best customers are taken care of. However, customer segmentation can improve things for lower-priority segments as well.
To start building a better experience for all of your customers, get started with Cegura Technologies and explore today.
