This section will help you understand how to create segments of accounts based on your business-level grouping and how you can utilize this grouping throughout your CustomerSuccessBox instance.
Who is this for?
This article is primarily for people responsible for setting up CustomerSuccessBox (and specifically in charge of setting up Health 360, Milestones, Alerts).
What will I be able to achieve?
Configuring a new Account segment
Editing or cloning an existing Account segment
Searching for an existing Account segment
Leveraging an Account segment in different other modules of CustomerSuccessBox
1. How to configure and leverage Account segments in CustomerSuccessBox?
Every account in CustomerSuccessBox is different, hence the strategies used to make them successful will be entirely different. Segments will help you to manage similar accounts based on common attributes efficiently. It will also help you leverage automation in CustomerSuccessBox based on segments.
Account Segments are used to group accounts with similar attributes like the Customer Lifecycle stage, MRR, Geography etc.
You can set up a unique health configuration for each segment that you have configured. In addition, Alerts and Milestones can also be narrowed down to accounts belonging to a specific segment(s). Hence, it is essential to ensure that each of the accounts is put into the correct segment as per your business requirements.
Depending on conditions defined for the segments, it’s perfectly possible for an account to belong to multiple segments at any given point in time.
You can also read about the Best Practices of Creating Segments here.
Step 1: Creating an account segment
This page will help you create an account segment based on desired criteria.
Say for example, if you want to group accounts based on the Lifecycle stage like Onboarding, Trial, Renewal. Once these segments are created, you can enrol them in different Playbooks or leverage automation to define their individual journeys.
Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Account segments option.
Here, you can view any existing account segment. Also, you can create a new segment from here.
Click on Add Segment to create a new segment.
You will have to provide the below information,
Name: Here, you will provide the name of the segment that you want to create. Ensure you choose the name that is relevant to your business criteria like Enterprise, Mid-business, etc.
Visibility: If checked, the segment you create will be visible on the Accounts 360 and Subscription 360 page; otherwise, it will not be visible. There are some cases when you might want to use a segment only for creating Journeys so that you may uncheck this box.
Condition: Here, you will have to set the attribute or metric used while matching the accounts for a given segment. You can simply search for the attribute or property that you might want to use using the Search tab shown below.
You also have the option to select the accounts that satisfy all or any one of the defined conditions using the When option.
Also, you can select from the below attributes,
Accounts: These are Account level attributes like Name, License, MRR, and so on.
Say, if you want to create the segment for the accounts in the Onboarding stage, then you will have to simply set the condition as stage=Onboarding.
Custom Attributes: These are attributes that you have created specifically for your business.
Team: You can also segment the accounts based on your team members who are handling them.
Say, if you want to create a segment of accounts that a particular Customer Success Manager handles, and so on.
Subscription: These are attributes based on your subscription like MRR, Billing Period, Trial starts on, and so on.
Say, if you want to segment who has started their trial in the last 30 days. These could be your potential customers.
Once you have provided all the details, click on the Save button.
Now you can see the segments in Account Segments.
You can also reorder the segments for better visibility on Accounts 360 page by using the 6 dots present on the left side of the page.
Also, you can view these segments in Accounts 360 and the Subscription page. The accounts or subscriptions are filtered based on these segments.
Step 2: Editing or copying an existing Account segment
You can also edit the Name, Visibility, or Condition defined for an existing segment in CustomerSuccessBox. Also, you can create a new segment by copying the existing conditions of a segment and adding additional constraints to them.
To Edit an existing segment, click on the beside each segment. Here, you can either change the existing condition or add any new condition. You can even change the name or Visibility of the existing segment. Finally, click on the Save button when you are done with the changes.
To clone or copy an existing segment, click on the beside each segment. On clicking, you will find that clone of that segment gets created. You can edit that segment later for further use.
Step 3: Searching for an existing Account segment
You would often like to search for an account segment and see its health score contract value and how many accounts meet the defined conditions. To do that, follow the below step,
You can use the Search bar at the top of the Account Segments page to filter the account segments based on their name.
Step 4: Refreshing an Account segment
The accounts under each segment get refreshed daily (once every 24 hours). You can also manually update a segment at any time by simply editing and saving the segment again (no change needed).
Step 5: Leveraging Account Segments
As an administrator, you can smartly use segments to bucket the accounts with similar characteristics.
- They are commonly grouped based on
- Subscription plans like Enterprise, Growth, or Starter.
- Lifecycle stage like Onboarding, Trial, etc.
- Total contract value.
- And so on
This segmentation will help you plan different strategies for the various accounts that fall under each segment.
For example, you may give higher priority to Enterprise accounts by having frequent touchpoints with them to establish relationships with different User Personas and manage their individual success plans better. Whereas, for the other account segments like SMB, you can use the Hybrid approach, including a mix of automation and human interventions. This will allow you to maximize the efficiency of Customer Success Managers by introducing human interventions only in cases where automation breaks.
You can create automated Account Journeys in CustomerSuccessBox to keep track of their progress. Learn more about How to create an Account journey here.
Health in CustomerSuccessBox is configured based on Account segments. Therefore, you can set up different health conditions for them according to business-level grouping.
For example, you may want
Product Adoption Health for a particular segment as,
Good: Total Active Users is greater than or equal to 70% of the number of Licenses purchased
Poor: Total Active Users is lesser than 10% of the number of Licenses purchased
Accordingly, if you find the health of 3 out of the 4 accounts in that segment as poor, you can take proactive action by calling or sending an email to check what difficulty they are facing. It may prevent you from losing a valuable customer.
Learn more about How to Configure health for segments here.
In CustomerSuccessBox you can create Alerts or set Product Adoption Milestones targeting a segment of accounts.
Alerts will help you give the right indication at the right time to take necessary actions. For example, you have created an alert to see any upselling opportunity in Mid-Market or SMB account segments. If the alert gets triggered you may take this as an opportunity and take proactive steps.
Product Adoption milestones will also help you to understand if the targeted segment is efficiently using the features of the product.
For example, You have a unique feature of Data import which is available only for those accounts who have subscribed to the Enterprise plan. Now, you can create a Product Adoption milestone to check if this feature is correctly and efficiently used by Enterprise account segments. However, if you find they have not used it for the past 3 days, you may check with them if they are facing any issues and resolve if any.
Learn more about How to configure Alerts for Account segments here. Learn more about How to configure Milestones for a particular Account segment here.
You can also filter the accounts present on Accounts 360 page. For that, click on the desired account segments tab and see all the details of the accounts belonging to that particular segment.
In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:
Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.
Create a conversation from here.
Send an email to the Support team.