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Customer Segment Strategy:
├── Enterprise (high-touch)
│ ├── Dedicated CSM
│ ├── Custom success plans
│ └── Executive sponsors
├── Mid-market (mid-touch)
│ ├── Pooled CSM model
│ ├── Templated playbooks
│ └── Regular check-ins
└── SMB (tech-touch)
├── Automated journeys
├── Self-service resources
└── Trigger-based outreach客户细分策略:
├── 企业客户（高接触）
│ ├── 专属CSM
│ ├── 定制化成功计划
│ └── 高管对接人
├── 中大型市场客户（中接触）
│ ├── 共享CSM模式
│ ├── 标准化操作手册
│ └── 定期跟进
└── 中小企业客户（技术接触）
├── 自动化旅程
├── 自助服务资源
└── 触发式触达| Anti-Pattern | Problem | Correct Approach |
|---|---|---|
| Reactive only | Miss churn signals | Proactive health monitoring |
| One-size-fits-all | Inefficient resource use | Segment-based strategies |
| Feature pushing | Ignores customer goals | Focus on outcomes |
| No success metrics | Can't prove value | Define measurable goals |
| Siloed from product | Customer voice lost | Regular product feedback |
| 反模式 | 问题 | 正确做法 |
|---|---|---|
| 仅被动响应 | 错失客户流失信号 | 主动式客户健康监测 |
| 一刀切策略 | 资源使用低效 | 基于细分群体的策略 |
| 强行推送功能 | 忽略客户目标 | 聚焦成果 |
| 无成功指标 | 无法证明价值 | 定义可衡量的目标 |
| 与产品团队脱节 | 客户声音无法传递 | 定期向产品团队反馈 |