2. About Me
• Director of Customer Operations at
HelloSign
• Almost 20 years in a customer-facing
role
• Data junkie
• Wife, Mom, and Fur-Mom
3.
4. Get to know your customers
• Know your customers today and
tomorrow
• Do your research
• Why’s before how’s
5. Corral your data
• Understand your systems
• Understand your data
• Understand what is crucial and
what is not
• Corral into a common repository
6. Got Segmentation?
• Not all customers are created equal
• Capitalize on the differences and
similarities
• Best practices for
buckets/segments:
• Business size
• ARR/MRR
• By Industry
• Free vs. Paid
7. Identify Common Triggers
• Identify
shared
behaviors
• Institute
BEST
practices
to
leverage
the
predictable
8. Think Company-Wide
• Identify your customer’s magic
moment
• Use insights to influence both
internal and external customers
10. 1. Get to know your customers
2. Corral your data
3. Segment
4. Identify the common triggers to capitalize on
5. Think company-wide
6. Reevaluate and iterate
6 Things You Should Do When You Return To Work