Maranda is a ground-up builder with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level. Maranda has over 20 years of experience both working in and building world-class operations with extensive experience building and scaling teams in early and mid-stage startups.
Maranda’s specialties are in Customer Success (B2B, B2C, B2B2C), Customer Support (B2B, B2C), Tech Support, Contact Centers (Inbound/Outbound), Sales, and various other teams in operations. She has been honored as a Top 100 Customer Success Strategist in both 2017 & 2018, Top 25 Customer Success Influencer Judge in 2020, Top 50 CS Influencer 2021, and sits on numerous boards.
Day 1: May 18, 2021
Day 2: May 19, 2021
2:00 pm
2:00 pm
Fireside Chat: Account Segmentation
Segmenting Accounts to Effectively Manage Resources
Not all customers require the same amount or type of support. For companies with a large customer base, segmentation is a necessity in order to determine where resources are best spent while still ensuring a value-rich and standardized experience for all accounts. Walk away with procedures to:
- Determine which customers require a higher-touch relationship
- Achieve the ideal CSM-to-customer ratio for your organization
- Move towards automating processes for lower-tier customers
Create a plan for account segmentation to best utilize your resources.
