How to Use Segmentation to Drive Value, Retention and Efficiency with Kelley Turner

Episode notes

Signup for the FREE Masterclass: In this episode of the Customer Success Pro Podcast, host Anika Zuber and guest Kelley Turner, SVP of Global Customer Success at Vitally, discuss the critical role of customer segmentation in driving effective customer success strategies. They explore the importance of understanding customer needs, the balance between automation and personalization, and how AI can enhance segmentation efforts. Kelley shares her unique background in finance and how it informs her approach to customer success, emphasizing the need for curiosity and engagement in building strong customer relationships. The conversation also touches on measuring success in customer success initiatives and the evolving landscape of customer engagement. #customersuccessmanager #podcast #revenuegrowth Chapters 00:00 Introduction 02:54 The Importance of Customer Segmentation 05:57 Kelley Turner's Background and Role at Vitally 08:48 Understanding Customer Success at Vitally 14:51 The Role of Curiosity in Customer Success 18:01 Operational vs.