Customer Segmentation for CS Coverage

Create a customer segmentation model for CS coverage at [Company] with [Customer Count] customers and [ARR Range]. Include: 1) Segmentation dimensions — revenue tier, product complexity, strategic value, growth potential, industry vertical. 2) Segment definitions — Enterprise (top 10-20%, high-touch), Mid-Market (next 30%, mid-touch), SMB (remaining, tech-touch). Define criteria for each. 3) Service level matrix — for each segment: CSM ratio, meeting cadence, QBR frequency, support tier, onboarding type, content access. 4) Resource allocation — headcount per segment, time allocation guidelines, escalation paths between segments. 5) Upgrade/downgrade triggers — when to move a customer between segments based on growth, contraction, or strategic changes. 6) Tech-touch playbook for SMB — automated email journeys, in-app messaging, webinar calendar, community resources, self-serve knowledge base. 7) Digital CS metrics — email engagement, product adoption scores, webinar attendance, support self-service rate. 8) ROI analysis — cost-to-serve per segment, retention rate by segment, expansion rate by segment, optimize allocation based on marginal ROI.