A key part of any Customer Success professional's job is to be able to segment customers based off pre-defined client types.

Teams are able to define such types in ClientSuccess under Global Settings > Types.

Best Practices

When using this attribute, it really comes down to the team and the level of granularity they are wanting. Read on later in the article to learn how custom fields can be used to capture additional information.

You will notice, however, 3 default types as you start to configure Type attributes:

  1. Enterprise
  2. SMB
  3. Strategic

These are certainly not set-in-stone, and we recommend you find something that makes sense. Typically, these do tend to be more high-level. You may also consider the following:

  1. Key
  2. Opt-out
  3. Emerging
  4. Start-up
  5. Free Trial

As you look to expand or edit this list, keep in mind the following benefits of the Type field:

  • ClientSuccess native field
  • Specific SuccessCycles can be assigned to each Type, including a default, from the Global Settings > Types screen, as highlighted in the screenshot below. This means that as a client is added a SuccessCycle can automatically be assigned based on the Type
  • Total and average subscription metrics visible from the Global Settings > Types screen

If you have a SFDC mapped to the ClientSuccess Type field, having SuccessCycles assigned to certain ClientSuccess Types becomes quite powerful

In the case of the Salesforce Integration, one of the most valuable benefits of the Type field is that it will automatically apply the default SuccessCycle to that client Type as a new client is added to ClientSuccess. (Unless SFDC + CS Type fields are being used in unique ways).

No matter how you use this field, custom fields can also be used to provide an additional level of granularity.

Imagine being able to segment your clients not only by those that are Strategic or High Touch (however you define the Types), but also by those who belong to a certain industry or tier. Because these are custom fields, the possibilities are endless. Just know that these are owned by and live in ClientSuccess. Here are a few potential custom fields to consider:

  • Industry
  • Tier
  • Success plan

If connected to the Salesforce Integration, consider setting up a field in SFDC (instead of a ClientSuccess custom field) to enable real-time data syncronization

As part of the Salesforce Integration, additional Salesforce Account details can sync between Salesforce and ClientSuccess. If you'd like the information to be updated in SFDC as you change it in ClientSuccess (or vice versa), we recommend setting up the field first in SFDC and then making it visible and/or editable in ClientSuccess.

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