Frederike helped us as a SaaS start-up to level up our customer success strategy and segmentation to respond right to market changes and focus on customer growth with the right core ICP customers. Account planning & right customer segmentation cleary has a huge business impact.

CSchool - Success Story - Demodesk - Alina Head of CS

Alina Stöhr

Team Lead Customer Success

The results of our work together

Strategy

More clear & structured strategy plan and client segmentation after the workshop

Motivation

Higher team motivation and dynamics within the team with a clear new focus

Insights

We received great insights that help us to better work with our core ICP customers to be set up for success and automate more for our cash cow accounts - to free up important time and focus on customer growth and success

Challenge

We missed a clear segmentation of our clients and were looking for best practices and benchmarks from the industry on how to best serve different segments.

Headquarters

Munich, Germany

Industry

Software

Solution

We defined a clear H2 strategy with the focus on client segmentation and account planning strategy that was committed to by the founder and c-level team of the company.

Demodesk is a scheduling & meeting automation platform built for sales and success teams. Demodesk coaches reps live during the call, automates manual non-selling tasks, and provides deep insights into what’s actually happening in sales conversations. We're helping hundreds of fast-growing sales teams increase consistency and quota attainment across the team, improve data quality and increase sales productivity.

The Challenge

Missing a clear client segmentation

We missed a clear segmentation of our clients and were looking for best practices and benchmarks from the industry on how to best serve different segments. Additionally, it was important to us to review our current account base and come up with clear action items and a strategy plan on how to serve and allocate our time best across each segment. On top of that, we needed to revamp our renewal strategy across the segments, to automate more and free up important time we spend on our Tier 1 customers, to support customer growth and success.

Alina Stöhr

Team Lead Customer Success

The Solution

Business improvements on various levels and NRR rates

We defined a clear H2 strategy with a focus on customer segmentation and account planning strategy that the founder and the company's C-level team had committed to. We also defined clear actions to take to properly serve each segment and allocate our resources accordingly. We adjusted our renewal strategy, adjusted the level of customer service, and defined tasks to be automated in order to focus more on customer growth and success, thus having a significant impact on our NRR rates.

The Results

More time with tier 1 customers, clear account plans to focus on strategic account management and invest in the relationship
Better time management, time allocation per CSM
Focus for the team to allocate time accordingly
Time savings -> automated incoming client requests
Clear H2 strategy for CS to respond to market changes
New customer segments supporting business goals and NRR rate

Further Success Stories

Personio

Deep market understanding and added value for strategic and practical work with customers through impactful insights and real-world examples.

German Corporate

Building and deepening knowledge around customer management and customer-centricity within the company, as well as developing measures to retain customers in the long term.

Career & Headhunting

Support for ICs and CS Team Leaders in their career trajectory as well as companies in their recruiting efforts. Success in career hiring, recruiting improvements, an updated hiring process and more.