Speaking segmentation | Kimberly Ayala, Akeneo

This is a podcast episode titled, Speaking segmentation | Kimberly Ayala, Akeneo. The summary for this episode is: <blockquote><em>“How do I see tech touch coming into play? I see that it’s really going to make a difference, specifically, if you’ve got one customer who isn't going to respond well to a QBR, or who perhaps doesn't want a biweekly call. We need to make sure they’re engaged in other ways."</em></blockquote><p><br></p><p>Customer segmentation is an indispensable part of customer success. Without it, you can’t truly aim to provide every customer with the service and experience they require.&nbsp;</p><p><br></p><p>In this episode of CS School, we sat down with Kimberly Ayala, Director of Customer Success (North &amp; South America) at Akeneo, and chatted about everything segmentation-related. Digital segmentation, AKA “tech touch” is touted as a vital approach in all businesses, but how<em> </em>and why<em> </em>is it employed?&nbsp;</p><p><br></p><p>Tune in to find out just how Akeneo’s customer success team tackles this crucial topic.</p><p><br></p><h2>Key topics</h2><ul><li>How you can customize your tech touch approach for different segments</li><li>Akeneo’s secret recipe for efficiency through technology</li><li>What automation and AI really mean for segmentation</li><li>How you can segment to monetize customer success</li><li>The trick to balancing tech touch with customer expectations</li><li>Kimberly’s advice to overcoming challenges with customer segmentation</li></ul><p><br></p><h2>Resources</h2><ul><li>Connect with Kimberly on <a href="https://www.linkedin.com/in/kimberlyayala/" rel="noopener noreferrer" target="_blank">LinkedIn</a></li><li>Don’t miss her talk at <a href="https://events.customersuccesscollective.com/location/newyork/" rel="noopener noreferrer" target="_blank">Customer Success Festival New York</a></li><li>Be a part of the conversation in the <a href="https://www.customersuccesscollective.com/customer-success-community/" rel="noopener noreferrer" target="_blank">CSC Slack channel</a></li><li><a href="https://www.customersuccesscollective.com/signup/" rel="noopener noreferrer" target="_blank">Become a member</a> and tap into a bank of expert-vetted resources</li></ul><p><br></p><h2>A little about our guest</h2><p>Customer success has been Kimberly’s calling for over a decade now – you could say she’s one of the OG's in this field! Her passion for helping customers achieve their goals lit a fire early on. She loves rolling up her sleeves, getting scrappy, and doing whatever it takes to drive success.</p><p>The thrill of project management combined with genuine connection with people makes customer success the perfect space for her.&nbsp;</p><p><br></p><p>Now Kimberly’s fortunate to lead a team of remarkable CSMs. It's deeply fulfilling to help them grow into their own as professionals.&nbsp;</p><p><br></p><h2>Be on the pod!</h2><p>Did you enjoy this episode? If so, please subscribe to the CS School podcast and leave a rating and/or a review – we appreciate your support! Alternatively, you can speak to us on our socials, or get involved with the discussion on the Customer Success Collective <a href="https://www.customersuccesscollective.com/customer-success-community/" rel="noopener noreferrer" target="_blank">Slack channel</a>.Have you got something to say? Perhaps you wanna be on the podcast, or know someone who’d be a great guest? Get in touch, contact hello@customersuccesscollective.com. 📩</p>