184. Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa - How should companies segment customers to drive better outcomes?

184. Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa - How should companies segment customers to drive better outcomes?

In this episode, we’re joined by Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa, the Value Experience Customer Service Platform empowering companies to deliver effortless, personalized experiences that drive customer loyalty. Trusted by leading consumer brands of the world, Dixa supports over 30 million conversations annually.

We talk to Karolina about how they go about segmenting customers, and specifically how to interact with each segment to drive real business value when you have a big pool of customers, and at times with very different characteristics. Here are some of the key questions we address:

- How do you personally decide what dimensions to segment on — revenue, usage, potential, lifecycle stage? Can you walk us through a real segmentation model you’ve used that worked well?

- Once you’ve segmented your customer base, how do you make that segmentation actionable across the team? Any tips for operationalizing it across CS, Sales, and Product?

- Have you ever had to rework your segmentation model because it wasn’t driving the outcomes you wanted? What triggered the change, and what did you learn?

- In lower-revenue or long-tail segments, how do you ensure customers still feel seen and supported without scaling your CS costs?

- For a CS leader who’s never done structured segmentation before, or for the ones that need to revisit this exercise, what would be your first three steps to get started?

Tune in to learn how Karolina and her team are making sure that every customer is getting the attention they deserve and need to not just stick around but also to expand their commitment to Dixa.

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154. Johan van Mil, Co-Founder & Managing Partner, Peak - What does it take to raise capital today for an early stage SaaS?

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153. Kevin Goeminne, CEO, CHILI publish - How to win the Fortune 500 game!

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152. Daniel Eisenberg, Head of Expansion, Deel - How data-driven growth strategies are accelerating Deel’s path to $1 billion ARR!

152. Daniel Eisenberg, Head of Expansion, Deel - How data-driven growth strategies are accelerating Deel’s path to $1 billion ARR!

In our latest episode, we’re catching up with Daniel Eisenberg, Head of Expansion at Deel, to dive into how the company is shaking up the global HR space. Deel has been on a fast track, expanding rapi...

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151. Jonas Jonsson, CEO, 4C Strategies - How a bundling of services and software can increase long term Software ARR!

151. Jonas Jonsson, CEO, 4C Strategies - How a bundling of services and software can increase long term Software ARR!

In this episode, we speak with Jonas Jonsson, CEO, 4C Strategies, the leading provider of organizational readiness and military training management solutions through their Exonaut® software and adviso...

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150. Stijn Smet, Head of Customer Success, Whale - How the CS team can leverage product usage data to unlock future revenue!

150. Stijn Smet, Head of Customer Success, Whale - How the CS team can leverage product usage data to unlock future revenue!

In this episode, we speak with Stijn Smet, Head of Customer Success at Whale, the AI-powered software for documenting processes and training employees. It helps companies systemize and scale by aligni...

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149. Bas Willems, VP Corporate & Product Marketing, DataSnipper - The Role of Product Marketing in Early-Stage Growth!

149. Bas Willems, VP Corporate & Product Marketing, DataSnipper - The Role of Product Marketing in Early-Stage Growth!

In this episode, we speak with Bas Willems, VP of Corporate and Product Marketing, DataSnipper, the Intelligent Automation Platform within Excel that accelerates the speed and quality of your audit an...

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148. Joliene van Grieken, Founding Partner, The Growth Syndicate - How to Create Demand!

148. Joliene van Grieken, Founding Partner, The Growth Syndicate - How to Create Demand!

In this episode, we speak with Joliene van Grieken, Founding Partner, The Growth Syndicate, a collective of experienced growth leaders focused on helping B2B software companies develop their in-house ...

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