Customer Segmentation and Coverage Model

Decide which customers get which experience on purpose, then staff for it with numbers you can defend.

Every CS team has a segmentation model. Some of them are written down. The unwritten version gives the biggest logos the most attention, the loudest customers the next most, and everyone else whatever time is left on Friday afternoon. This model scores every account on the same criteria, sorts them into segments, and shows you exactly where you're short on coverage.

Score each account on five weighted criteria: ARR, complexity, growth potential, strategic importance and level of support needed. Rename any of them to fit your business. The weighted score lands each account in one of four segments you name, and overrides need a written reason. Then set the engagement model, accounts per CSM and maximum ARR per CSM for each segment, and the model calculates the CSMs you need against the CSMs you have. Write down the service commitments every segment gets and check each CSM's book in one place. Low ARR doesn't mean low service. It just means different delivery.

What's included

• Customer Segmentation and Coverage Model template in Excel, plus a make-a-copy link for Google Sheets

• 5 tabs: start here, criteria, accounts, coverage and lists

• 5 weighted scoring criteria and 4 segments with thresholds you set

• CSMs needed by segment, written service commitments and workload by CSM

• A step-by-step PDF guide with a made-up worked example, a four-week rollout plan and the mistakes to avoid

• A Steal This coverage model check

Who it's for

CS leaders building or redesigning a team, and anyone who has to explain a headcount number to a CFO.

How it works

Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.

Bundle and save

This template is part of the CS Operating Model Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.