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PH1 core capbility
YEARS EXPERIENCE
9 to 10 years
TYPICAL CLIENT
VP Product, VP Customer Success, Chief Revenue Officer
NECESSARY TIMELINE
Less than 2 months
Our POV
Averaged metrics hide the thing you need to know. A healthy aggregate retention number can contain one segment that renews without being asked and another that is quietly leaving, and the average tells you to do nothing.
Segment analysis separates them and explains the difference — not just which group performs worse, but what those customers were trying to do and where your product stopped matching it.
What We Do
Split the data properly. Segments built on behaviour and outcome rather than firmographics, using your own data where it is good enough and primary research where it is not.
Explain the gap. Interviews with both ends of the distribution — the customers who succeed and the ones who struggle — to find what actually separates them.
Prioritise the response. Which segments are worth investing in, which need a different product, and which were never a fit.
What We'll Deliver
Behavioural segmentation with performance by segment
Analysis of what separates successful customers from struggling ones
Research findings from both ends of the distribution
Early-warning indicators that predict a segment going wrong
Prioritised recommendations by segment, including where to disengage
Reporting your revenue and success teams can act on
When This is Essential
Aggregate metrics look acceptable but the detail is uneven
Churn is concentrated somewhere nobody has isolated
Customer success is firefighting without a pattern
Before deciding which segment to build the next release for
When a segment is being considered for exit
Combine With These Services
Customer & User Interviews — explain what the segmentation surfaces
Win/Loss Analysis — connect segment performance to why deals close
Surveys & Quantitative Research — size each segment properly
Part of Customer Research and Competitive Intelligence.
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Submissions