The Empratic Consulting team reviewed their existing segmentation which was entirely ARR based. The model was useful for determing sales coverage, but it also left many key accounts uncovered and undeveloped. The Empratic team reviewed the key factors that drove ACV growth for customers using data from the last 3 years.

Based on these factors, a new segmentation strategy was developed based on 7 segments. Each segment aligned to a specific growth profile of a customer. Customer was more growth potential, more cross-sell opportunity, and more engaged in transformation work were prioritized with more resources across the customer journey.

By aligning coverage models from the pre-sales, sales, and customer success organizations, the Client was able to cover more of its ARR then ever before without adding additional headcount. Additionally, the coverage was more effective as the ideal resources were positioned where they would have the greatest impact.

Based on the new segmentation model, the Client observed both Gross Retention and Net Dollar Retention improved dramatically over the next year.