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EP031: The Segmentation Grid Behind Every CS Strategy
Jay walks through the customer segmentation workshop he ran this week — a deliberately simple grid of lifecycle stage, engagement model, and health status that gets leaders to say what should happen in the business before anyone argues about tools. Plus: what "harness lock-in" means for your AI stack, and why the customer quote you read never lands like the one you watch.
KEY TAKEAWAYS
Segment before you strategize: Product attachment, lifecycle stage, engagement model, health status — four inputs, and every row of the grid is a real situation to solve.
Managed vs. scaled: Either an account…
The skinny
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