Enterprise vs. SMB Customer Success

Enterprise and SMB customers require different approaches for optimal results.

Here are the key differences:

Segmentation

Enterprise

Enterprises have complex decision-making structures that often require seasoned CSM profiles to drive strategic initiatives.

SMB

Smaller organizations focus on agility that requires hands-on support.

Challenges

Enterprise

• Company Dynamics
  Enterprises often operate with heavier bureaucracy that requires a more strategic approach and patience.

• Top Priorities
  Scalability, security, and reliability are paramount.

  This often needs a dedicated CSM.

• Challenges
  Complex environments, extended sales cycles, and laser-adapted strategies.

SMB

• Unique Needs
  Need for flexibility and customization, often pushing product boundaries for niche solutions.

• Limited Budgets
  Resource constraints often impact CS initiatives.

• Automation
  Given the large number of accounts to handle, leveraging automation to drive relationships is key.

And That’s It

Regardless of the customer type, active listening and understanding your customers inside out are fundamental.

Stick to this as your North Star and adapt your strategies accordingly.

And don’t make the following mistakes:

7 Biggest Mistakes People Make in Customer Success

I hope that helps,

-Hakan.