Send us a textSummaryKeith Hanks introduces a groundbreaking perspective on customer profiling by distinguishing between the Ideal Customer Profile (ICP) and what he terms the Actual Customer Profile (ACP). Drawing from his extensive experience in client success and program management, Hanks emphasizes the critical shift that occurs post-contract signing, highlighting how organizations must adapt their approach to serve and understand their existing customer base effectively.Detailed AnalysisThe Evolution of Customer ProfilesThe discussion reveals a fundamental transformation in how businesses should approach customer relationships in the modern era. Hanks introduces the concept of "love your customers, tolerate your prospects," emphasizing the distinct difference between pre-sale targeting and post-sale reality. This perspective challenges traditional customer profiling methods by acknowledging the gap between theoretical ideal customers and actual client relationships.Impact of Modern Work DynamicsA crucial insight emerges regarding the changing nature of customer relationships in the post-COVID landscape:Decreased tenure of client contacts due to remote work flexibilityReduced impact of non-compete clausesAccelerated need for re-onboarding and re-engagement strategiesGrowing importance of adaptable customer success strategiesCross-Functional ImplicationsThe analysis highlights the necessity for enhanced cross-functional collaboration:Integration between sales, marketing, and product teamsNeed for ongoing comparison between target profiles and actual customer behaviorImportance of adaptive learning and engagement strategiesFocus on developing next-generation power usersStrategic RecommendationsRegular assessment of actual customer profiles against ideal customer profilesDevelopment of micro-learning opportunities for evolving customer needsImplementation of power user identification and development programsCreation of adaptive engagement strategies for varying customer tenuresIntegration of AI tools for streamlined customer understandingBusiness Impact ConsiderationsShorter CRO tenures (averaging 17 months) affecting strategic continuityNeed for robust customer success metrics aligned with actual usage patternsImportance of identifying and nurturing power usersFocus on sustainable customer relationships over initial targetingNow you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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