What methods do you use to personalize the customer experience?

Having a Customer Success Platform (CSP) is crucial to be able to personalize the customer experience. You should not even attempt to personalize without a CSP that will allow you these crucial things:

1) relating users to an account and the total spend of that account (this helps you prioritize since none of us have enough time to do everything)

2) setting benchmarks for what healthy usage looks like for different types of users

3) track user behavior against those benchmarks

With this type of system, you then know who is who and what they're doing. Without that information, how on earth could you personalize anything meaningful for a customer or user? The goal of personalization is to identify how the user can get more value out of your solution. This can range the gamut from prompts in-product if a user is missing using some key functionality or tool or email messaging to inform users of new releases that they likely are going to be able to leverage.