Case Study: Suzy achieves stronger customer loyalty and retention with Segment

How Suzy built data connections across its B2B and B2C businesses with Twilio Segment and increased customer loyalty

Suzy, an end-to-end consumer insights platform serving both B2B and B2C customers, needed a way to centralize and standardize customer data across its businesses. It turned to Segment and Twilio Segment’s customer data platform to create a single source of truth and support more meaningful, data-driven engagement and product development.

With Segment, Suzy unified customer data, activated real-time insights across tools like Braze, Mixpanel, and Google Tag Manager, and improved coordination between product, audience, and customer success teams. The impact included a 36% improvement in user retention from Segment-triggered B2C emails and a 2.5x increase in weekly active team members analyzing customer data, while also enabling faster, more personalized customer communications.

Suzy

Kevin Gammariello

VP of Product Analytics and Engagement