Overview

Segmentation is the process of creating groups of records (segments) based on common business characteristics.  Segments can be created by using CRMQL (CRM Query Language), a business query language developed by CRM.COM.  They are used for statistical calculations and as identification criteria by business processes, for example, to group newly activated subscriptions and send them a welcome message.

It is also possible to create reusable segment criteria templates (to speed up the process)

Segment Criteria Templates

Segment criteria templates can be used to create new or modify existing segments, making it possible to edit and reuse queries instead of writing them from scratch. Each segment criteria template is specific to an area in the system referred to as 'Segmented Area' It actually determines the type of information that will be grouped in the segment and the filters or the queries that can be defined each segment. Once the segmented area is selected the query used to identify the records included in the group is written using the CRMQL.

Save the templateand use it when creating segments to speed up the process.

Segments

Segments group records based on common characteristics by using conditions defined in CRMQL (CRM.COM Query Language).   

By using the Included in Segments and Excluded Segments attributes found under the segments tab of some modules, the system can effectively select which records should be affected by (or excluded from) an action.  

Segments are also used in Pricing Strategy and Additive Discounts to  and Additive Discounts to determine whether plans and discounts can be applied to the selected group of records, and in processes to apply actions on specific groups of records in one flow.

Creating Segments

Specify the criteria that match the segment you are interested in or click on NEW from the Actions' menu to create a new segment. Select a Segmented Area and one of the available Criteria Templates or provide a new CRMQL query (or select a template) and SAVE the segment.  If SAVE AS DRAFT is selected, the criteria can be committed and the CRMQL query can be saved without being correct.

Back to top

Modifying a segment

Use EDIT from the Actions' menu to enter edit mode and update the criteria.  This will result in a different segment. The template and criteria can be edited in both draft or posted segments, but the entity cannot be modified in any case.

Including specific records in the segment

Define a set of records that should be included in the segment regardless of specified criteria. The type of information that can be added to the static items depends on the selected entity. Use the 'Manage Static Items' action available from the Actions Menu to add items from a segment. If you would like to remove specific items then just click on the remove icon next to the item.

Previewing and exporting segments

You can preview a number of the records that will be included in a segment through the Matched Items section

It is also possible to view a comprehensive list of the records included in a segment by exporting them as a CSV file through Export button in the Matched Items section

Segment preview information includes: 

1. Entity ID
2. Entity number (where applicable)
3. Entity name
4. Entity alternative code (where applicable)
5. Entity description (where applicable)

Preview information additionally displays either the Accounts Receivable Name or the Contact Information Name depending on whether the entity is an account receivable-based or a contact information-based entity.

• The Accounts Receivable Name is available when previewing segments for:
  • Bills
  • Buy In Advance Requests
  • Credit Notes
  • Invoices
  • Invoice Cancellations
  • Jobs
  • Payments
  • Payment cancellations
  • Payment gateway cards
  • Payment gateway requests
  • Refunds
  • Rewards Participants
  • Award Transactions
  • Spend Transactions
  • Award Expiration Transactions
  • Service Requests
  • Subscriptions
  • Wallets
  • Write Offs
  • Subscription Actions
• The Contact Information Name is available when previewing segments for:
  • Activities
  • Leads

Back to top

Using segments throughout the system

Business Flows

contact_information.type = "Person" 
and exist(contact_information.address.area = "Nicosia")

contact_information.type="Person" 
and contact_information.month_of_birth = current_month() 

contact_information.type="Person" 
and contact_information.month_of_birth > current_month()
and contact_information.month_of_birth <= (current_month()+1) 

subscription.type = "Normal" 
and exist(subscription.service.life_cycle_state = "Effective")

subscription.type="Normal" 
and not exist
(subscription.service.life_cycle_state="Effective" 
and subscription.service.product= "movies" )

subscription.type="Normal" 
and exist(subscription.service.life_cycle_state="Not Effective" 
and subscription.service.life_cycle_state_start_date <= day_end() 
and subscription.service.life_cycle_state_start_date >= days_before(day_end(),15) )

accounts_receivable.balance > 0 
and accounts_receivable.credit_status = "Exceeded" 
and accounts_receivable.classification!= "VIP"

accounts_receivable.life_cycle_state="Active"
and not exist(accounts_receivable.presentment_preference.presentment_method="Email"
and accounts_receivable.presentment_preference.active=true)

bill.status = "Partially_settled" 
and (bill.outstanding_amount < 10
or bill.unsettled_amount < 10)

bill.due_date=month_end()
and not exist(bill.communication_queue.media="Email"
and bill.communication_queue.life_cycle_state="Completed")

bill.due_date=month_end()
and exist(bill.communication_queue.media="Email" and bill.communication_queue.life_cycle_state="Rejected")
and not exist(bill.communication_queue.media="Email" and bill.communication_queue.life_cycle_state="Completed")

activity.type="Installation" 
and activity.life_cycle_state = "In progress" 
and activity.estimated_completion_date < day_start()

job.type="Maintenance" 
and job.life_cycle_state = "completed" 
and job.actual_completion_date < day_start() 
and job.actual_completion_date >=days_before(day_start(),1)

rewards_participant.sign_up_date >= day_start() 

rewards_participant.sign_up_date >= day_start() 
and exist(rewards_participant.participating_reward_scheme.name="New Customers")

award_reward_transaction.submitted_date >= week_start()
and award_reward_transaction.submitted_date <= week_end()
and award_reward_transaction.reward_offer.number="00034

spend_reward_transactions.total_amount > 10
and (spend.reward_transactions.submitted_by_unit="Sales Department 1" or spend.reward_transactions.submitted_by_unit="Sales Department 2" )

service_request.classification ="Request for Change" 
and service_request.life_cycle_state = "completed" 
and service_request.actual_completion_date < day_start() 
and service_request.actual_completion_date >= days_before(day_start(),1)

payment_gateway_card.payment_gateway_provider="Stripe" 
and (
   payment_gateway_card.expiration_year=current_year() 
   and payment_gateway_card.expiration_month=(current_month()+1)
   or
   (
      payment_gateway_card.expiration_year=(current_year()+1) 
      and payment_gateway_card.expiration_month=1 
      and current_month()=12
    )
)

payment_gateway_card.payment_gateway_provider="Stripe" 
and payment_gateway_card.security_code_check_result=FAIL

payment_gateway_request.payment_gateway_provider="Stripe" 
and payment_gateway_request.life_cylce_state="REJECTED" 
and payment_gateway_request.created_date<=month_start()

payment_gateway_request.payment_gateway_provider="Stripe" 
and payment_gateway_request.life_cylce_state="POSTED" 
and payment_gateway_request.created_date<=month_start()

payment.type="Web Payments" 
and posted_date <= day_end() 
and posted_date>= day_start()

posted_date<= day_end() and posted_date >= weeks_before(day_end(),1)
and payment.voucher.life_cycle_state="Used"

posted_date <= day_end() and posted_date>= day_start()
and not exist(payment.communication.direction="Outgoing"
and payment.communication.media="Email"
and payment.communication.life_cycle_state="Completed")