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 also as identification criteria by business processes, for example, to group newly activated subscriptions and send them a welcome message.

Creating and Using Segments

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

By using the Included in Segments and Excluded Segments attributes found under the 'Segments' or 'Conditions' 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 to determine whether discounts can be applied to the selected group of records based on the conditions specified, and in processes to apply actions on specific groups of records in one flow.

Creating Segments

Specify the search criteria that match the segment you are interested in or click on NEW to create a new segment. Enter a name for the new segment, and in the Criteria area enter the criteria based on which the information will be selected, this can be done using CRMQL query or alternatively select the Use Graphical Syntax button for assistance in creating the criteria - refer to the CRM Query Language manual for further details. SAVE the segmentation definition when it's complete, or select SAVE AS DRAFT which allows the CRMQL query to be saved without it being correct so that it can be edited at a later stage.

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Modifying a segment

Use EDIT from the Segments summary screen to enter edit mode and update the segment definition. Segments can be edited in both 'draft' or 'posted' life cycle states, but the entity cannot be modified in any case.

Including specific records in the segment

You can define specific records that should be included in the segment regardless of the specified criteria. The type of information that can be added to the static items depends on the selected entity. Use the Add Static Items action available from the 'Actions' menu to Add static items manually or Add static items through csv file. The successfully added static items can be viewed from the 'Static Items' section at the bottom of the screen. To remove any static items just select Delete 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 an Excel file through the 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 Name or the Contact Name depending on whether the entity is an account-based or a contact-based entity.

• The Accounts Name is available when previewing segments for:
  • Bills
  • Buy In Advance Requests
  • Credit Notes
  • Invoices
  • Invoice Cancellations
  • 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 Name is available when previewing segments for:
  • Activities
  • Leads

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Using segments throughout the system