Segmentation

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Last updated: Jan 22, 2018 by Persia Xenopoulou (Deactivated)
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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.

Segmentation functionality

  • Create reusable segment criteria templates (to speed up the process)
  • Preview segments and export them for analysis 
  • Include customers in a list, even if they do not comply with the defined criteria

  • Activate subscribers, notify customers regarding promotional offers, apply special rates.

     

Using Segmentation

Segment criteria templates

Foundation > Segmentation > Manage 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.

Template fields

The table describes the sections of Segment Criteria Templates Data Entry page and explains how the fields in the page are used.

 Mandatory   Configurable

Main Information

Entity: Determines the type of information that will be grouped in the segment and the filters or the queries that can be defined each segment. The supported segment entities are the following:

  • Contact Information
  • Subscriptions
  • Accounts Receivable
  • Activities
  • Jobs
  • Rewards Participants
  • Award Transactions
  • Spend Transactions
  • Award Expiration Transactions
  • Service Requests
  • Payment Gateway Cards
  • Payment Gateway Requests
  • Payments
  • Bills
  • Buy in Advance Requests
Criteria
Used for segmenting the information and specified using a CRMQL query.  An auto-complete feature is available while typing the CRMQL queries and their correctness is validated on saving the template.

 

Segments

Foundation > Segmentation > Manage 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 used in Price Plans 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.

Segments fields

The table describes the sections of the Segments Data Entry page and explains how the fields in the page are used.

 Mandatory   Configurable

Main Information

Entity: Determines the type of information which will be grouped in the segment and the filters or the queries which can be defined each segment. The supported segment entities are the following:

  • Contact Information
  • Subscriptions
  • Service Requests
  • Accounts Receivable
  • Bills
  • Activities
  • Jobs
  • Rewards Participants 
  • Award Transactions
  • Spend Transactions
  • Award Expiration Transactions
  • Payment Gateway Cards 
  • Payment Gateway Requests
  • Payments
  • Buy in Advance Request

Entities defined on segment criteria templates are set automatically.

Life Cycle State: 'Draft' or 'Posted'.

The CRMQL query must be correct for the segment to be saved as 'Posted'.

Criteria

Criteria Template: Select a template to load predefined CRMQL queries into the criteria area.

Criteria for segmenting the information can be specified through a CRMQL query. The query can be created from scratch (an auto-complete feature is available) or by selecting a template.

Mandatory on Conditions: The criteria are mandatory if the segment is saved as 'Posted'.

Exceptional Items
Define a set of items that should be included in the segment regardless of specified criteria. The type of information that can be added to the exceptional items depends on the selected entity. Use the 'Manage Exceptional Items' action available from the Actions Menu to add or remove items from a segment.


Creating and processing segments

Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).

Selecting and creating a segment

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 an entity and provide a 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.

 

 SaveSave as draft
Postconditions

The CRMQL query must be correct to save a segment as 'Posted'.

The CRMQL query does not have to be correct for the segment to be saved as 'Draft'.

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.  You can also add/remove Exceptional Items to/from a posted segment by using Manage Exceptional Items from the Data Entry page Actions menu.

 

Previewing and exporting segments

You can preview a number of the records that will be included in a segment through the Preview Segment modal, accessible by clicking PREVIEW from the Actions menu.

It is also possible to view a comprehensive list of the records included in a segment by exporting them as a CSV file.  From the Preview Segment modal, click on ACTIONS > EXPORT > DOWNLOAD.  

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)

Applying business flows on segments

As shown in the table below, several system processes use segments.

Entity
How segments are used by the module
RewardsUsed by reward offers as award conditions. Participants from a specific segment can be eligible to be awarded or can be excluded.

Provisioning

  • Conax Contego
  • Nagravision
  • EXSETSMS

Segments are included in provisioning provider fingerprinting run criteria to include or exclude subscribers from being sent a fingerprinting message.

Additive Discount

Segments are included in additive discount definition criteria to include or exclude customers from being eligible for the discounts.

Price PlansSegments are included in conditional price plan conditions to allow (or prevent) customers from being billed from a specific price plan.
Notifications

Segments are included in notification types to include or exclude customers from being notified.

 

Segmentation Business Examples

Creating segments for use in notifications and discounts

Apply discounts on segments

Scenario 1

Company ZX wants to offer a discount to its subscribers on the month of their birthday.

Solution

Configuration

Segments

  • Create the following Segment:
    • Name: Subscriber - birthday month  
    • Entity: Accounts receivable

    • Criteria: 

      accounts_receivable.contact_information.month_of_birth = current_month()

 

Additive Discount

  • Create an auto apply discount for subscriptions.
  • In the Discount Settings section, under Number Applied Discounts, define that the discount should be applied once a year.
  • Add the segment in the non-usage segment criteria.

 

Notification

  • Create a notification type for subscriptions.
  • Create a communication template which will wish the subscriber a happy birthday and inform them of the discount:

    Dear #subscription.accounts_receivable.name  

    Happy Birthday !!!

    We value our customers and would like to celebrate your birthday with you by offering you a 50% discount on your current subscription fee for this month for subscription:  #subscription.number  

    Best Regards

    Company ZX Team


  • Add the segment in the notification criteria.
  • Execute a notification run before the billing is executed so that the customers are informed of the discount.

 

Process

During billing, the system will retrieve the segment of subscribers who have their birthday during the current month and will discount their monthly bill.


Using segment templates  

Create segments using a template

Scenario 2

Company ZX wants to identify non-VIP customers that owe money to the company for use in various business processes. 

Solution

Configuration

Segment Criteria Template

  • Create the following Segment Criteria Template:
    • Name:  Accounts receivable in debt excluding VIP
    • Entity: Accounts receivable
    • Criteria:
      accounts_receivable.balance > 0
      and accounts_receivable.credit_status = "Exceeded"
      and accounts_receivable.classification!= "VIP"

Segment

  • Create the following segment using the above template:
    • Template: Accounts receivable in debt, excluding VIP 
    • Name: Accounts receivable in debt, excluding VIP

 

Exporting segments

Export a promotional segment

Scenario 3

Company ZX wants to export a segment of contacts that have their birthday in November for checking purposes.

Solution

Navigate to the corresponding segment:

  • Actions > Preview
  • Click on Export.
  • Click on the Download button at the bottom of the Preview screen.
  • Go to the Downloads folder.
  • Open the .CSV file 

 

CRMQL Query Examples

The following are examples of CRMQL. For a comprehensive list of all the available entities and a description of the syntax of CRMQL, refer to Using CRM Query Language.

 

 

Notes

If you are using a previous release, view CRM.COM Release Changes.