topic Re: Any Customer segmentation ideas or hacks in Tips, Tricks & Best Practices

Any Customer segmentation ideas or hacks

dhmorta01 — Thu, 21 Jul 2022 05:53:32 GMT

Hi Folks,

We need to further filter our Contacts into "current" and "former" customers" to start a re-engagement campaign, but we are unable to add any new Options to the Default LifeCycle property!

WHat is the best practices to sort Customer contacts based on their Active or Inactive status? Should we just create a NEW Property and update 5,000 records?! Seems to be a lot of work.

Any suggestion or help would be appreciated.

Re: Any Customer segmentation ideas or hacks

kvlschaefer — Thu, 21 Jul 2022 19:33:38 GMT

Hi @dhmorta01,

Thanks for reaching out!

I would like to invite our subject matter experts to this conversation.

Hi @danmoyle, @Mike_Eastwood, @Josh, @stuartbalcombe - How would you segment contacts based on their active or inactive status? Do you have any tips for @dhmorta01?

Thank you!

Best,

Kristen

Re: Any Customer segmentation ideas or hacks

stuartbalcombe — Thu, 21 Jul 2022 20:58:29 GMT

Hey @dhmorta01 really interesting question, thanks for the tag @kvlschaefer!

I’d propose setting up a workflow to handle this both for the 5000 records you have currently but also for any that are added in the future.

Do you have a piece of data that tells you whether a customer is active or not?

My first thought would be to use whether a deal is currently in a specific stage (like “closed won”) or has previously been in that stage but is not anymore. I think you’d still need to have some kind of status property, but you wouldn’t have to do any manual updates.

Let me know what you think of this approach.

Here are the steps in the workflow:

Trigger: Deal Stage is Known

Logic:
Current Customer = Deal stage is any of "Closed Won"
Inactive Customer = Deal stage has ever been any of "Closed Won" AND Deal stage is none of "Closed Won"

Action:
Current Customer: Set all associated contacts lifescycle stage to "Customer"
Inactive Customer: Set all associated contacts "Status" to "Inactive"

Workflow screenshot below:
Active vs Inactive customer status workflow

Re: Any Customer segmentation ideas or hacks

kreastman15 — Mon, 23 Oct 2023 16:08:54 GMT

Hi @stuartbalcombe - So we are trying to do something similiar with a bit more sophistication and I can't seem to wrap my head around what is needed. We have the following data properties to use to define the following "customer status."
Closed Won Deal
Closed Date Actual
Work Start Date
Program End Date

We want to use the above properties to determin the below customer statuses.

Onboard: after closed won deal and before work start date
Active: time between work start date and program end date
Churn: no program active for over 365 days
Inactive: program ended, no other active programs, within 364 days
Retained: active status for over a year
Winback: if they have a program start date after a year of non-activity

We could have contacts that are lifecycle stage Customer and could be associated to multiple deals/programs.