FAQs on segmentation, Segmentation, marketing automation

FAQs on Segmentation

1. What are the benefits of segmentation?

Segmentation allows you to classify your customer base depending on the way they interact with your company. It gives you a platform to take cues from their buying pattern and categorize them into different groups like not interested, visiting customers, interested buyers, high spending, and occasional buyers. 
Once you understand which category your customers belong to, you can personalize marketing strategies and selling experience resulting in higher customer satisfaction and conversion. 
Read more about benefits of segmentation, here.

2. Where can I see the segmentation history of a record?

Once you create a segmentation, a section called  Segmentation  will be added to the record detail page. Here, you can view the complete details of the customer's purchase such as their previous score, the monetary value, when they purchased, number of purchases, and the amount they spent.

3. How long it will take to calculate the score for the records once I publish the segmentation?

It will take at least 24 hours from the time of publishing to display the segmentation label on the records. 
Read more about labelling, here

4. Can I filter records using the segmentation fields?

Yes, you can filter the records using the fields - Segment label and Segment Score (RFM values) in the advanced filter of the module to which the segmentation is applied.

5. The purchase details are displayed but the segmentation label is not updated?

The purchase date, count, and amount of a record will be updated once a purchase is made or values are entered into the respective fields manually or through automation. However, the RFM scoring and label will be updated every 24 hours from the time you published the segmentation.

6. Is it mandatory to set the score and criteria?

Yes, it is mandatory to set the score and criteria if you are using the manual method of calculation.
In automatic calculation, the system takes in to account the highest and lowest values for the RFM metrics and calculates the score based on percentiles and segments the records.
The automatic method is only available in the Ultimate edition. 
Read more about setting score ranges, here.

7. Can I use criteria other than RFM to segment the records?

No, segmentation can only be performed with the recency, frequency monetary (RFM) metrics. This is a system-defined model that cannot be changed.
Read more about RFM metrics, here


8. Can I set time as a criteria in the Recency Date field?

No, even if you are allowed to use both date and time fields for recency, only the date will be used in the criteria.




Read more about selecting RFM fields,  here .

9. Can I set the segmentation with two score ranges?

No, it is not possible.  m inimum  of  three score range s  is required for each metric . Read more about setting score ranges, here .

10. If I make changes to the scoring scale, will this affect my existing record segmentation labels and scores?

Yes, if the scoring scale is changed, the evaluation will be reset and the existing scores will be recalculated based on the new scales. The new labels will be generated for the records.  
Read more about adjusting the percentile bar and score range, here.

11. How can I set the score for each label?

There are two ways segmentation scoring can be done:
  1. Manual 
  2. Automatic (available only in the Ultimate edition)
The segmentation score is set in a range of 1-5 by default. You can adjust the score range by moving the slider to the desired position like 1-2, 1-3, or 1-4. 
Once the score range is set, you can choose either a manual or automatic method of calculation for assigning the segment labels to records.

Manual: You have to define the criteria manually and set the score for the system to use to compute the R, F, and M scores.

For example:
  1. Enter the score of the Recency score as 5 if the closing date is "between this week and last week" or "is not last month". Similarly, the score will be 4 if the recent purchase time is "till yesterday".

  1. You can set that if the number of deals is more than 8 in the Frequency field, the score will be 5 and if it is between 5and 10 the score will be 4, and so on.

  1. In the Monetary field, set the score as 5 if the amount spent is more than $1500 and 4 if the amount is between $800and $1200.

Automatic: The system will automatically compute the RFM score using the percentile method. The entire data set is divided into five parts (to give scores within a range of 1-5) with distribution at the 20th percentiles. This means that each RFM score will be split across the percentiles percentile: 0 to 20, 20 to 40, 40 to 60.

For the recency score, the dataset will be arranged from the most recent purchase to the oldest purchase. For example, if themost recent purchase was a week ago and the oldest purchase was 6 months ago, CRM will set these two times as the boundaries and draw the percentiles within this time period. The scores will change at every 20th percentile.
Similarly, for frequency and monetary fields the datasets will be arranged from the highest to lowest occurrence and highest to lowest value respectively.

12. Can I replace the value in a segmentation label manually?

No, you cannot edit the label. It is a system-generated label that is calculated based on the scores and the criteria configured by the admin.
Read more about creating labels, here.

13. Is frequency calculated automatically both by count and by field?

No, frequency is only calculated automatically by the system by count. The calculation is based on a lookup field or a related record in the contributing module that indicates the number.
If you select By field, you will have to enter a value manually (for example, using a custom "Number of
purchases" field) which the system will use to calculate the frequency.
Read more about selecting RFM fields, here.

14. Can segmentation values be viewed in Zoho Campaigns and Zoho MarketingHub?

Yes, the segmentation results, i.e., recency, frequency, and monetary values for each contact, will be displayed in the Zoho Campaigns and MarketingHub platforms only if these platforms are integrated with the CRM account. 

15. Can the segmentation scores be mapped with the Zoho Campaigns fields?

Yes, the segmentation scores and labels can be mapped with the fields in Zoho Campaigns.
Read more about segmentation scores, here.

We hope that this list of frequently asked questions about segmentation is informative. If you still have questions that haven't been addressed, please let us know  here. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below :)

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                        Still can't find what you're looking for?

                        Write to us:  support@zohoforms.com


                              




                            

                          Zoho Marketing Automation

                            Zoho Sheet Resources

                             




                                Zoho Forms Resources


                                  Secure your business
                                  communication with Zoho Mail


                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times


                                    Carry your calendar with you
                                    Anytime, anywhere




                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now


                                                Zoho SalesIQ Resources



                                                    Zoho TeamInbox Resources



                                                            Zoho DataPrep Resources



                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW


                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now











                                                                                      • Related Articles

                                                                                      • Marketing Attribution

                                                                                        Why do Businesses Need Marketing Attribution? Marketing campaigns play a crucial role in any business, as they help one ensure a better consumer reach and awareness. Most companies prefer integrated campaigns since multiple channels ascertain much ...
                                                                                      • Segmentation

                                                                                        Customer segmentation is the process of categorizing customers based on common characteristics such as their region, industry, product preference, or revenue generated. It is a powerful technique that helps companies better address their customers' ...
                                                                                      • What are the benefits of segmentation?

                                                                                        Segmentation allows you to classify your customer base depending on the way they interact with your company. It gives you a platform to take cues from their buying pattern and categorize them into different groups like not interested, visiting ...
                                                                                      • What do attribution models do?

                                                                                        Marketing campaigns can run for weeks or months before the customers decide to make a purchase or do business with you. You need to understand which campaign drives the customer towards deciding to make a purchase and which one had the least impact ...
                                                                                      • Can I configure different attribution models for different campaigns?

                                                                                        No, you cannot use different models for different campaigns, because the attribution model works on the entire sales stage and takes into account all the campaigns that participated in one sales cycle. As a result, the model that you choose will be ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace

                                                                                        Resources

                                                                                        Videos

                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                        eBooks

                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                        Webinars

                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.



                                                                                          Zoho Show Resources