Segmentation Analysis

Segmentation Analysis

Segmentation Analysis is a set of dashboards that groups VoC insights on the basis of customer segmentation settings in your CRM account. This dashboard presents five charts and are as follows. The Segmentation Analytics category on VoC is designed to offer you insights about the sentiments and keywords from segmented customers based on their labels created using RFM values.


Analyzing customer behavior based on their recent purchase (R), frequent purchase (F), and monetary value (M) will help you decide on a better customer retention strategy. The different labels based on your customers' RFM scores help understand each customer's position in the sales cycle and take appropriate actions. The 5 charts lay out segmented customers based on scoring labels for these RFM values. These charts help organizations to address their customers' needs and behavior in a better way. This information will also help to market to each segment (group) more effectively and suitably.

When you have zillion customers in your CRM account from various region, industry, product preference, or revenue generated, you cannot assume that their business needs are all the same. Furthermore, it is not right to treat them all with the same kind of marketing strategy because what maybe good enough for one customer with a small business may not be even close to satisfaction for another business. This is because the business needs are completely different, which therefore calls for different marketing approach and strategies for each type of customer. Categorizing customers based on these common characteristics helps companies better address their customers' needs and behavior. They can also use the information to market to each group more effectively and appropriately.

 

Understanding this well, Zoho CRM has offered its customers the segmentation technique wherein, you segment your customers based on how many times have these customers made a purchase from you? When was their last purchase? Are they returning customers? How frequently do they purchase? A customer who made one large purchase three years ago may not be as valuable to you as a loyal customer who regularly makes smaller purchases. Analyzing customer behavior based on their previous purchases will help you determine a better customer retention strategy.
 
Zoho CRM uses the RFM metric for post-purchase segmentation. It evaluates the customers based on their recency (R), frequency (F), and monetary values (M). You can create different labels based on your customers' RFM scores to understand each customer's position in the sales cycle and take appropriate actions.
 
In Zoho CRM, Zia analyzes your customers' emails, calls, survey responses and support tickets and detects the sentiment behind the text by identifying certain keywords that it has already been trained to recognize. The Segmentation Analytics Dashboard displays charts to monitor and track the customer sentiments, emotions, intent, and keywords based on the labels created using the RFM values. The charts show the percentage of customers belonging to a particular segment expressing their emotion, intent, and sentiments in the form of responses which are captured as keywords by Zia in VoC.

1. Segment by Sentiment analysis

Closely packed tiles in the chart will display the percentage of labeled customers who express their sentiments in a positive, neutral or negative way. You can infer the actual number of labeled customers falling under one of these three sentiments.


2. Segment by Intent analysis

The chart will show the number of customers from a specific segment that have shown a particular type of intent for a survey. The intent will be captured as query, complaint, purchase or suggestion.


3. Segment by keyword responsible for Deals loss

You can view the number of deals lost in each segment based on the keywords spoken before the loss of deal.


4. Segment by Keyword Analysis

In this chart, you can view the keywords that have frequently been used by the customers belonging to a specific segment. You can also view the actual number of customers belonging to a specific segment who uttered these keywords.


5. Segment by Churn analysis

The chart will display the keywords responsible for churn. That is, you can view the actual number of customers from a specific segment that were churned and what were the keywords that the customer spoke.


    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


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION









                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            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 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

                                                                                                      • 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' ...
                                                                                                      • Cohort Analysis

                                                                                                        Some of the options mentioned in this document are being released in a phased manner and may only be available to specific users. What is cohort analysis? Cohorts are groups of users, customers, or data that share similar characteristics at any given ...
                                                                                                      • FAQs: 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 ...
                                                                                                      • Quadrant Analysis

                                                                                                        Some of the options mentioned in this document are being released in a phased manner and may only be available to specific users. What is quadrant analysis? You can measure or compare a limited set of business data using a chart or KPIs, but if you ...
                                                                                                      • Trend Analysis

                                                                                                        Assume you haven't been checking the progress of deal closure for a while and suddenly notice a drop in the revenue due to less number of closures. Now, unless you monitor the status manually, there are chances that you will miss important details ...
                                                                                                        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