Customer segmentation is the clustering of customers into target groups based on specific criteria. Grouping customers can save you time and effort as you can plan and perform activities or tasks at the group level instead of repeating the tasks for each customer. For example, you can create customer target groups or customer sets for a specific product and then plan tasks or activities for those groups or sets.
Required Editions
| Available in: Lightning Experience in Professional, Enterprise, and Unlimited Editions that have Consumer Goods Cloud enabled |
You can create a customer set with customers from different org unit hierarchies. For example, you can create a customer set for all grocery stores, irrespective of the account they belong to. As the tasks that reps perform at grocery stores are identical, grouping all grocery stores reduces effort and improves accuracy during planning.
Here are some of the tasks that you can perform on customer target groups or customer sets:
- Create activities targeted at your key customers.
- Create visits for customers facing an out-of-stock situation.
- Create visits to check assets only for customers who have assets or have reported an issue.
- Define different sales activities for field sales teams that are responsible for different states.
In a typical business scenario, you can be dealing with 20 customers, each with multiple stores, making manual creation of customer sets impossible. So, if you've created rule templates and rule definitions, then to create customer sets easily and quickly, create segmentation rules. When the rules are run, customer sets are automatically created.
Users who can work with the Customer Segmentation module have these roles and responsibilities:
| User Persona | Role |
|---|---|
| HQ Sales Manager | Manage customer segmentation. |
| Supervisor | Create activities that are part of store-related job lists and assign the activities to sales reps. |
| Sales Reps | Create visits for the assigned activities. |
| Business Admin |
|
- Create a Segmentation Rule Template in Retail Execution
To create segmentation rules and segregate them based on sales orgs, create segmentation rule templates. When you create a segmentation rule from a template, the rule is automatically applied only to the sales org that’s specified in the template. - Create a Segmentation Rule Definition in Retail Execution
A rule definition is a Salesforce Object Query Language (SOQL) query defined as a string with variables specified in a specific syntax with bound attributes. To create a segmentation rule, create a segmentation rule definition. When creating a segmentation rule, enter a value for the variables defined in the rule definition. - Add Segmentation Rule Definition Columns
Segmentation rule definition columns are definitions of placeholders that are added to a SOQL query in a segmentation rule definition. You can add one or more segmentation rule definition columns to a segmentation rule definition. - Create a Segmentation Rule in Retail Execution
To create customer sets, create segmentation rules using segmentation rule templates and segmentation rule definitions. You can use only the segmentation rule templates that are assigned to your sales org.