This article will help you understand, create and leverage Account Segments in CustomerSuccessBox.
Who’s this for?
If you are responsible for setting up CustomerSuccessBox (and specifically in charge of setting up Health 360, Milestones, Alerts), you are at the right place. This article will help you with segmenting your accounts on basis of your business-level grouping (think Plan, Contract Value, Customer Lifecycle stage), and how you can utilise this grouping throughout your CustomerSuccessBox.
Every account is different but it is not possible to give each and every account individual attention. To help you efficiently manage similar accounts, you can segment your accounts on basis of common attributes.
Account Segments are used to group accounts with similar attributes, and are refreshed daily. You can force update a segment at any time by simply editing and saving the segment (no change needed).
You can setup unique health configuration for each segment that you have configured. Alerts and Milestones can also be narrowed down to accounts belonging to specific segment(s).
Hence, it is essential to make sure that each of the accounts is put into the correct segment as per your business requirements. Depending on how you setup segments, it’s perfectly possible for an account to belong to multiple segments at any given point-of-time.
You can configure Account Segments for your team from ‘Settings (funnel icon) > Segments > Account Segments.
Also, you can re-order the segments by clicking on the 6 dots on the left side and rearranging as per your requirements. The order defined here defines the ordering in which Segment filters show up as tabs on Account listing view.
To view the accounts in a segment, click on that specific segment.
On adding or editing a new segment, you can define the attributes and metrics that must match for an account to be a part of a segment.
Leveraging Account Segments
Define Health configuration for a segment
Check Configuration section of Configure Health 360 article
Narrow down an Alert or Milestone to Accounts belonging to specific segment(s)
You can select the applicable segment(s) for an Alert or a Milestone while configuring it. Check Configuration section in articles.
You can use ‘Segments’ tab on Account listing view to filter down to Accounts belonging to a specific segment