This article will help you understand, create and leverage User Segments in CustomerSuccessBox.
Who’s this for?
If you are responsible for setting up CustomerSuccessBox (and specifically in charge of setting up Segements, Health 360, Milestones, Alerts), you are at the right place. This article will help you with segmenting your users on basis of your business-level grouping and how you can utilize this grouping throughout your CustomerSuccessBox.
User Segments will enable you to efficiently manage similar users, by grouping them on basis of common attributes.
User segments 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 user journeys for each segment that you have configured. Hence, it is essential to make sure that each of the users is put into the correct segment as per your business requirements. Depending on how you setup segments, it’s perfectly possible for a user to belong to multiple segments at any given point-of-time.
You can configure User Segments for your team from ‘Segments (funnel icon) > Users > Add User Segment
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 Users listing view.
To view the Users in a segment, click on that specific segment name.
On adding or editing a new segment, you can define the attributes and metrics that must match for a User to be a part of a segment.
Leveraging User Segments
Segment users based on common parameters
Every user is different and it is not possible to give each and every user individual attention. With User Segments you will be able to group similar users based on common parameters like
- Account level attributes like industry, MRR, contract amount, product/plan purchased
- Role/title of the user eg: CEO, Director of Sales, Admin, Developer, Project Manager etc.
- Active/inactive users
- Last time the user logged in
- Number of times a critical feature/module was used
- Number of touchpoints over a specific time period
Configure User Journeys for Users in a segment
User Journeys in CustomerSuccessBox will facilitate automated workflows for Users, in order to move Users in a Segment along to the next logical lifecycle stage and/or Guide Users a segment to meet product milestones and/or business outcome specific to a lifecycle stage
Refer to the the User Journeys section to learn how to configure user Journeys
You can use ‘Segments’ tab on User listing view to filter down to Users belonging to a specific segment
In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,