Open Customers › Segments.
RFM Groups
Every customer who bought from you is placed in one group by recency (how recently), frequency (how often) and money (how much):
| Group | Who |
|---|---|
| Champions | Recent, and bought often |
| Loyal | Recent, and came back |
| New | First order, just now |
| Promising | One order, a while ago |
| At Risk | Have not ordered for a while |
| Can't Lose | Big spenders slipping away |
| Lost | Gone quiet for a long time |
Tap a group to see its customers, and SEND A CAMPAIGN to them. The days and orders behind the groups are in the RFM Groups card at the bottom (new within 30 days, at risk after 90, lost after 180, champions from 3 orders).
Your Own Segments
NEW SEGMENT, give it a name, and add conditions: Orders, Spent, Average Order, Last Order, First Order, Cash on Delivery Orders, Tag, City, State, PIN Code, RFM Group, Agreed to Emails and Has an Account. Choose whether customers must match ALL or ANY of them. The editor shows how many customers match and how many of them can be emailed. A segment updates by itself as customers order.
Questions
Is a guest a customer here?
Yes: everyone who ordered with one phone number is one customer, as on the Customers list.
How is "can't lose" different from "at risk"?
Both have not ordered for longer than the at-risk days. Those who spent the most of all your buyers (the top two fifths) are Can't Lose; the rest are At Risk. The first are worth a personal touch.
Why can fewer customers be emailed than are in a segment?
A segment holds every matching customer, but a campaign reaches only those who agreed to your emails and have not unsubscribed. The editor and the customer list say how many can be emailed.
Can I delete a segment that a campaign uses?
Not while a scheduled campaign is sent to it: unschedule the campaign first. A campaign that already went keeps its results.