Skip to content
  • FR
  • FR
  • About Us

    ABOUT US

    • Who We Are
    • Metholodogy
    • Careers
    • Customer Portal
  • Services

    CRM CONSULTING

    • CRM Solutions
    • CRM Platforms
    • CRM Selection

    CRM IMPLEMENTATION

    • CRM Services
    • How It Works
    • What You Get
    • Cost Factors

    CRM OPTIMIZATION

    • CRM Optimization & Improvement

    CRM SUPPORT

    • Post-Implementation Support
  • Partners

    CRM PARTNER PLATFORMS

    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • App Marketplaces

    Inception & Strategic Roadmap

    • Business & CRM Consulting
    • CRM Platform Selection
    • CRM Roadmap & Strategy

    CRM Implementation & Systems Integration

    • CRM Roadmap Release Plan Execution
    • User Adoption & Training
    • Systems Integration

    CRM Optimization & Continuous Support

    • Post-Implementation Support
    • CRM Optimization & Improvement
    • Personalized Support
  • Industries

    INDUSTRIES

    • Credit Union
    • Bank & Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Museum & Cultural Venues
    • Transportation & Logistics
    • Retail & Distribution
    • Services
    • Cosmetics & Beauty
    • Nonprofit
    • Construction
    • Government
    • Healthcare
    • Technology
    • Food & Beverage
    • Tourism
    • Other
  • Resources

    RESOURCES

    • Articles
    • Case Studies
    • Ebooks
    • Press Releases
    • Testimonials
    • Webinars

    LEARN MORE ABOUT...

    • CRM Strategies
    • Marketing Automation
  • About us
    • Who we are
    • Methodology
    • Careers
    • Customer Portal
  • Services
    • CRM Consulting
    • CRM Implementation
    • CRM Optimization
    • CRM Support​
  • Partners
    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • Marketplace
  • Industries
    • Credit Union
    • Bank and Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Others
  • Resources
    • Articles
    • Case Studies
    • eBooks
    • Press Releases
    • Testimonials
    • Webinars
  • Contact Us
  • About us
    • Who we are
    • Methodology
    • Careers
    • Customer Portal
  • Services
    • CRM Consulting
    • CRM Implementation
    • CRM Optimization
    • CRM Support​
  • Partners
    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • Marketplace
  • Industries
    • Credit Union
    • Bank and Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Others
  • Resources
    • Articles
    • Case Studies
    • eBooks
    • Press Releases
    • Testimonials
    • Webinars
  • Contact Us
  • FR
  • FR
Contact Us
Article

What Is Customer Segmentation: Examples, Models, and Tools

Written by

Picture of Sébastien Forget

Sébastien Forget

Published on February 21, 2025

Home / Articles / What Is Customer Segmentation: Examples, Models, and Tools

5 minutes reading time
Share this article

At a glance:

  • The Importance of Client Segmentation
  • How are Segmentation and CRM Related?
  • CRM and Scoring

Categorizing clients into distinct groups based on various criteria leads to more tailored offers and communication strategies. CRM helps organize clients and apply scoring techniques for improved customer management.

The Importance of Client Segmentation

And what are the benefits of a CRM in this case.

Segmentation in marketing, as detailed in the Solutions Metrix article, is about classifying clients based on a precise list of objective criteria. This process not only helps in understanding different customer types but also in adjusting offers and messages for each segment. This strategy is a key part of realizing CRM profit, as it aims to reduce failure and maximize the benefits of using a CRM.

How are Segmentation and CRM Related?

Link your CRM to a detailed and well-designed sales strategy and you will be able to develop, search, and award your best clients.

Business Customer Service Support Knowledge

Organizing your clients according to where they are in the sales process will optimize your sales cycle. That is why use a CRM tool. Companies that succeed understand how important it is to step to the right timing during the decision-making process of the buyer, and to make it as easy as possible for the client.

Here is an example of the way your customers could be categorized via CRM system by using the typical selling process:

A lead: it’s a client whom you haven’t talked to yet, but who could be a potential buyer.

A prospect: it’s someone interested in your product. You’ve already been in touch once.

A guaranteed prospect: not yet a client, but you are sure that he’s about to buy your product. You simply need to finalize the sale. Segregating the guaranteed prospect of a prospect that hasn’t yet received your offer will help you save a lot of time.

A client: all the people that have already bought your product.

It is also true that, with CRM technology, you can compile all sorts of data about your clients. However, collecting relevant information requires thought and careful preparation.

The first step through identifying your most profitable client is to know why they buy your product and services. CRM records have account management functionalities that can include a personalized model with which a sales representative can classify by category if the purchase was based on a special offer, a visit, or geographical proximity.

Are CRMs worth the investment? Your CRM system also has to provide details describing if the purchase requires not a follow-up (training or maintenance work, for example), if a minimum contact with the client is necessary, or if there is a risk that the buying will not happen again for a long period. This information is crucial because it helps to assess the profitability of the clients through better control of the acquisition and maintenance costs.

CRM tools are helping you to follow up your key customers for them to be automatically lead towards a special page with relevant offers when they visit your website. At the call center, you can even routes your best clients through your customer service or first choice offer in order to provide the best possible service. The same care can be provided to clients that fit within the type of profile that you have targeted even if they don’t represent a significant turnover.

The CRM software can also assess if clients answer better to visits, web offers, online presentations, emailing campaign or other approaching methods. A good start to reduce sales costs.

CRM tools that are adopted by a company depends on a lot, to its size, to the complexity of its IT system, and to the volume of its client base (big or small) to be followed up by a sale and basic turnover report. However, any company that takes the initiative to implement better strategies to benefit even more of its clients will gain something. These strategies are also profitable for clients. They show how the company is worried about them and the way to serve them.

CRM and Scoring

Scoring techniques help you to eliminate customers that are not profitable, to nurture the best ones, assigning a score to each client. They complement traditional segmentation techniques.

Innovation management software abstract concept vector illustration.It has to include both explicit and implicit criteria, as much as compartmental ones that are crucial to identify what motivates the purchase of the leads, for example:

  • The function or the role of the contact;
  • The size of the company;
  • The capital;
  • The industry;
  • The type of expected product;
  • The budget;
  • The expected delivery date.
 

Audience segmentation abstract concept vector illustration.You also have to plan activity or behavioral criteria, for example:

 

  • The number of filled in form;
  • The number of downloads;
  • The number of read e-mails;
  • The time since the last contact;
  • The origin of the lead;
 

Each criteria will be given several points out of 100. For example, if you target, in priority, companies from the agro-food industry with 50 employees, you can assign 10 points to a company with more than 50 employees, as well as 10 points to a company from the targeted sector.

Market trends analysis vector concept metaphorFurthermore, this scoring system can be used for your prospects and clients. It allows you to prioritize leads and client follow-ups for secondary purchases.

But the quality of scoring depends on the chosen model and the relevancy of the criteria that are being used, but also especially on the available customers’ data of your CRM. And the more you feed your CRM with data, the higher the chance for your scoring to reflect the real and updated “value” of your clients.

Therefore it is important to feed your CRM with recent customers’ data. Thanks to today’s technology, you can use clients’ forms to get qualified and precise data about your clients.

Be careful not to over-solicit your clients, who can easily get bored. Knowing your clients also means to know where to position yourself and be balanced, to not end up invading them too much, which can sometimes scare people. You would then obtain the opposite effect and risk losing the ones that trust you. This is one more reason why using a CRM tool in customer segmentation is CRM worth it.

Our Partner Platforms

A stark white image with no visible content or features, mirroring a clean slate ready for consulting insights and digital transformation strategies from Solutions Metrix.
A logo featuring a stylized white and gray geometric shape accompanies the text Dynamics 365 on a transparent background, representing innovative CRM Implementation.
The Salesforce logo, perfect for CRM consulting, features the word "salesforce" in lowercase, elegantly centered inside a white cloud shape with a transparent background.
A plain white background sets the stage for CRM Consulting expertise, with no visible elements or objects.

Creatio
AI-Native CRM Platform

Microsoft
Dynamics 365 CRM

Salesforce
CRM Platform

SugarCRM
CRM Platform

Other resources

  • Articles

Keep a Close Eye on Your Leads with a CRM​

February 24, 2025

In this increasingly competitive economic environment, your daily priority is to generate enough leads and to convert them
Learn more
  • Articles

How to increase your retention rate and decrease your support expenses?​

February 24, 2025

Whatever your business is, your priority is to find new ways to increase your turnover. But many companies
Learn more
  • Articles

CRM – An Indispensable Tool for the Sustainability of Your Organization​

February 24, 2025

CRM is a set of systems for optimizing and maintaining relationships between a company and their customers, which
Learn more
Looking to Upgrade Your Current CRM
or
Make the Switch to a Better System?
Schedule Your Free Demo
Popular Tags
  • Article
  • Banking
  • Case Study
  • Construction
  • Creatio
.
  • Credit Union
  • CRM
  • Distribution
  • Education
  • Healthcare
.
  • Insurance
  • Manufacturing
  • Marketing
  • Microsoft
  • Museum
.
  • Pharma
  • Retail
  • Sales
  • Salesforce
  • Services
.
  • Sugar
  • Testimonal
  • Transportation
  • Webinar
Our Authors
  • Sébastien Forget
  • Kaliopi Spiropoulos
  • Myroslava Kryvoshei
  • Sarah-Rose Menard
About Us
  • Who We Are
  • Methodology
  • Careers
  • Customer Portal
  • Privacy Policy
  • Site Map
Services
  • CRM Consulting
  • CRM Implementation
  • CRM Optimization
  • CRM Support
  • CRM Strategies
  • Customer Services
Partners
  • Salesforce
  • Microsoft Dynamics 365
  • Creatio
  • SugarCRM
  • App Marketplaces
Industries
  • Credit Union
  • Bank & Finserv
  • Insurance
  • Pharmaceutical
  • Higher Education
  • Others
Resources
  • Article
  • Case Study
  • Press Release
  • Testimonial
  • Webinar
  • Authors
Linkedin Facebook Youtube X-twitter Instagram
© 2025 Solutions Metrix. All rights reserved.