Understanding what type of data you need is critical before starting a new Segment. ChurnZero offers 5 different types of Segments, and each will return different types of results:

1. Accounts
2. Contacts
3. Events
4. Messages
5. Tasks/Activities
6. Custom Tables

Account Segments

Account Segments will return a list of Accounts (i.e. customers) that meet the specific criteria as designated by your filters.

Examples:

• Accounts that became customers in the current calendar quarter
• Accounts that are trained/live but haven't logged in for more than 30 days
• Accounts coming up for renewal in the next 90 days that have a negative NPS
• Accounts that haven't received a call or email from their CSM in over 45 days
• Accounts that have fallen behind in the Journey tracking the onboarding process
• Accounts that have been customers for more than 90 days but have yet to use an important, sticky feature
• Accounts that have been customers for between 1 and 3 years
• Accounts that churned this past calendar quarter and cited "competitor" as their reason for leaving
• Accounts that have submitted more than 2 high priority support tickets in the last 60 days
• Accounts with fewer than 5 active days and 2 active contacts in the last 30 days
• Accounts whose number of logins in the past month have decreased 40%+ compared to the previous month
• Accounts that have spent more than 8 hours in the app in the last 30 days
• Accounts that were tagged as wanting "Feature A"

Contact Segments

Contact Segments will return a list of Contacts (i.e. individuals/users) that meet the specific criteria as designated by your filters.

Examples:

• Contacts with the role of "Primary Contact" who have not logged in within the last 30 days
• Contacts who recently gave you a Promoter (9-10) NPS rating
• Contact with the role of "Decision Maker" who have not had a QBR activity in more than 120 days
• Contacts who have Admin permissions but have never used a particular feature that is only available to Admins
• Contacts with the role of "Primary Contact" whose number of logins in the past month have decreased 40%+ compared to the previous month
• Contacts who have Admin permissions but have no support tickets and no Intercom conversations in the last 90 days
• Contacts who have been active in the app more than 16 days out of the last 30 days
• Contacts with the role of "Decision Maker" who recently gave you a Passive (7-8) or Detractor (0-6) NPS rating
• Contacts who have been tagged as wanting/needing "Feature B" 
• Contacts in your local area with a title that contains "Director" or "VP"

Event Segments

Event Segments will return a list of Events - i.e. actions within your application, such as "Login" or "Run Report" - that meet the criteria as designated by your filters. The Event Segments you can create will vary depending the on the specific types of Events your company is sending to ChurnZero.

Examples:

• Instances of "Login" Events in the last 7 days
• Instances of "Login" Events by accounts in the Account Segment "Enterprise Customers" in the last 30 days
• Instances of "Login" Events by contacts in the Contact Segment "Primary Contacts" in the last 30 days
• Instances of "Email Sent" Events in the last 30 days where the Quantity (i.e. number of recipients) was greater than 1,000
• Instances of "Blog Posted" Events in the last 90 days where the Description equals "Newsletter" 

Message Segments

Message Segments will return a list of Messages (sent in ChurnZero or synced via Outlook/Gmail integration) that meet the criteria as designated by your filters.

Examples:

• Messages sent by you in the last week
• Messages that bounced and were sent in the play 'Renewal Reminder' 
• Messages that received clicks and were sent as In-App announcements
• Message sent by a certain user and received by a certain contact
• Messages whose subject contain the word "Onboarding"

Tasks/Activities Segments

Task/Activity Segments will return a list of Tasks and/or Activities that meet the criteria as designated by your filters.

Examples:

• Open Tasks that are assigned to you
• Open Tasks that are assigned to a member of your team
• Open Tasks for the CS team where the Priority is "High" and the Due Date is in the past (i.e. Task is overdue)
• Logged Activities in the last 30 days where the Activity Type = Call
• Logged Activities in the last 90 days where the Activity Type = Cancelled Session for accounts that are in the "Renewing Soon" Account Segment

Custom Table Segments

Custom Tables house additional information from other sources of customer data that, when brought into ChurnZero, help provide a full 360 degree view of your customers. Common Custom Tables include Salesforce Opportunities (and other tables from your CRM), Zendesk Tickets, and Intercom Conversations. Custom Table Segments will return a list of Custom Table records that meet the criteria as designated by your filters.

Examples:

• Zendesk Tickets marked as "Urgent" that were created in the last 30 days
• Zendesk Tickets that have been open for more than 7 days
• Zendesk Tickets marked as "Urgent" that are associated with customers in the Account Segment "Renewing in Next 90 Days" 
• Opportunities that are up for renewal this calendar quarter
• Opportunities that are up for renewal this calendar quarter with a probability of less than 75%
• Opportunities that were lost last calendar quarter
• Intercom Conversations created in the last 30 days with the Tag of "Product Request" or "Feature Request"

NEXT STEP: Creating Segments