How do I create a Segment of Customer Accounts (or Contacts)?
An Akita Segment is a view/list of your accounts or contacts based on a specific set of criteria.
The Akita platform sits on one unified database of ALL of the data you have/are integrated/ingesting. You can think of a segment as a saved search, leveraging Akita's structured and intuitive way to run simple or complex searches of the data associated with your customers. The platform then enables you to trigger alerts and playbooks when key data or combinations of data change.
Creating a segment is not much different to running a Google search, except we have made it much more structured and hopefully intuitive so you are guaranteed to get the results you need. Its based on the principles of Boolean search i.e. we use AND/OR combinations to achieve results. If you are unfamiliar with this, don’t worry, once you see an example you’ll realize it’s pretty easy and intuitive.
Creating a Segment using filters
So, Say you wanted to create a list of ‘At Risk’ customers and you wanted to use a combination of NPS and Health Score data to achieve this.
You have a lot of flexibility in how you can run the search:
You could decide you want to see accounts with low Health AND low NPS, in which case you would apply the following logic.
Primary Health: Score is less than 30 and Net Promoter Score™ (NPS) is less than 7.
You could decide you want to see accounts with low Health OR low NPS, in which case you would apply the following logic..
Primary Health: Score is less than 30 or Net Promoter Score™ (NPS) is less than 7
The cool thing is, you can toggle between and and or by just clicking on them and seeing instantly the different results.
Once you are happy with your first search ‘phrase’, you may need/decide to add more complexity.
E.G. Now you know who is 'at risk', you may want to drill down further to find 'at risk' companies that are close to renewal, or within a certain threshold of MRR or based in a certain country or State and so on. There are so many variables you can avail of to ensure you achieve the results you need. Also, there are no limits on the additional criteria/filters you can add.
E.g.
Primary Health: Score is less than 30 or Net Promoter Score™ (NPS) is less than 7 and MRR is greater than 1000.
You will notice as you add additional filters, the criteria that are to be applied together as one entity, are shown connected together in blue.
