CRM Segment Management - CRM03P1US3

1. Problem Statement

User Roles Identified

• Marketing Manager: Responsible for creating targeted marketing campaigns and analyzing customer segments for campaign effectiveness
• CRM Administrator: Manages the overall CRM system, user permissions, and ensures data integrity across segments

Pain Points

Marketing Manager Pain Points:

• Cannot easily create targeted customer segments for campaigns without technical assistance
• Lacks visibility into segment performance metrics and engagement rates across campaigns
• Struggles to identify high-value prospects for focused outreach efforts
• Cannot track segment growth and evolution over time
• Difficulty in understanding which segments are most responsive to marketing efforts

CRM Administrator Pain Points:

• Manual segment creation process is time-consuming and error-prone
• No centralized view of all segments and their current status
• Difficult to manage segment permissions and access controls
• Cannot easily track segment usage and adoption across the organization
• Lacks tools to monitor segment data quality and contact accuracy

Core Problem

Organizations need a comprehensive segment management system that enables both marketing teams and administrators to create, manage, and analyze customer segments efficiently while providing actionable insights for campaign optimization and customer engagement.

2. Who Are the Users Facing the Problem?

Marketing Manager

• Creates and manages customer segments for targeted campaigns
• Analyzes segment performance and engagement metrics
• Needs to identify high-value prospects and opportunities
• Should have full access to segment creation, editing, and performance analytics

CRM Administrator

• Oversees all segment management operations and system configuration
• Manages user permissions and access controls for segments
• Ensures data quality and system integrity
• Should have administrative access to all segments and system settings

3. Jobs To Be Done

For Marketing Manager:

When I need to create targeted customer segments for campaigns, but I struggle with complex filtering and lack visibility into segment performance, help me easily build precise audience groups with intuitive tools and comprehensive analytics, so that I can improve campaign effectiveness and increase conversion rates.

For CRM Administrator:

When I need to manage the overall segment ecosystem and ensure data integrity, but I face challenges with manual processes and lack centralized control, help me streamline segment administration with automated workflows and comprehensive oversight tools, so that I can maintain system efficiency and support organizational marketing goals.

4. Solution

The CRM Segment Management system provides a comprehensive platform for creating, managing, and analyzing customer segments with advanced filtering, performance tracking, and collaboration capabilities.

Key Capability Areas:

Segment Creation & Management

• Intuitive segment builder with drag-and-drop filtering
• Real-time contact count updates during segment creation
• Template-based segment creation for common use cases

Contact Selection & Filtering

• Advanced contact search with multiple filter criteria
• Contact preview with detailed information (name, company, status, location, tags)
• Bulk contact selection with "Select All" functionality

Segment Performance Analytics

• Real-time metrics: Total Contacts, Engagement Rate, Conversion Rate, Campaigns Used
• Performance comparison across different segments
• Campaign performance tracking at segment level

Segment Activity Tracking

• Comprehensive activity timeline with all segment-related events
• Activity categorization (AI optimization, deal creation, social engagement, outreach)
• Detailed activity logs with timestamps and responsible parties

Data Visualization & Insights

• Contact growth trends over time with visual charts
• Geographic distribution analysis
• Company size distribution analytics
• Engagement scoring with weekly tracking

Segment Notes & Collaboration

• Dedicated notes section for segment documentation
• Real-time collaboration with team members
• Activity logging for all user interactions

Export & Integration

• CSV export functionality for external analysis
• Integration with campaign management systems
• API access for third-party tools

5. Major Steps Involved

CRM Segment Management User Story

1. Problem Statement

User Roles Identified

• Marketing Manager: Responsible for creating targeted marketing campaigns and analyzing customer segments for campaign effectiveness
• CRM Administrator: Manages the overall CRM system, user permissions, and ensures data integrity across segments

Pain Points

Marketing Manager Pain Points:

• Cannot easily create targeted customer segments for campaigns without technical assistance
• Lacks visibility into segment performance metrics and engagement rates across campaigns
• Struggles to identify high-value prospects for focused outreach efforts
• Cannot track segment growth and evolution over time
• Difficulty in understanding which segments are most responsive to marketing efforts

CRM Administrator Pain Points:

• Manual segment creation process is time-consuming and error-prone
• No centralized view of all segments and their current status
• Difficult to manage segment permissions and access controls
• Cannot easily track segment usage and adoption across the organization
• Lacks tools to monitor segment data quality and contact accuracy

Core Problem

Organizations need a comprehensive segment management system that enables both marketing teams and administrators to create, manage, and analyze customer segments efficiently while providing actionable insights for campaign optimization and customer engagement.

2. Who Are the Users Facing the Problem?

Marketing Manager

• Creates and manages customer segments for targeted campaigns
• Analyzes segment performance and engagement metrics
• Needs to identify high-value prospects and opportunities
• Should have full access to segment creation, editing, and performance analytics

CRM Administrator

• Oversees all segment management operations and system configuration
• Manages user permissions and access controls for segments
• Ensures data quality and system integrity
• Should have administrative access to all segments and system settings

3. Jobs To Be Done

For Marketing Manager:

When I need to create targeted customer segments for campaigns, but I struggle with complex filtering and lack visibility into segment performance, help me easily build precise audience groups with intuitive tools and comprehensive analytics, so that I can improve campaign effectiveness and increase conversion rates.

For CRM Administrator:

When I need to manage the overall segment ecosystem and ensure data integrity, but I face challenges with manual processes and lack centralized control, help me streamline segment administration with automated workflows and comprehensive oversight tools, so that I can maintain system efficiency and support organizational marketing goals.

4. Solution

The CRM Segment Management system provides a comprehensive platform for creating, managing, and analyzing customer segments with advanced filtering, performance tracking, and collaboration capabilities.

Key Capability Areas:

Segment Creation & Management

• Intuitive segment builder with drag-and-drop filtering
• Real-time contact count updates during segment creation
• Template-based segment creation for common use cases

Contact Selection & Filtering

• Advanced contact search with multiple filter criteria
• Contact preview with detailed information (name, company, status, location, tags)
• Bulk contact selection with "Select All" functionality

Segment Performance Analytics

• Real-time metrics: Total Contacts, Engagement Rate, Conversion Rate, Campaigns Used
• Performance comparison across different segments
• Campaign performance tracking at segment level

Segment Activity Tracking

• Comprehensive activity timeline with all segment-related events
• Activity categorization (AI optimization, deal creation, social engagement, outreach)
• Detailed activity logs with timestamps and responsible parties

Data Visualization & Insights

• Contact growth trends over time with visual charts
• Geographic distribution analysis
• Company size distribution analytics
• Engagement scoring with weekly tracking

Segment Notes & Collaboration

• Dedicated notes section for segment documentation
• Real-time collaboration with team members
• Activity logging for all user interactions

Export & Integration

• CSV export functionality for external analysis
• Integration with campaign management systems
• API access for third-party tools

5. Major Steps Involved

Complete Segment Management Workflow:

1. Access CRM System
   • Login to CRM Pro system
   • Navigate to "Segments" from main navigation menu
   • View segment dashboard with overview metrics (Total Segments: 4, Total Contacts: 255, Active Segments: 2, Avg. Segment Size: 64)
2. Create New Segment
   • Click "Create Segment" button (blue button, top right)
   • Enter mandatory segment name in "Segment Name" field
   • Add optional description in "Description (Optional)" field
   • Add relevant tags using tag input field with "Add Tag" button
3. Select Target Contacts
   • Use "Search contacts..." field to filter available contacts
   • Apply additional filters using dropdowns: "All Statuses", "All Sizes", "All Segments"
   • Review "Available Contacts (4)" list showing Name, Company, Status, City, State, Tags
   • Select individual contacts using checkboxes or use "Select All" option
   • Monitor selection count at bottom: "Create Segment (0 contacts)" updates dynamically
4. Finalize Segment Creation
   • Review selected contacts and segment details
   • Click "Create Segment" button to save
   • System returns to main segments list showing new segment
5. Manage Existing Segments
   • View all segments in sortable table (Name, Description, Status, Contacts, Campaigns, Last Modified)
   • Use search functionality and status filters (All Statuses, All Sizes, All Segments)
   • Export data using "Export CSV" button when needed
6. Access Segment Details
   • Click on any segment name (e.g., "Enterprise Prospects") to open detailed view
   • Review segment header showing: Owner, Created date, Quality Score, and tags (Enterprise, Q1 2024, High Value)
   • View key performance metrics: Total Contacts (45), Engagement Rate (76%), Conversion Rate (6.7%), Campaigns Used (2), Quality Score (8.4/10)
7. Analyze Segment Performance
   • Navigate through tabs: Contacts, Performance, Analytics, Activity, Notes
   • Performance Tab: Review campaign performance (Q1 Enterprise Outreach, Product Demo Campaign, Holiday Promotion) with Sent/Opened/Clicked/Converted metrics and revenue
   • Analytics Tab: View Contact Growth Over Time chart, Company Size Distribution, Geographic Distribution, and Weekly Engagement Score
8. Manage Segment Activities
   • Click "Activity" tab to view timeline of all segment activities
   • Review existing activities: Segment Optimization (AI), Deal Created, Social Engagement, Phone Outreach
   • Click "Add Activity" to create new activity entry
   • Select activity type, add description, details, and specify performer
   • Click "Add Activity" to save
9. Add Segment Documentation
   • Click "Notes" tab for segment documentation
   • Add new notes in text field: "Add a new note about this segment... (Ctrl+Enter to save)"
   • View existing notes with timestamps and user attribution
   • Click "Add Note" to save documentation
10. Ongoing Segment Management
    • Use "Add Contacts" button to expand segment membership
    • Monitor performance metrics for campaign optimization
    • Update segment notes and activities as needed
    • Export segment data for external analysis
    • Return to main segments view using "Back to Segments" link

6. Flow Diagram

7. Business Rules

1. Main Segments Dashboard Rules

Dashboard Metrics Display:

• Total Segments must display count of all segments regardless of status
• Total Contacts must show sum of unique contacts across all segments
• Active Segments must count only segments with "Active" status
• Churned / Unsubscribed Contacts
  Formula:
  Count of contacts marked as Unsubscribed in segment.
• All metric numbers must be displayed as whole numbers without decimal places

Create Segment Button:

• Must be prominently displayed and always accessible
• Opens "Create New Segment" modal dialog when clicked
• Button remains enabled at all times for authorized users

Search Functionality:

• Search field must accept text input for segment names ,company and tags
• Search results update in real-time as user types

Filter Dropdowns:

• "All Statuses" dropdown must include: Active, Inactive, Draft options
• "All city"
• all state"
• all companies - with a search in the dropdown
• Multiple filters can be applied simultaneously

Export CSV Button:

• Must generate downloadable CSV file with all visible segment data
• Export includes: Name, Description, Status, Contact Count, Campaign Count, Last Modified
• File naming format: "segments_export_YYYY-MM-DD.csv"

Segments Table:

• Must display columns: Name, Description, Status, Contacts, Campaigns, Last Modified, Actions(view, edit delete)
• Status must show color-coded badges: Active (green), Inactive (red), Draft (yellow)
• Contacts and Campaigns columns show numerical counts
• Last Modified shows date in DD/MM/YYYY format
• Actions column shows three-dot menu with view, Edit,Delete options

2. Create New Segment Modal Rules

Segment Name Field:

• Field is mandatory and cannot be empty
• Must accept alphanumeric characters and spaces
• Maximum length: 100 characters
• Shows validation error if empty on submit attempt

Description Field:

• Field is optional with placeholder text
• Multi-line text area supporting up to 500 characters
• No validation required for empty state

Tags Section:

• Tag input field accepts alphanumeric text
• "Add Tag" button creates tag and clears input field
• Tags display as removable elements once added
• Maximum 10 tags per segment
• Duplicate tags not allowed

Contact Selection:

• "Search contacts" field filters available contacts in real-time
• "Filters" button opens additional filtering options
• "Available Contacts" section shows total count in parentheses
• Contact list displays: Checkbox, Name, Company, Status, City, State, Tags
• Individual checkboxes for each contact
• "Select All" checkbox selects/deselects all visible contacts
• Selected count updates dynamically at bottom of dialog

Action Buttons:

• "Cancel" button closes modal without saving
• "Create Segment (X contacts)" button disabled when no name provided
• Button text updates with selected contact count

3. Edit Segment Modal Rules

Segment Details Tab:

• Segment Name field pre-populated with current name, editable
• Description field pre-populated with current description, editable
• Status dropdown shows current status with options: Active, Inactive, Draft
• All field validation rules same as create segment

Current Segment Stats:

• Contacts count displays current segment size (read-only)
• Campaigns count shows number of active campaigns using segment (read-only)
• Created date shows original creation date in DD/MM/YYYY format (read-only)

Add Contacts Tab:

• Functions identically to contact selection in create segment
• Shows "Add New Contacts to Segment" heading
• Search and filter functionality works on contacts not already in segment
• Score Range slider allows filtering contacts by quality score (0-100)
• Status Filter dropdown filters by contact status types

Action Buttons:

• "Cancel" button discards changes and closes modal
• "Save Changes" button updates segment with modifications
• Changes take effect immediately upon saving

4. Delete Segment Modal Rules

Delete Validation:

• Modal must show warning message if segment is used in active campaigns
• List all campaigns currently using the segment with their status
• Campaign status badges: Active (green), Paused (yellow)
• Delete button disabled when active campaigns exist
• Warning text: "This segment cannot be deleted because it is being used in active campaigns"

Campaign Dependency Display:

• Show campaign names using the segment
• Display campaign status for each
• Include count: "You need to pause X active campaigns before deleting this segment"

Action Buttons:

• "Cancel" button closes modal without deleting
• "Delete Segment" button only enabled when no active campaign dependencies exist
• Delete action is irreversible once confirmed

5. Segment view detail Detail Page Rules

Header Information:

• Segment name displayed as page title
• Status badge shows current segment status with appropriate styling
• Back to Segments link returns to main segments page
• Add Contacts button opens add contacts modal

Performance Metrics Cards:

• Total Contacts shows current count with person icon
• Engagement Rate shows percentage with trend indicator -

Engagement Rate = (Total Engaged Contacts ÷ Total Contacts) × 100

Where Engaged Contacts = Contacts who performed any of: -

Opened an email in last 30 days

- Clicked a link in last 30 days

- Responded to outreach in last 30 days

- Attended a meeting/demo in last 30 days

Example: (34 engaged contacts ÷ 45 total contacts) × 100 = 76%

• Conversion Rate shows percentage with comparison text

- Conversion Rate = (Total Conversions ÷ Total Contacts) × 100

Where Conversions = who became customer

-Example: (3 conversions ÷ 45 total contacts) × 100 = 6.7%

• Campaigns Used shows numerical count
• Unsubscried

All metrics must update in real-time when segment changes

Tab Navigation:

• Six tabs: Contacts, Performance, Analytics, AI Insights (phase 2) , Activity, Notes
• Active tab highlighted with underline styling
• Content area updates based on selected tab
• Tab state persists during page session

6. Contacts Tab Rules

Contact Display:

• Shows "Segment Contacts (X)" with current count
• Contact cards display: Avatar, Name, Title, Company, Contact details, Tags, Last contact date
• Each contact card includes action menu for individual operations
• Search functionality filters contacts within segment
• Add Contacts button opens contact addition modal

Contact Information:

• Avatar shows initials when no photo available
• Quality score displayed with star rating
• Status badge shows lead qualification level
• Contact details include email and phone when available
• Tags display as colored badges
• Last contact date in relative format (X days ago)

7. Performance Tab Rules

Segment Performance Metrics:

• Total Revenue displays dollar amount with trend percentage (phase2)
• Avg. Open Rate shows percentage with trend indicator
• Avg. Click Rate shows percentage with trend indicator
• Conversions shows count with trend percentage

Campaign Performance Table:

• Lists all campaigns using this segment
• Columns: Campaign Name, Sent, Opened, Clicked, Converted
• Sent shows total count
• Opened, Clicked, Converted show percentages with count in parentheses

Engagement Trend Chart:

• Line chart showing engagement over time
• X-axis shows months (Oct, Nov, Dec, Jan)
• Y-axis shows engagement values
• Multiple trend lines for different metrics
• Interactive data points showing exact values

Segment Health Chart:

• Donut chart showing segment composition
• Segments: Active, Inactive, Unsubscribed with percentages
• Color coding: Green for Active(made any action within 60 days), Orange for Inactive(no activity for more than 60 days), Red for Unsubscribed
• Legend shows exact percentages for each segment

8. Analytics Tab Rules

Contact Growth Over Time Chart:

• Area chart showing contact growth progression
• X-axis shows months from Aug to Jan
• Y-axis shows contact count from 0 to 60
• Gradient fill showing growth trends

Company Size Distribution Chart:

• Bar chart showing distribution across Enterprise, Mid-Market, SMB
• Y-axis shows count from 0 to 20
• Bars colored consistently across chart

Geographic Distribution Panel:

• Lists regions with contact counts and revenue
• North America, Europe, Asia Pacific with respective counts
• Revenue amounts displayed for each region
• Contact counts shown below region names

Weekly Engagement Score Chart:

• Line chart showing weekly engagement trends
• X-axis shows weeks 1-6
• Y-axis shows engagement percentage 0-100
• Flat trend line indicating consistent engagement
• score calculation - avg of all the contacts score in 1 week

9. Activity Tab Rules

Activity Timeline Display:

• Chronological list of all segment-related activities
• Each activity shows: Icon, Activity Type, Performer, Date/Time, Description
• Activity types: Segment Optimization, Deal Created, Social Engagement, Phone Outreach, Note Added
• Timestamps in format: Month DD, YYYY HH:MM
• Most recent activities displayed first

Add Activity Functionality:

• "Add Activity" button opens activity creation modal
• "Filter" button allows filtering activities by type or date
• Activity entries include detailed descriptions of actions taken

Activity Detail Information:

• Each activity expandable to show full details
• Includes specific metrics and results where applicable
• User attribution shows who performed each activity
• Edit option available for recent activities

10. Notes Tab Rules

Notes Input Area:

• Large text area for adding new notes
• Placeholder text: "Add a new note about this segment"
• Keyboard shortcut Ctrl+Enter for quick saving

Notes Display:

• Existing notes show with timestamp and user attribution
• Notes displayed in reverse chronological order
• Full note text visible without truncation

Add Note Button:

• "Add Note" button saves current text input
• Button disabled when text area is empty
• Successful save clears text area and refreshes notes list

11. Add Contacts Modal Rules

Modal Header:

• Title shows "Add Contacts to [Segment Name]"
• Two tab options: "Segment Details" and "Add Contacts"
• Close button (X) in top right corner

Contact Search and Filtering:

• Search field filters by name, email, or company
• Status Filter dropdown with "All statuses" default
• Score Range slider from 0-100 with draggable handle
• Real-time filtering as criteria change

Available Contacts Display:

• Shows "Available Contacts (X)" with current filtered count
• Contact list with checkboxes for selection
• Contact information: Name, Title, Company, Email, Phone, Tags
• Quality scores displayed as numerical values
• Status badges show qualification level

Selection Management:

• Individual checkboxes for each contact
• "Select all X contacts" option for bulk selection
• Selected count updates dynamically
• "0 selected" shown when no contacts chosen

Action Buttons:

• "Cancel" button closes modal without adding contacts
• "Create Segment (X contacts)" button shows selected count
• Button disabled when no contacts selected
• Successful addition returns to segment detail page

8. Sample Data

Segments:

Name: Enterprise Prospects
Description: High-value enterprise leads for Q1 2024
Status: Active
Total Contacts: 45
Engagement Rate: 76%
Conversion Rate: 6.7%
Campaigns Used: 3
Last Modified: 20/01/2024

Name: Inactive Subscribers
Description: Subscribers who haven't opened emails in 90 days
Status: Inactive
Total Contacts: 120
Engagement Rate: 12%
Conversion Rate: 0.8%
Campaigns Used: 0
Last Modified: 10/01/2024

Name: Marketing Engagers
Description: Contacts who actively engage with marketing content
Status: Active
Total Contacts: 28
Engagement Rate: 84%
Conversion Rate: 12.5%
Campaigns Used: 1
Last Modified: 05/02/2024

Name: Product Trial Users
Description: Users currently in a product trial
Status: Draft
Total Contacts: 62
Engagement Rate: 68%
Conversion Rate: 8.2%
Campaigns Used: 2
Last Modified: 20/02/2024

Contacts:

Name: Sarah Johnson
Email: sarah.johnson@techcorp.com
Company: TechCorp Solutions
Status: Hot Lead
Location: Boston, NY
Tags: Enterprise, Decision Maker
Title: VP of Sales

Name: Michael Chen
Email: m.chen@innovatetech.io
Company: InnovateTech
Status: Qualified
Location: San Francisco, FL
Tags: Tech, Startup
Title: CTO

Name: Emily Rodriguez
Email: emily.r@growthco.com
Company: GrowthCo
Status: Nurturing
Location: Los Angeles, CA
Tags: Marketing, SMB
Title: Marketing Director

Name: David Thompson
Email: d.thompson@futuretech.net
Company: FutureTech Industries
Status: Hot Lead
Location: Boston, CA
Tags: Enterprise, CEO
Title: CEO

Campaign Performance:

Campaign: Q1 Enterprise Outreach
Revenue: $15,000
Sent: 45
Opened: 32 (71.1%)
Clicked: 12 (26.7%)
Converted: 3 (6.7%)

Campaign: Product Demo Campaign
Revenue: $8,000
Sent: 45
Opened: 28 (62.2%)
Clicked: 8 (17.8%)
Converted: 2 (4.4%)

Campaign: Holiday Promotion
Revenue: $2,500
Sent: 45
Opened: 25 (55.6%)
Clicked: 6 (13.3%)
Converted: 1 (2.2%)

9. Acceptance Criteria

1. The system must display a dashboard with 4 key metrics: Total Segments, Total Contacts, Active Segments, and Average Segment Size
2. The system must provide a "Create Segment" button that opens a modal dialog for segment creation
3. The system must require a segment name and allow optional description and tags during creation
4. The system must display available contacts with selection checkboxes and detailed information (name, company, status, city, state, tags)
5. The system must show real-time count of selected contacts during segment creation process
6. The system must display all segments in a searchable and sortable table format
7. The system must show segment status with color-coded badges (Active=green, Inactive=red, Draft=yellow)
8. The system must provide segment detail pages accessible by clicking on segment names
9. The system must display key performance metrics on segment detail pages: Total Contacts, Engagement Rate, Conversion Rate, Quality Score
10. The system must provide tabbed navigation for segment details: Contacts, Performance, Analytics, Activity, Notes
11. The system must show campaign performance data with metrics: Sent, Opened %, Clicked %, Converted %, Revenue
12. The system must display analytics including Contact Growth Over Time chart and distribution analyses
13. The system must provide an activity timeline showing chronological segment-related activities
14. The system must allow addition of new activities with type selection, description, and details
15. The system must provide a notes section for segment documentation with timestamp and user attribution
16. The system must include "Add Contacts" functionality on segment detail pages
17. The system must provide CSV export functionality for segment data
18. The system must support filtering options: All Statuses, All Sizes, All Segments
19. The system must calculate and display engagement rate with trend indicators (e.g., +4% vs last month)
20. The system must show geographic and company size distribution analytics with visual representation

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Marketing Manager Tracking:

CRM Administrator Tracking:

Key Questions Answered by Events:

1. User Adoption: Which features are being used most frequently and by whom?
2. Feature Effectiveness: Which segment management capabilities drive the highest engagement?
3. Performance Optimization: Where are users spending the most time and encountering friction?
4. Data Quality: How accurate and complete is the segment data being created?
5. Collaboration Patterns: How effectively are teams using shared segment resources?
6. ROI Measurement: Which segments and activities generate the highest conversion rates?
7. Training Needs: Where do users struggle most and require additional support?
8. System Scalability: How is system usage growing and where are the bottlenecks?

Link - https://preview--crmcopy1.lovable.app/contacts