Segments

A segment is a named filter. You define the conditions once, give them a name, and from then on that group exists across the platform: to filter lists, to compare metrics, and to let a playbook act on all of its customers.

The first thing to know

A customer belongs to one segment at a time. It is not a tag that stacks, it is a classification. If you define overlapping segments, a customer will land in only one of them.

That has a practical consequence: think of your segments as mutually exclusive categories (by size, by industry, by maturity), not as loose labels.

A customer can also be in none. That is normal and shows up as unassigned.

Creating a segment

1. Settings → Segments → New segment.
2. Define the filter criteria.
3. Name it (unique within your organization) and, optionally, describe it.
4. Look at the preview: LealUp tells you how many customers match before you save. If the number surprises you, your criteria do not say what you thought.
5. Save, then recalculate membership so the classification takes effect.

Recalculating membership

Criteria are evaluated when you recalculate, not continuously. If you changed a segment's conditions, or if your customers changed (MRR grew, health dropped), membership does not update on its own: you have to recalculate.

Every segment change is recorded, so you can see when a customer moved from one group to another and what caused it.

What they are for

Filtering and comparing

In analytics you can see the numbers per segment: how many customers, average health, total MRR, risk rate. This is how you answer questions like "are my enterprise accounts healthier than my SMBs?".

It also works as an individual benchmark: a customer's health can be compared against their segment's average, which is a fairer yardstick than the average of the whole book.

Triggering playbooks

When creating or editing a playbook you can pick a target segment. The playbook will only act on customers in that group, and you see a preview of how many it will affect before activating it.

That is the most useful combination of the two: the segment defines the who, the playbook defines the what.

Tips

• Start with few and broad. Three segments everyone understands beat twelve nobody maintains.
• Always check the preview. A badly built criterion that leaves the segment empty does not raise an error: it simply does nothing.
• Recalculate after changing criteria. It is the most common omission.
• Name them for what they are, not what you want to do with them. "Enterprise LATAM" ages better than "Q3 Campaign".

Common problems

"I changed the criteria and nothing happened"

Membership needs recalculating. Criteria apply on recalculation, not on save.

"A customer should be in two segments"

Not possible: membership is exclusive. Consider whether those two segments should be one, or whether one of the criteria really belongs on a customer field.

"The playbook did not affect the customers I expected"

Compare the playbook's preview against the segment's. If they differ, membership is stale: recalculate the segment and check again.