Different segment types return different results. The first step in creating a new segment is identifying the type of segment you need, based on the results you want. For example, if you want a list of customers who have a scheduled meeting in the next 30 days, you would create an account segment. But if you want to see information on those meetings themselves, you should create a meeting segment. In this article, you’ll find descriptions of the segment types you can create as well as the data sources those segments pull from.

• Accounts
• Contacts
• Events
• Messages
• Tasks/Activities
• Notes
• Survey Responses
• Meetings
• Success Plans
• Signals
• Custom Tables

Accounts

Account segments return lists of accounts (customers) that meet specific criteria as defined by your filters. These segments can help you find information like how long an account has been a customer, which accounts have fallen behind in onboarding journeys, which accounts are active, and much more. You can also set up more complex segments like accounts that are live and have gone through training but haven't logged in for more than a month, accounts with negative NPS scores that are up for renewal in the next 90 days, accounts whose login numbers have decreased 40% or more compared to the previous month, and much more.

• Please note that account and contact segments return different results. Accounts return information about the customer overall, while contacts refer to individuals within accounts.

Example: A segment returning lists of accounts with 100% utilization during the current year. In this segment, we use the Account Metric filter "License Utilization." In the License Utilization filter, we:

• Set the Time Period to Current CY
• Set Utilization (Percent) to Equals and then enter 100. 

Contacts

Contact segments return lists of contacts (individual people) that meet specific criteria as defined by your filters. These segments can help you find information like contacts who recently gave you a Promoter NPS rating, contacts with a specific role (like "Primary Contact" or "Decision Maker"), contacts who haven't logged in for a while, and much more. You can also create more complex segments that can tell you which contacts have Admin permissions but no support tickets or conversations in the last 90 days, contacts with a specific role (ex: Primary Contact) whose login numbers have decreased 40%+ this month compared to last month, and much more.

• Please note that account and contact segments return different results. Accounts return information about the customer overall, while contacts refer to individuals within accounts.

Example: A segment returning a list of active contacts who have logged in more than thirty times over the last month. In this segment, we use the Contact Metric filter "Event Instances." In the Event Instances filter, we:

• Set the Event Type field to "Login"
• Set Number of Event Instances to Greater Than and then enter 30.
• Set the Time Period to "Last 30 Days."

Events

Event segments return lists of events, which are actions taken by your users within your application. The events tracked in your ChurnZero instance are completely customized to your application and your team controls the events available in ChurnZero. Event segments return lists of these events that meet specific criteria as defined by your filters. Event segments can help you find information like instances of logins over the last week or the number of times a new feature was used since it was released. You can also create more complex event segments by filtering on event metadata like description and quantity and/or by combining event filters with account and/or contact filters.

Example: A segment returning a list of blogs published over the last month. In this segment, we:

• Set the Event Attribute: Event Date to "Last 30 Days."
• Set the Event Attribute: Event Type to "Blog Published."

Messages

Message segments return lists of messages (emails and in-app announcements) sent by ChurnZero as well as emails synced to ChurnZero through an inbox integration (Gmail and Outlook) that meet specific criteria as defined by your filters. These segments can help you analyze information like the number of in-app announcement messages that received clicks vs. the number of emails that received clicks, or pull information like messages with "Onboarding" in the subject line.

Example: A segment returning a list of messages that were opened/read but did not provoke action (no clicks). 

• Set the Message Attribute: Read to "Is true."
• Set the Message Attribute: Clicked to "Is false."
• Set the Message Attribute: Date Sent to "Current and last CQ."

Tasks/Activities

Task/Activity segments return lists of tasks and/or activities that meet specific criteria defined by your filters. (Note: Tasks are open to-dos while activities are closed to-dos; tasks become activities when they are marked as complete.)These segments can help you analyze CSM and customer engagement with segments that look at reports of CSM activity, high-priority tasks due in the next week, or open activities that are past due. You can also use task/activity segments to return lists of customer complaints, time spent in your app, or all logged activities/assigned tasks.

Example: A segment returning a list of high-priority tasks that are overdue:

• Set the Activity Attribute: Status to Not Started
• Set the Activity Attribute: Due Date to In the Past
• Set the Activity Attribute: Priority to High

Notes

Note segments return lists of notes that meet the criteria designated by your filters. Notes contain important information about the "story" of your customers, from business reviews with customers to onboarding meetings. Note segments allow you to find results based on note tags, note types, and more. These segments can help you find information like notes with the "onboarding" tag, notes written by specific people, and notes for specific accounts or contacts.

Example: A segment returning a list of notes about onboarding and implementation. 

• Set the Note Attribute: Type to "Onboarding and Implementation."

Survey Responses

Survey Response segments return lists of how survey recipients have responded. Survey responses contain a lot of important information on the health of your accounts. With Survey Response segments, you can create segments that track NPS promoters within the last month, promoter responses received today, or in-app survey responses.

Example: A segment returning a list of CES scores higher than two. 

• Set the Survey Response Attribute to CES Response and choose Score.
• Set the Score subfilter to Greater Than, then enter 2.
• For this example, we weren't worried about dates. Therefore, we removed the Initial Survey Sent Date subfilter.

Meetings

Meeting segments return lists of meetings that meet the criteria designated by your filters, so you can see lists of planned meetings or meetings that occurred in the past. These meetings are synced through integrations with Outlook and Gmail, and help you look at information like the number of meetings held over the last week, upcoming meetings, or meetings containing a specific type of link (like Zoom or Teams).

Example: A segment returning a list of meetings with at-risk accounts scheduled over the next two weeks. 

• Set Meeting Attribute: Start Date to Next 14 Days
• Set Account Attribute: At Risk to Is True. 

Success Plans

Success Plan segments return lists of Success Plans that meet the criteria designated by your filters, so you can see lists of Success Plans still in progress, plans started within a certain timeframe, plans owned by particular users, etc. These segments help you keep track of Success Plans across ownership, accounts, and goals so that you have a better idea of progress through the plans.

• NOTE: You can segment Success Plans based on "not started" steps and goals.

Example: A segment returning a list of Success Plans owned by a particular user (Valerie) that include steps relating to strategic goals.

• Set Success Plan Attribute: Owner to "Valerie McClure."
• Set Success Plan Attribute: Name to "contains "strategic"" 

Signals

Signal segments return lists of AI Signals that meet the criteria designated by your filters, so you can see lists of Risk Signals detected across your accounts, Opportunity Signals with high confidence, Signals by category or type, and more. These segments help you stay informed about important account signals across multiple dimensions (such as status, confidence, and impact) so you have better visibility into emerging risks and opportunities. 

Example: A segment returning a list of all Detected Risk Signals with high confidence across Larkin Group and other accounts to prioritize immediate action. Set Signal Attribute: Status to "Detected" Set Signal Attribute: Category to "Risk"

Custom Tables

• Note: Not all ChurnZero customers pass Custom Table data into their ChurnZero instance. For more information on the integrations supported by ChurnZero, please talk to your ChurnZero Customer Success Manager.

Underneath the ChurnZero segment types in the navigation bar, you may see more segments listed beneath the line break. These are Custom Table segments.

Each customer has different custom tables depending on the system(s) integrated with ChurnZero. The names of these custom tables are determined by your ChurnZero admin. Common examples include Zendesk tickets, Salesforce opportunities, Stripe invoices, Skilljar Courses, and more. Custom Table segments return records from a custom table that meet the criteria designated by your filters. Using Custom Table segments, you can create segments for Zendesk Tickets that have been open for more than a week, opportunities that are up for renewal this quarter, Stripe invoices that are more than 14 days overdue, and much more.