Best Customer Segmentation Software

Fills account, organization or user segments with Playbook rules, then filters lists, views and dashboards by segment.

Vitally builds the recipe in two steps. You create a segment under Settings, then an account-level Playbook with trigger rules and the Add to a Segment action. Rules combine with AND, OR and filter groups, and they can use traits, success metrics, product usage, MRR and renewal data, Clearbit market data or any data you send. Vitally's documentation recommends one playbook per segment, and an account matches if any of its users matches the user rules. Membership added by a playbook is dynamic: when an account stops matching, the link goes away. A segment applied by hand overrides the playbook and is not removed by it.

Once accounts are in a segment, it works as a filter on account lists and table views and as a grouping in dashboard widgets, for example NRR by segment. Further playbooks can start from the segment to create tasks with round-robin assignment, send email conversations, set traits or ping a webhook. The documentation says playbooks run on about an hourly window and that there is no built-in history of when an account entered or left a segment. It suggests writing a datetime trait to track that.

Users like

Flexible, segmentable health scores and a useful AI assistant.

Users dislike

A few early reviewers say the interface feels overwhelming at first

Source: G2, 713 reviews

Builds a company segment from a Salesforce or Matrix Data object, refreshes it on a schedule and uses it as the audience for a program.

Gainsight asks for the data source first. Segments in Journey Orchestrator come from Salesforce objects or Matrix Data objects, so the usage field and the renewal date have to exist on one of them already. You pick the object, set a company identifier and add filters on its fields. Gainsight's documentation caps a segment at 26 filters and 100,000 fetched records, and a tenant at 500 segments. Person-level types (company person, relationship person) exist too, and a CSV upload works for person segments.

A segment refreshes only when you switch on a scheduled refresh on its Schedule tab. Otherwise it runs once. Deletes and company merges in the source are not reflected. The documented use is as the audience of a program, for example an email to every contact at enterprise customers. The documentation lists reports and rules support as planned, so confirm the current state before you rely on a segment inside a rule. For coverage tiers, the scorecard FAQ suggests segmenting first and then building one scorecard per lifecycle stage, segment or industry, with shared measures and different weights.

Users like

Ease of use, centralized information, visibility

Users dislike

Not intuitive, steep learning curve, limited customization

Source: G2, 1,772 reviews

Describes tiers by ARR band that re-segment accounts as usage, health and revenue change, with a separate health model per tier.

Planhat's public pages do not show the segment builder, its limits or its plan gates, What Planhat publishes is a framework. Its guide to scaled customer success sets tiers by ARR band (high-touch above $50,000, mid-touch $10,000 to $50,000, tech-touch under $10,000) and re-segments continuously instead of fixing a tier at contract close. A tier change starts journeys, CSM assignment and tasks. In Planhat's own example, a mid-touch account with health below 60 for more than 30 days moves to high-touch and creates a priority task.

The guide is written by the vendor and presents the framework as an implementation in Planhat, so ask for the builder in a demo before you assume it matches.

Users like

Reviewers praise flexibility of the data model and workflows, plus onboarding and support quality.

Users dislike

Reviewers cite a steep learning curve and the need for technical skills for automations and customization.

Source: G2, 964 reviews

Builds account and contact segments from metrics such as license utilization and login counts, then feeds them into scheduled reports.

ChurnZero splits segments by what they return. An account segment returns accounts that match filters on account metrics, for example license utilization at 100% for the current year. A contact segment returns people, for example active contacts with more than 30 logins in the last month. Its help article lists further segment types for events, messages, tasks, notes, survey responses, meetings, success plans, signals and custom tables, so a CSM has to pick the right type before filtering. The marketing page lists size, product type, industry, feature use, sentiment, NPS, decision makers and upsell potential as example segments.

Segments drive reports: they filter a report, and ChurnZero's reporting page says they can trigger report creation and sharing on a schedule, delivered by email, Salesforce, Slack or Teams. A vendor customer story also shows a segment attached to a Play that fires when an account enters it. ChurnZero lists a 15-minute default sync of accounts and contacts for Salesforce and HubSpot. ChurnZero's public pages do not say whether segments update themselves, how filters nest or what limits apply.

Users like

Ease of use, automation, customer support

Users dislike

Learning curve, complexity, not intuitive

Source: G2, 1,633 reviews

Builds cohorts from event rules in a time window and syncs them to messaging and CRM tools, with account-level cohorts behind an add-on.

In Amplitude the recipe becomes a behavioral cohort: users that did, or stopped doing, a key event inside a time window. A cohort used to segment a chart recomputes each time the chart runs, and a refresh icon recomputes it on demand. Predictive cohorts use machine learning. To work on companies instead of users, you switch the cohort to a group type, which needs the Accounts add-on (listed on Growth and Enterprise) and group data instrumented by engineering. Amplitude allows up to five group types per project. Custom behavioral cohorts are not on the Free plan.

Cohorts can be synced to destinations such as Braze and HubSpot one time or on a schedule (hourly or daily). Real-time sync exists for some destinations only, and HubSpot is not one of them. The plan decides how: Free allows one-time syncs, Plus does not include scheduled syncs, Growth and Enterprise include scheduled syncs with limits, and real-time sync is an add-on on Growth and Enterprise. Amplitude's sync documentation does not say whether group-level cohorts can be synced.

Users like

Clear behavior insights and an intuitive interface

Users dislike

Steep learning curve, missing features, event cost and management

Source: G2, 3,045 reviews

Builds cohorts from event thresholds and profile properties, recomputed whenever you query them, with a paid add-on for company-level analysis.

A Mixpanel cohort combines behavioral conditions (did an event more or less than a threshold) and property conditions (a profile property equals, exceeds or falls below a value) with AND and OR. Cohorts are computed dynamically when you use them in a query, so membership always reflects current data, while a cohort made from a CSV upload is static. Events timestamped more than 30 days ago can take up to 12 hours to appear in cohort analysis after an import or change.

For companies, Group Analytics is a paid add-on on Growth and Enterprise that links user profiles to a group key and adds company profiles. Cohort Sync pushes cohorts to destinations such as Segment and Braze and to custom webhooks, and a cohort's users can be downloaded as a CSV. Mixpanel's documentation does not say which plan includes Cohort Sync.

Users like

Easy to use interface and real time insights

Users dislike

Steep learning curve (37 mentions); single reviews also mention complex setup and pricing for small teams

Source: G2, 1,380 reviews

Builds data-driven segments from attributes, events and relationships and uses them as the audience or trigger of campaigns.

Customer.io has three segment types. A data-driven segment updates itself as people's data changes. A snapshot segment uses the same conditions but stays frozen until someone clicks Refresh. A manual segment is a CSV upload, an automation action or an API call. Conditions can use attributes, events, relationships to objects, forms, page events, devices, consent records, other segments and message activity, joined with All, At least one or nested groups. An is-one-of condition accepts up to 50 values.

Accounts are not a native level: you model them as custom objects (2 object types on Essentials, 10 on Premium) and select people through a relationship condition. Objects count toward billable profiles. A segment can be an automation trigger, a broadcast audience or a filter, and it can be exported as a CSV. One trap in the documentation: a relationship-based segment starts an automation for the first matching relationship only, not for each match.

Users like

ease of use and flexible event-driven automations

Users dislike

a steep learning curve for advanced automations and pricing that grows with every stored profile

Source: G2, 976 reviews

Keeps contact and company segments in the CRM, active or static, and feeds them to email, workflows and reports.

HubSpot's knowledge base now calls its lists segments. You pick an object first, contacts or companies, then add filters on properties, events and memberships, including associated records such as a company's deals or contacts. Filters combine with AND and OR, with up to 250 per segment and up to 60 of them on associated objects. An active segment updates itself as records start and stop matching. A static segment holds whoever matched when it was processed. For the recipe you would build an active company segment on a plan property and a renewal date property, and an active contact segment for the people to message.

Segments drive marketing email (contact segments only), workflow enrollment, ad audiences and filters in custom reports. HubSpot says segments are available with all products and plans. Filtering on association labels needs Professional or Enterprise.

Users like

Ease of use with built-in integration and automation (2,525 mentions)

Users dislike

Steep learning curve (808 mentions), missing features for smaller teams (786) and cost as the contact list grows (667)

Source: G2, 16,036 reviews