Segmentation

CRM segments allow you to group customers based on data from all connected services.

Key Concept

CRM defines segments using rich cross-service data. Messaging executes delivery.

flowchart LR
    subgraph sources["Data Sources"]
        SCL["🏌️ SCL Service<br/>─────────────<br/>• Membership tier<br/>• Member status<br/>• Payment history"]
        TT["⛳ TeeTime Service<br/>─────────────<br/>• Bookings<br/>• Handicap<br/>• Tournament play"]
        MSG_IN["📧 Messaging Service<br/>─────────────<br/>• Email opt-in<br/>• SMS consent<br/>• Engagement events"]
    end

    subgraph crm["CRM Platform"]
        SEG["🎯 CustomerSegment<br/>─────────────────────<br/>Rich rule engine using:<br/>• SCL membership data<br/>• TeeTime activity<br/>• Engagement scores<br/>• Consent flags"]
    end

    subgraph messaging["Messaging Service"]
        CONTACT["📋 Segment (simplified)<br/>─────────────────────<br/>Contact membership<br/>list only<br/>(for delivery)"]
    end

    SCL -->|events| SEG
    TT -->|events| SEG
    MSG_IN -->|events| SEG
    SEG -->|"sync membership"| CONTACT
    CONTACT -->|"📤 deliver"| EMAIL["Email"]
    CONTACT -->|"📤 deliver"| SMS["SMS"]
    CONTACT -->|"📤 deliver"| PUSH["Push"]

    style crm fill:#e8f5e9,stroke:#4caf50,stroke-width:2px
    style messaging fill:#e3f2fd,stroke:#2196f3,stroke-width:2px
    style sources fill:#fff3e0,stroke:#ff9800,stroke-width:2px

How It Works

1. Data Collection: CRM receives events from SCL, TeeTime, and Messaging services
2. Segment Evaluation: CRM evaluates segment rules against rich customer profiles
3. Membership Sync: CRM syncs simplified membership lists to Messaging
4. Delivery: Messaging handles multi-channel delivery (email, SMS, push)

Segment Types

Type	Description	Example
Static	Manual membership	"VIP List", "Board Members"
Dynamic	Rule-based, auto-computed	"Active members with handicap < 10"
Smart	ML-powered	"Likely to churn in 30 days"

Dynamic Segment Example

const activeGolferSegment = {
  name: "Active Golfers - Low Handicap",
  rules: [
    // From SCL
    { field: "membershipStatus", operator: "eq", value: "ACTIVE" },
    { field: "membershipTier", operator: "in", value: ["Gold", "Platinum"] },

    // From TeeTime
    { field: "handicap", operator: "lt", value: 15 },
    { field: "bookingCount30d", operator: "gte", value: 2 },

    // From CRM
    { field: "engagementScore", operator: "gte", value: 50 },

    // From Messaging
    { field: "emailOptIn", operator: "eq", value: true }
  ],
  combinator: "AND"
};

System Segments

Pre-defined segments that are auto-managed:

Segment	Description	Rules
All Customers	Everyone	status = ACTIVE
Active Members	Current members	membershipStatus = ACTIVE
High Engagement	Engaged customers	engagementScore >= 70
At Risk	Likely to churn	churnRiskScore >= 70
Email Subscribers	Email opted-in	emailOptIn = true

Refresh Frequencies

Frequency	Use Case
Manual	Static segments, one-off
Hourly	Time-sensitive campaigns
Daily	Regular newsletters
Weekly	Monthly reports