In private domain operations and customer management, customer segmentation is a core method to improve operational efficiency and reach target audiences accurately. However, many enterprises either rely on subjective experience for "random" segmentation or only make simple divisions based on "consumption amount" when segmenting customers. This leads to a disconnect between the segmentation results and customers' real needs: basic discounts are pushed to high-value customers, wasting marketing resources; high-end services are pushed to potential customers, causing customer resentment. In fact, the key to effective customer segmentation lies in obtaining accurate customer data through WhatsApp screening. Only by mining core information such as customers' needs, activity levels, and consumption potential via WhatsApp screening can scientific segmentation be achieved. The ITG Global Screening Tool, through multi-dimensional WhatsApp screening, provides enterprises with a systematic customer segmentation solution, ensuring that each layer of customers receives matched content and completely solving the problems of difficult segmentation and inaccurate reach.
Many enterprises fail to achieve good results in customer segmentation not because of flawed segmentation logic, but due to the lack of accurate data support—and WhatsApp screening is the key to obtaining such data. Specifically, ineffective segmentation mainly stems from three pain points:
Segmentation based solely on basic information such as "consumption amount" and "registration time" ignores key dimensions like "demand preferences" and "willingness to interact," resulting in a disconnect between segmentation and customers' needs. For example, a beauty brand classified customers who "spent over 2,000 yuan" as high-value tier and uniformly pushed high-end skincare products. However, it failed to discover through WhatsApp screening that some high-spending customers were more interested in "affordable makeup." The pushed content caused customer dissatisfaction, and the churn rate increased by 15%.
Without WhatsApp screening, it is impossible to obtain data such as customers' "interaction frequency," "demand keywords," and "regional characteristics." During segmentation, enterprises can only rely on subjective judgments. Different operators have different definitions of "potential customers" and "active customers," leading to chaotic segmentation results and inability to achieve precise matching during reach.
Case: An e-commerce enterprise did not conduct WhatsApp screening. Operator A classified customers who "logged in once in the past 3 months" as inactive customers, while Operator B classified them as potential customers. Subsequent pushed content was chaotic, and the customer complaint rate increased by 20%.
Failure to eliminate "inactive accounts" and "low-intention customers" through WhatsApp screening leads to these customers being mixed into various segments. They not only fail to respond to marketing content but also reduce the overall efficiency of segmented operations. Data shows that in customer pools without WhatsApp screening, the proportion of invalid customers exceeds 35%, directly reducing the ROI (Return on Investment) of segmented operations by 40%.
Through multi-dimensional WhatsApp screening, ITG Global Screening extracts customer data from four major dimensions—"value, demand, activity level, and region"—and scientifically divides customers into four tiers: "High-Value Core Tier, Potential Growth Tier, Active Basic Tier, and To-Be-Activated Inactive Tier." It also provides differentiated reach strategies for each tier:
- Value Dimension: Screen high-spending customers who "spent over 5,000 yuan in the past year," "made ≥5 repurchases," and "had an average transaction value over 1,000 yuan."
- Demand Dimension: Through chat records and interaction content, screen high-demand customers who "frequently inquire about high-end products" and "clearly express long-term cooperation intentions."
- Activity Dimension: Screen highly active customers who "interacted ≥5 times in the past 30 days" and "opened marketing content at a rate over 80%."
Push exclusive benefits (such as one-on-one customer service and customized product solutions) and high-end event invitations (such as new product appreciation parties) to enhance customer loyalty.
Case: A luxury brand used ITG WhatsApp screening to select 2,000 high-value core customers from 100,000 customers and pushed "exclusive customization services." The customer repurchase rate increased by 35%, and the average transaction value rose by another 20%.
- Value Dimension: Screen medium-spending customers who "spent 1,000-5,000 yuan in the past year" and "made 1-3 repurchases."
- Demand Dimension: Screen potential demand customers who "mentioned high-end products" and "inquired about membership benefits" but have not yet converted.
- Activity Dimension: Screen moderately active customers who "interacted 2-4 times in the past 30 days" and "had an opening rate of 50%-80%."
Push "upgrade benefits" (such as high-end gifts for reaching a spending threshold) and "membership experience activities" to guide customers to convert to the high-value tier.
Case: A home furnishing brand identified 5,000 potential customers through WhatsApp screening and pushed an activity of "receiving home products worth 500 yuan when spending 3,000 yuan." 30% of the potential customers successfully upgraded to the high-value tier.
- Value Dimension: Screen low-spending customers who "spent <1,000 yuan in the past year" and "made <1 repurchase."
- Demand Dimension: Screen customers with basic needs who "focus on basic products" and "inquired about promotional activities."
- Activity Dimension: Screen highly active customers who "interacted ≥3 times in the past 30 days" and "had an opening rate over 60%."
Push "daily promotions" (such as limited-time discounts and full-reduction coupons) and "basic product recommendations" to increase customers' consumption frequency and amount.
Data: Through segmented operations for this tier, a fast-moving consumer goods brand increased the monthly consumption frequency of customers in the Active Basic Tier from 1.2 times to 2.5 times, and the consumption amount grew by 80%.
- Activity Dimension: Screen low-active customers who "interacted <1 time in the past 30 days" and "logged in <3 times in the past 90 days."
- Value Dimension: Screen low-value customers who "spent <500 yuan in the past year" or "only registered but did not consume."
- Demand Dimension: Screen potential demand customers (excluding inactive accounts) who "mentioned products in the past" and "joined corporate groups."
Push "recall benefits" (such as exclusive coupons for new customers and return gifts for old customers) and "engaging content" (such as industry insights and product usage tips) to increase customer activity.
Case: An education institution awakened 8,000 inactive customers through WhatsApp screening and pushed "free trial courses + 500-yuan course registration coupons." 25% of the inactive customers became active again, and 15% of them converted to paying customers.
With ITG Global Screening for WhatsApp screening, enterprises can complete scientific customer segmentation in 3 simple steps without complex technology, enabling more precise reach:
Determine core segmentation goals based on business needs (such as "increasing the proportion of high-value customers" or "awakening inactive customers") and configure corresponding screening dimensions:
- If the goal is to "upgrade potential customers," focus on selecting "Value Dimension (medium consumption) + Demand Dimension (potential high-end demand) + Activity Dimension (moderate activity)."
- If the goal is to "awaken inactive customers," focus on selecting "Activity Dimension (low activity) + Demand Dimension (historical potential demand) + Value Dimension (low consumption)."
Example: A cross-border e-commerce enterprise, with the goal of "increasing the repurchase rate," configured screening dimensions as "Activity Dimension (interacted ≥2 times in the past 30 days) + Value Dimension (spent ≥500 yuan in the past year) + Demand Dimension (made repurchases in the past)."
Organize the enterprise's WhatsApp customer list into Excel/CSV format (including basic information such as account number, registration time, and consumption records) and upload it to the "Customer Segmentation Screening" module in the ITG Global Screening backend.
- After confirming the screening dimensions, click "Start Screening." The system automatically connects to multi-dimensional data (interaction records, chat content, consumption data, etc.) and can complete the screening of 100,000 customer data entries in only 2-3 hours.
- After screening is completed, the system automatically generates a Customer Segmentation Report, which clearly shows the number of customers in each tier and core characteristics (e.g., "60% of customers in the High-Value Tier focus on high-end products"), providing a basis for subsequent reach.
Push matched content to customers in each tier (e.g., exclusive benefits for the High-Value Tier and recall benefits for the Inactive Tier) and use ITG to monitor "opening rate, click-through rate, and conversion rate" in real time.
- If the reach effect of a certain tier is poor (e.g., the opening rate of the Potential Tier is <30%), trace back and adjust WhatsApp screening dimensions (e.g., add "Demand Dimension: inquired about high-end products recently").
- Conduct WhatsApp screening again regularly (monthly is recommended) to update customer segmentation (e.g., some customers in the Active Basic Tier increase their consumption and are upgraded to the Potential Tier), ensuring the timeliness of segmentation.
Case: A maternal and child brand increased the proportion of high-value customers from 10% to 25% through these three steps. The overall customer repurchase rate increased by 40%, and the marketing ROI doubled.
A cross-border clothing enterprise previously had chaotic customer segmentation: it only divided customers into three tiers ("high, medium, low") based on "consumption amount" without conducting WhatsApp screening, leading to the following problems:
- High-spending customers received basic discounts and felt "the benefits were valueless," resulting in a churn rate of 20%.
- Low-spending customers received high-end clothing recommendations and felt "the products did not meet their needs," leading to a 15% increase in the complaint rate.
- Inactive customers were not accurately awakened, and the proportion of invalid customers in the customer pool exceeded 40%.
After introducing ITG Global Screening for WhatsApp screening, the enterprise achieved precise segmentation:
- Screening Dimensions: Configure dimensions including "Value (consumption amount + repurchases) + Demand (clothing style preferences) + Activity (interaction frequency) + Region (target market)."
- Segmentation Results: Screen out 2,000 customers in the High-Value Core Tier (prefer high-end women's clothing + high activity), 5,000 in the Potential Growth Tier (prefer light luxury men's clothing + moderate activity), 12,000 in the Active Basic Tier (prefer affordable casual wear + high activity), and 8,000 in the To-Be-Activated Inactive Tier (purchased children's clothing in the past + low activity).
- Reach Strategy: Push "custom women's clothing services" to the High-Value Tier, "full-reduction offers for light luxury men's clothing" to the Potential Tier, "limited-time discounts for casual wear" to the Basic Tier, and "children's clothing return gifts" to the Inactive Tier.
Three months later, the enterprise achieved remarkable results: the churn rate of high-value customers dropped to 5%, the upgrade rate of the Potential Tier reached 30%, the awakening rate of inactive customers hit 25%, and the overall sales volume increased by 60%.
The core of customer segmentation is "customer-centric," and accurate customer data is the prerequisite for achieving this goal. Customer segmentation without the support of WhatsApp screening is like "a blind person touching an elephant," unable to match customers' real needs. By using ITG Global Screening for multi-dimensional WhatsApp screening, enterprises can fundamentally solve the problems of vague segmentation data and single dimensions, ensuring that each tier of customers receives matched content and achieving a closed loop of "precise reach - efficient conversion - customer retention."
If your enterprise also faces problems of difficult customer segmentation and inaccurate reach, you may start with WhatsApp screening and use the ITG Global Screening Tool to build a scientific customer segmentation system. It is believed that as long as segmentation is precise and reach is matched, you can fully tap customer value and achieve a qualitative leap in the efficiency of private domain operations!
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