Best practice for managing segments?

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New user and first-time post so please forgive the ignorance.

Background: I'm still at the very beginning with Emma and I want to make sure I get everything set up correctly for the long-run.  I have an outside crm that I cannot link to Emma so I have to rely on excel uploads and downloads (and manual changes if required).

Basically, I'm trying to segment my list into leads, customers, and exits (and other segments within those).  

Since, hopefully, people will be changing between the segments I'm curious what the best practice would be for managing and updating which segment they are in.  Id like to see what the options would be for either myself batching them over daily vs having my staff use a form when someone updates their status.  Unfortunately, I'm not sure how either would work...

Thanks for the help!
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Andrew Learned

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Posted 2 years ago

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Emily Hollingsworth, Alum

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Official Response
Hi Andrew -- We're glad to see you posting in the community, and we welcome all questions. :)

I think the best approach for your team would be to create a new contact field in your account that reflects the contact's status (lead, customer, exit, etc.). You can do that by clicking Manage contact fieldson the Audience tab. Once you've created the field, you can populate the field with the corresponding data in your excel file when you import that file.

I suggest training your team to do daily imports that will keep those statuses up to date in your audience. Importing via the "add and update" method will ensure that if the contact's status has changed in your spreadsheet, that new data will update to the contact record. You'll see that option on the first page of the importing process.

You can build contact information segments in the account based on how that new status field is populated in the contacts' records. Segments in your audience are dynamic, so if a contact's status changes from lead to customer on the import, they would move out of the lead segment because they no longer meet the criteria there. You can then manage your various status segments from the Segment tab on the Audience tab. 

Let me know if you have any questions about that process or how best to manage that workflow.

We'd love to learn more about how you plan to use your Emma account and your audience management strategy. Please keep an eye on your inbox for an email from Cody, a member of our product team. :)