{"id":183593,"date":"2024-04-29T12:18:14","date_gmt":"2024-04-29T12:18:14","guid":{"rendered":"https:\/\/userpilot.com\/blog\/segment-customers\/"},"modified":"2026-03-18T13:59:13","modified_gmt":"2026-03-18T13:59:13","slug":"segment-customers","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/segment-customers\/","title":{"rendered":"How to Segment Customers for a Better Customer Experience"},"content":{"rendered":"<p>Wondering how to segment customers to increase their <a href=\"https:\/\/userpilot.com\/product\/product-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">engagement <\/a>with your SaaS product?<\/p>\n<p>If yes, this guide is for you! It covers:<\/p>\n<ul>\n<li>What customer segmentation is and its benefits.<\/li>\n<li>Different segmentation types.<\/li>\n<li>How to create segments.<\/li>\n<li>Customer segmentation use cases.<\/li>\n<\/ul>\n<p>Let&#8217;s get right to it.<\/p>\n<h2 id=\"eeevs\">What is customer segmentation?<\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer segmentation<\/a> is the process of grouping customers based on shared characteristics, like <a href=\"https:\/\/userpilot.com\/blog\/feature-usage\/\" target=\"_blank\" rel=\"noopener noreferrer\">feature usage <\/a>or language.<\/p>\n<p>Segmenting customers enables teams to extract <a href=\"https:\/\/userpilot.com\/blog\/actionable-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">actionable <\/a>insights from their behavior and offer <a href=\"https:\/\/userpilot.com\/blog\/saas-personalized-user-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized customer experiences<\/a>.<\/p>\n<h2 id=\"9egct\">The benefits of customer segmentation<\/h2>\n<p>Customer segmentation is essential for successful customer engagement along their <a href=\"https:\/\/userpilot.com\/blog\/the-power-of-customer-journey-optimization\/\" target=\"_blank\" rel=\"noopener noreferrer\">journey <\/a>with the product. Why?<\/p>\n<p>Here are the main reasons:<\/p>\n<ul>\n<li><strong>Improved customer understanding<\/strong>: Segmentation helps businesses understand the diverse <a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-needs\/\" target=\"_blank\" rel=\"noopener noreferrer\">needs <\/a>and behaviors of their customer base.<\/li>\n<li><strong>Enhanced marketing efficiency<\/strong>: By targeting specific market segments, companies can streamline their marketing efforts to make them more relevant to their <a href=\"https:\/\/userpilot.com\/blog\/customer-pain-points\/\" target=\"_blank\" rel=\"noopener noreferrer\">pain points <\/a>and needs. This leads to higher engagement and<a href=\"https:\/\/userpilot.com\/blog\/conversion-rate-optimization-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\"> conversion rates<\/a>.<\/li>\n<li><strong>Increased product relevance<\/strong>: Segmentation enables businesses to tailor their products or features to meet the specific <a href=\"https:\/\/userpilot.com\/blog\/preference-testing\/\" target=\"_blank\" rel=\"noopener noreferrer\">preferences <\/a>of different customer groups. It translates into higher customer satisfaction and <a href=\"https:\/\/userpilot.com\/blog\/product-adoption-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">product adoption<\/a>.<\/li>\n<li><strong>Better customer retention<\/strong>: Personalized experiences foster greater <a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer loyalty<\/a>. When customers feel understood and valued, they are more likely to <a href=\"https:\/\/userpilot.com\/blog\/customer-stickiness\/\" target=\"_blank\" rel=\"noopener noreferrer\">stick <\/a>with a brand.<\/li>\n<li><strong>Opportunities for account expansion<\/strong>: Understanding the different segments allows businesses to identify and leverage opportunities for <a href=\"https:\/\/userpilot.com\/blog\/upselling-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">upselling <\/a>and cross-selling, enhancing the<a href=\"https:\/\/userpilot.com\/blog\/saas-metrics-101-ltv-lifetime-value\/\" target=\"_blank\" rel=\"noopener noreferrer\"> customer&#8217;s lifetime value<\/a>.<\/li>\n<\/ul>\n<h2 id=\"a2se\">Different types of customer segmentation strategy<\/h2>\n<p>We distinguish a few <a href=\"https:\/\/userpilot.com\/blog\/types-of-user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer segmentation models<\/a>:<\/p>\n<ul>\n<li><strong>Demographic segmentation<\/strong>: Groups customers based on attributes like age, gender, and <a href=\"https:\/\/userpilot.com\/blog\/customer-education\/\" target=\"_blank\" rel=\"noopener noreferrer\">education<\/a> level.<\/li>\n<li><strong>Geographic segmentation<\/strong>: Classifies customers according to their location, e.g. city, region, or country.<\/li>\n<li><strong>Psychographic segmentation<\/strong>: Segments customers based on personality traits, lifestyles, and interests.<\/li>\n<li><strong>Technographic segmentation<\/strong>: Divides customers based on their use of technology, including devices, <a href=\"https:\/\/userpilot.com\/blog\/performance-reporting-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">software<\/a>, and platforms.<\/li>\n<li><strong>Behavioral segmentation<\/strong>: Focuses on customer actions such as purchase decisions, <a href=\"https:\/\/userpilot.com\/blog\/product-usage-analytics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">product usage<\/a>, and feedback.<\/li>\n<li><strong>Needs-based segmentation<\/strong>: Segments customers according to their specific <a href=\"https:\/\/userpilot.com\/blog\/customer-wants-and-needs-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">needs and wants<\/a>.<\/li>\n<li><strong>Value-based segmentation<\/strong>: Groups customers by their economic <a href=\"https:\/\/userpilot.com\/blog\/customer-value-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">value<\/a>.<\/li>\n<\/ul>\n<h2 id=\"4h1qt\">How to create a customer segment based on data<\/h2>\n<p>With the theory covered, let&#8217;s create some segments. In 5 steps.<\/p>\n<h3 id=\"470df\">1. Define your objectives<\/h3>\n<p>Start by clearly defining what you aim to achieve with your segmentation.<\/p>\n<p>Let&#8217;s imagine you want to<a href=\"https:\/\/userpilot.com\/blog\/improve-product-adoption-rate-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> improve product adoption<\/a>.<\/p>\n<p>Setting this goal helps you decide what types of data you will collect and the customer segmentation model you will use.<\/p>\n<p>For best results, use a<a href=\"https:\/\/userpilot.com\/blog\/goal-setting-frameworks-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> goal-setting framework<\/a> like SMART or OKRs. To ensure your objectives are specific, measurable, and realistic.<\/p>\n<p>A good SMART goal would be &#8216;Improve product adoption by 3% by June 2024.&#8217;<\/p>\n<h3 id=\"j1bi\">2. Collect customer data<\/h3>\n<p>Gather relevant data to create effective customer segments by using various methods such as <a href=\"https:\/\/userpilot.com\/blog\/survey-data-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">surveys <\/a>and<a href=\"https:\/\/userpilot.com\/blog\/product-analytics-tools-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\"> product usage analytics<\/a>.<\/p>\n<p>For example:<\/p>\n<p>If you want to improve the <a href=\"https:\/\/userpilot.com\/blog\/improve-product-adoption-rate-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">adoption rate,<\/a> define the adoption criteria for your product. Like &#8216;use feature X three times&#8217; and &#8216;feature Y 5 times&#8217;. Create custom events in your analytics tool and track which users complete the <a href=\"https:\/\/userpilot.com\/blog\/event-tracking-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">event<\/a>.<\/p>\n<p>What if your product caters to different <a href=\"https:\/\/userpilot.com\/blog\/user-persona-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">user personas<\/a>?<\/p>\n<p>First, define the adoption criteria for each of them. They&#8217;re likely be different because each of them uses the product to achieve different <a href=\"https:\/\/userpilot.com\/blog\/micro-goals-vs-macro-goals-product-marketing\/\" target=\"_blank\" rel=\"noopener noreferrer\">goals<\/a>.<\/p>\n<p>That&#8217;s not all.<\/p>\n<p>You also need to collect the data to segment users by their use case to make the research relevant.<\/p>\n<p>So, use a <a href=\"https:\/\/userpilot.com\/blog\/welcome-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">welcome survey <\/a>to capture characteristics like roles or needs.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/welcome-survey-how-to-segment-customers_2e7f70945006d14e540f96c47a68d3f1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/welcome-survey-how-to-segment-customers_2e7f70945006d14e540f96c47a68d3f1_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/welcome-survey-how-to-segment-customers_2e7f70945006d14e540f96c47a68d3f1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/welcome-survey-how-to-segment-customers_2e7f70945006d14e540f96c47a68d3f1_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/welcome-survey-how-to-segment-customers_2e7f70945006d14e540f96c47a68d3f1_800.png\" alt=\"Welcome survey to segment customers\" \/><\/picture><\/figure>\n<p>Welcome survey to segment customers.<\/p>\n<h3 id=\"dpr22\">3. Segment customers into groups based on different criteria<\/h3>\n<p>Using the data from the surveys and analytics, segment your users.<\/p>\n<p>First, segment users based on their use cases to ensure that you&#8217;re comparing apples to apples.<\/p>\n<p>Next, segment them by their<a href=\"https:\/\/userpilot.com\/blog\/end-user-behavior-monitoring\/\" target=\"_blank\" rel=\"noopener noreferrer\"> in-app behavior<\/a>. 2 segments, users who have completed the adoption events and those who haven&#8217;t, are a good start. It allows you to compare the behavior of the two groups, e.g. by conducting <a href=\"https:\/\/userpilot.com\/blog\/conversion-path-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">path analysis<\/a>.<\/p>\n<p>For more granular insights, you can create further segments. For example, the users who completed one adoption event but not the other.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-persona-how-to-segment-customers_b4401364fb650c1b6246f8ac0549a7b8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-persona-how-to-segment-customers_b4401364fb650c1b6246f8ac0549a7b8_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-persona-how-to-segment-customers_b4401364fb650c1b6246f8ac0549a7b8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-persona-how-to-segment-customers_b4401364fb650c1b6246f8ac0549a7b8_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-persona-how-to-segment-customers_b4401364fb650c1b6246f8ac0549a7b8_800.png\" alt=\"User persona example\" \/><\/picture><figcaption>User persona example.<\/figcaption><\/figure>\n<h3 id=\"fbtt3\">4. Create different in-app strategies for different customer segments<\/h3>\n<p>Once you have segmented your users, develop tailored in-app strategies to drive desired behavior.<\/p>\n<p>For instance, for users who haven&#8217;t completed the adoption events, you can design <a href=\"https:\/\/userpilot.com\/blog\/in-app-messages\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messages<\/a> that prompt them to engage with the relevant features. You can structure the flows to emulate the <a href=\"https:\/\/userpilot.com\/blog\/conversion-path\/\" target=\"_blank\" rel=\"noopener noreferrer\">conversion paths<\/a> of the successful segments.<\/p>\n<p>Conversely, the users who have achieved the adoption criteria are ready for more advanced features. So that they can realize the full product potential. Target them with <a href=\"https:\/\/userpilot.com\/blog\/secondary-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">secondary onboarding <\/a>experiences to aid the <a href=\"https:\/\/userpilot.com\/blog\/improve-feature-discovery-product-adoption\/\" target=\"_blank\" rel=\"noopener noreferrer\">discovery of such features<\/a>.<\/p>\n<h3 id=\"e527c\"><strong>5. Perform customer segmentation analysis to refine your segments<\/strong><\/h3>\n<p>Having implemented the in-app strategies, <a href=\"https:\/\/userpilot.com\/blog\/user-behavior-analytics-use-cases\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyze the behavior <\/a>and feedback of specific customer segments to measure their <a href=\"https:\/\/userpilot.com\/blog\/impact-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">impact <\/a>and further refine them.<\/p>\n<p>Use analytics tools to monitor how different segments respond to the personalized experiences you&#8217;ve created for them. Look for patterns in usage, feedback <a href=\"https:\/\/userpilot.com\/blog\/customer-health-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">scores<\/a>, and <a href=\"https:\/\/userpilot.com\/blog\/saas-average-conversion-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">conversion rates<\/a>.<\/p>\n<p>That&#8217;s how you find out which <a href=\"https:\/\/userpilot.com\/blog\/b2b-customer-engagement-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">strategies<\/a> are working and which aren&#8217;t. Iterate on your segmentation and targeting to ensure they remain effective and aligned with the evolving user needs and business <a href=\"https:\/\/userpilot.com\/blog\/product-goals\/\" target=\"_blank\" rel=\"noopener noreferrer\">goals<\/a>.<\/p>\n<h2 id=\"3fnet\">Customer segmentation use cases<\/h2>\n<p>The above example was just one of many possibl-e segmentation use cases. Let&#8217;s look at a few more.<\/p>\n<h3 id=\"7a62r\">Segment new customers to deliver personalized onboarding<\/h3>\n<p>Customer segmentation allows you to create <a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized onboarding experiences<\/a>. This makes them more relevant and engaging. Most importantly, it <a href=\"https:\/\/userpilot.com\/blog\/reduce-time-to-value-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">reduces time to value<\/a>.<\/p>\n<p>Here&#8217;s an example of a segment created for this purpose. It consists of new users who signed up for the product less than 7 days ago and whose objective is to improve the staff review process.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/personalization-how-to-segment-customers_1cc21bcb1d941d1b6a6d0b33fc56dd67_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/personalization-how-to-segment-customers_1cc21bcb1d941d1b6a6d0b33fc56dd67_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/personalization-how-to-segment-customers_1cc21bcb1d941d1b6a6d0b33fc56dd67_800.png\" alt=\"How to segment customers: new users\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: new users with a specific need.<\/figcaption><\/figure>\n<p>You can use this segment to trigger an <a href=\"https:\/\/userpilot.com\/blog\/onboarding-flow-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding flow<\/a> focusing on features essential for staff reviews.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/onboarding-flow-example-how-to-segment-customers_583aacd74880239cad0408dea2a06307_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-flow-example-how-to-segment-customers_583aacd74880239cad0408dea2a06307_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/onboarding-flow-example-how-to-segment-customers_583aacd74880239cad0408dea2a06307_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-flow-example-how-to-segment-customers_583aacd74880239cad0408dea2a06307_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/onboarding-flow-example-how-to-segment-customers_583aacd74880239cad0408dea2a06307_800.png\" alt=\"An onboarding flow created in Userpilot\" \/><\/picture><figcaption>An onboarding flow created in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"762bl\">Segment loyal customers to spread word-of-mouth<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">Loyal customers<\/a> are a valuable asset for your company because they help you promote your product and acquire new customers. Through <a href=\"https:\/\/userpilot.com\/blog\/word-of-mouth-wom\/\" target=\"_blank\" rel=\"noopener noreferrer\">word-of-mouth<\/a>.<\/p>\n<p>Here&#8217;s a sample loyal customer segment. It consists of active users (created the invoice) with a specific role (Admin), and with an <a href=\"https:\/\/userpilot.com\/blog\/nps-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS <\/a>score of 9. The latter makes the user a promoter.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/loyal-customers-segment-how-to-segment-customers_609a369a89d57174524b2e45ec13dc84_800.png 1x, https:\/\/images.storychief.com\/account_6827\/loyal-customers-segment-how-to-segment-customers_609a369a89d57174524b2e45ec13dc84_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/loyal-customers-segment-how-to-segment-customers_609a369a89d57174524b2e45ec13dc84_800.png 1x, https:\/\/images.storychief.com\/account_6827\/loyal-customers-segment-how-to-segment-customers_609a369a89d57174524b2e45ec13dc84_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/loyal-customers-segment-how-to-segment-customers_609a369a89d57174524b2e45ec13dc84_800.png\" alt=\"How to segment customers: loyal customers\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: loyal customers.<\/figcaption><\/figure>\n<p>Having segmented the most loyal users, you can target them with <a href=\"https:\/\/userpilot.com\/blog\/in-app-messaging\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messages <\/a>encouraging them to review the product.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/review-how-to-segment-customers_852b6d456c73332eb1354c23e4fa6282_800.png 1x, https:\/\/images.storychief.com\/account_6827\/review-how-to-segment-customers_852b6d456c73332eb1354c23e4fa6282_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/review-how-to-segment-customers_852b6d456c73332eb1354c23e4fa6282_800.png 1x, https:\/\/images.storychief.com\/account_6827\/review-how-to-segment-customers_852b6d456c73332eb1354c23e4fa6282_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/review-how-to-segment-customers_852b6d456c73332eb1354c23e4fa6282_800.png\" alt=\"A modal encouraging leaving a review\" \/><\/picture><figcaption>A modal encouraging leaving a review.<\/figcaption><\/figure>\n<h3 id=\"5v66q\">Segment trial users to upsell<\/h3>\n<p>The free trial allows users to experience<a href=\"https:\/\/userpilot.com\/blog\/product-value\/\" target=\"_blank\" rel=\"noopener noreferrer\"> product value<\/a>. However, to monetize your product, you need them to upgrade to a <a href=\"https:\/\/userpilot.com\/blog\/5-tactics-to-increase-paid-conversion-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">paid plan<\/a>.<\/p>\n<p>And to do so, they sometimes need a little nudge, like an in-app message with a gentle reminder that the <a href=\"https:\/\/userpilot.com\/blog\/free-trial-conversion-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">trial <\/a>is ending. Or a survey to ask to <a href=\"https:\/\/userpilot.com\/blog\/collect-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect their feedback<\/a> in case they disappear.<\/p>\n<p>In this particular instance, the relevant user segment consists of active users (created an invoice) whose trial ends before 09\/04\/2024.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/trial-users-how-to-segment-customers_b63e812d1f0c4ded7d535ea18a9aa187_800.png 1x, https:\/\/images.storychief.com\/account_6827\/trial-users-how-to-segment-customers_b63e812d1f0c4ded7d535ea18a9aa187_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/trial-users-how-to-segment-customers_b63e812d1f0c4ded7d535ea18a9aa187_800.png 1x, https:\/\/images.storychief.com\/account_6827\/trial-users-how-to-segment-customers_b63e812d1f0c4ded7d535ea18a9aa187_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/trial-users-how-to-segment-customers_b63e812d1f0c4ded7d535ea18a9aa187_800.png\" alt=\"How to segment customers in Userpilot: trial users\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: trial users.<\/figcaption><\/figure>\n<p>And here&#8217;s an example of a survey you can send them. It asks users what&#8217;s stopping them from upgrading.<\/p>\n<p>If they find the <a href=\"https:\/\/userpilot.com\/blog\/saas-pricing-models\/\" target=\"_blank\" rel=\"noopener noreferrer\">price <\/a>too high, you could offer them a discount. And if your product doesn&#8217;t satisfy their needs &#8211; trigger<a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> in-app guidance<\/a> to help them achieve their objectives.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/trial-end-survey-how-to-segment-customers_81bce4c012c9a3500232ac4dcfd49ceb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/trial-end-survey-how-to-segment-customers_81bce4c012c9a3500232ac4dcfd49ceb_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/trial-end-survey-how-to-segment-customers_81bce4c012c9a3500232ac4dcfd49ceb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/trial-end-survey-how-to-segment-customers_81bce4c012c9a3500232ac4dcfd49ceb_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/trial-end-survey-how-to-segment-customers_81bce4c012c9a3500232ac4dcfd49ceb_800.png\" alt=\"Trial end survey built in Userpilot\" \/><\/picture><figcaption>Trial end survey built in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"39n9o\">Segment active customers for product interviews<\/h3>\n<p>Imagine you want to improve specific product features and decide to interview customers to <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect their feedback<\/a>.<\/p>\n<p>How do you choose them?<\/p>\n<p>By segmenting them using relevant properties. In this case, the segment consists of active and engaged users (active less than 30 days and completed the <a href=\"https:\/\/userpilot.com\/blog\/in-app-nps-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS survey<\/a>), who used the 2 features in focus: creating an invoice and creating a project.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/active-how-to-segment-customers_3c9cebc57238cc6d11a29cb11b0d04b8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/active-how-to-segment-customers_3c9cebc57238cc6d11a29cb11b0d04b8_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/active-how-to-segment-customers_3c9cebc57238cc6d11a29cb11b0d04b8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/active-how-to-segment-customers_3c9cebc57238cc6d11a29cb11b0d04b8_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/active-how-to-segment-customers_3c9cebc57238cc6d11a29cb11b0d04b8_800.png\" alt=\"How to segment customers in Userpilot: active users\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: active users.<\/figcaption><\/figure>\n<p>Next, use the segment to trigger a <a href=\"https:\/\/userpilot.com\/blog\/ui-modal-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">modal <\/a>inviting them to take part in the interview.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/modal-voucher_2bc78d470ceb4ab254b2b01faa0d7aff_800.png 1x, https:\/\/images.storychief.com\/account_6827\/modal-voucher_2bc78d470ceb4ab254b2b01faa0d7aff_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/modal-voucher_2bc78d470ceb4ab254b2b01faa0d7aff_800.png 1x, https:\/\/images.storychief.com\/account_6827\/modal-voucher_2bc78d470ceb4ab254b2b01faa0d7aff_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/modal-voucher_2bc78d470ceb4ab254b2b01faa0d7aff_800.png\" alt=\"A modal-interview invite\" \/><\/picture><figcaption>A modal-interview invite.<\/figcaption><\/figure>\n<h3 id=\"dmtrs\">Segment power users to try out a new feature<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/power-users\/\" target=\"_blank\" rel=\"noopener noreferrer\">Power users <\/a>are the most successful and loyal customers. They are usually very keen to try out new features. This makes them <a href=\"https:\/\/userpilot.com\/blog\/ideal-beta-tester\/\" target=\"_blank\" rel=\"noopener noreferrer\">perfect beta testers<\/a>.<\/p>\n<p>What makes a power user depends on your product. In this case, it&#8217;s users who have used the product at least 20 times and were active in the last 5 days.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/power-users-how-to-segment-customers_c0fc9e6bf202879f287bd3ae0316da3a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/power-users-how-to-segment-customers_c0fc9e6bf202879f287bd3ae0316da3a_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/power-users-how-to-segment-customers_c0fc9e6bf202879f287bd3ae0316da3a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/power-users-how-to-segment-customers_c0fc9e6bf202879f287bd3ae0316da3a_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/power-users-how-to-segment-customers_c0fc9e6bf202879f287bd3ae0316da3a_800.png\" alt=\"How to segment customers in Userpilot: power users\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: power users.<\/figcaption><\/figure>\n<p>Once you decide on the criteria, invite them to take part in a test with a modal. Or help them discover the feature and track their behavior to evaluate its <a href=\"https:\/\/userpilot.com\/blog\/performance-reporting\/\" target=\"_blank\" rel=\"noopener noreferrer\">performance <\/a>without letting them know it\u2019s an <a href=\"https:\/\/userpilot.com\/blog\/product-experiment-how-to\/\" target=\"_blank\" rel=\"noopener noreferrer\">experiment<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/tooltip-how-to-segment-customers_7d6eb76f976c7a5b693924c3368939b5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/tooltip-how-to-segment-customers_7d6eb76f976c7a5b693924c3368939b5_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/tooltip-how-to-segment-customers_7d6eb76f976c7a5b693924c3368939b5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/tooltip-how-to-segment-customers_7d6eb76f976c7a5b693924c3368939b5_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/tooltip-how-to-segment-customers_7d6eb76f976c7a5b693924c3368939b5_800.png\" alt=\"A modal introducing a new feature\" \/><\/picture><figcaption>A modal introducing a new feature.<\/figcaption><\/figure>\n<h3 id=\"7m905\">Segment customers who failed to adopt a feature and trigger interactive walkthroughs<\/h3>\n<p>As we saw in the hypothetical example I used above, some features are more important than others. If your user fails to <a href=\"https:\/\/userpilot.com\/blog\/feature-adoption-101\/\" target=\"_blank\" rel=\"noopener noreferrer\">adopt <\/a>one of the core product features, you can help them adopt it with in-app <a href=\"https:\/\/userpilot.com\/blog\/onboarding-flow-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\">flows<\/a>.<\/p>\n<p>Here&#8217;s an example of such a <a href=\"https:\/\/userpilot.com\/blog\/usage-rate-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">segment<\/a>. It&#8217;s made up of users in Accounting roles who signed up more than a month ago but created fewer than 3 invoices, which is not enough for the <a href=\"https:\/\/userpilot.com\/blog\/feature-adoption-101\/\">feature adoption<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/adoption-how-to-segment-customers_9075a1ec62479ff82cbecd462dc7c496_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/adoption-how-to-segment-customers_9075a1ec62479ff82cbecd462dc7c496_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/adoption-how-to-segment-customers_9075a1ec62479ff82cbecd462dc7c496_800.png\" alt=\"How to segment customers in Userpilot: users who failed to adopt a feature\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: users who failed to adopt a feature.<\/figcaption><\/figure>\n<p>And here&#8217;s an example of an <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthrough<\/a> you could create to help users adopt the feature.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/interactive-walkthrough-how-to-segment-customers_d245b17f3f93ec6ee4c51106faa2d29b_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/interactive-walkthrough-how-to-segment-customers_d245b17f3f93ec6ee4c51106faa2d29b_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/interactive-walkthrough-how-to-segment-customers_d245b17f3f93ec6ee4c51106faa2d29b_800.jpg\" alt=\"Interactive walkthrough in Userpilot\" \/><\/picture><figcaption>Interactive walkthrough in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"12ef5\">Segment customers with negative feedback to improve customer experience<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Interactive walkthroughs<\/a> can also help you<a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> improve customer satisfaction<\/a>.<\/p>\n<p>To achieve this, segment customers with <a href=\"https:\/\/userpilot.com\/blog\/negative-nps-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">low survey scores<\/a> or who gave you a particular <a href=\"https:\/\/userpilot.com\/blog\/how-to-analyse-qualitative-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">qualitative <\/a>response (in Userpilot, you can tag NPS responses and use the tags to segment users). Here&#8217;s an example of such a segment: <a href=\"https:\/\/userpilot.com\/blog\/nps-detractors-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS detractors<\/a> (score &lt;7).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/detractors-segment-how-to-segment-customers_c530a1af0ea0dfea072929ae7ea907c9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/detractors-segment-how-to-segment-customers_c530a1af0ea0dfea072929ae7ea907c9_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/detractors-segment-how-to-segment-customers_c530a1af0ea0dfea072929ae7ea907c9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/detractors-segment-how-to-segment-customers_c530a1af0ea0dfea072929ae7ea907c9_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/detractors-segment-how-to-segment-customers_c530a1af0ea0dfea072929ae7ea907c9_800.png\" alt=\"How to segment customers in Userpilot: detractors\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: detractors.<\/figcaption><\/figure>\n<p>And here&#8217;s what the <a href=\"https:\/\/userpilot.com\/blog\/best-product-walkthrough-tools-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\">walkthrough <\/a>could start with.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/build-contextual-help-how-to-segment-customers_53e2f402e04bb9d01e8840c7b5174874_800.png 1x, https:\/\/images.storychief.com\/account_6827\/build-contextual-help-how-to-segment-customers_53e2f402e04bb9d01e8840c7b5174874_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/build-contextual-help-how-to-segment-customers_53e2f402e04bb9d01e8840c7b5174874_800.png 1x, https:\/\/images.storychief.com\/account_6827\/build-contextual-help-how-to-segment-customers_53e2f402e04bb9d01e8840c7b5174874_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/build-contextual-help-how-to-segment-customers_53e2f402e04bb9d01e8840c7b5174874_800.png\" alt=\"A walkthrough created in Userpilot to help dissatisfied users\" \/><\/picture><figcaption>A walkthrough created in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot <\/a>to help dissatisfied users.<\/figcaption><\/figure>\n<h3 id=\"dundt\">Segment existing customers for proactive approach<\/h3>\n<p>Ideally, you don&#8217;t want to wait for your users to complain in their <a href=\"https:\/\/userpilot.com\/blog\/negative-user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback<\/a>. It may already be too late to retain them.<\/p>\n<p>To<a href=\"https:\/\/userpilot.com\/blog\/reduce-churn-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\"> avoid user churn<\/a>, offer them <a href=\"https:\/\/userpilot.com\/blog\/proactive-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">proactive support<\/a> at the touchpoints in the customer journey where they might experience <a href=\"https:\/\/userpilot.com\/blog\/user-friction\/\" target=\"_blank\" rel=\"noopener noreferrer\">friction<\/a>.<\/p>\n<p>Especially, if they&#8217;re paying customers, like the ones in this segment.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/vip-how-to-segment-customers_174a0610fc351bbc80ef4cb428c2a3a1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/vip-how-to-segment-customers_174a0610fc351bbc80ef4cb428c2a3a1_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/vip-how-to-segment-customers_174a0610fc351bbc80ef4cb428c2a3a1_800.png 1x, https:\/\/images.storychief.com\/account_6827\/vip-how-to-segment-customers_174a0610fc351bbc80ef4cb428c2a3a1_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/vip-how-to-segment-customers_174a0610fc351bbc80ef4cb428c2a3a1_800.png\" alt=\"How to segment customers in Userpilot: new paying customers\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: new paying customers.<\/figcaption><\/figure>\n<p>To create a frictionless experience, you can create contextual in-app messages.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-tooltip-how-to-segment-customers_e1a94275d50c695f3864c9eadb7e5533.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-tooltip-how-to-segment-customers_e1a94275d50c695f3864c9eadb7e5533.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-tooltip-how-to-segment-customers_e1a94275d50c695f3864c9eadb7e5533.gif\" alt=\"Tooltips created in Userpilot to remove friction\" \/><\/picture><figcaption>Tooltips created in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot <\/a>to remove friction.<\/figcaption><\/figure>\n<h3 id=\"660up\">Segment inactive users for a re-engagement campaign<\/h3>\n<p>Inactive users eventually <a href=\"https:\/\/userpilot.com\/blog\/churned-user\/\" target=\"_blank\" rel=\"noopener noreferrer\">churn<\/a>, so you want to identify them in time.<\/p>\n<p>Start by defining an inactive user.<\/p>\n<p>In this example, it&#8217;s somebody who signed up more than 15 days ago, was last seen more than 7 days ago, and added fewer than 10 contacts.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/inactive-how-to-segment-customers_c251a507556a970289009052c58eb7f3_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/inactive-how-to-segment-customers_c251a507556a970289009052c58eb7f3_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/inactive-how-to-segment-customers_c251a507556a970289009052c58eb7f3_800.png\" alt=\"How to segment customers in Userpilot: inactive users\" \/><\/picture><figcaption>How to segment customers in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>: inactive users.<\/figcaption><\/figure>\n<p>The problem with inactive users is that you can&#8217;t <a href=\"https:\/\/userpilot.com\/blog\/reengaging-churned-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">reengage <\/a>them in-app. Use <a href=\"https:\/\/userpilot.com\/blog\/saas-email-marketing\/\" target=\"_blank\" rel=\"noopener noreferrer\">email<\/a>, like the one by Grammarly.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/re-engagement-email-example-grammarly-how-to-segment-customers_483925a570b765713fe28460471ac0f9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/re-engagement-email-example-grammarly-how-to-segment-customers_483925a570b765713fe28460471ac0f9_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/re-engagement-email-example-grammarly-how-to-segment-customers_483925a570b765713fe28460471ac0f9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/re-engagement-email-example-grammarly-how-to-segment-customers_483925a570b765713fe28460471ac0f9_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/re-engagement-email-example-grammarly-how-to-segment-customers_483925a570b765713fe28460471ac0f9_800.png\" alt=\"Grammarly re-engagement email\" \/><\/picture><figcaption>Grammarly re-engagement email.<\/figcaption><\/figure>\n<h2 id=\"ah0l4\">How to improve segmentation strategy with customer segmentation software<\/h2>\n<p>A <a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer segmentation platform<\/a> allows you to use a range of properties to segment your users for detailed analysis and targeted engagement.<\/p>\n<p>In Userpilot, you can segment customers based on:<\/p>\n<ul>\n<li><strong>User attributes<\/strong>, like name, ID, plan, web sessions, <a href=\"https:\/\/userpilot.com\/blog\/saas-signup-flow\/\" target=\"_blank\" rel=\"noopener noreferrer\">signup <\/a>date, etc.<\/li>\n<li><strong>Company data.<\/strong><\/li>\n<li><strong>Features <\/strong>they have engaged with.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/event-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">Events <\/a><\/strong>they\u2019ve completed.<\/li>\n<li><strong>In-app experiences <\/strong>they\u2019ve engaged with.<\/li>\n<li><strong>User feedback <\/strong>\u2013 both quantitative and <a href=\"https:\/\/userpilot.com\/blog\/how-to-analyse-qualitative-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">qualitative<\/a>.<\/li>\n<\/ul>\n<p>Best part?<\/p>\n<p>Userpilot allows you to collect customer data for segmentation thanks to its powerful <a href=\"https:\/\/userpilot.com\/blog\/userpilot-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">analytics <\/a>and feedback capabilities. And engage your target audience segments with in-app experiences and emails (thanks to CRM <a href=\"https:\/\/userpilot.com\/blog\/userpilot-integrations\/\" target=\"_blank\" rel=\"noopener noreferrer\">integrations <\/a>and webhooks).<\/p>\n<h2 id=\"dg1v5\">Conclusion<\/h2>\n<p>Customer segmentation is vital for customer and product success. It allows teams to gain an in-depth understanding of user behavior and engage them with relevant experiences across all touchpoints and customer journey stages.<\/p>\n<p>To find out more about Userpilot&#8217;s segmentation features, <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">book the demo!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer segmentation is the process of grouping customers based on shared characteristics, like feature usage or language. Segmenting customers enables teams to extract actionable insights from their behavior and offer personalized customer experiences.<\/p>\n","protected":false},"author":24,"featured_media":183594,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[1782,332,446,336,5028,868,316,201,514],"class_list":["post-183593","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement","tag-behavioral-segmentation","tag-customer-engagement","tag-customer-experience","tag-customer-segmentation","tag-customer-segments","tag-saas-user-segments","tag-user-engagement","tag-user-experience","tag-user-segmentation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Segment Customers for a Better Customer Experience<\/title>\n<meta name=\"description\" content=\"Learn how to segment customers in Userpilot for a range of use cases. 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