4. Segments

Segments allow you to organise your customers into meaningful groups so you don’t always have to view the entire portfolio at once. This makes it easier to focus on customer tiers, journey stages, or other criteria that matter for your workflow.

In this article, we’ll cover:

  • What segments are
  • How to create a segment
  • How to assign Impact Drivers to a segment
  • How to add properties to a segment

1. What are Segments?

Segments are groups of customers based on specific criteria. Common use cases include:

  • Customer Tiers (e.g. Enterprise, Mid-Market, SMB)
  • Customer Journey Stages (e.g. Onboarding, Adoption, Renewal)

By creating segments, you can zoom in on specific subsets of your customers and see the metrics, drivers, and insights that matter most.

2. Creating a Segment

  1. Click Add Segment from the top bar in the Insights view.

    Give your segment a title (e.g. Onboarding Customers).

    Choose the filter criteria.

    • Example: select Customer Journey Stage = Onboarding.
  2. Save the segment.

Your new segment will now appear in the top bar, showing how many customers match the criteria.

3. Assigning Impact Drivers

You can tie Impact Drivers directly to a segment.

Example: For Onboarding Customers you might want to track:

  • Value Realised
  • Customer Success Criteria Documented

This ensures that every customer in the segment is measured against the same value-based goals.

4. Adding Properties

In addition to drivers, you can define a set of properties that are always displayed for a segment.

For example, for the Onboarding segment you could add:

  • ARR (from HubSpot)
  • Monthly Active Users (HubSpot property)
  • Risk Detection Agent (AI Agent from ImpactPilot)

This creates a templated view so that every time you open the segment, the most relevant data is immediately available.

5. Summary

With Segments you can:

  • Group customers by tier, journey stage, or other filters.
  • Assign relevant Impact Drivers per segment.
  • Add a standard set of HubSpot and ImpactPilot properties.

This makes it easier to digest information across your portfolio and ensures consistency in how you track and manage different customer groups.

✅ Next step: Learn more about Impact Drivers to understand how they connect to your segments and measure customer value.

Related Articles