Guest Segments in Cloudbeds CRM

The Cloudbeds CRM Segments feature allows you to create targeted guest segments based on various filters. This feature makes it easy to organize your customer profiles and send personalized marketing campaigns. Here's how to make the most of the Segment section.

What Are Guest Segments?

Guest Segments are custom filters applied to your guest profiles. These filters help you target specific groups for email campaigns based on various criteria such as room types, rate codes, guest location, and more. Once you create a segment, it becomes a powerful tool for organizing your marketing efforts.

Overview

After creating a segment, each one is displayed as a box in the Segments section. Here’s what you’ll find in each segment box:

• Email-Enabled Guests: The number of guests in the segment with email addresses ready for your campaigns.
• Average Daily Rate (ADR): The average booking rate for the guests in the segment.
• Contact Lists: The number of contact lists associated with this segment.
• Defined Filters: A breakdown of the specific filters applied to create this segment.

Creating a New Segment

1. Navigate to the Guests & Segments -> Segments section.
   
2. Click on the Create Guest Segment button in the top right corner of the page.
   
3. In the dialog box, you can define your filters to narrow your guest database based on specific criteria such as location, booking type, rate code, and more.

Segment Details

You can name your segment and select the contact lists you want to include here. This feature allows you to group guests by booking channels, properties, or sign-up forms, making it ideal for personalized campaigns.

Statistics

This section displays the number of guests who match your selected filters. If you’ve changed your filters, click the Refresh Statistics button to update the data.

Filters

This is where you create the specific criteria for your segment. To create precise segments, you can combine filters using "AND" "OR" conditions. For example:

• AND Filter: Guests who have spent more than £100 live within 100km of your property.
• OR Filter: Guests with a FLEX rate code.

To add additional filters, click the + button. You can also delete filters by clicking the bin icon.

How Filters Work

Each filter is composed of:

• Field: The data you want to filter, such as guest birthday, total nights stayed, location, lifetime room spend, etc.
• Comparison: For example, "greater than," "less than" for numerical values, or "contains" or "does not contain" for text data.
• Search Value: The specific value you filter, such as 100km for location searches.

Future Stays Filter

You may want to exclude guests with upcoming stays from specific email campaigns to improve engagement and reduce unsubscribes. You can enable this by ticking the "Exclude guests with future stays" box.

Once satisfied with your filters, click Save to store your segment for future use.

Viewing and Editing Segments

1. Hover over the segment and click View Details
2. Hover over the segment and click the pencil icon to open the ✏️Create/Edit Segment dialog.
3. Hover over the segment, click the 🗑️bin icon, and confirm the deletion in the dialog box.

In the Segment Details section, you can:

• Overview  the segment, including the number of profiles, the total spend, and the number of email addresses.
• Browse a detailed table of all contacts within the segment, which can be filtered and sorted by various fields.
• Navigate between pages and click on any guest's name to access their complete Guest Profile.