Getting Started With Value Segmentation to Identify Your Most Valuable Customers

Published: 26 July 2018 ID: G00366973


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Customer experience leaders must establish engaging relationships with customers while also contributing to business goals. CX leaders can leverage value segmentation to identify and focus on the customers most likely to maximize the business impact of CX and marketing initiatives.

Table of Contents

  • Introduction
  • Analysis
    • Apply Gartner's Value Framework to Your Segmentation Strategy
      • Highest-Value Customers
      • Valuable Customers
      • Low-Value Customers
    • Socialize the Strategic Role of Customer-Centric Value Segmentation
    • Focus on Your Highest-Value Customers
      • Identify Characteristics of Your Most Profitable Customers
      • Identify Characteristics of Your High-Affinity Customers
    • Develop Personas for Your High-Value Segments
  • Gartner Recommended Reading
© 2018 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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