Gartner Research

Getting Started With Value Segmentation to Identify Your Most Valuable Customers

Published: 26 July 2018

ID: G00366973

Analyst(s): Laurel Erickson


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
  • Key Challenges



  • 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

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