Customer Segmentation and At-Risk Tracking
Understand your VIP customers, identify who's at risk of churning, and take action before you lose them.
4 min read
What Is Customer Segmentation?
CrewBrix automatically analyses every customer's behaviour and assigns them to a segment based on how recently they used your services, how often they book, and how much they spend. This is sometimes called RFM analysis (Recency, Frequency, Monetary).
Understanding your segments lets you focus retention efforts where they matter most — and spot problems before they become lost customers.
Customer Segments
| Segment | Criteria | What to do |
|---|---|---|
| VIP | High spend, frequent visits, recent activity | Prioritise scheduling, personal thank-you, loyalty offers |
| Loyal | Regular visits, good spend, slightly less frequent | Keep them happy, consider a loyalty programme |
| At Risk | Previously active but hasn't booked in a while | Outreach campaign, check-in call |
| Lost | Long inactive — likely went to a competitor | Win-back campaign, discount offer |
| New | First or second visit only | Strong first impression, follow-up survey |
Viewing Segments in the Customer List
In the Customers tab, use the filter buttons at the top of the list:
- All — every customer.
- VIP — your highest-value customers.
- At Risk — customers who need attention.
- Active — customers with a job in the last 90 days.
Tap any filter to see only that segment.
The Customer Health Score
Each customer has a Health Score (0–100) visible on their profile and in the customer list. The score is calculated from:
- Days since last completed job (recency).
- Number of jobs in the last 12 months (frequency).
- Total spend in the last 12 months (monetary value).
- Survey response scores (satisfaction).
- Payment behaviour (overdue invoices lower the score).
A score of 80+ is healthy. Below 50 triggers an At Risk flag.
Acting on At-Risk Customers
- In the Customers tab, tap At Risk to see the filtered list.
- Sort by Highest Spend to prioritise your most valuable at-risk customers.
- Tap a customer and go to the Activity tab to see when you last contacted them.
- Take action: call them, send a check-in SMS, or create a follow-up job.
The Customer Follow-ups screen (accessible from the Customers tab → Follow-ups) gives you a dedicated workflow for working through at-risk customers systematically.
Tagging VIP Customers Manually
If a customer doesn't yet meet the algorithmic VIP criteria but you know they're important (e.g. a large commercial account that just signed up), manually apply the VIP tag from their profile. This pins them to the VIP segment regardless of score.
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