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Segmentation is the most effective commercial weapon of your CRM base. Instead of treating all your customers the same way, Sendocki automatically classifies them into behavioral groups based on their purchase history — and you adapt your approach to each group.
A VIP who spends 5000 MAD/month doesn’t deserve the same attention as an at-risk customer who has refused 3 deliveries in a row. Segmentation lets you instantly distinguish the two and act accordingly.
Customer segmentation dashboard

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The 7 Sendocki segments

Sendocki automatically classifies each customer into one (or more) segments based on criteria you configure yourself.

🆕 New

Recently registered customers with few orders. Your future loyal base if you take care of their first experience.

🌟 Top buyers

Your big buyers in volume or amount. Your business core — to pamper as top priority.

💎 Loyal

Regular customers with low cancellation rate. Stable, predictable, profitable. Every merchant’s dream.

⚠️ COD Risk

Customers who have accumulated COD delivery failures. To handle carefully (pre-confirmation call, prepayment, etc.)

😴 Inactive

Customers who haven’t ordered for X days. To reactivate via a targeted campaign before they forget you definitively.

🚫 Blocked

Problematic customers manually blocked by your team (fraud, abuse, fake numbers). Sendocki alerts you if a new order arrives from a blocked customer.

👤 Regulars

All other customers — neither VIP, nor at risk, nor inactive. The majority of your base. To gradually convert into Loyal or Top buyers.

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Why segmentation changes your business

Focus your efforts where it matters

20% of your customers often generate 80% of your revenue. Segmentation shows you who these 20% are, you stop wasting time on low-value accounts.

Adapt your tone and offers

A Top buyer receives a premium and exclusive message. An Inactive one receives a re-engagement promo. A New one receives a welcome guide. A single tool, multiple voices.

Identify risks in advance

The “COD Risk” segment prevents you from re-delivering a parcel to a customer who systematically refuses. Direct savings on shipping costs.

Recover lost customers

The “Inactive” segment is your priority re-engagement list. Reactivating an old customer costs 5x less than acquiring a new one.

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Marketing strategies per segment

Goal: transform the first order into the start of a long relationship.Action ideas:
  • Welcome WhatsApp within 24h after first order
  • Personalized delivery follow-up
  • Feedback request after delivery
  • “Next order” promo with limited timeframe
KPI to track: New → Regular conversion rate (visible in Sendocki dashboard)
Goal: keep your business core engaged, prevent them from looking at competitors.Action ideas:
  • Early access to new products
  • Regular VIP promo code (at least once a quarter)
  • Priority customer service (faster WhatsApp response)
  • Small gifts in parcels (handwritten notes, samples)
  • Request reviews and testimonials (they are your best ambassadors)
KPI to track: annual retention rate of Top buyers
Goal: maintain regularity, increase average basket.Action ideas:
  • Personalized recommendations (based on their history)
  • Referral program (“recommend a friend, earn X”)
  • Regular but non-intrusive communications
  • Smart cross-sell (“you liked X, try Y”)
KPI to track: average basket evolution Loyal vs Regulars
Goal: continue serving this customer (without blocking them) but reduce financial risk.Action ideas:
  • Systematic confirmation call before shipping (no surprise delivery)
  • Request prepayment (transfer, payment link) if possible
  • If several successive failures → move to Blocked segment after customer alert
  • Document in a customer note the reason for failures (address change, dispute, etc.)
KPI to track: COD success rate of this segment vs global base
Goal: bring back customers who have disappeared (often without particular reason).Action ideas:
  • “We missed you” campaign with a commercial advantage (promo, free shipping)
  • Personalized WhatsApp mentioning their last order (“How do you find product X you got?”)
  • Announcement of a novelty likely to interest them
  • If no reaction after several re-engagements → stop (respect silence)
KPI to track: Inactive → Regular reactivation rate following campaign
Goal: avoid serving customers who cost you more than they bring in.When to manually block a customer:
  • Proven fraud (multiple fake numbers, fraudulent returns)
  • Systematic abuse (repeated unjustified refusals)
  • Insults / harassment of your support team
Sendocki alerts you if a new order arrives from a blocked customer — you can reject it before shipping.Best practice: always document the reason for blocking in the customer card (internal transparency, legal compliance).

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Configure segmentation thresholds

Segments are not fixed: you set the criteria that define each one, adapted to your business.
1

Go to Settings → Segmentation

User menu → Settings → Segmentation tab
Segmentation settings page
2

Enable / disable each segment

If a segment is not relevant to you (e.g. you have no COD so “COD Risk” useless), simply disable it.
3

Configure the New segment thresholds

  • Maximum number of orders in a given pipeline stage (e.g. “less than 3 delivered orders” → New)
  • Reference pipeline stage (generally “Delivered”)
4

Configure the Top buyer segment thresholds

Three criteria, each separately activatable (you can use one, two, or all three):
  • Minimum number of orders (e.g. 10+ orders)
  • Minimum total spent (e.g. 5000+ MAD)
  • Minimum average basket (e.g. 500+ MAD)
The more criteria you enable, the more restrictive the Top buyer segment.
5

Configure the Loyal segment thresholds

  • Minimum number of successful orders in a given stage
  • “Recent” delay (e.g. successful orders in the last 90 days)
  • Maximum cancellation rate (e.g. less than 10% cancellations)
  • Pipeline stages to count successes and failures separately
6

Configure the COD Risk segment thresholds

  • Minimum number of COD failures (e.g. 3+ consecutive refusals or unreachable)
  • Pipeline stages considered as failures (e.g. “Cancelled”, “Refused”)
7

Configure the Inactive segment threshold

  • Inactivity period (e.g. no orders for 120 days)
  • Pipeline stages taken into account
8

Save

Segments are automatically recalculated for all your existing customers according to the new criteria. You immediately see the impact in the customer list and the dashboard.
The Blocked segmentation is not configured via thresholds — it triggers manually when you block a customer from their card (with a reason to document).

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Segmentation dashboard

Beyond individual use per customer, Sendocki offers you an overview of your base composition:
  • 📊 How many customers in each segment
  • 📈 Evolution over time (are your VIPs growing? are your Inactive exploding?)
  • 💰 Revenue contribution per segment (do Top buyers really represent 80%?)
This lets you steer your customer strategy at a global level, not just transaction by transaction.
Segmentation dashboard

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Concrete use cases

You want to send a WhatsApp to all your Top buyers for Black Friday?
  1. Customer List → Advanced filter → Segment = “Top buyer”
  2. You get your exact list (e.g. 47 customers)
  3. Open each card, send your personalized promo template
A Top buyer customer moves to Inactive (alert signal: they’re no longer buying for 3 months)?Sendocki automatically updates their segment. If you follow the Inactive list regularly, you detect them early and you can act before they are definitively lost.
Segmentation dashboard view → you see that your Inactive represent 40% of your base. Signal that you need either a big reactivation campaign, or accept that many of your customers are “one-shots”.
You’re pitching your business to an investment fund. Segmentation gives you objective data: “30% of our customers are Loyal, with an average basket of 850 MAD and a retention rate of 78%.” It’s more convincing than “we have a good base”.

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Best practices

If only 2 customers out of 5000 enter your Top buyer segment, the segment loses its interest. Adjust thresholds to have segments populated enough to be actionable (ideally 5-20% of your base per top segment, 30-50% for Regulars).
Your business evolves: average price going up, new premium range, geographical expansion. Thresholds defined at start can become obsolete. Do a quarterly check to stay relevant.
Your confirmation, support, delivery agents must know how to react differently depending on the segment of the customer in front of them. Do a quick training with internal rules (“VIP → escalate if problem”, “COD Risk → confirm twice”, etc.).
The Blocked segment is definitive (until manual action on your part). An annoyed customer on Tuesday can become a good customer the following month. Block only proven fraud and repeated abuse — not simple dissatisfaction.

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What’s next?

Your customer list

Filter your base by segment

Customer card

See a specific customer’s segment + act accordingly