Segments in Customer Insights - Journeys: Quotes & Products
This post will show you how to build segments using Quotes and Quote Products - these segments are perfect for honing in a potential customers who have expressed interest in particular products, so that you can send targeted content such as special offers or deals for the products they are most interested in.
More Customer Insights - Journeys Segment related content here.
If this looks familiar, or your brain has exploded trying to understand the pathways - this ones for you.
Quotes & Quote Products
Quotes and Products are central to the Dynamics 365 Sales functionality, they are out of the box tables designed to help you capture pricing details of products that potential customers and interested in.
QUOTE RELATIONSHIP DIAGARAM
The relationship from Contact to Quote product uses a ‘Customer’ lookup which could be directly to a Contact or an via an Account
The relationship from Contact to Quote product is a little bit complicated as there are afew ways they might be linked because it uses a ‘Customer’ lookup which could be a Contact or an Account. The segment builder has no concept of Customer so you need to ensure you build a query for each possible pathway that applies to your scenrio.
If the ‘Potential Customer’ is a Contact its pretty simple.
Quote Product > Quote via Quote > Contact via Potential Customer (Contact)
If the ‘Potential Customer’ is an Account there are a few ways you may want to decide which contacts to use such as the Primary Contact
Quote Product > Quote via Quote > Account via Potential Customer (Account) > Contact via Company Name (Account)
OR the Contacts associated to the Account
Quote Product > Quote via Quote > Account via Potential Customer (Account) > Contact via Primary Contact
Show all Contacts who have an Active or Lost quote for a specific product so that I can send them information about a special offer
You may want to use a combination of the above relationships also, so here is an example for each of the three possible pathways from Quote Product to Contact(s).
Step by step
This will focus on Contacts related to an Account.
Create a ‘Contact’ based segment
Add ‘Quote’ (quote) as a ‘Related table’
At this point, we won’t try to add Quote Product, you can try but expect to see an error! Create a condition on the quote to make the relationship ‘stick’ in the segment builder and also to not send the promotion to Quotes that have already been ‘Won’ select ‘Status’, select the pathway Quote > Account > Contact set the condition to Is In ‘Active’ or ‘Closed’
Add Quote Product (quotedetail) as a ‘Related table’
Repeat the same steps for Quote Product (quotedetail) - add as a ‘Related table’.
Then add a condition for Quote Product, search for ‘Existing Product’, add to ‘Existing Group’ ‘In Group 1’. Select the pathway Quote Product > Quote > Account > Contact as seen below, then set the condition to select the product or products you want to target for the promotion.
Save, aaaaaand done!
Your segment is ready - remember you can change ‘is’ to ‘Is In’ to include multiple products in the ‘Existing Product’ line.
Until next time
The real-time segment builder still has some quirks and kinks to be ironed out, especially when using data queries across multiple hops. I highly encourage you to sense check the membership by cross checking with a view filter or outbound segment. I’m closely tracking the use of ‘connections’ in segment and will post as soon as this is up and running properly. If you have any other segment suggestions I could help with - leave me a comment!