What are the most popular RFM segmentation models for e-commerce marketing?
If you run an e-commerce business, you know how important it is to understand your customers' behavior and preferences. One of the most widely used methods to segment your customers based on their purchase history is RFM analysis. RFM stands for recency, frequency, and monetary value, and it helps you identify your most loyal, profitable, and responsive customers. In this article, you will learn what are the most popular RFM segmentation models for e-commerce marketing and how to apply them to your data.
RFM analysis is a simple but powerful technique that assigns a score to each customer based on three criteria: how recently they bought from you (recency), how often they buy from you (frequency), and how much they spend with you (monetary value). The higher the score, the more valuable the customer is for your business. You can use RFM analysis to group your customers into different segments and tailor your marketing strategies accordingly. For example, you can reward your best customers with loyalty programs, reactivate your dormant customers with special offers, or upsell your high-spending customers with cross-selling recommendations.
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Amanpreet Singh
ISB Co'23 (Dean’s List) | HFCL | Ex - Olx, Home Credit, Experian, Bajaj
RFM segmentation is crucial in e-commerce marketing, allowing businesses to categorize customers based on transactional behavior. Below are the popular RFM segmentation models I believe works nicely: • K-Means Clustering: Groups customers based on RFM values' similarity, suitable for large datasets with complex patterns. • Predictive RFM Models: Use ML to forecast future customer behavior, enabling proactive targeting with personalized marketing campaigns. • RFM-LTV Segmentation: Combines RFM with customer lifetime value (LTV) metrics, prioritizing resources towards customers with the highest long-term value. Apart from these, we have Basic RFM Segmentation, RFM Grid Analysis, RFM Percentile Ranking, and RFM Score Model.
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Riddhi K.
Marketing Associate | Content Strategy | B2B | B2C | Growth & Retention 🚀
RFM analysis assesses customers based on Recency (last purchase), Frequency (number of purchases), and Monetary value (total spending). Popular RFM segmentation models in e-commerce include Pareto/NBC, K-means clustering, and decision trees, helping tailor marketing strategies effectively.
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Roger Borrello
CRM Coordinator
OBS: Você poderá encontrar as siglas "RFV" no lugar de "RFM" em literaturas ou cursos a fora. A diferença fica apenas pela referência ao "V de Valor" no lugar de "M de monetário". Ponto interessante: A métrica é muito indicada para mercados B2C, porém no B2B sendo vendas de alto valor agrado e/ou alta complexidade, caso não haja um histórico de longo prazo, é interessante optar por outras métricas para classificação de clientes, por exemplo, "Share of Wallet", que é flexível quanto à variáveis e pontuações para serem utilizadas ou mesmo a tradicional "Curva ABC". O motivo é por conta da Frequência ficar com baixo volume não sendo uma amostra suficiente nestes cenários.
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Ramish Azeem
Deputy Manager E-commerce Operation at Ideas Private Limited First Mile | Last Mile | Fleet Performance & Management | Compliance | Operations Managements | Customer & Rider Experience | Logistics | Q-Commerce
RFM analysis is a straightforward yet potent method that assesses customers based on three key factors: recency, frequency, and monetary value. These metrics help gauge how recently a customer has made a purchase, how often they make purchases, and how much they spend. By assigning scores to these metrics, businesses can identify their most valuable customers and tailor marketing strategies accordingly. By segmenting customers based on their RFM scores, businesses can create targeted marketing strategies for different customer segments: High-Value Customers. At-Risk Customers. Low-Value Customers. Dormant Customers.
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Rahul Nidagundi
Marketing Analyst @ Horizontal Talent | Market Research, Content Marketing, Social Media Marketing, LinkedIn Top Voice
RFM analysis is a method used to identify valuable customers by examining three quantifiable factors: how recently a customer made a purchase (Recency), how often they make purchases (Frequency), and how much money they spend (Monetary).
Calculating RFM scores requires having a dataset with customer ID, order date, and order value for each transaction. You can use tools like Excel, Google Sheets, Python, or R. The basic steps are to calculate recency score by subtracting the most recent purchase date from the current date for each customer and ranking them from highest to lowest (with the most recent purchase receiving the highest score, usually 5). Frequency score is calculated by counting the number of orders for each customer and ranking them from highest to lowest (with the most frequent buyer receiving the highest score, usually 5). Monetary value score is calculated by summing the total amount spent by each customer and ranking them from highest to lowest (with the highest spender receiving the highest score, usually 5).
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Christopher Wright
Experienced Marketing Manager available for contract and consultation work
Capturing and collating the data is the key here. First of all make sure this is GDPR compliant then extract the data as a csv file and import into excel. Keep scoring simple (1-5) as stated in the article. You can explore other behavioural traits such as the customers regular purchases later. You can also build in lengthy periods of lapsed behaviour to recognise a change of behaviour in frequent, large spend customers. This then gives you the ability to send surveys to identify why they have lapsed and then target with appropriate offers, content to recapture their business.
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Riddhi K.
Marketing Associate | Content Strategy | B2B | B2C | Growth & Retention 🚀
To calculate RFM scores: Recency: Days since last purchase. Frequency: Total purchases within a defined period. Monetary: Total spending over the same period.
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Ramish Azeem
Deputy Manager E-commerce Operation at Ideas Private Limited First Mile | Last Mile | Fleet Performance & Management | Compliance | Operations Managements | Customer & Rider Experience | Logistics | Q-Commerce
Recency Score (R): Determine the time since the customer's last purchase or interaction. Assign a score based on recency, such as 1 for least recent and 5 for most recent. Frequency Score (F): Count the total number of purchases or interactions within a given period. Assign a score based on frequency, such as 1 for least frequent and 5 for most frequent. Monetary Value Score (M): Calculate the total monetary value of purchases made by the customer. Assign a score based on spending, such as 1 for lowest spending and 5 for highest spending. Combine these scores (e.g., R=4, F=3, M=5) to create an overall RFM score (e.g., 435). Segments can then be created based on these combined scores for targeted marketing strategies.
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Rahul Nidagundi
Marketing Analyst @ Horizontal Talent | Market Research, Content Marketing, Social Media Marketing, LinkedIn Top Voice
Typically, customers are scored on each RFM factor on a scale (e.g., 1-5). Recency score considers how recent their last purchase was, Frequency score looks at how often they purchase over a certain period, and Monetary score assesses the total amount spent.
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Waleed Uz Zaman Khan
Marketing Manager at Reactive Space | Strategic marketing leader with advertising expertise
To calculate RFM scores: Recency: Measure time since last purchase. Frequency: Count number of purchases over a period. Monetary: Calculate total spending. Assign scores based on quartiles or other criteria. Combine individual scores to generate an overall RFM score for each customer.
Once you have calculated the RFM scores for each customer, you can combine them into a single RFM code that represents their overall behavior. For instance, a customer who has a recency score of 5, a frequency score of 4, and a monetary value score of 3 would have an RFM code of 543. Afterward, you can segment the customers based on their RFM codes. The quintile method divides the customers into five equal groups based on their RFM scores, but it does not consider variations within each group or the interactions between the criteria. Alternatively, the custom method allows you to define your own thresholds and rules for creating RFM segments. On the other hand, the cluster method uses cluster analysis to group the customers into segments based on their RFM scores; however, this method requires more technical skills and interpretation.
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Riddhi K.
Marketing Associate | Content Strategy | B2B | B2C | Growth & Retention 🚀
Two popular RFM segmentation models in e-commerce are "RFM Score" and "RFM Grid." To create RFM segments, assign scores based on recency, frequency, and monetary value of customer transactions, then group customers into segments according to their scores.
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Ramish Azeem
Deputy Manager E-commerce Operation at Ideas Private Limited First Mile | Last Mile | Fleet Performance & Management | Compliance | Operations Managements | Customer & Rider Experience | Logistics | Q-Commerce
To create RFM segments, assign scores for Recency, Frequency, and Monetary Value individually. Combine these scores to form segments such as "High-Value," "At-Risk," "Low-Value," and "New Customers" based on predetermined score ranges.
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Rahul Nidagundi
Marketing Analyst @ Horizontal Talent | Market Research, Content Marketing, Social Media Marketing, LinkedIn Top Voice
Customers are segmented based on their RFM scores. For instance, customers with the highest score in all three categories (e.g., 555) are considered the most valuable, while those with the lowest (e.g., 111) are the least valuable.
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Wasif Khan
Growth Catalyst | Data Strategist | Business Leadership | Data Scientist | Business Analyst | Empathetic | Customer-Obsessed 🚀 Former Head of Key Accounts @Delivery Hero Trusted by 8000 followers
After calculating RFM scores for each customer, combining them yields an RFM code representing overall behavior. For instance, a customer with scores 5 for recency, 4 for frequency, and 3 for monetary value has an RFM code of 543. Segmenting customers based on RFM codes allows tailored strategies. The quintile method divides customers into five groups based on scores, but it lacks granularity. Conversely, the custom method lets you set thresholds for RFM segments. Meanwhile, the cluster method uses cluster analysis to group customers, demanding technical expertise. For example, using the quintile method, customers with RFM codes 543, 442, and 431 would fall into different segments based on their relative scores within each criterion.
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Christopher Wright
Experienced Marketing Manager available for contract and consultation work
If this is the first time you have used this technique, group them by code. Add a simple description to each group as an identifier. For example 145 RFM - Lapsed, frequent high spenders. This will help you when identifying what techniques to use in targeting them. Also avoid making the groupings complicated by putting similar codes together for example 251 and 142. There behavioural patterns are so similar it can be recognise that their purchasing habits are similar. As you get more familiar with this technique start to segment further by the types of products they purchase, are there certain patterns e.g dates when they purchase related to holiday periods? Start of simple then get smarter with your data if required.
After creating RFM segments, you can use them to design and execute your marketing campaigns. Depending on the characteristics and needs of each segment, you can choose different channels, messages, offers, and frequencies to communicate with them. For instance, you can thank your champions and loyal customers with personalized emails or reward them with targeted ads or coupons. You can also send win-back emails or discounts to your at-risk and hibernating customers to remind them of your value proposition. Additionally, you can introduce cross-sell or up-sell emails or recommendations to your big spenders and high-spending dormants. In this way, you can ensure that each segment receives the best communication for their needs.
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Riddhi K.
Marketing Associate | Content Strategy | B2B | B2C | Growth & Retention 🚀
To use RFM segments for marketing, target high-value customers (Recency), frequent purchasers (Frequency), and big spenders (Monetary) with personalized offers, loyalty programs, and targeted campaigns based on their segment characteristics.
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Susan Coelius Keplinger
CEO at Force of Nature | Performance Marketing at Scale
Tailor marketing strategies to each RFM segment. For Champions, consider loyalty programs and upselling. For At Risk customers, re-engagement campaigns with special offers might be effective. Personalize communication to match the characteristics of each segment.
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Rahul Nidagundi
Marketing Analyst @ Horizontal Talent | Market Research, Content Marketing, Social Media Marketing, LinkedIn Top Voice
Different strategies are employed for different segments. High RFM score customers might receive loyalty programs or exclusive offers, whereas lower score segments might be targeted with re-engagement campaigns.
To evaluate the effectiveness of RFM segmentation and marketing, you need to measure key performance indicators (KPIs) that are relevant for your business goals. These include customer lifetime value (CLV), customer retention rate (CRR), and customer acquisition cost (CAC). Comparing the CLV, CRR, and CAC of different RFM segments can help you identify which ones are more profitable and loyal, engaged and satisfied, or cost-effective and scalable. RFM analysis is a powerful tool for segmenting customers, optimizing marketing, and improving performance. You can gain valuable insights into customer behavior and preferences by using popular RFM segmentation models for e-commerce marketing, as well as experiment with different models and criteria to find the best fit for your business and goals.
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Ramish Azeem
Deputy Manager E-commerce Operation at Ideas Private Limited First Mile | Last Mile | Fleet Performance & Management | Compliance | Operations Managements | Customer & Rider Experience | Logistics | Q-Commerce
To measure RFM performance, track changes in customer segments over time based on their RFM scores. Monitor shifts in high-value, at-risk, and low-value segments to assess the effectiveness of marketing strategies and customer engagement initiatives.
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Rahul Nidagundi
Marketing Analyst @ Horizontal Talent | Market Research, Content Marketing, Social Media Marketing, LinkedIn Top Voice
Assess the success of your RFM-based campaigns by tracking metrics like changes in customer purchasing behavior, increased customer lifetime value, or improved engagement rates.
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Ramish Azeem
Deputy Manager E-commerce Operation at Ideas Private Limited First Mile | Last Mile | Fleet Performance & Management | Compliance | Operations Managements | Customer & Rider Experience | Logistics | Q-Commerce
One interesting insight from RFM analysis is discovering that a group of infrequent buyers actually has a high monetary value due to large purchases when they do buy. This challenges the conventional wisdom that frequent buyers are always the most valuable customers, showcasing the importance of analyzing both frequency and monetary value together for a complete understanding of customer behavior.
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Rahul Nidagundi
Marketing Analyst @ Horizontal Talent | Market Research, Content Marketing, Social Media Marketing, LinkedIn Top Voice
Go beyond basic RFM segmentation by integrating personalized marketing approaches and predictive analytics. This can involve using machine learning algorithms to predict future customer behavior based on their RFM scores.
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Anthony Branda, MBA, PhD, CAP
Chief AI & Data Analytics Officer
RFM Analysis has been in practice for many years since the Direct Marketing Revolution, which led to digitalization. However, many more accurate and newer AI and Predictive analytics methods make thinking about just a business rules-based approach such as RFM unnecessary. Why fly the 737 when you can fly Space X and take advantage of the full multi-dimensionality of more advanced methods that Data Science Brings? Just another way of thinking about this.
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