Contacts that belong to more than one strategic segment
In general,
Contact Optimization
selects the first value for a contact that belongs to multiple strategic segments.
Contact Optimization
determines the score for a contact that belongs to more than one strategic segment as follows:
If none of the strategic segments are included in the score matrix, the score for the contact is the score in the All Offers/All Customers intersection. The default value for the All Offers/All Customers intersection is 0. You can, however, enter another value for this cell.
If only one of the strategic segments is in the score matrix, the score for the contact is the score in the included strategic segment. Specifically, the score is found at the intersection of the offer that is associated with the contact, and the included strategic segment.
If more than one of the strategic segments is included on the score matrix, the score for the contact is that in the first (or, left-most) strategic segment in the score matrix. For example, take the following score matrix:
Example score matrix
All Customers
C4
C1
C7
All Offers
10.0
10.0
40.0
10.0
Gold
10.0
10.0
25.0
10.0
A contact belongs to both strategic segment C4 and C1 and that contact is to receive the Gold offer. The score that is assigned to that contact is 10, the score found at the intersection of the Gold offer and the first strategic segment the contact belongs to (C4).
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