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RFM groups and score mapping: name your segments and assign scores
An RFM group is a customer segment, such as VIPs. The Groups tab names and ranks your groups. The Score Mapping tab decides which scores belong to which group. Open both at Settings > RFM.
Problem and intended user
This page is for the retention marketer, the person who runs email and repeat-purchase campaigns.
The problem arises when a three-digit score such as 543 means nothing to the people who plan campaigns. They need names such as VIPs, in an order that says who matters most. If the groups do not match how you talk about customers, a segment can get the wrong message, or none.
Current workflow
Most merchants keep a lookup table in a spreadsheet. One column holds each customer's score and the next holds a segment label, filled by hand or with a formula. The merchant then copies the labelled list into an email tool or an ad platform.
Prerequisites
- Data: your order and customer data is connected and imported. Without it, the page shows a message that setup is not finished. While Nexus prepares the data, the page shows Still preparing this view. See While your data imports.
- Setup: set up your score bands first. See RFM scores and points.
How Nexus works
Nexus saves your groups, their ranking and your score mapping. Nexus then applies a fixed lookup: each customer has a score, and the score belongs to one group. AI plays no part.
You approve each change yourself. You confirm a delete in a dialog. You save a new order or a new mapping with the save bar. Creating and renaming a group apply when you select Create or Save in their dialogs. Nexus moves no customer until you select Recalculate.
Set your points first, because the Score Mapping tab shows the scores they produce. Recalculate last, because the Customers pages read the recalculated scores.
Create a group
- Open Settings > RFM > Groups.
- Select Create group.
- Enter a Group name. Use 1 to 64 characters. Each name must be unique, ignoring capitalisation.
- Select Create.
Nexus shows the new name in a message and adds the group at the bottom of the ranking. A new group has no scores yet. Assign scores to it on the Score Mapping tab.
Rename a group
- Select Rename on the group row.
- Change the Group name.
- Select Save.
Nexus shows Group renamed. The change applies at once.
Reorder groups
- Drag the grip handle at the start of a row to a new position.
- Select Save in the save bar. Select Discard to undo the move.
Nexus shows Unsaved order change — use Save to apply the new ranking. until you save. Then it shows Group order saved.
You can also use the keyboard. Focus the grip handle. Press Space to lift the row. Press the arrow keys to move it. Press Space to drop it.
Delete a group
WARNING
Deleting a group moves all of its scores to Unassigned. Those customers drop out of RFM segments until you map their scores to a group again.
- Select Delete on the group row.
- Read the count of customers in the dialog.
- Select Delete to confirm.
A delete applies at once. Nexus shows a message that the scores of the group are now Unassigned.
Move a score to another group
- Drag a score card onto another group box. Select the X on a card to move it to Unassigned.
- Review the message that counts your unsaved reassignments.
- Select Save in the save bar. Select Discard to undo.
Nexus shows Score mapping saved. after a save. You can also move a card with the keyboard. Press Space to lift it, the arrow keys to move it and Space to drop it.
Customers in an Unassigned score belong to no group. Move each score into the group where you want those customers to appear.
Recalculate after you save
Warning: your changes do not move customers until Nexus recalculates the scores.
- Select Recalculate under the tabs.
- Wait for Recalculation queued.
- Reload the Customers pages later.
A change to your groups or score mapping flags the stats as out of date. The badge Stats may be out of date shows until you select Recalculate. See RFM scores and points for details.
Exact output
The Groups list
A group is a customer segment with a rank. Rank 1 is the best. The page says: customer segments ranked from best to worst. Each row shows the group name, its rank and its customer count. A row also carries a grip handle, Rename and Delete. The heading Groups shows the number of groups in brackets.
The rank sets the order of the segments on your Customers pages.
The Score Mapping board
Open the Score Mapping tab. The page says which customer group each R-F-M score belongs to. It shows one box per group, in rank order. A full-width Unassigned box sits at the end. Each box shows its number of scores and holds score cards. A card shows a three-digit score, with Customers, Orders, Revenue, Rev/customer and AOV.
The Score legend at the top explains each digit. It shows the Recency, Frequency and Monetary range of every digit, taken from the Points tab.
What to do with it
| What you see | Decision or action | Owner |
|---|---|---|
| A group name that does not match how you talk about customers | Select Rename and change the Group name. | retention marketer |
| Groups in an order that does not match their value | Drag the rows into the order you want, then select Save. | retention marketer |
| A group that you do not use | Select Delete. Check the customer count in the dialog first. | retention marketer |
| A score in Unassigned | Drag its card into a group, or leave it if those customers need no segment. Then select Save. | retention marketer |
| The badge Stats may be out of date | Select Recalculate, then reload the Customers pages later. | retention marketer |
Expected value and measurement
Clear groups can help you find the right customers and keep segment names in step with your campaigns. A group name or rank is a label. It does not change how customers buy.
To check the result, run Recalculate. Then open Insights > Customers > Segment Overview and read the segment cards. Compare each customer count with the count on the Groups list before your change. Open Insights > Customers > All Customers and use the Segment filter to see who sits in a segment.
Warning: you cannot isolate the effect of a mapping change from new orders or campaigns. Customers also move between groups as they buy.
Limitations and exceptions
- Changes do not move customers at once. The badge Stats may be out of date clears when Nexus queues the job, not when the recalculation finishes.
- No groups. No RFM groups yet — create the first one to start segmenting customers. means your store has no group. Select Create group.
- No scores. No RFM scores configured for this store yet. means your store has no scores to map. Contact support.
- Name rules. A name outside 1 to 64 characters shows Group name must be 1–64 characters. Group names must be unique, ignoring capitalisation. A duplicate shows a message such as: a group named "VIP" already exists.
- Last group. You cannot delete your last remaining group. The dialog shows a message and nothing changes.
- A change fails. Nexus shows a message such as Could not save the group., Could not delete the group., Could not save the group order. or Could not save the score mapping. Nothing changes. Try again.
- Segments row on Store Status. Settings > Store Status has a Customer segments (RFM) row. It tracks the daily update of each customer's RFM group and score in Shopify. It shows Not enabled until the Customer segments app block is on your published theme. See Store Status.
- No legend. If Nexus cannot load your points, the Score Mapping tab shows no Score legend. The board still works.
- Page does not load. The banner Could not load RFM configuration carries a message. Contact support if it stays.
- Demo Mode. Both tabs are view-only and show the Sample data badge. The controls are disabled. Hover over one to see Disable demo mode to edit RFM configuration. Demo Mode hides the Recalculate button.