Visualizing RFM Segmentation

Segmentation based on RFM (Recency, Frequency, and Monetary) has been used for over 50 years by direct marketers to target a subset of their customers, save mailing costs, and improve profits. RFM analysis is commonly performed using the Arthur Hughes method, which bins each of the three RFM attributes independently into five equal frequency bins. The resulting 125 cells are depicted in a tabular format or as bar graphs and analyzed by marketers, who determine the best cells (customer segments) to target. We propose an interactive visualization of RFM that helps marketers visualize and quickly identify important customer segments. Additionally, we show an integrated filtering approach that allows marketers to interactively explore the RFM segments in relation to other customer attributes, such as behavioral or demographic, to identify interesting subsegments in the customer base. We depict these RFM visualizations on two large real-world data sets and discuss how customers have used these visualizations in practice to glean interesting insights from their data. Given, the widespread use of RFM as a critical, and many times the only, segmentation tool, we believe that the proposed intuitive and interactive visualization will provide significant business value.