If you're running B2B outreach, you've probably noticed how generic mass emails just don't work anymore. You need to talk to the right people, at the right time, about the right things. That's where segmenting and tagging your contacts comes in. This guide is for anyone using Crisp who wants to actually use their contact data for targeted messaging, without drowning in features or buzzwords.
We’ll walk through how to segment and tag B2B contacts in Crisp step by step, what actually works, and what to skip.
Why bother segmenting and tagging?
Let’s be real: sending the same message to everyone wastes everyone’s time (including yours). If you’re selling to businesses, you want to:
- Group contacts by company, industry, or deal stage.
- Tag people with info like “decision maker,” “trial user,” or “webinar attendee.”
- Actually make use of this data when sending campaigns, follow-ups, or support.
If you don’t set up segments and tags, you’ll end up blasting emails that get ignored—or worse, annoy your best leads.
Step 1: Get your contact data into Crisp
You can’t segment what you don’t have. So let’s make sure your contact list is in decent shape.
Importing contacts
- Manual entry: Fine for the odd VIP, but don’t rely on this.
- CSV imports: Crisp lets you import contacts from a CSV file. This is the fastest way if you have a list.
- Integrations: Crisp connects with tools like Zapier, HubSpot, and Pipedrive. This is handy if your contacts live elsewhere.
Pro tip: Before importing, clean your list. Remove duplicates, fix weird formatting, and make sure you’re not importing ancient or irrelevant contacts. Garbage in, garbage out.
Step 2: Understand segments vs. tags
Don’t get tripped up by terminology. Here’s the difference:
- Segments in Crisp are saved filters based on contact properties (like company size, location, or custom fields). They update automatically as your data changes.
- Tags are simple labels you manually stick on contacts. Think of them as virtual sticky notes: “VIP,” “Churn risk,” “2024 event.”
What works:
Use segments for stuff that changes or gets updated (like “Active customers in SaaS”). Use tags for quick, human-applied labels (“Met at Expo West”).
What to ignore:
Don’t overbuild your system. If you’re spending more time managing tags than messaging people, you’re overthinking it.
Step 3: Decide what to segment and tag
Don’t just tag everything that moves. Focus on what’s actually useful for targeting.
Segment examples for B2B:
- Industry: SaaS, e-commerce, agencies, etc.
- Company size: “1-10 employees,” “11-50,” etc.
- Lifecycle stage: Lead, Opportunity, Customer.
- Location: North America, Europe, etc.
Tag examples for B2B:
- “Decision maker”
- “Product demo requested”
- “Attended Q2 webinar”
- “Needs follow-up”
Pro tip:
Start lean. You can always add more segments or tags later. Too many, and you’ll never remember what “Q1-MQL-2023” even means.
Step 4: Set up custom fields (if needed)
Crisp lets you add custom fields to contacts (like “Industry” or “Number of employees”). If you want to segment by something Crisp doesn’t track by default, add a custom field.
- Go to your Crisp dashboard → Contacts.
- Find the “Custom fields” section.
- Create the fields you actually need—don’t go wild.
Honest take:
Only create custom fields that you’ll actually use to filter or send messages. “Favorite ice cream flavor” is fun, but probably not actionable for B2B.
Step 5: Tag contacts (the right way)
You can add tags to contacts manually or (with some integrations/automation) automatically. Here’s how to do it without losing your mind.
Manual tagging
- Open a contact’s profile in Crisp.
- Add a tag in the tag field.
- Save.
Use manual tagging for small lists or when you’re reviewing leads individually.
Bulk tagging
- Go to Contacts.
- Select multiple contacts.
- Apply a tag to all of them at once.
This is handy after importing a new list or after an event.
Automated tagging (if possible)
If you’re using integrations (like Zapier), you can trigger tags based on form fills, demo requests, or other actions.
What works:
Automate repetitive tagging (e.g., everyone who fills out your B2B pricing form gets tagged “Pricing Inquiry”). Don’t try to automate every edge case.
Step 6: Create useful segments
Now that your data is in, start building segments that actually help you target messages.
Building a segment in Crisp
- Go to Contacts → Segments → Create a new segment.
- Choose your filters (like “Company size is greater than 50” or “Tag is Demo Requested”).
- Save the segment. Name it something you (not a robot) will understand six months from now.
Useful segment ideas:
- “SaaS leads in North America”
- “Customers with no activity in 30 days”
- “Decision makers at companies with 100+ employees”
Pro tip:
Less is more. Make a handful of segments you’ll actually use, not 50 you’ll forget.
Step 7: Use segments and tags for targeted messaging
Now for the good stuff: actually sending the right message to the right people.
Campaigns and automations
- When creating a campaign or automation, pick your segment(s) or tag(s) as the audience.
- Write messages that speak to that group. “Hey SaaS leaders” lands better than “Dear valued customer.”
- Keep it relevant. Don’t send sales pitches to people still in trial.
Examples
- Segment: “Demo requested” → Send a follow-up sequence with demo resources.
- Tag: “Event attendee” → Send a thank you and special offer.
- Segment: “Churn risk” → Trigger a check-in email or a call from your CS team.
What doesn’t work:
Don’t use segments/tags just to make yourself feel organized. If you’re not using them to send better messages or drive action, they’re just digital clutter.
Step 8: Review and clean up regularly
It’s tempting to set everything up and forget about it, but your segments and tags will get messy if you don’t check in.
- Once a month, review your list of tags and segments.
- Merge or delete any that are redundant or never used.
- Update contact data if you spot errors.
Honest take:
Nobody enjoys this part, but it keeps your messaging sharp and your inboxes healthier.
A few things to skip
- Don’t chase “perfect” data. You’ll never have 100% accurate info for every contact.
- Don’t over-tag. If you need a spreadsheet to track your tags, you’ve gone too far.
- Ignore “trendy” segments unless they make sense for your business. Tagging by “favorite productivity tool” won’t matter if you’re selling accounting software.
Keep it simple, iterate as you go
Targeted messaging isn’t magic; it’s just thoughtful, organized communication. Start with a few key segments and tags, use them, and improve as you see what works. Resist the urge to overcomplicate things—your future self (and your contacts) will thank you.
Ready to send messages that actually get responses? Get your segments and tags in order, and you’ll be way ahead of the B2B spam crowd.