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Table Table 1 Growth that compounds

The segment-to-decision map

A segment earns its place when a boundary changes work and leaves a trace.

BoundaryDecision that changesEvidence objectExpected traceFailure mode
PromiseWhich problem, use case, or value proposition is statedBuyer need, use case, requirement, or outcome definitionDifferent promise or qualification ruleDifferent label, same promise
ServiceWhich onboarding, support, or response level is offeredWork type, urgency, capacity, or contractual requirementDifferent service path or capacity useTier name with identical service
Price and termsWhich price, discount, credit, or contract rule appliesCost, value, risk, regulation, or negotiation objectDifferent terms and realized economicsTiering without a price decision
OwnerWho manages the relationship and decisionAuthority, knowledge, risk, and continuity requirementAccount owner or decision path changesField ownership changes only in CRM
RouteWhich direct, partner, or marketplace path is usedAccess, margin, service, and relationship dataDifferent route economics or accessChannel label with same work
RetentionWhich intervention or renewal path is triggeredRisk signal, cohort, contract, or observed behaviourDifferent action and outcome windowHealth colour with no intervention
MeasurementWhich denominator and period define successUnit, baseline, time window, and counterfactualComparable result or explicit unresolved statusSegment result cannot be compared

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Reference & Evidence

Source: Author's framework grounded in Stein, Smith, and Lancioni (2013) and Palmatier, Scheer, and Steenkamp (2007). Stein is conceptual; Palmatier et al. report relationship paths, not a segmentation taxonomy.

Each line is a claim from the register this journal publishes against, resolved from the register at build time.

  • B The paper is conceptual and its object is the diffusion of a capability: "The development and diffusion of customer relationship management (CRM) intelligence in business-to-business environments" Stein, Smith & Lancioni. (2013) · SSL13-C1
  • B The gap the paper names: management has "neglected to analyze this information across market segments, customer categories, and customer"-firm relationship forms, and its method aims at "an improved understanding of the in-forming process in the firm"'s dealings with clients and "the directionality of customer"-firm decision-making Stein, Smith & Lancioni. (2013) · SSL13-C2
  • A The design is dyadic and triadic: "In a study of 362 buyer"-"salesperson dyads using triadic data (from buyer, salesperson, and sales manager)", and the construct is new: "only salesperson-owned loyalty, a newly identified construct, directly affects the more tangible seller financial outcomes of sales growth and selling effectiveness" Palmatier, Scheer & Steenkamp (2007), Table 3 · PSS07-C1
  • A Stated intention, and the item says its own horizon: buyers "reported that they would try to shift an average of 26% of" their current purchases, the question being whether they would "try to shift to this salesperson"'"s new rep firm over the next 3 years?" Intention, not realised movement Palmatier, Scheer & Steenkamp (2007), appendix and p. 195 · PSS07-C2
  • A The contrast is between the two loyalties, in the authors' words: "only salesperson-owned loyalty, a newly identified construct, directly affects the more tangible seller financial outcomes of sales growth and selling effectiveness" Palmatier, Scheer & Steenkamp (2007), Table 3 · PSS07-C3
  • A The paper reports measured firm and interface levers that alter salesperson-owned loyalty and firm-loyalty paths Palmatier, Scheer & Steenkamp (2007), Tables 3 and 4 · PSS07-C4
  • B A segment is operational only when its boundary changes a promise, service level, price or terms, owner or route, or retention action Author framework grounded in Stein, Smith and Lancioni and customer-relationship evidence · B09-C1
  • B A segment label should be tested by the decision it changes and the cost or outcome that moves afterward, not by the label's descriptive appeal Author framework · B09-C2

Grades: A, verified against the printed page of the primary source · B, primary source, text layer only · C, authoritative secondary · D, reported.

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