Fan CRM: Segments, Spending and LTV Estimates

Fan CRM organizes recorded fan activity into segments and shows spending and retention indicators. Use it to find records worth reviewing and to understand the assumptions behind the figures.

Open your fan dashboard

Sign in with an account that has a creator profile and open Fan CRM from the Creator Dashboard. The page shows segment distribution, a short list of higher-risk fans and a fan table. Select a fan to open the detail panel.

How the five segments work

The service combines five weighted scores:

Factor Weight

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Spending 35%

Engagement 25%

Recency 20%

Subscription tenure 10%

Consistency 10%

The usual score ranges are Whale at 80 or above, Regular at 50–79 and At Risk at 30–49. New subscribers and some inactive former subscribers have separate classification rules. The New segment covers subscriptions less than 30 days old. A fan can be classed as Lapsed after more than 30 inactive days with a cancelled or absent subscription, or when the remaining classification rules produce a score below 30.

These are product rules for grouping activity. The labels do not prove someone's future spending or intention to cancel. Inspect a fan's details before drawing a conclusion from the segment alone.

Recorded spending and the LTV estimate

The current detail panel displays stored lifetime spending and a monthly average. The service also calculates a separate predicted-LTV estimate, which the current panel does not display. That estimate uses this formula:

Predicted LTV = stored total spend + monthly average × assumed remaining months

The assumed remaining period is 12 months for a risk score below 30, 6 months for a score from 30 to 59, and 2 months for a score of 60 or above. These fixed periods are not an individually validated forecast.

The stored spend figure includes estimated subscription credits. It can differ from payment and payout records and does not replace a transaction history. The detail panel contains spending summaries, current subscription information, notes and a limited history of segment changes.

Search and sorting

Choose a segment to load its fan list. The current search box filters the loaded page, which contains up to 50 fans; it does not search every fan record on the server. The table also offers sorting by risk, inactivity and segment score.

The table's LTV sorting uses the stored lifetime-spend figure. It does not sort by the separate predicted-LTV estimate. Keep that distinction in mind when comparing fans.

When figures are refreshed

A daily task is scheduled to recalculate segments for eligible profiles with subscribers. A scheduled task does not guarantee that every record is current, so these figures should not be read as a live activity feed.

For additional activity indicators, open Churn and Retention. Messaging-dependent workflows should be assessed against the current roadmap, where the direct-messaging feature for users is listed as upcoming.