There are over 25 customer account data fields sent from Offset to Campaign Monitor upon syncing. If a customer account in Offset is part of multiple Groups, multiple Clubs, or has multiple Tags affixed, all those Group names, Club names, and Tags will be synced to their customer record in Campaign Monitor.
When using segmentation rules to build Segments in Campaign Monitor, those rules review the data that was synced to those customer records.
If your aim is to isolate customers from one Group, one Club, or one Tag via a Segment in Campaign Monitor, yet their customer accounts are in multiple Groups, multiple Clubs or have multiple Tags, then using the segmentation rule of “matches exactly” will not produce accurate results.
As an example for viewing, this customer account is in multiple Offset Groups...
The sync from Offset will populate all those Group names to the customer record in Campaign Monitor...
If this winery’s aim is to segment only the customers in the “2025 Fall Member Release” Group the segmentation rule of “matches exactly” will not work. When entering that Group name into the text cell of the rule, Campaign Monitor will be looking for customer records with only that text in the Group data...
Since this customer record has more text than just “2025 Fall Member Release” in the Group cell, it will not be added to the segment. Functionality wise for Campaign Monitor’s rules, the cells don’t “match exactly”.
Here is an example of a customer that is only in the “2025 Fall Member Release” Group, so in using the rule “matches exactly” their customer record would be included in the results...
To account for this, a solve is that you would need to use the segmentation rule of "contains" instead of “matches exactly”. Yet the rule "contains" requires a single and unique word only used once across all your Group names. Using “contains” means that Campaign Monitor will look for that one word among all your Group data within customer records.
Customers don't see the Group names. In this scenario, the winery could rename the group from "2025 Fall Member Release" to "Fall Member Release - Unique" or add some other single unique word that is not used in any other Group name. Then in the segmentation rules, use the option "contains" and in the text cell, only type the one word "Unique".
When changing a Group name be sure to sync after saving these changes, as the customer records in Campaign Monitor will need to be updated.