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Overview

Customer Events are financial Financial and marketing events performed by customers outside CRM.COM and registered within CRM.COM to be rewarded or additionally processed by other functions. For example, every time a customer 'likes' a facebook page, visits a website or makes a purchase from a shops (all handled as customer events), they can be awarded accordingly. Customer events can be created manually through the Web API or User Interface, or automatically by the system.

Customer Events Features

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can be registered in the system for additional processing and rewarding.  Customers events can include actions such as a visit to a specific website, a purchase from a shop, a 'Like' on a Facebook page or a referral to a rewards program. 

CRM.COM customer events can be registered in the system through the Web API or manually from the user interface.

Customer events functionality

  • Customer events are processed by the reward engine and are evaluated against existing offers.  Eligible events are awarded, crediting the customer's reward account (wallet).
  • Spend request events are used to redeem awards.  Customer wallets are debited when awards are redeemed.
  • Anchor
    types
    types
    There are several customer event types, each associated with one or more reward offer classifications to either award or redeem money. 
  • Purchase: Capture a purchase taking place in an external system
  • Referral: Capture the referral of one customer referring another one
  • Achievement : Captures an achievement earned by a customer: 
    • Financial Achievement: Captures a financial achievement earned by a customer such as spending an 'x .  
    • The Purchase type tracks purchases that take place in external systems.
    • The Referral type tracks referrals.
    • The Social Media type tracks Facebook 'Likes'.
    • The Web type tracks website visits.
    • The Achievement type tracks a form of success.  E.g., being one of the first 100 customers in a new store. 
    • The Financial Achievement type tracks success of a commercial nature.  E.g. spending a predetermined amount of money using a specific card.
    • The Financial Statement: Captures events are compared against  type tracks events in relation to key business objectives
    • Social Media: Captures a Facebook 'like'   
    • Web: Captures a visit to a website
    • Spend Request: Captures a spend done from earned awards

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    • . E.g. spending a predetermined amount of money within a period.
    • The Spend Request type tracks the spending of awards.

Setting Up Customer Events

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Configuration > CRM Application > Customer Events

Classifications

Customer Event Classifications are used to put customer events into categories, enabling various business processes to apply different business rules to each classification.  The classification of customer events is only mandatory for achievement and financial achievement type events.

Classification fields

The table describes the sections of customer events classifications Data Entry page, and explains how the fields in the page are used.events can be assigned a classification that is used to evaluate each event against reward offers.  Each classification can be available to selected event types.  It is mandatory to define a classification for the Achievement and Financial Achievement types.

Classification fields

 Mandatory   Configurable

 : Determines the type . The type can be one of the following:

  • Web

    • Main Information
    Name
    Select the Type    		 of customer events that can use the specific classification:

    • Purchase

    • Referral

    • Social Media

    • Web

    • Achievement

    • Financial Achievement

    • Financial Statement

    • Spend Request


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    Key performance

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    indicator (KPI)

    Key performance indicators are used to measure the performance of key business objectives in order to evaluate if they are achieved or not. They are used for creating 'Financial Statement' customer events and can also be used as conditions on awarding participants through Financial Statement Reward Offers.

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    KPIs measure how effectively a business is achieving its objectives.  KPIs are assigned on financial statement (type) customer events and used as criteria to evaluate the eligibility of events to be awarded through financial statement reward offers. 

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    Key Performance Indicators fields

    The table describes the sections of Customer Events Key Performance Indicators customer events key performance indicators Data Entry page , and explains how the fields in the page are used.

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    Even if specific products are defined, any product available in the system can be selected and added when adding the KPI to a 'Financial Statement' customer event

    products used to calculate the aggregate value measured by the KPI when evaluating reward offers.

    Key Performance Indicator Products

    A list of Products taken into consideration while calculating the aggregated value that is measured by the Key Performance Indicator

    • All Products
    • Specific Products: If selected then only the products added are taken into consideration while calculating the aggregated value
    Note
    Note

    All products which are available in the system (even if not defined) can be included in the calculation of a KPI added to a financial statement customer event. However, if the customer event is evaluated to award a reward offer, only the products defined as Specific Products of in the KPI will be taken into consideration while calculating the aggregated value measured by the Key Performance Indicatorconfiguration will be included in the calculation.

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    Business definitions

    Customer Events definitions event definitions are business rules which that are used to control behaviour of the behavior of customer events throughout their life cycle, such as .  For example, the rules can define which types of events that can be are processed automatically, or the maximum amount that participants are allowed to redeem every time.
    There on one occasion.  There can only be one active definition at a time.

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    Definition fields

    The table describes the sections of Customer EventsDefinitions customer event definitions Data Entry page , and explains how the fields in the page are used.

     Mandatory   Configurable 

    The state of the Definition which can be Only '' can exist Spend Defines business rules that are automatically applied when creating and processing spend request customer events.
    Main Information
    State: 'Active' or 'Inactive'. There can only be one active definition at a time.

    Processing Automation 

    Defines business processes that are automatically applied on to Customer Events

    Purchase Customer Events AutomationDefines a list of invoice types that will automatically create ' purchase ' (type) customer events when posted.

    Event Types Processed Immediately

    Enables specific customer event types which can be automatically set for immediate processing . Types which are set to be selected immediately (on saving). Event types selected for immediate processing cannot be disabled when creating a customer event. If you would like to have

    For the option to set process an event to be processed immediately upon creation then at a later stage, do not enable them from the definition. 

    The customer event types which can be processed immediately are:

    • Purchase
    • Web
    • Social Media
    • Financial Statement
    • Spend
    Payment Medium Brand Automation

    Defines the rules that are used to automatically set the payment medium brand on purchase or financial achievement customer events, based on the format of the specified payment medium identifier.
    These rules apply are applied only if the customer event is submitted with a specified payment medium identifier but and without a payment medium brand.

    Rule Name

    Automatically Set to Payment Medium Brand: The payment Select the medium brand that will automatically to be set on the customer event if the conditions are fulfilled.

    Conditions: The payment medium identifier criteria that must be met in order to automatically set the specified payment medium brand on the customer event that triggered the rule.
    It is mandatory to specify at least one of the condition criteria.

    Formatting: The formatting that will be used to set up the conditions. The following options are available

    . At least one criterion must be specified.

    The following formattingoptions are available for setting up the conditions:

    Simple Formatting: A selection of

    condition

    criteria is presented that can be used to specify the conditions.

    • Payment Medium Identifier Length Range: The rule is applied if the range of (inclusive values for the length of the Payment Medium identifier.  If the range ) values is specified and the values are within the that range, the rule is applied. 
    • Payment Medium Identifier Begins with: If specified, then the Payment Medium identifier should begin The rule is applied if the identifier starts with the specified value.

    • Payment Medium Identifier Ends with:

      If specified, then the Payment Medium identifier should end

      The rule is applied if the identifier ends with the specified value.

    Advanced Formatting: The conditions are specified by defining a regular expression.

    • Regular Expression: the regular expression that will be used Used to evaluate the rule against the specified Payment Medium identifier. 
    Payment Medium Type Automation

    Defines the rules used to automatically set the payment medium type brand on purchase or financial achievement (type) customer events, based on the format of the specified payment medium identifier.
    These rules apply are applied only if the customer event is submitted with a specified payment medium identifier but and without a payment medium typebrand.

    Rule Name

    Automatically Set to Payment Medium Type: The payment Brand: Select the medium type that will automatically to be set on the customer event if the conditions are fulfilled.

    Conditions: The criteria that payment medium identifier criteria that must be met in order to automatically set the specified payment medium type on the customer event that triggered the rule.
    It is mandatory to specify at least one of the condition criteria.

    Formatting: The formatting that will be used to set up the conditions. The following options are available

    . At least one criterion must be specified.

    The following formatting options are available for setting up the conditions:

    Simple Formatting: A selection of

    condition

    criteria is presented that can be used to specify the conditions.

    • Payment Medium Identifier Length Range: The rule is applied if the range of (inclusive values for the length of the Payment Medium identifier.  If the range ) values is specified and the values are within the that range, the rule is applied. 
    • Payment Medium Identifier Begins with: If specified, then the Payment Medium identifier should begin The rule is applied if the identifier starts with the specified value.

    • Payment Medium Identifier Ends with:

      If specified, then the Payment Medium identifier should end

      The rule is applied if the identifier ends with the specified value.

    Advanced Formatting: The conditions are specified by defining a regular expression.

    • Regular Expression: the regular expression that will be used Used to evaluate the rule against the specified Payment Medium identifier.  
    Payment Medium Identifier Automation

    Defines the rules used to automatically adjust the payment medium identifier specified on purchase or financial achievement (type) customer events, before saving the events . For example, if the identifier is used to represent are saved.

    E.g., If a card number , you can select to only keep the first or last 4 characters of the card numberis used as the identifier, keep only the last four characters.

    These rules apply are applied only if the customer event is submitted with a specified payment medium identifier. The adjustment is performed just before saving the information and once other processing is completed and before saving.

    Adjustment Method : The method that will be used to adjust the Payment Medium identifier. The available options are:options include:

    • No Adjustment (the default Option, which applies to existing Definitionsdefinitions)
    • Keep X Last Characters
    • Keep X First Characters

    The Number of Characters: The number of characters (Last or First) that should be kept after when adjusting the Payment Medium identifier. This is applicable and mandatory unless the 'No Adjustment' option is selectedpayment medium identifier must be defined.

    Processing Rules

    Defines business rules that are automatically applied while when creating and processing Customer Events
    General RulesAllowed Days for Submitting Spend Requests on Purchase Customer Events: Defines the maximum period allowed to create a spend request for a purchase event. It is measured in days and allowed values are bettwen 1 and 180.Value defining period should be in the range of 1 to 180.

    Spend Request Customer Events Rules

     

    Rule Name

    Allow Creating Spend Requests for Specific Amount:Determines whether a specific If enabled, a mandatory amount to be spent on the event can be specified on a spend request customer event. If enabled, then the amount will become mandatory on the event.

    Minimum and Maximum Spend Request Amount: Defines the minimum amount that can be requested through a spend request. This information is optional and applicable only if the "Allow Creating Optional, applicable if Allow Creating Spend Requests for Specific Amount" is checked. Maximum Spend Request Amount: Defines the Define the minimum or maximum amount that can be requested through a spend request customer event. This information is optional and is applicable only if the "Allow creating Spend Requests for specific amount" is checked.
    If minimum and maximum amounts are not specified then the they will not be validated., respectively.  

    Reject Spend Requests If the Requested Spend Amount is Not Covered: If enabled, then spend requests will not be rejected (and not created in CRM.COM ) if the requested amount for that combination of products, date / time, unit is more than the wallet balance. The requested spend amount is either the amount of the related unless the total value of all products at the requested date and time is covered by the wallet balance.

    Note

    Spend request customer events must be created against a purchase customer event, i.e., a purchase made using awards. The 'Requested Spend Amount' is either the total cost of the associated purchase customer event or the amount specified on the spend request customer event.

    Applicable Classifications: Defines a list of spend request customer event classifications which should be associated with spend request customer event types in order for the rule to be applicableapply.

     

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    Related configuration areas

    The following modules are related to Customer Events and may be configured for the Customer Events module to operate at Mandatory modules must be configured for the Customer Events module to work.

    Optional modules may be configured for the Customer Events module to operate at its full capacity.

    Module Manual LinkAreaDescriptionConfiguration

    Rewards

    		Reward Offers

    Configure the reward offers that the cutomer customer events will be evaluated against.

    		OptionalMandatory
    Accounts ReceivablePayment Medium BrandsConfigure the payment medium brands that can be used when creating purhcase purchase and financial achievement customer events.Optional
    Accounts Receivable Payment Medium TypesConfigure the payment medium types that can be used when creating purhcase purchase and financial achievement customer events.Optional
    Financial TransactionsInvoice TypesConfigure the invoice type which will that trigger the creation of purcahse purchase customer events.Optional

    Using Customer Events

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    CRM > Customer Events > Access Customer Events

    Customer events vary in type and according to what information you would like to log the respective type must be selected. Click on New > 'Customer Event Type' from the Summary page of Customer Events.

    • Purchase: Capture a purchase taking place in an external system
    • Referral: Capture the referral of one customer referring another one
    • Achievement : Captures an achievement earned by a customer. 
    • Financial Achievement: Captures a financial achievement earned by a customer such as spending an 'x amount of money using a specific card
    • Financial Statement: Captures events are compared against key business objectives
    • Social Media: Captures a Facebook 'like'   
    • Web: Captures a visit to a website
    • Spend Request: Captures a spend done from earned awards

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    Customer Events fields

    The table below describe the sections of each Customer Event's type Data Entry page, and explains how the fields in the page are used. Some fields are available to all types and some are specific to the type. Check the last table column to see the type the defined fields are available for.

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     Accounts Receivable: The accounts of the customer that the event is executed for. In case of rewards the account is also associated with a rewards participant which will be the one that will benefit from the awards. (not available for referrals)

    Classification: The classification of the customer event which can be evaluated through rewards to award a customer. Only customer event classifications which are related with the specified customer event type can be selected.

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     Performed On: The date on which the event was performed.

    Life Cycle State: Can be 'Posted' or 'Cancelled'.

    External system: Defines the third-party system that generated the customer event.  It can only be set by the WEB APIs. For example, a POS or a portal.

    External system Reference Number: A reference number of the event that uniquely identifies it in the external system and in CRM.COM.

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    All

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    Amount: The amount of the financial achievement customer event

    Payment Medium: The medium used for the purchase (e.g. debit or credit card). Specifying any of the settings/fields is optional. The following can be specified:

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    Process Immediately: Determines whether the customer event should be processed immediately by various business processes, or not.  Not processed immediately is the default.
    Process Immediately will be selected (checked) and set to read-only, if the specific customer event type has been defined through the 'active' customer events definition. 

    Period: The period which is measured and evaluated through the financial statement customer event. The period is represented by month and year.
    The combination of the accounts receivable, customer event classification and period must be unique

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    Process Immediately: Determines whether the customer event should be processed immediately by various business processes, or not.  Not processed immediately is the default.
    Process Immediately will be selected (checked) and set to read-only, if the specific customer event type has been defined through the 'active' customer events definition.

    Payment Medium: The medium used for the purchase (e.g. debit or credit card). Specifying any of the settings/fields is optional. The following can be specified:

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    Reference Number: The reference number of the purchase as logged in the external system.
    i.e. if the Purchase event is created based on an invoice from a POS, then the reference number will be the customer's Receipt Number.

     Financial Transaction: The CRM.COM Financial Transaction related to the purchase.

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    Process Immediately: Determines whether the customer event should be processed immediately by various business processes, or not.  Not processed immediately is the default.
    Process Immediately will be selected (checked) and set to read-only, if the specific customer event type has been defined through the 'active' customer events definition.

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    • Facebook 

    ...

    • Facebook
      • Like

    ...

    There are multiple customer event types (listed below).  Select the type that reflects the information you intend to log. Events are logged in the system through Web APIs but can also be manually created through the UI.

     Click on New > Customer Event Type from the customer events Summary page.

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    Purchase fields

    The table below describes the sections of purchase customer event Data Entry page and explains how the fields in the page are used.

     Mandatory   Configurable

     Main Information

    Accounts Receivable of the customer associated with the event, or (in case of rewards) of the participant who will benefit from the awards.

    Classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Performed By Unit: The unit that initiated the event. E.g., the store where the purchase took place.

     Performed On (date/time)

    Life Cycle State: 'Posted' or 'Cancelled'.

    Process Immediately: Initiates business procedures directly after saving, such as reward offer evaluations. Check to enable (not checked by default).  If the specific customer event type has been defined through the active customer events definition, it will be checked and set to 'read-only'.

    Reference Number of the purchase as logged in the external system (the customer's receipt number, if the purchase event is created based on a point of sale invoice).

    Related Financial Transaction: CRM.COM transaction related to the purchase.

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs. 

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Payment Medium (e.g., visa debit or credit card). The following settings or fields are optional:

    • Payment Medium Brand (e.g., American Express)
    • Payment Medium Type (e.g., credit card)
    • Payment Medium Identifier: A text field, which accepts alphanumeric characters, e.g., a card number.

    The brand and type inherit the values set at the customer definition provided the identifier meets the definition rules.

    Purchase Details (read-only)

    • Total Purchased Amount
    • Total Awarded Amount (earned from reward offers through the specific purchase)
    • Total Spend Amount(awards redeemed on the partial or full payment of the purchase)

    Products

    (Itemized list of purchases)

    Quantity can be edited, defaults to '1'.

    Total Amount for each product = (Quantity * Net Amount) + VAT.

    The Net, VAT and Total Purchased Amountsare updated when products are added or removed.

    Award Transaction

    Results from a reward offer associated with the event under evaluation and can generate a transaction that credits the wallet of the participant.

    Spend Requests

    'Spend Request' customer events submitted against the purchase customer event

     

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    Referral fields

    The table describes the sections of referral customer event Data Entry page and explains how the fields in the page are used.

     Mandatory   Configurable

     Main Information

    Referred Participant

    Referred By Participant (will be awarded only after the referred participant is awarded)

    Performed By Unit: The unit that initiated the event.

     Performed On (date/time)

    Classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Life Cycle State: 'Posted' or 'Cancelled'.

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs.

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Award Transaction

    Results from a reward offer associated with the event under evaluation and can generate a transaction that credits the wallet of the participant.

     

    Social media fields

    The table describes the sections of social media customer event Data Entry page and explains how the fields in the page are used.

     Mandatory   Configurable

    '' .Website: The website URL related to the customer event.ProductsThese are the purchased products. Quantity defaults to 1 but can be overwritten

    Total Amount: The total amount of the purchase.

    The total amount per product is automatically calculated based on the Net and VAT Amount for each product.  The three amounts below the individual product entries (Net Amount, Total Amount and VAT Amount)are product totals automatically updated by the additions and removals of products.    Measured Key Performance IndicatorsThe Key Performance Indicators which are measured through the financial statement
    Multiple KPIs can be specified on each financial statement but the combination of the KPI and related product must be unique.Key Performance Indicator: Define at least one Key Performance Indicator which is measured through the financial statementProduct: The product which is related to each defined KPI
     Main Information

    Accounts Receivable of the customer associated with the event, or (in case of rewards) of the participant who will benefit from the awards.

    Classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Performed By Unit: The unit that initiated the event.

    Performed On (date/time)

    Social Media (e.g., Facebook)

    Profile (e.g., Facebook)

    Action (e.g., 'Like')

    Life Cycle State: 'Posted' or 'Cancelled'.

    Process Immediately: Initiates business procedures directly after saving, such as reward offer evaluations. Check to enable (not checked by default).  If the specific customer event type has been defined through the

    active

    customer events definition

    		 Web

    Process Immediately: Determines whether the customer event should be processed immediately by various business processes, or not.  Not processed immediately is the default.
    Process Immediately will be selected (checked) and set to read-only, if the specific customer event type has been defined through the 'active' customer events definition.

    Purchase Customer Event: The purchase customer event which the specified spend request is used to settle.

    Requested Spend Amount: The amount that should be spent by the requested customer Event.

    This information is applicable and mandatory if it is enabled through the spend request rules of the 'active' customer events definition. In this case, the 'spend amount' defaults to the total purchase customer event amount but can be edited by users.

    Actual Spend Amount : The actual amount redeemed

    Instant Spend: Informs whether the spend request customer event was created instantly as a result of an instant spend Reward Offer.

    Instant Spend is a read-only field set by the system.

    Automatic Spend: Defines if the spend request customer event was created as part of the automatic awards spending process.

    This is applicable only for the automatic awards spending process and not for the instant spend process

    Reduction Method: A read-only field that defines how the amount that was requested to be spent will be reduced. One of thefollowing methods will be set:

    • Front-End Reduction: The reduction was done by the front-end system (for example the POS).
    • Back-End Reduction: The reduction was done by a back-end system (for example PayPal).

    The decision on which reduction method should be applied, is taken based on the 'Performed by Unit' field. If that unit is mapped to a rewards participating merchant then the reduction method defined on the merchant is adopted.

    		Spend
    Purhcase 
    Spend RequestPurchase

    Spend request customer event(S) submitted against the purchase customer event

    		 
    Financial Statement
    Note

    Even if Specific Products are defined in the configured KPI, any product available in the system can be selected and added here.
    However, if the Customer Event is evaluated to award a reward offer, only the products defined as specific products of the KPI will be taken into consideration while calculating the aggregated value measured by the Key Performance Indicator.

    Value :The value of each defined KPI

    Financial StatementAward Transaction

    All apart from spend

    An award transaction made available as a result of a reward offer related to the event under evaluation which can result to a wallet transaction to credit the wallet of the participant.

    All apart from spend

    Spend TransactionSpend

    A spend transaction made available as a result of spending of awards which can result to a wallet transaction to debit the wallet of the participant.

    Rules that may apply to the creation of the reward spend transactions are configured in the customer event definition, 'spend request customer event rules'

    Spend

    , it will be checked and set to 'read-only'.

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs.

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Award Transaction

    Results from a reward offer associated with the event under evaluation and can generate a transaction that credits the wallet of the participant.


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    Web fields

    The table describes the sections of web customer event Data Entry page and explains how the fields in the page are used.

     Mandatory   Configurable

     Main Information

    Accounts Receivable of the customer associated with the event, or (in case of rewards) of the participant who will benefit from the awards.

    Classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Performed By Unit: The unit that initiated the event.

     Performed On (date/time)

    Website (URL)

    Process Immediately: Initiates business procedures directly after saving, such as reward offer evaluations. Check to enable (not checked by default).  If the specific customer event type has been defined through the active customer events definition, it will be checked and set to 'read-only'.

    Life Cycle State: 'Posted' or 'Cancelled'.

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs.

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Award Transaction

    Results from a reward offer associated with the event under evaluation and can generate a transaction that credits the wallet of the participant.

     

    Achievement fields

    The table below describes the sections of the achievement customer event Data Entry page and explains how the fields in the page are used.

     Mandatory   Configurable

     Main Information

    Accounts Receivable of the customer associated with the event, or (in case of rewards) of the participant who will benefit from the awards.

    Classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Performed By Unit: The unit that initiated the event. For example, the store that registered the customer.

     Performed On (date/time)

    Life Cycle State: 'Posted' or 'Cancelled'.

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs.

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Award Transaction

    Results from a reward offer associated with the event under evaluation and can generate a transaction that credits the wallet of the participant.


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    Financial achievement fields

    The table below describes the sections of financial achievement customer event Data Entry page and explains how the fields in the page are used.

     Mandatory   Configurable

     Main Information

    Accounts Receivable of the customer associated with the event, or (in case of rewards) of the participant who will benefit from the awards.

    Classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Performed By Unit: The unit that initiated the event. For example, the participant's bank branch.

     Performed On (date/time)

    Life Cycle State: 'Posted' or 'Cancelled'.

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs.

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Product for which the achievement is registered (e.g., a business loan).

    Amount of money for which the achievement is registered (e.g. the remaining balance of the business loan).

    Payment Medium: Information associated with the payment medium for which the achievement is registered(e.g., visa debit or credit card). The following settings or fields are optional:

    • Payment Medium Brand (e.g., American Express)
    • Payment Medium Type (e.g., credit card)
    • Payment Medium Identifier: A text field that accepts alphanumeric characters.  E.g., a card number.

    The brand and type inherit the values set at the customer definition provided the identifier meets the definition rules.

    Award Transaction

    Results from a reward offer associated with the event under evaluation and can generate a transaction that credits the wallet of the participant.

     

    Financial statement fields

    The table below describes the sections of financial statement customer event Data Entry page and explains how the fields in the page are used.

     Mandatory   Configurable

     Main Information

    Accounts Receivable of the customer associated with the event, or (in case of rewards) of the participant who will benefit from the awards.

    Classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Performed By Unit: The unit that initiated the event. For example, the participant's bank branch.

     Performed On (date/time)

    Life Cycle State: 'Posted' or 'Cancelled'.

    Period (month and year) 

    The combination of the accounts receivable, customer event classification and period must be unique.

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs.

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Measured Key Performance Indicators (KPIs)

    (Multiple KPIs can be specified on each statement but the combination of KPI and related product must be unique)

    Name: The KPI that is measured through the statement.

    Product: The product that is related to the defined KPI.

    Value: The amount that will meet the KPI objective and trigger the reward.

    Note

    All products available in the system can be selected and added, even if specific ones are defined in the configured KPI.
    However, if the customer event is evaluated to award a reward offer, only the products specific to the KPI will be taken into consideration when calculating the aggregated value it measures.

    Award Transaction

    Results from a reward offer associated with the event under evaluation and can generate a transaction that credits the wallet of the participant.


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    Spend request fields

    The table below describes the sections of spend request customer event Data Entry page for each type of customer event and explains how the fields in the page are used.

     Mandatory   Configurable

    Main Information

    Accounts Receivable of the customer associated with the event, or (in case of rewards) of the participant who will benefit from the awards.

    Purchase Customer Event: ID Number of the event that the spend request is used to settle.

    Performed By Unit: The unit that initiated the event. E.g., the store where the award was redeemed.

     Performed On (date/time)

    Requested Spend Amount: The amount that should be spent.  Applicable and mandatory if it is enabled through the spend request rules of the active customer events definition.  In this case, the 'spend amount' defaults to the total purchase customer event amount and can be edited.

    Classification: The classification of the customer event that can be evaluated through rewards to award a customer. Only customer event classifications associated with the specified customer event type can be selected.

    Actual Spend Amount: The redeemed amount.  Applies only to automatic awards and not to the instant spending process.

    Life Cycle State: 'Posted' or 'Cancelled'.

     Reduction Method of requested amount (read-only). The reduction method depends on the 'Performed by Unit' field. If that unit is mapped to a rewards participating merchant, then the reduction method defined on the merchant is adopted.

    • Front-End Reduction: Performed by the front-end system (e.g., a point of sale).
    • Back-End Reduction: Performed by a back-end system (e.g., PayPal).

    Process Immediately: Initiates business procedures directly after saving, such as reward offer evaluations. Check to enable (not checked by default).  If the specific customer event type has been defined through the active customer events definition, it will be checked and set to 'read-only'.

    Instant Spend (read-only, set by the system): Indicates whether the event was created as a result of an instant spend Reward Offer.

    Automatic Spend (read-only): Indicates whether the event was created as part of the automatic awards spending process (as defined by the rewards merchants and participants)

    External system (read-only): Defines the third-party system that generated the customer event, e.g., a point of sale or portal. It can only be set through the WEB APIs.

    External System Reference Number (read-only): Provides a unique ID for the event (in the external system and CRM.COM).

    Spend Transaction

    Results from the spending of awards and can generate a transaction that debits the wallet of the participant. 

    'Spend request customer event rules', which may apply when creating reward spend transactions, are configured in the customer event definition.

     

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    Creating and processing customer events

    Note

    Actions are subject to validations which Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).

    Selecting and creating a customer event

    ...

    Navigate To select a customer event, navigate to 'Access Customer Events' and and specify the criteria that match the customer events you are interested in , or click on NEW > 'Customer Event Type' from the Actions Menu to create a new customer event. Proceed by providing the mandatory information as defined in the table above, depending on the customer event type before you SAVE(for example, Type and Life Cycle State).

    Manual creation

    To create a customer event, navigate to 'Access Customer Events' and click on NEW from the Actions menu, selecting the required type of customer event.

    Automatic creation

    All customer Customer events can be created manually either through the user interfce or through created in an external system and imported in into CRM.COM via through a WEB API.  Customer events of type purchase

    Purchase customer events can also be automatically created when an invoice an invoice is registered in CRM.COM.
    I.e., When CRM.COM integrates with a 3rd party system   When a third-party system (such as a POS (Point point of Salesale) and the later updates CRM.COM with a new sale (i.e. the POS triggers the creation of , a new invoice )is created.  At the same time, CRM.COM can at the same time create a Purchase Customer Event to be used by purchase customer event for the rewards platform.
    This option should be defined in the 'Active' Customer Event Definition to be applicable.  Once the Financial Transaction Types that trigger the Purchase Customer Event are defined, a Purchase Customer Event will be created whenever an Invoice of that Type is Posted.

     


    The financial transaction types that trigger purchase customer events when an invoice is posted must be defined in the active customer event definition.

    Modifying a customer event

    ...

    Customer events cannot be modified once created.

     

    ...

    Canceling a customer event

    ...

    Customer events can be cancelled . For (for example, if in case a customer returns the goods orchased, then the related customer event should be cancelled. Click on Actions > a purchased good).

    Click on Cancel from the Actions Menu menu of the Data Entry page of the even you wish to cancelevent that should be canceled. 

    If the event had triggered an award or sped spend transaction and a the respective credit wallet or debit wallet transaction respectivelytransactions, then all transactions are cancelled so that awards will be removed from the wallet or put back. canceled and the awards are returned.

    If the customer event is of type 'Purchase' then any type Purchase, then spend request customer events referring to that the purchase are also 'Cancelled'canceled.

    Preconditions

    The action is not available if the Customer Event customer event is already 'Cancelled'

    ...

    canceled.

    Previewing awards on purchase customer events 

    ...

    Many CRM.COM Reward Offers are directly related to Purchase Customer Events.  Awards are granted for purchase customer event, as long as the offer conditions are met. It is possible to preview the awarded amount information before the event is submitted (ONLY VIA WEB API). By using the Preview function, the following information is available:

    ...

     generate awards for purchase customer events (subject to conditions).

    By using the 'Preview' function, it is possible to view the following information on the awarded amounts before submitting an event (through WEB API only):

    • Amount to be awarded
    • Amount to be spent instantly
    • Additional amount that can be spent on a Purchase Customer Event purchase customer event (based on what is funds available in the customer's loyalty account).

     

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    ...

    Setting payment brand and type

    ...

    automatically

    Purchase and financial achievement customer events hold information related to the payment brand or type which can be related to a type of credit or debit card e.t.c 

    In case no Payment Type or Brand is specified, there is the option to set their values automatically by setting up rules triggered when saving the Purchase and Financial Achievement Customer Event Types, based on the provided payment identifier and the rules that are configured in the 'active' customer event definition.

    Blocking spending for rewards participants

    ...

    It is possible to block participants from spending their awards (i.e. from creating spend request customer events) Payment brand and type (for example, 'visa debit') is stored with purchase and financial achievement customer events. In case a payment type or brand is not specified, the process can be automated using the payment medium identifier.

    Set up rules that are triggered when the events are saved, in the active customer event definition.

     

    Blocking spending for rewards participants

    ...

    Spend request customer events can be blocked, stopping the spending of awards, in case of a dispute or a suspicion of fraud. In such a case the spend request creation will be denied by the system.View 

    Refer to Rewards for more information. 

    ...

    Applying business flows on customer events

    Immediate versus batch processing

    ...

    ...

    Customer events can be directly evaluated and processed by the rewards engine so that awards will be given or awarded at a later stage through a batch processin one flow. In order for immediate processing to occur there exist two requirementsan event to be processed immediately:

    1. 'Process Immediately' field is must be enabled on the customer eventsevent.
    2. The 'Evaluation Method' field of the reward offer which that will evaluate the event is must be set to 'Batch Process and Interactively'.

    Only speccific The customer event types and reward offer classifications that allow immediate processing and these are:

    Customer Event Types
    • Purchase
    • Social Media
    • Web
    • Financial Statement
    • Spend
    Reward Offer Classifications
    • Reward Behavior
    • Utilise Free Capacity
    • Increase Revenue, Transaction based
    • Increase Revenue, Product based

     

    ...

    As aforementioned, once a customer event is executed a reward offer will be eveluated either immediately or later through a batch run to decide whether the rewards participant will be awarded for the event that took place on their behalf.  

    ...

    • Increase Revenue, Transaction based
    • Increase Revenue, Product based

     

    Anchor
    attributes
    attributes
     Reward offer - customer events relation

    ...

    All customer event types except 'spend request' are used for awarding rewards participants.

    Customer events are evaluated by the rewards engine, either when the event is executed or at a later stage with other customer events in one flow, to determine whether the participant will be awarded. 

    When a rewards participant redeems an award, a spend request customer event must be registered in CRM.COM with the information for the redemption. Once the spend is successfully processed by the system, the participant's wallet will be is debited accordingly by the redeemed amount. 

    Spend request customer events can only be created for specific purchase customer customer events. For example, awards are redeemed by making new purchases. Purchases are registered on the spend request, and participants pay the difference, in cases where the cost of the When a rewards participant uses an awarded amount to make a purchase:

    • A purchase customer event is created
    • A spend request event is created and associated to the purchase event
      • Awards are redeemed 
      • If the cost of a purchase is greater than the sum of

    ...

      • the awards in the participant's wallet, the participant must pay the difference.

    The following table displays the reward offer classifications that each customer event type is associated with and therefore will be evaluated against, given provided that a reward offer of the same classification is set up in CRM.COM.

    Customer Event Type

    Reward Offer Classification

    Purchase

    • Utilise Free Capacity 

    • Increase Revenue, Transaction

    • Increase Revenue, Product Based

    • Reward Loyalty, Transaction Amount Based

    • Reward Loyalty, Transaction Number Based

    • Reward LotyaltyLoyalty, Transaction item Quantity Based

    Referral

    Referrals Reward

    Achievement

    Reward Achievements 

    Financial Achievement

    Reward Financial Achievement

    Social Media

    Reward BehaviourBehavior

    Web

    Reward BehaviourBehavior

    Spend Request

    Spend Requests are triggered by Customer Requests Triggered by customer requests rather than specific Reward Offersreward offers, for redeeming their Awardsawards.


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    Customer

    ...

    event business examples

    Canceling customer events

    Panel
    nameblue
    titleManual cancellation of returned purchases

    Scenario 1

    Company ZX will be importing import purchase customer events (to be awarded) into CRM.COM from a 3rd third-party system using WEB APIs. If customers regret their , for rewarding purposes. In case a customer regrets making a purchase, then the update process in CRM.COM is performed manually.  A The user must trace the events and accounts related to the returned goods and cancel those events before rewards are calculated. There are cases where the customer returns the goods AFTER he has been awarded the In some cases, customers return the goods AFTER they have been awarded points for the purchase.
    Company ZX needs a rollback process that will handle such cases:

    • Purchase has not been awarded points yet

    • Purchase has already been awarded points

    Solution

    for purchases awarded with points and for those that have not yet been awarded.

    Solution

     

    User Process

    The Cancel

    Action

    action will be used

    to cover

    for both requirements.

    The

    In each case, the system will decide

    , according to each case, whether the event will simply be cancelled

    whether to (only) cancel the event, or whether

    there are associated

    awarded points

    awarded that

    should also be deducted from the

    Reward Participant

    reward participant's account.

     


    Award participants using event

    ...

    classifications

    Panel
    nameblue
    titleAward sales persons with high star customer reviews

    Scenario 2

    Company ZX would like to award their sales persons with a €5 bonus reward to sales persons each time that they are honoured with "5 Stars Service" they receive a '5 Star Service' feedback. The sales persons are selected based on the result of through ad-hoc customer surveys.

    Solution

    Configuration

     

    Create a

    Customer Event Classification of Type "

    customer event classification of type '5 Star Service'.

    "

    Create a

    Reward Offer of Type:

    reward offer of type 'Reward Achievement

    Type

    ', with

    offerings

    an offering of €5 per

    Event and Conditions "5 Star Service" Customer Event Classification

    event and with a '5 Star Service' customer event classification as a condition.

    For each sales person that

    was honoured with

    receives a

    "

    '5 Star Service

    "

    ' feedback:

    • Create a new Customer Event of Type Achievement and Customer Event Classification: customer event of type 'Achievement' and customer event classification '5 Star Service'
    • Define the Accounts Receivable accounts receivable of the sales personOnce

    When the

    Reward Process

    reward process is executed

    then

    ,

    the Award points will be added to

    the sales person's account will be credited with the awarded points.

     

    Award specific top-up

    ...

    amount 

    Payment Medium Conditions' customer event classification, which will apply to financial achievement customer event types

  • Create a new 'Electron Card' payment medium brand

  • Create a reward offer type of classification 'reward financial achievement'

    •  

    Create a reward offer with the following attributes:

    Panel
    nameblue
    titleAward electron card top-up on an annual basis

    Scenario 3

    Company ZX would like to award a €10 bonus to reward participants that top up their Electron Card card with €100 or more, with a minimum amount of €100. The €10 bonus. No more than one bonus is to be awarded once every year; i.e. even if more top ups are done within a year that the first bonus was awarded, no more bonus are givenper year, regardless of the number of effected top-ups.

    Solution

    Configuration

    • Customer Event Classification
      Create a Customer Event Classification "'Top up" which will be applicable for Financial Achievement Customer Event Types

    • Payment Medium Brand
             Create a new Payment Medium Brand: Electron Card

    • Reward Offer Type
      Create a Reward Offer Type of Classification Reward Financial Achievement

    • Reward Offer
      Create a Reward Offer with the following attributes

    Reward Offer TypeAwardAward Conditions
      Financial Achievement ConditionsFinancial Achievement Amount Conditions
    Reward Offer TypeType with the Reward Financial Achievement Classification
    AwardAmount: €10
    Award Conditions

    Financial Achievement Conditions:

    • Number of Awards By This Offer: Only one
    Per
    • per Period (
    Period =
    • 1 year) 
    • Financial Achievement Classification: Top-up

    Financial Achievement Amount Conditions:

    •  Financial Achievement Amount Range: €100 - (leave empty)

    Payment Medium Conditions:

    • Payment Medium Brand: Electron Card
    • Reward Offer Evaluation Run Definition
             Configure a Reward Offer Evaluation Run Definition Configure a reward offer evaluation run definition scheduled to be executed on a daily basis

    User Action

    • For

      Create a new customer event for every participant that

      makes a top upCreate a new Customer Event

      tops up, with the following information:

      Customer Event TypeFinancial Achievement
      Payment Medium Brand
      AmountClassification
      Financial Achievement
      Electron Card
      Amount150
      ClassificationTop Up

    • Once the Reward Offers Evaluation Run is executed, participants with Customer Events as described above will be awarded.
      Even if more top ups are registered that meet the conditions, they won't be awarded till 1 year passes since their last awardParticipants that took part in the customer events are awarded when the reward offers evaluation run is executed. Awarded participants cannot be awarded again for one year, regardless of the number of qualifying top-ups.

    Note
    titleNotes
    • If you are using a previous release, view CRM.COM Release Changes.
    • Use the Customer Events WEB API to create and manage Customer Events customer events from an external system, such as a customer portal.  View the Refer to Customer Events WEB API for a complete comprehensive list of available actions available through the WEB API.

     

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    Glossary  

    Offers with
    CRM.COM TermDefinition
    Accounts ReceivableA ledger of the financial transactions carried out between a company and its customers, such as invoices and payments.  The accounts receivable keeps a running balance of debits and credits and displays the amount a company is owed in exchange for goods supplied and services rendered.
    Financial TransactionsAn agreement between a buyer and seller to exchange services or physical goods for payment.
    WalletA customer account whose credit balance is used to fund transactions within CRM.COM.
    Wallet TransactionA financial transaction used to debit or credit a walletthat debits or credits the wallet.
    Reward OffersOfferAn offer which awards rewards participants subject to award and spend conditions which award rewards participants.
    Rewards ParticipantA customer who has signed up for rewards or has been automatically selected to participateparticipating in a rewards program and can be awarded offers provided through the program.
    Rewards Participating MerhantMerchantA merchant that has a partnership with the company that owns the reward platform and can participate in the provided reward schemes following specific award, spend and sign up rulescollaborates with a rewards platform.

     

     

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