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Sub-module	Type	Classification	Navigation	Dig In
Customer Event Classifications	Configuration		CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP CLASSIFICATIONS	Configuring Customer Event ClassificationsEvents
Customer Events Definition	Configuration		CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP BUSINESS DEFINITIONS	Configuring Customer Events Definition
Key Performance Indicators	Configuration		CONFIGURATIONCRM APPLICATIONCUSTOMER EVENTSSET UP KEY PERFORMANCE INDICATORS	Configuring Key Performance IndicatorsCustomer Events

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ce-classification ce-classification

Step 1: Setting up Customer Event Classifications

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Key Performance Indicators: Customer Event Key Performance Indicators are used to measure the performance of key business objectives 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.

Do it Yourself!!

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Sub-module	Type	Classification	Navigation	Dig In
Access Tokens Definition	Configuration		CONFIGURATIONFOUNDATION APPLICATIONACCESS TOKENSSET UP ACCESS TOKEN DEFINITIONS	Configuring Access Token DefinitionsTokens
Access Token Classifications	Configuration		CONFIGURATIONFOUNDATION APPLICATIONACCESS TOKENSSET UP CLASSIFICATIONS	Configuring Access Token ClassificationsTokens

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tokendef tokendef

Step 1: Setting up Access Tokens Definitions

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Access Token Definitions are used to control the creation of Access Tokens, by defining the policies governing the format of the Access Token User Identifier, Pass Code and Authentication Code.  You can define whether Access Tokens can be created without an Identifier and Pass Code or deactivated when their last entity association (Rewards Participant or Accounts Receivable) is removed. 
Additional settings relating to Access Tokens may also be defined, concerning Accounts Receivable and Rewards Participants, as well as Communication (Access Tokens can be automatically communicated to customers once created).

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If no Classification is specified when creating an Access Token, then the settings defined in the 'Active' Access Token Definition will be applied.

Do it Yourself!!

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Sub-module	Type	Classification	Navigation	Dig In
Rewards Schemes	Application		REWARDSREWARDSMANAGE REWARD SCHEMES	Configuring Rewards Schemes
Rewards Offer Types	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER TYPES	Configuring Reward Offer TypesRewards
Rewards Definition	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP BUSINESS DEFINITIONS	Configuring Rewards Definitions
Rewards Offers	Application		REWARDSREWARDSMANAGE REWARDS OFFERS	Managing Rewards Offers
Reward Offers Evaluation Run Definition	Application		REWARDSREWARDSPERFORM REWARD OFFERS EVALUATION RUNS	Using Reward Offers Evaluation Run DefinitionsRewards
Rewards Offer Categories	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER CATEGORIES	Configuring Rewards Offer Categories
Reward Offer Templates	Configuration		CONFIGURATIONREWARDS APPLICATIONREWARDSSET UP REWARD OFFER TEMPLATES	Configuring Reward Offer TemplatesRewards
Reward Settlement Run Definition	Application		REWARDSREWARDSPERFORM REWARD SETTLEMENT RUNS	Using Reward Settlement Run DefinitionsRewards
Wallet Expiration Run Definition	Application		FINANCEWALLETSPERFORM WALLET BALANCE EXPIRATION RUNS	Using Wallet Balance Expiration Run DefinitionsWallets

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schemes schemes

Step 1: Setting up Rewards Schemes

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Reward Offers are used to determine amounts of money awarded for Customer Events or any other awarded actions of participants, and to specify the conditions for awarding amounts and for spending the awarded amount.  The conditions can limit the redemption of awards to specific products and at particular Organisational Units (merchants).

Various Reward Offer Types can be set up in the System using different Reward Offer Classifications, each one offering different Award and Spend Conditions.

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Reward Offers Evaluation Run Definitions are a set of business rules used by Reward Offers Evaluation Runs to evaluate Rewards Participants and their related information against the Reward Offers provided by their Participating Reward Scheme. 
The result of the Reward Offers Evaluation Run is Award Transactions and Spend Transactions that will debit or credit the Wallet of the Rewards Participant accordingly.

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• Reward Offer Categories: Reward Offer Categories are used to classify Reward Offers into generic groups based on common attributes. Reward Offer Categories following a hierarchical tree structure. Each Reward Offer can be classified in only one category. 
• Reward Offer Templates: Reward Offers Templates can be used during the creation of a new Reward Offer.  A Reward Offer Template has a similar structure to Reward Offers to facilitate the transfer of information to the newly created Reward Offer. 
• Reward Settlement Run Definitions: Reward Settlement Run Definitions are used to execute runs that will evaluate Customer Events and Spend Transactions, to debit or credit the accounts of participating Merchants, based on the Awards provided or redeemed, using Contribution Rules defined for each Merchant. For example, when an Award is given via a Customer Event that was created by a Unit C merchant, then Unit's C merchant account is debited with the Award amount. When a Spend Request Customer Event is created by a Unit C merchant, then Unit's C merchant account is credited with the spent amount. The debiting amount is calculated based on the Contribution rules set on the Rewards Participating Merchants.
• Wallet Balance Expiration Run Definitions: Wallet Balance Expiration Run Definitions are used to define the rules by which Runs will be performed, to identify the Wallet amount that should be expired and debit the Wallet for the unspent amount of money (the identification process is performed based on the specified Expiration Date and the amount already spent). The resulting debit that reflects the expired amount is directly allocated against the expired credit amount.
  The Expiration Date is specified either manually or automatically, as part of a Reward Offer Award that has a specific Expiration Date. 
  If you have Reward Offers for awards that should be applied only up to a specific date or time after it is awarded, make sure to configure the Expiration Run so that expired awards are removed from the participant's balance. 

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Having set up CRM.COM based on your business requirements, you are ready to experience the capabilities of the System. View our Application Manuals area, which includes manuals dedicated to each submodule, and discover the functionality of each CRM.COM Module designed to help you complete your business transactions, or remain in this section to learn the basics of working with Rewards.

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Managing Contact Information

View Managing Contact Information required for creating an Accounts Receivable.

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View Accounts Receivable required for creating Subscriptions.

Managing Wallets

View Managing Wallets required by Rewards Participants to manage their loyalty awards and spending.

Managing Access Tokens

View Managing Access Tokens and start creating Access Tokens necessary for Rewards Participants to access their Rewards.

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Module	Navigation	Dig In
Rewards Participant	REWARDSREWARDSMANAGE REWARDS PARTICIPANTS	Managing Rewards Participants- Up to R14
Customer Events	CRMCUSTOMER EVENTSACCESS CUSTOMER EVENTS	Managing Customer Events
Reward Offer Evaluation Run Definition	REWARDSREWARDSPERFORM REWARD OFFERS EVALUATION RUNS	Using Reward Offers Evaluation Run DefinitionsRewards - Up to R14

Creating Rewards Participants

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Customer Events are financial and marketing events performed by customers and registered within CRM.COM in order to be rewarded or additionally processed by other functions. Each of the Event Types has a different attributes that must be set. Find below a list of manuals explaining how you can create each of the Customer Events.

• Achievement Customer Event 
• Financial Achievement Customer Event 
• Financial Statement Customer Event
• Purchase Customer Event
• Referral Customer Event
• Social Media Customer Event
• Spend Request Customer Event
• Web Customer Event

Executing Rewards Run Definitions

Once a Reward Offer Run Evaluation Definition is executed, the System evaluates Rewards Participants and their information against the Reward Offers and creates Award & Spend Transactions for each one, debiting or crediting the participant's Wallet. Specifically:

1. The Reward Schemes to be evaluated are retrieved, based on the Reward Schemes selected in the Definition.
2. The Reward Offers to be evaluated are retrieved, based on the Reward Offer Types selected in the Definition.
   
   
3. Customer Events which are not of Type Spend Request are evaluated to decide whether they should be awarded.
4. Award Reward Transactions are created for each awarded Customer Event.
   
   
5. Rewards Participants, Contact Information and Subscriptions are evaluated based on Reward Offers not related with Customer Events
6. Award Reward Transactions are created for each awarded Rewards Participant.
   
   
7. Customer Events which are of Type Spend Request are evaluated to decide whether the specified amount can be spent.
8. Spend Reward Transactions are created for each valid Customer Event.

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