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- 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.
There are several customer event types, each associated with one or more reward offer classifications.Anchor types types - 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 type tracks events in relation to key business objectives. E.g., spending a predetermined amount of money within a period.
- The Spend Request type tracks the spending of awards.
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| Name Select the Type of customer events that can use the specific classification:
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Key performance
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indicators (
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KPIs)
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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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. |
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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 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, 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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| Main Information |
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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 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. |
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| Main Information |
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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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| Main Information |
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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:
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. |
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| Main Information | ||
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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 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.
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| 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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| Main Information | ||||
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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' fieldof the purchase customer event for which the spent event is settling. If that unit is mapped to a rewards participating merchant, then the reduction method defined on the merchant is adopted. If the specific
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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Scenario 2 Company ZX would like to award their sales persons with a €5 bonus reward each time they receive a '5 Star Service' feedback. The sales persons are selected through ad-hoc customer surveys. Solution Configuration
Create a customer event classification of type '5 Star Service'. Create a reward offer of type ' Reward Achievement', with an offering of €5 per event and with a '5 Star Service' customer event classification as a condition. For each sales person that receives a '5 Star Service' feedback:
When the reward process is executed, the sales person's account will be credited with the awarded points. |
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Scenario 3 Company ZX would like to award reward participants that top up their Electron card with €100 or more, with a €10 bonus. No more than one bonus is to be awarded per year, regardless of the number of effected top-ups. Solution Configuration
Create a reward offer with the following attributes:
User Action
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