Introduction
This document provides an overview of how the CRM.COM platform fuels powers the membership customer economy, enabling businesses to transition from standard transactions to personalised offerings and B2B communities.
In the following sections, we outline the product structure and the primary components /modules of the CRM.COM Platform, accompanied by brief descriptions. The strategic combination of these elements/modules components empowers users to independently deploy the full spectrum of services offered by the CRM.COM platform.
Intended for integrators and key users, this document offers insights into the CRM.COM platform's capabilities across the core functional areas of its four products, tailored to various vertical industries.
CRM.COM Product Positioning
CRM.COM is the a complete solution that caters to all your needs as a membership community (B2B2C) organisationcustomer focused organisation that aims to increase repeat monetisation. It offers four distinct products, which can be configured as part of an integrated journey:
Identity Management: Efficiently onboard and manage your customers. Provide seamless omnichannel self-service access. Utilise a flexible wallet spend model to capture purchases and segment your customer base into micro-personas.
Commerce Wallet and Digital Promotions: Create and manage promotional and reward offers tailored to specific customer segments. The commerce wallet keeps track of both maintains commerce and open balances and supports various customer payment methods.
Subscriptions and Commerce: Leverage an advanced product catalogue, versatile ordering mechanisms , and a robust subscription platform. It can handle everything CRM.COM handles from straightforward termed services to XaaS (Anything as a Service) and intricate usage-based triple play and IoT scenarios, including triple-play services.
Business Communities: Establish your business network to enhance your brand and expand your service offerings. Engage with B2B community services and products, fostering collaborations and synergies. Jointly create promotions with your partners and aggregate a wider array of services and products.
CRM.COM provides an end-to-end solution for running your membership community customer economy effectively and efficiently, with the flexibility to configure these products to meet your unique needs.
CRM.COM Platform - The Big Picture
Here, we outline the composition components of the CRM.COM platform concerning and its four products, their corresponding features and processes , and the essential software components that play a pivotal role.
4 Products and Key Features/processes covered
The following table presents how the CRM.COM Platform deployed deploys the membership customer economy concept through its product journey and supported functionality (e.g. , processes and components). Using this table, any integration/key user can easily understand what services are supported and how they are deployed.
Membership Product | Key features and process coverage | Components/Modules |
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Identity Management |
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Commerce Wallet and Digital Promotions |
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Subscriptions & Commerce |
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Business Communities |
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Platform core components
In the following table, you can find all the main components of the CRM.COM platform, along with a brief description of their purpose/functionality.
The purpose of this table is to make it clear for each integrator/key user what the main components of the platform are and ultimately have an idea of their primary functions.
Item | Description |
Contacts | Contact is the central process of the software, representing the customer of the Business. Contacts can be created in 3 ways:
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Customer Events |
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Apps & Portals | Apps & Portals is a utility of CRM.COM that allows a key user to configure the business front-end tools with no code: Native APP and Portal. These front-end tools allow the customers of the Business, the contacts, to carry out numerous self-service processes such as registering, ordering or buying a subscription. |
Communications | Communication is simply a record of communication with a contactwith your contacts with easy to built personalised html templates. It can be manually generated by a user, an API, or a system generated via a Communication Plan or an event-based communication. System-generated communications are multi-channel, currently supporting Email, SMS, and in-app Push Notifications. |
Service Requests | It is a request ticket for service by a contact to the Business. Service requests can be submitted by a back-office user or directly by a contact via self-service APIs (e.g., CRM.COM app or portal). A service request always belongs to a Queue. A Queue is a CRM.COM user-defined grouping method that is used to group similar service requests (e.g., reward or billing requests) |
Analytics for Identity management product | CRM.COM Analytics provide an in-depth analysis of a business's data aiming in:
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Activities | An Activity is a task that can be scheduled to take place for a Contact and can optionally refer to a Lead, Service Request or Order. |
Leads | Leads denote prospective Business by a contact. A lead belongs to a queue, usually representing a Sales Force Automation model with predefined stages. A lead always ends up being won or lost. |
Wallet |
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Passes | A pass is a process that unlocks a gift, top-up or promotion for a contact. When a pass is redeemed (unlocked), it will either credit money into the contact wallet or activate an instant discount because of an associated offer. A pass can be either printed or in electronic format (distribution methods). |
Accounts | An account is a ledger of financial transactions carried out between the Business and its contacts or the Business and its merchants/service providers. Account basic features are id, classification, credit term (credit limit, payment terms), currency, primary, and state. |
Payment Methods | Payment methods are the acceptable means by which a business can collect money from its contacts to pay for products or services purchased from the Business. |
Rewards & Digital Offers | Rewards within CRM.COM apply digital offers against a customer event or a CRM.COM-initiated process such as subscription maturity. Rewards award contacts a commerce credit in the CRM.COM wallet. A key Rewards process is the Redeem, which evaluates the purchase event against the existing commerce balance and converts it to an open balance. |
Product Catalogue | The product catalogue consists of the list of products a business sells, their prices, and promotions applied to purchasing these products. A key product attribute is the organisation that owns the Product, which can be the Business or a merchant/service provider. The organisation that owns the Product will also manage it and price it. |
Order Management | Orders placed by contacts (B2C/B2B contacts) to purchase physical goods and services offered by the Business or the Business's merchants in its business network An Order is fulfilled by either the Business or one of the merchants/venues (Delivery, Pick Up, Direct Sale) An Order follows a Queue that defines its :
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Subscriptions & Usage | A subscription is a collection of services a Contact subscribes to, billed for regularly. Apart from the services provided, the subscription outlines how and when the Contact will be billed and the payment terms. Generally, a subscription's main characteristics are State, Billing day, and Payment method. A usage service is any service consumed and has to be billed based on the volume consumed, like data, phone calls, fuel, and electricity. A usage service has a measurement unit for measuring the consumed volume and a price per measurement unit. A usage service can only be consumed when a contact subscribes to a termed or one-time service. |
Inventory (including devices) |
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Business Network & B2B | Business Network is the CRM.COM organisation topology, with Platform Owner, Service Owner, Transaction Processor, Business, Merchants, Venues and B2B connections. B2B connections are the Organizations of the Business that are B2B Merchants or B2B Peers. |
Security & Foundation | Security allows setting policies governing access and actions permissions to CRM.COM system features, ranging from creating API keys for client-external applications to setting up user roles and inviting users. Security settings cover all organisations of the CRM.COM Business Network structure (e.g., Cloud Operator, Business, Merchant/Service Provider). The foundation covers other global functionalities of the CRM.COM Platform like automation, Custom fields & forms, Time travel, Approvals, Events & Logs. |
Settlements | The process where awards and spending are settled between the organisation's open balance was used.businesses |
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A detailed list of business features by Product and associated Component is provided HERE. Referred to as Components master data and updated on 15 April 2023. The next update is scheduled for July 2023. |
CRM.COM Platform Core Flows
See how the four products of the CRM.COM platform were instrumental are applied in developing three distinct services.
CRM.COM Platform Processes
Understand the platform's capabilities and workflows to effectively implement CRM.COM solutions to and meet specific business requirements.
CRM.COM Platform Technology Architecture
Find out what the CRM.COM platform is comprised of