This doc outlines the suggested structure / key areas of the CRM.COM Platform Overview. The aim of this overview is to allow an integrator / key user to understand what CRM.COM does in terms of key functional areas.

The content

1. Contacts

   1. CIM (identify contact for customer events) and GDPR

   2. Contact Community

   3. Segmentation

      1. Dynamic segmentation of contacts

      2. Easily definable with sentence like queries

      3. Segment on demographics, transaction history, subscriptions owned

      4. Use it for pricing, notifications, tiering

   4. Onboarding and Authentication

      1. Multiple authentication methods

   5. OIDC

2. Customer Events

   1. Capture a diverse set of customer events

      1. Purchase event

         1. Full purchase ticket with SKUs and optional spend request of the customer open balance

      2. Referral event

      3. Achievement event

      4. Financial KPI event

3. Accounts and financials

   1. Multi-currency, multi-country, multi-tax

   2. Payment methods

      1. Methods

         1. Primary and backup

         2. CRM wallet

         3. Subscription payment methods

      2. Support for multiple payment types

         1. Cards, wallets, account debit based

   3. Payment gateways

      1. Payment intends

      2. Ready made gateways

      3. Plug-in gateway

4. The wallet

   1. EMI grade wallet

   2. Multi-tenant wallet at the option of the tenant (business). One wallet keeps balances of multiple businesses

   3. Wallet maintains

      1. a CRM.COM open balance - open money that can be spend at any business or paid out back to contact payment method

         1. Topup via a CRM.COM registered payment gateway

      2. a business balance

         1. business open balance - open money that can be spend at the business or paid out back to contact payment method

            1. Topup via a business registered payment gateway

         2. Commerce pool balance - a commerce balance redeemed into an open balance against a purchase

   4. Wallet identity

      1. email or phone and a wallet code

   5. Wallet fees

      1. Fees on transactions

   6. B2BSpend

      1. Open balance of a contact at Business A can be spent at Business B

   7. Promote and Join

      1. A business promotes a commerce pool

      2. Another business joins

      3. The two businesses agree a contribution

   8. Passes

      1. Promotion, Gift, Top-up

      2. Printed, electronic

   9. Settlement

      1. The process that settles

         1. Commerce pool award and redeem between business to business and business to merchant

         2. Open balance spend between business to business and business to merchant

5. Rewards

   1. Powerful and diverse offers

      1. Reward Achievement

      2. Increase spend

      3. Improve membership

      4. Increase visits

   2. Award

      1. at transaction, SKU, segment or combinations

      2. award against a commerce pool (for example coffees on any weekday)in the customer wallet

   3. Manual or auto-redeem

      1. Redeem converts a commerce pool amount into an open balance in the customer wallet

   4. Instant or deferred redeem

      1. Instant redeem is applied on the transaction in hand; deferred from next transaction

6. Business Network

   1. A diverse business community

      1. Platform Owner (Cloud Operator)

      2. Service Owner - owns the service and can bill tenants for the service. May use a contact registry where all businesses have a common customer base

      3. Transaction Processor - serves multiple service owners and routes purchases to multiple businesses that have a common transaction point (i.e terminals)

      4. Business (Tenant)

      5. Merchant (Service Provider)

      6. Venue (Service Point)

      7. organisation groups

      8. teams

   2. Contact Registry

   3. Ownership

      1. Explicit ownership(i.e products)

      2. Implicit

      3. assignable (i.e SRs)

      4. Fulfilled by (orders) and serviced by (subscriptions)

      5. Data access and data access permissions (roadmap)

7. CRM

   1. Activities

   2. Communications

   3. Leads

   4. Service Requests

8. Commerce

   1. Product Catalogue

      1. Products (types, families, brands, categories)

      2. Physical (traceable and non-traceable) and services (termed, usage, one-time, expenses)

      3. Advanced compositions (flat, fixed bundle, flexible bundle)

      4. Variant products with variations and modifiers

      5. Dependencies and tiering

      6. Pricing

         1. Extensive price rate models

         2. Promotions

      7. Licensing

         1. Add a license dimension to your product and provision it to 3rd party systems (ideal for XaaS models)

   2. Orders

      1. Multi-domain order management

         1. Physical goods (complex and simple)

         2. Project based with invoice milestones

         3. Termed and one time services

      2. Fulfilment policies

      3. Order queues

      4. Quotation process

   3. Inventory management and devices

      1. Warehouse and stock

      2. Devices

         1. Device Management

         2. Ownership lifecycle

9. Subscriptions

   1. TMForum enterprise grade subscriptions

   2. Diverse subscription models

      1. Termed and one time

         1. Auto renew or expiring

      2. Pre-bill, post-bill, payment driven

      3. Trial management

   3. Subscription actions for any industry

      1. add service, regret, change service, pause, resume, change terms, activate, deactivate and many more

   4. Usage based billing

      1. Usage limit and usage charge level

   5. Device based subscriptions

      1. bill it, provision it, charge it a fee

      2. Rental, purchase or bring own device

   6. Provisioning

      1. Trigering provisioning commands to manage termed and one-time services

      2. Integration API and plug-in mechanism to create own provisioning adapters

10. Foundation

    1. Analytics

       1. Insight analytics

       2. Reporting

    2. Users and Security

11. Applications

    1. Mobile passes

       1. Server configured and designed (no dev required) mobile passes (Google and Apple wallets)

       2. Supports wallet spend via OTP

    2. Landing pages

       1. Server configured landing pages for

          1. Customer registration

          2. Purchase a gift card (gift pass)

    3. Self Service API

       1. A complete API for the entire CRM.COM software targeted at developers of front end applications such as portals, native apps, device browsers

       2. Applications straight to CRM.COM, no middleware required

       3. Easy development, contact private data safe

    4. Web Portal

       1. Server configured web portal (no dev required)

       2. Supports use cases for ordering, rewards, subscriptions

    5. Native APP

       1. iOS and Android

       2. Server configured web portal (no dev required)

       3. Supports use cases for ordering, rewards, subscriptions

CRM.COM (preface - introduction)

CRM.COM is a SaaS multi-tenant solution that powers the Membership economy

Our business model is based on Business Communities and helps them create positive network effects

With our platform offerings we help proud brands better engage with their customers and move their relationships from one-way and point-to-point transactions to multi-party transactions within our network of business communities

Services like the Commerce wallet for brands, which manages rewards and payments in combination, or subscription programs from as complex as data and telephony to innovative IoT products, make the CRM.COM platform offerings unbeatable.

Other cutting-edge services, such as demand base aggregation and promote & join, makes CRM.COM's offerings one of the most comprehensive in the membership economy market

CRM platform is ideal for any modern brand: from a micro-business with 100 customers to a major brand with 2 million customers; from a simple flat termed subscription model to a complex triple play termed and usage model; to an innovative new-gen model of say meals on subscription.

CRM.COM powers 100% of the technology (i.e., native cloud, first APIs, micro-services) and business models required to run your organization as a membership community, providing four blocks that can be setup as a stepped journey:

1. Identify your customers onboard and Engage: Onboard and manage your customers, provide omni- channel self-service access, capture purchases with a versatile wallet spend model, segment into micro-personas and obtain insights through a flexible and easy to use BI

2. Differentiate and Reward to Connect: Based on Customer knowledge (i.e., static data, transactional data, conditional data) organizations can easily build intelligent promotions and reward offers and ultimately build a healthy Community/Ecosystem. A commerce wallet keeping a commerce and statutory balance, supporting all customer payment methods, make these rewards more flexible and attractive

3. Order and Subscribe to become a Member of the Ecosystem/Community: Organizations can build a flexible product catalogue and introduce a straightforward subscriptions model supporting termed, usage and hybrid methods. An easy to follow and integrated, ordering and purchasing flow make

   subscriptions more engaging for the consumers and efficient for the businesses.

4. Build your Business Community/Networks to enrich your services offerings and consumers reach: More services offered to more customers through our Businesses networks. Demand based aggregation with community-wide spend and promotion aggregation drive even more positive network effects of the CRM.COM platform.

CRM.COM Platform - the big picture

2 pages

the whole system in 1 diagram

the key components

Standard Rewards plus e-Ordering

The following flow represents an end-to-end process where a single organization uses Reward and Differentiation Block to reward an online ordering process.

This flow focus mainly on Horeca/Retail Industry

This flow includes the CRM.COM interface tools (eg portal). This makes the user experience more engaging and at the same time minimizes the time to market for developing organizations.

CRM.COM wallet and integrations with organization terminals make the cashout/redemption process even more flexible

Standard OTT Billing

This flows clearly focus on OTT (i.e., media) organizations with no service associated devices, and CRM.COM Subscription and Become a member block.

The organizations use flexible front-end CRM.COM tools to help users place an order and sign up for the business offers.

CRM.COM flexible billing helps organizations better control monetization of their offerings. Other additional tools like segmentation and communication automation make the relevant flow more efficient.

The Service Provision function helps organizations better control their offerings, avoid revenue losses, and at the same time provide a better customer experience.

Ready integrations with various payment processors help organizations provide a seamless payment experience

Cardlink Rewards Scheme

This bellow flow present a solution provided by Cardlink (a Greek payment processor) focus on Horeca/Retail industry and is backed by CRM.COM Differentiate & Reward Block.

This solution provide a cashback at the consumer account according purchasing event on business terminals and offers included in business reward schemes.