This document gives an overview of how the CRM.COM platform powers the membership economy and ultimately helps proud brands evolve from tactical transactions to strategic memberships.
The diagrams below show how the four CRM.COM platform products were used to develop three typical services. These charts are a clear representation of the CRM.COM Membership Economy approach.
The purpose of this document is to enable integrators/key users and provide an outline of what the CRM.COM platform does in terms of key functional areas and the four products offered.
CRM.COM 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
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 products that can be setup and used as a stepped journey:
Identity Management: Onboard and manage your customers, provide omni channel self service access, capture purchases with a versatile wallet spend model, segment into micro-personas
Financials and Reward: Promotion and reward offers targeting customer segments and a commerce wallet keeping a commerce and open balance and all customer payment methods
Subscriptions and Commerce: An advanced product catalogue and versatile ordering and a powerful subscription platform supporting from the simple termed service to XaaS to advanced usage based for IoT and triple play.
Partner Ecosystem: Enrich the services offered with B2B community services and products. Demand level aggregation with spending across the network and aggregation of promotions.
CRM.COM Platform - the big picture
Item | Description |
contact | Contact is the core entity of CRM.COM Platform and represents a physical person or a company with which a business interacts. Contact includes information such as emails, phones, addresses, demographic data, Financial, Subscription data and marketing settings. |
segmentation | Segmentation allows businesses to create groups of contacts based on specific criteria. These criteria can be static (eg demographics) or conditional (eg ownership of a service). As a result, customer segments or personas can be targeted with more personalized way (i.e.,Pricing, Communication Plans) with obviously better success rates. Segments can also be created by importing list of contacts from Analytics tools like Mixpanel or marketing tools like Mailchimp |
communications | Communication is the interaction between contacts and businesses using different channels. CRM.COM Platform supports Email, SMS, notifications. The communication is triggered by either due to a system one-time event or a system scheduled event or directly from the user. Communications plan facilitate this communication to engage contacts with the businesses. They are scheduled to run either once or repeatedly, they have a start date/time, end date/time, and a repeating time interval. For each plan, the recipients are defined using the predefined customer segments. |
account | Account is a ledger of financial transactions carried out between a company and its contact / customers (i.e., invoices, payments). Account keeps the running balance of a contact / customer and an manage debit and credit transactions posted against. Account created upon contact creation |
account financial transactions |
|
contact registry | Contact registry is a directory of Contacts who are registered in CRM.COM, platform (i.e., name, email address, phone, language etc.). The Contact Registry can be enabled and maintained either at the Service Owner level or at the Business level. In the first case Businesses cannot register/create their own Contacts, but they must sign-up a contact to their business by using Service Owner Contact Registry. In the second case Businesses can register Contacts of their own. |
wallet | The CRM.COM support an EMI grade wallet, which is created upon contact creation and maintains multi-currency balances for a contact. Wallet is a mini ledger that can easily be topped up by credit events or by awarding through a reward offer. CRM.COM wallet have two type of balances. Open balance, with no spending conditions, fed by wallet journal transactions and Commerce balance with spending conditions, fed by rewards. CRM.COM wallet store money that can be used to fund various transactions for a specific business or CRM.COM Partners Ecosystem. |
wallet payment method | CRM.COM wallet wallet can have its own payment methods that show how the wallet is funded whenever required. Multiple payment methods, of type card can be added but the first added is also the primary one by default |
events | Events are actions resulting from a CRM.COM log entry which has been triggered by a system user, a system process, a Contact or an external system, and successfully processed by CRM.COM. Events can be consumed by various CRM.COM processes/services like segmentation/awards reports/insights, webhooks. |
passes | A pass credits a customer’s wallet (open/commerce balance) or provides a discount on a product or service being purchased. A pass has an expiration date and spend conditions may apply. There are three types of passes:
|
pass plan | Pass Plan is the configuration framework mandate the the behavior (i.e., printed, electronic) and characteristics (i.e., number, value) of the passes.. A Pass Plan, control and generate one or more passes. |
product catalogue | A product catalog includes a list of physical goods and services that a business is selling, together their basic characteristics, pricing information and promotions. All the products of the catalogue can be sold through an order or an invoice. The product catalog also includes business rules and restrictions (i.e., discounted prices, rental prices, bundles structure) A product catalogue support multiple prices based on specific platform business rules (i.e., country of operation, currency) |
orders | Order is the process of fulfilling, a platform contact (consumer) request to purchase goods or services from a Business. From the supply side the Businesses use orders to serve the Contact’s request (i.e., order to fulfill, order to subscribe) and receive payment for the order. CRM.COM platform support a very flexible, multi-domain and end-to-end order process (i.e., initiate, process, charging/invoicing, delivering/provisioning). CRM.COM platform support all possible ways of physical products/services supply:
The supply method is important since it could affect pricing, applicable taxes, and promotions. An intelligent Quotation platform feature can give an accurate estimation of the cost of an order. The Quotation is automatically generated during the ordering process, so that Contacts can be informed of the order cost, when a payment is due, and how much they will have to pay at the time of ordering. During the ordering process, the quoted amount is automatically adjusted according to the selected items and quantities for ordering. |
rewards | |
subscriptions | |
App and Portals | |
Analytics |
e-Ordering and Rewards
The following flow represents an end-to-end process where a single organization uses Financials & Rewards product to reward an online ordering process.
This flow focus mainly on Horeca/Retail Industry
Within this flow we can find many innovative CRM.COM services (i.e., portal, mobile). 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 businesses terminals make the cash out/redemption process even more flexible
OTT Subscription & Billing
These flows are clearly focused on OTT organizations (i.e. media) without service-related devices, and on the CRM.COM Subscriptions & Commerce product.
Organizations use flexible CRM.COM interface tools to help users place an order and sign up for business offers.
CRM.COM flexible billing helps organizations better control monetization of their offerings. Other additional services like segmentation and communication automation make the relevant flow more efficient.
The Service Provision function helps organizations better control their offerings, avoid revenue loss, and at the same time provide a better customer experience.
Ready integrations with various payment processors help organizations provide a seamless payment experience
Purchasing, Rewards Scheme and Cashback
The flow below presents a std reward solution (supported for a Greek payment processor), focused on the Horeca/Retail industry and powered by the CRM.COM Financials & Rewards product.
This solution provides cash back to the consumer account based on purchase events that occur on business terminals and offers provided by business reward programs.
