Understanding Customer Events

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Last updated: Jul 17, 2017 by Former user (Deleted)

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What are Customer Events?

Customer Events are financial and marketing events performed by customers and registered within CRM.COM to be rewarded or additionally processed by other functions. Customer Events can be created manually through Web API or UI, or automatically by the System. The Reward engine evaluates Reward Offers against Customer Events and decides whether they should be awarded or trigger any Spend Reward Transactions.

Customer Events Glossary

NameDescription
Customer Event Based Reward OffersOffers with conditions on awarding that depend on Customer Events. The offer is not be triggered unless a Customer Event of a specific Type takes place
Social Media Customer EventAn event linked to social media such as the Like action on Facebook.
Web Customer EventAn event linked a website, such as the access to a specific URL.
Referral Customer EventAn event linked to the referral of a new Reward Participant from an existing Participant.
Achievement Customer EventAn event linked to specific achievements that can be explicitly added as classifications, such as being the 100th customer.
Financial Achievement Customer Event
AVAILABLE FROM CRM.COM R10.0.0 		An event linked to specific financial achievements that can be explicitly added as classifications, such as creating a new Credit Card of a specific Type.
Purchase Customer EventAn event linked with the purchase of goods.
Spend Request Customer EventAn event linked with the spending of Award points of Participants.

Financial Statement Customer Event

AVAILABLE FROM CRM.COM R11.0.0

An event linked with financial events related to Key Performance Indicators.

Key Performance Indicator (KPI)

AVAILABLE FROM CRM.COM R11.0.0

A measurable value that demonstrates if key business objectives are achieved or not.

 

Customer Events Key Processes and Concepts

Processes / ConceptDescription
Using Customer Events for Awarding Rewards ParticipantsCustomer Events are primarily used by the Rewards Platform to award Participants or redeem Awards for Participants. There are different Types of Events can be of a different Type, each with a different awarding and business purpose, such as events associated with Facebook Likes and others directly associated with sales and purchases.
Each Customer Event Type is associated with one or more Reward Offer Classifications. When a Customer Event associated with a Reward Offer is logged in the System, the Offer will be triggered, and if all other conditions are met, an award will be given to the participant.
Using Customer Events for Redeeming Awards

All but one Customer Event Types are used for awarding Rewards Participants. The Spend Request Customer Event.
When Participants wish to redeem their Awards, a Spend Request Customer Event must be registered in the System with the information for the redemption. Once a Spend Request Customer Event is successfully processed by the System, the Participant's account will be debited accordingly by the redeemed amount.

Spend Request Customer Events are based on Purchase Customer Events.
i.e. Awards are redeemed by making new purchases. Purchases are registered on the Spend Request, and Participants pay the difference, in cases where the cost of the purchase is greater than the sum of their Awards.

Process Immediately

Process Immediately will define whether or not the Customer Event created will be processed by the System as soon as the user clicks on SAVE or during a Rewards Run in the future.

Through the 'Active' Customer Event Definition, certain Customer Event Types can be set to 'Process Immediately' by default.

AVAILABLE FROM CRM.COM R10.0.0

As from CRM.COM R10 the following Customer Events will not be allowed to be set as 'Process Immediately.'

  • Achievement
  • Referral
  • Financial Achievement

Automatic Customer Event Creation

All Customer Events can be created manually and imported in CRM.COM via a WEB API.  Customer Events of Type Purchase can also be automatically created when an Invoice is registered in CRM.COM.
I.e., When CRM.COM integrates with a 3rd party system such as a POS (Point of Sale) and the later updates CRM.COM with a new sale (i.e. the POS triggers the creation of a new Invoice), CRM.COM can at the same time create a Purchase Customer Event to be used by the Rewards Platform.

This option should be defined in the 'Active' Customer Event Definition to be applicable.  Once the Financial Transaction Types that trigger the Purchase Customer Event are defined, a Purchase Customer Event will be created whenever an Invoice of that Type is Posted.

Automation on Setting Payment Brand and Type on Purchase and Financial Achievement Customer Events
AVAILABLE FROM CRM.COM R10.0.0 

Purchase Customer Events and Financial Achievement Customer Events hold information related to the payment brand or Type which can be related to a Type of credit or debit card e.t.c.

In case no Payment Type or Brand is specified, there is the option to set their values automatically by setting up rules triggered when saving the Purchase and Financial Achievement Customer Event Types, based on the provided payment identifier and the rules that are configured in the 'Active' /wiki/spaces/WIP/pages/10008563

Previewing Awards on Purchase Customer Events 
 AVAILABLE FROM CRM.COM R10.0.0

Many CRM.COM Reward Offers are directly related to Purchase Customer Events.  Awards are granted based on a Purchase Customer Event, as long as the Offer conditions are met.

It is possible to preview the awarded amount information before the purchase Customer Event is submitted (ONLY VIA WEB API). By using the Preview function, the following information is available:

  • Amount that will be awarded
  • Amount that will be spent instantly
  • Additional amount that can be spent on a Purchase Customer Event (based on what is available in the customer's loyalty account)

Blocking the Creation of Spend Requests for Particular Rewards Participants

AVAILABLE FROM CRM.COM R10.1.0

It is possible to block Participants from spending their Awards (i.e. from creating Spend Request Customer Events) in case of a dispute or a suspicion of fraud. If a Spend Request Customer Event is created for a Rewards Participant with a Blocking Spending State, then the creation of the Spend Request Customer Event will be denied by the system.
View Managing Rewards Participants for more information. 

Access & Viewing Controls 

EntityNetwork CharacteristicsDescription
Customer EventGlobal Viewing EntitiesCustomer Events have no access restrictions. They can be viewed and selected by all users.
Customer Event ClassificationsGlobal Viewing EntitiesCustomer Event Classifications have no access restrictions. They can be viewed and selected by all users.

 

Customer Events Related Modules 

EntityHow Customer Events interact with Entity
Accounts Receivable
  • Customer Events are created against an Accounts Receivable (with the exception of the Referral Customer Event Type which is created against a Rewards Participant).
Financial Transactions
  • Purchase Customer Events may be created by the System on the creation of Invoices (subject to configuration).
Rewards
  • Reward Participants: Referral Customer Events always created against Reward Participants
  • Reward Offers: Specific Reward Offer Classifications evaluated against Customer Events
  • Reward Award Transactions: Reward Award Transactions created via Reward Offers evaluation based on Customer Events
  • Reward Spend Transactions: Related to Spend Customer Events

 

Customer Events - Business Examples

The following section provides business examples on how the CRM.COM Customer Events module is used.

Cancelling Customer Events

Cancelling Customer Events

Business Requirement

Company ZX will be importing Purchase Customer Events (to be awarded) into CRM.COM from a 3rd party System using WEB APIs. If customers regret their purchase, then the update process in CRM.COM is performed manually.  A user must trace the Events and Accounts related to the returned goods and cancel those Events before Rewards are calculated. There are cases where the customer returns the goods AFTER he has been awarded the points for the purchase.
Company ZX needs a rollback process that will handle such cases:

  • Purchase has not been awarded points yet
  • Purchase has already been awarded points

CRM.COM Solution

  • User Process

    The Cancel Action will be used to cover both requirements.

    The System will decide, according to each case, whether the event will simply be cancelled, or whether there are associated points awarded that should be deducted from the Reward Participant's account.

More Information on Cancelling Customer Events can be found at Managing Customer Events.

Awarded Rewards to certain Customer Event Classifications

Awarded rewards to certain customer event classifications

Business Requirement

Company ZX would like to award a €5 bonus reward to sales persons each time that they are honoured with "5 Stars Service" feedback. The sales persons are selected based on the result of ad-hoc customer surveys.

CRM.COM Solution

Configuration

  • Create a Customer Event Classification of Type "5 Star Service."
  • Create a Reward Offer of Type: Reward Achievement Type, with offerings €5 per Event and Conditions "5 Star Service" Customer Event Classification
  • For each sales person that was honoured with a "5 Star Service":
    • Create a new Customer Event of Type Achievement and Customer Event Classification: 5 Star Service
    • Define the Accounts Receivable of the sales person

  • Once the Reward Process is executed then, the Award points will be added to the sales person's account

More Information can be found at:

Award Top Up of a specific amount to a specific card within a specific period AVAILABLE FROM CRM.COM R11.0.0

Award Electron Card Top up on an annual basis

Business Requirement

Company ZX would like to award a €10 bonus to participants that top up their Electron Card with a minimum amount of €100. The bonus is awarded once every year; i.e. even if more top ups are done within a year that the first bonus was awarded, no more bonus are given.

CRM.COM Solution

Configuration

  • Customer Event Classification
    Create a Customer Event Classification "Top up" which will be applicable for Financial Achievement Customer Event Types

  • Payment Medium Brand
         Create a new Payment Medium Brand: Electron Card

  • Reward Offer Type
    Create a Reward Offer Type of Classification Reward Financial Achievement

  • Reward Offer
    Create a Reward Offer with the following attributes

    Reward Offer TypeAwardAward Conditions
      Financial Achievement ConditionsFinancial Achievement Amount ConditionsPayment Medium Conditions
    Type with the Reward Financial Achievement ClassificationAmount: €10Number of Awards By This Offer: Only one Per Period (Period = 1 year) Financial Achievement Classification: Top upFinancial Achievement Amount Range: €100 - (leave empty)Payment Medium Brand: Electron Card
  • Reward Offer Evaluation Run Definition
         Configure a Reward Offer Evaluation Run Definition scheduled to be executed on a daily basis

User Action

  • For every participant that makes a top up

    • Create a new Customer Event with the following information

      TypePayment Medium BrandAmountClassification
      Financial AchievementElectron Card150Top Up

  • Once the Reward Offers Evaluation Run is executed, participants with Customer Events as described above will be awarded.
    Even if more top ups are registered that meet the conditions, they won't be awarded till 1 year passes since their last award.

More Information can be found at:

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