Wiki source code of Loymax CRM
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| 1 | (% class="lead" %) | ||
| 2 | Loymax CRM is a proprietary CRM system that is based on customer segmentation methods. | ||
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| 4 | Loymax CRM allows to create a comprehensive customer profile, including their shopping history and purchasing power. | ||
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| 6 | Various sources of customer data are used to form a customer base: | ||
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| 8 | * [[Call Center>>doc:Main.General_information.Additional_services.Call_center.WebHome]] | ||
| 9 | * [[Personal Account on website>>doc:Main.General_information.Additional_services.Personal_account.WebHome]] | ||
| 10 | * [[Mobile Application>>doc:Main.General_information.Additional_services.Mobile_application.WebHome]] | ||
| 11 | * Cash register | ||
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| 13 | The customer database is updated throughout the entire [[customer lifecycle>>doc:Main.General_information.CRM.Member_lifecycle.WebHome]] and contains the following data: | ||
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| 15 | * **Personal details** – the customer's personal data is filled in the Personal Account by the customer or by the Call Center operator during registration. The System allows to create an [[application form>>doc:Main.Using.MMP.Admin_panel.Questionnaire_designer.WebHome]] of any complexity with any set of questions and tailor it to the specific business needs. | ||
| 16 | * **Contacts **– confirmed phone number, email, messenger, [[social network>>doc:Main.General_information.Additional_services.Social_networks1.WebHome]] accounts. This information is also used for [[customer identification>>doc:Main.Integration.Cash_register_integration.Integration_methods.Exchange_protocol_with_cash_register.Typical_operations.Client_identification_on_cash_register.WebHome]] in the Loyalty Program. | ||
| 17 | * **Subscriptions and message history** - [[setting up notifications>>doc:Main.Using.MMP.Configurations.Subscription_types.WebHome]] through various communication channels to which the customer has agreed or unsubscribed, including messages with the send date and delivery status. | ||
| 18 | * **Cards and accounts. **Card is a physical or virtual customer identifier that has a category, type, number and state. The System stores the history of card replacement and information about cards arranged in a group. Account is a virtual bonus account containing an activated (available for payment) and non-activated balance in a certain currency (bonus points, stars, etc.). The account information contains details on the number of bonus points to be activated or expired by time periods. One card can contain [[several accounts>>doc:Main.General_information.Loymax_Loyalty.Multiscount.WebHome]], and an account can be linked to several cards, including cards of several customers (in case of card merging). | ||
| 19 | * **Purchase history** – information about all customer purchases, including outstanding and canceled transactions on all cards with the possibility of providing a detailed breakdown to a triggered offer per each receipt position and search by date, point of sale, receipt number or card number. | ||
| 20 | * **Customer history** – information on confirmed transactions performed on customer cards — accrual and deduction of bonus points, discounts, and additional accruals/deductions (e.g. for activity within the Loyalty Program). | ||
| 21 | * **Audit **- information about customer’s actions in the Personal Account (change of personal details, contacts, subscriptions, activity in social networks, friends' invitation). | ||
| 22 | * **Support service **– history of the [[message exchange>>doc:Main.Using.Feedback.WebHome]] between customer and the Call Center operators. | ||
| 23 | * **Promotional content **– offers [[configured in the MMP>>doc:Main.Using.MMP.Communications.Promotion_materials.WebHome]] and displayed to customers in their Personal Account (on the website, in the Mobile App). | ||
| 24 | * **Favorite Products** – [[personal products>>doc:Main.General_information.Loymax_Loyalty.Offers.Individual_offers_in_LP.Favorite_goods_offer.WebHome]] for the purchase of which customers can receive higher preferences. | ||
| 25 | * **Coupons **– [[coupons>>doc:Main.Using.MMP.Marketing.Coupons.WebHome]] issued to customers as part of promotional offers and redeemed upon purchases. | ||
| 26 | * **Statuses **– current level of the customer in the [[status systems>>doc:Main.General_information.Loymax_Loyalty.Status_system.WebHome]] used. | ||
| 27 | |||
| 28 | **Some of this information is stored in the [[customer attributes>>path:/xwiki/bin/get/Main/General_information/CRM/?sheet=CKEditor.ResourceDispatcher&outputSyntax=plain&language=ru&type=doc&reference=.Client_attributes.WebHome&typed=true]]. Interaction with customers through the Loyalty Program is carried out based on the values of such attributes.** | ||
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| 30 | (% class="box" %) | ||
| 31 | ((( | ||
| 32 | **Read also:** | ||
| 33 | |||
| 34 | * [[Customer lifecycle>>doc:Main.General_information.CRM.Member_lifecycle.WebHome]] | ||
| 35 | * [[CRM features in MMP>>doc:Main.Using.MMP.CRM.WebHome]] | ||
| 36 | ))) |