Loymax, 2026

Wiki source code of Customer lifecycle

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2 Customer lifecycle in the Loyalty Program.
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6 **Contents:**
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8 {{toc depth="1"/}}
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11 = Customer and LP Member concepts =
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15 There are two distinct concepts within the Loymax System: **Customer** and **Loyalty Program Member (LP Member)**:
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17 * **Customer** is a person who has received an LP card. Customers can make anonymous purchases using a non-activated bonus card. Bonus points can be accrued to the card, however it is impossible to deduct bonus points to receive discounts.
18 * **LP Member** is a customer who has registered in the Loyalty Program. He makes authorized purchases and can receive preferences in full. Thus, an LP Member can both accumulate bonus points on the account and deduct them to receive discounts.
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20 Thus, to become an LP Member, one needs to go through the entire registration procedure. The registration steps can be determined individually for each Loyalty Program.
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22 All personal data of Members are stored in the System after registration in the Loyalty Program . They can be deleted only after refusal to participate in the Loyalty Program. To cancel participation in the Loyalty Program, the Member can use a special function of the [[Personal Account>>doc:Main.General_information.Additional_services.Personal_account.Personal_account_functionality.WebHome]] or address the [[Call Center>>doc:Main.Using.Contact_center.Typical_processes.Exclusion_from_loyalty_program.WebHome]].
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24 After the Member is excluded from the Loyalty Program, all personal data are deleted from the System:
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26 * personal information that was indicated in the application form;
27 * phone number and other contact details;
28 * bonus card number;
29 * various cash register identifiers;
30 * bonus account.
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32 If after refusal to participate in the Loyalty Program the customer wants to join it again, one will have to go through the registration procedure once again.
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34 The customer may be at different stages of interaction with the Loyalty Program. Depending on this fact, the customer may have different states in the System (for more information about customer states, please refer to a [[separate article>>doc:Sandbox.CRM.Customer_lifecycle.Client_state.WebHome]]).
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38 = Stages of joining the Loyalty Program =
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40 The customer joins the Loyalty Program (LP) in several stages:
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42 **First stage** — getting an LP card at a point of sale.
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44 * The first stage may be missing if the LP rules and the relevant System settings provide for the use of only virtual cards.
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46 **Second stage** — customer registration in the LP and card activation.
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48 * For an activated card both accrual and deduction of bonus points are available to get discounts. At this stage, the customer becomes an LP Member.
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52 **NOTE**: the registration procedure and the rules for accrual and deduction of bonus points with non-activated cards can be changed within the System settings for a particular LP Partner.
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58 **Read also:**
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60 * [[CJM. How to improve customer experience?>>doc:Sandbox.CRM.Customer_lifecycle.CJM.WebHome]]
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63 = Registration channels and methods =
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65 The Loymax System provides several ways to register customers in the Loyalty Program.
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67 ==== Registration on the LP website ====
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69 The stages of customer registration on the LP website are customized based on the business requirements of each specific Partner. In general, during registration the customers need to provide their contact details (phone number and/or email), fill in the required personal data, accept the terms and conditions of the Loyalty Program and offer agreement, agree to personal data processing, and agree to receive mailings. Also, during registration, the customer is usually asked to link a physical card (if any) to the account. Upon completion of registration on the LP website, it is possible to create a virtual card.
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73 **Read also**
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75 * [[How to create a Personal Account on the website?>>doc:Main.Installation_and_configuration.Personal_account_configuration.WebHome]]
76 * [[Typical scenarios of customer registration on the website>>doc:Main.Using.Personal_account.Typical_processes.WebHome]]
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78
79 ==== Registration via Mobile App ====
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81 To register in the Loyalty Program using a Mobile App, the customer needs to download the Mobile App and install it. At this stage, the app is assigned a unique ID that identifies the device and the customer. An anonymous virtual card of an anonymous user can also be automatically created. The customer can use the app anonymously, however, it is possible to limit the customer’s actions in the app until registration. To register using a Mobile App, the customer should also specify contact details, fill in an application form, accept the LP rules, terms and conditions of the offer agreement, agree to personal data processing and to get mailings.
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85 **Read also**
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87 * [[How to create a Mobile App?>>doc:Main.Installation_and_configuration.Mobile_application_configuration.Mobile_application_constructor.WebHome]]
88 * [[Typical scenarios of customer registration via Mobile App>>doc:Main.Using.Personal_account.Typical_processes.WebHome]]
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91 ==== Registration via Call Center ====
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93 During registration in the Loyalty Program via Call Center, customers contact the Call Center by phone and provide personal details and bonus card data to the Call Center operator, accept the LP rules and terms and conditions of the offer agreement. The Call Center operator inputs the customer data into the Loymax System and performs registration in the Loyalty Program.
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97 **Read also**
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99 * [[How to arrange a Call Center on the basis of Asterisk system?>>doc:Main.Using.Contact_center.WebHome]]
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101
102 ==== Registration at a point of sale ====
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104 During registration in the Loyalty Program at a point of sale, customers can fill in a paper form or verbally pass the data to the cashier. When filling in a paper application form, customers should indicate their contact details and the required personal data, accept the terms and conditions of the Loyalty Program and offer agreement, and agree to personal data processing. After that, customer data are input by the operator into the Loymax System. After the aplication form is processed by the operator, a password for customer access to the Personal Account is sent to the phone number specified by the customer.
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106 When a customer passes the data verbally, a cashier enters the data about the customer and the card into the System as verbally provided the customer. The customer also verbally accepts the LP rules, terms and conditions of the offer agreement and agrees to personal data processing. After that, the card is activated and the customer becomes a registered Member of the Loyalty Program.
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110 **Read also**
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112 * [[Standard process of card activation at a point of sale>>doc:Main.General_information.Loymax_Loyalty.Processing.Typical_processes.Card_activation.Card_activation_at_sales_point.WebHome]]
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115 ==== Registration by SMS ====
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117 To register by SMS, it is required to send information in a certain format specifying the card number, customer name and date of birth to a short telephone number. Processing searches for a card by its number. If a corresponding non-activated card is found, personal data is filled in, the phone number from which the message was sent is linked, and the card becomes activated. After successful registration of the customer and activation of the card, the customer receives in a reply message the data for authorization in the Personal Account.
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121 **Read also**
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123 * [[Standard process of card activation by SMS>>doc:Main.General_information.Loymax_Loyalty.Processing.Typical_processes.Card_activation.Additional_ways_of_card_activation.WebHome]]
124 * [[Plugins for processing incoming messages>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.WebHome||anchor="H41F43B43043343843D44B43244543E43444F44943844544143E43E43144943543D438439"]]
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128 Sending and receiving data during the registration process is carried out using the [[public API methods>>doc:Main.Integration.Ways_to_use_API.API_methods.Papi_examples.Customer_registration.Registration.WebHome]].
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130 At least one of the customer’s identifiers must be provided during registration: card number, phone number or email address.
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132 **Required registration steps** usually include:
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134 * phone number linking,
135 * customer's consent to the terms and conditions of the offer agreement and personal data processing,
136 * completion of the application form.
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138 The order of steps and their mandatory nature should be determined by business requirements in the Loyalty Program. For example, linking email and card numbers are frequently the optional steps.
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142 **Read also**
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144 * [[Examples of customer registration using public API methods>>doc:Main.Integration.Ways_to_use_API.API_methods.Papi_examples.Customer_registration.WebHome]].
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148 Once registration is complete, the LP card is activated.
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150 Depending on the configuration settings, only physical cards or only virtual cards, or both at the same time, can be used in the Loyalty Program. The maximum number of cards per customer is also regulated by the settings. **In any case, at least one card (physical or virtual) must be activated at the end of registration.**
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154 **Read also**
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156 * [[Example of setting up an offer for accrual of welcome bonus points >>doc:Main.Using.MMP.Marketing.Offers.Offers_creation_examples.Offers_for_card.Offers_for_card_type.WebHome]]
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159 In the System there is a possibility [[to link cards after registration>>doc:Main.Integration.Ways_to_use_API.API_methods.Papi_examples.Attaching_cards_after_registration.WebHome]]. In this case customers can link both their own cards and the card of another registered LP Member. The linked card can be either physical or virtual.
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161 * The LP Member's card linked to the account after the registration becomes activated immediately.
162 * Only activated unblocked cards can be merged under one account.
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164 = Completing and editing personal data =
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166 During registration, customers can specify only the required personal data (e.g., full name and date of birth). After registration in the Personal Account, the LP Member can edit the application form. [[The application form designer >>doc:Main.Using.MMP.Admin_panel.Questionnaire_designer.WebHome]]allows for setting mandatory fields and provides the ability to edit individual fields.
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168 Special offers can be set up in the System to encourage [[filling in additional fields of the application form>>doc:Main.Using.MMP.Marketing.Offers.Offers_creation_examples.Offers_for_customer.Offers_for_personal_data.WebHome]].
Created 2024/01/31 07:38
Last edited 2024/02/01 02:50

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