Feature Introduction
You know one thing for sure: retaining an existing customer is much cheaper than acquiring a new one. But in your CRM, every customer looks identical — there's no way to tell who's a regular big spender, who was a VIP but hasn't returned in three months, or who made one purchase and disappeared. You want to reward deserving customers and re-engage those about to leave, but lack the data to do so systematically.
GTG CRM now does it for you.
The Loyalty feature automatically scores each contact based on their purchase behavior (recency, frequency, monetary value), ranks them into tiers you define with custom names and colors, and automatically runs engagement workflows when someone moves up or down a tier. Scores are recalculated nightly with a time-based decay mechanism — so customers who haven't returned in a while will automatically lose points, helping you identify those at risk of churning early.
Common Business Challenges
| Old Approach | Consequences |
|---|---|
| All customers in CRM look the same, unsegmented | Unsure who to prioritize, misplaced appreciation |
| Remembering VIPs by memory or separate Excel files | Missed opportunities, outdated data, no updates |
| Only noticing lost customers when revenue drops | Customer lost before realizing, too late to win back |
| Manual, ad-hoc engagement | Inconsistent engagement, some customers get attention, others are forgotten |
GTG CRM transforms purchase behavior into nightly updated customer scores and tiers, displayed directly on contact profiles and lists — then automatically triggers engagement workflows at the right moment.
Key Features
1. Automatic Scoring Based on Purchase Behavior
- Three Core Factors: Scores are based on recency, frequency, and monetary value (RFM) — a proven retail model.
- Pre-configured for Business Models: Select a suitable preset (retail, services, subscriptions, etc.) and then fine-tune weights to your preference.
- Nightly Recalculation with Decay: Customers who haven't purchased in a while will automatically lose points — see who's cooling off before they're gone for good.
2. Custom Tier Names and Colors
- Full Customization: Define tier names (e.g., Bronze / Silver / Gold / Diamond) and assign unique colors to each tier.
- Allow or Prevent Demotion: Toggle demotion to match your policies.
- Visible Where You Work: Tier badges appear on contact lists, and a dedicated Loyalty tab is available on each customer's profile.
3. Automated Engagement Workflows for Tier Changes
- Tier Upgrade: Automatically send thank-you messages, appreciation offers, or assign tasks to the responsible staff.
- Tier Demotion / Cooling Off: Automatically trigger win-back campaigns at the right time, instead of letting customers quietly leave.
- Ready-to-Use Templates: Pre-built playbooks are included when you enable Loyalty, ready for immediate use or customization.
4. Loyalty Dashboard — Understand at a Glance
- Overview Cards: Number of customers per tier, distribution, and trends.
- Tier Podium: Quickly identify top customer segments to prioritize.
- On Every Profile: Current score, tier, and tier change history for each customer.
Business Benefits
| Feature | Real-World Benefits |
|---|---|
| Automatic RFM Scoring | Know exactly who your most valuable customers are — no guesswork |
| Custom Tier Names + Colors | Clear customer segmentation, targeted appreciation |
| Time-Decay Scoring, Nightly Recalculation | Early detection of at-risk customers for timely re-engagement |
| Automated Workflows on Tier Change | Consistent, error-free, non-ad-hoc engagement |
| Dashboard + List Badges | Prioritize effectively directly on your workspace |
Who Is It For?
- Retail stores, F&B, beauty, fashion businesses with repeat customers, looking to retain them and increase customer lifetime value.
- Service-based / subscription businesses needing to proactively identify customers at risk of churning.
- Sales and customer support teams wanting to prioritize key customer segments and automate appreciation and win-back efforts.
Getting Started
Navigate to CRM → Loyalty, enable the program, select your business model's scoring preset, and define names and colors for your tiers. The system will automatically score and rank your customers starting that night. See the step-by-step guide to setting up your Loyalty Program, read the success story Turning One-Time Buyers into Loyal Customers, and learn how to optimize customer data in your CRM for more accurate scoring.
Free Trial — no credit card required.
