Feature Overview
You know one thing for sure: retaining an existing customer is far cheaper than acquiring a new one. Yet, within your CRM, every customer looks exactly the same — there's no way to tell who's your big spender who buys regularly, who was a VIP but hasn't returned in three months, or who only bought once and disappeared. You want to reward deserving customers and re-engage those on the verge of leaving, but lack the data to do so systematically.
GTG CRM now does this for you.
The Loyalty Program feature automatically scores each contact based on their purchase behavior (recency, frequency, monetary value), tiers them into levels you define with custom names and colors, and automatically triggers engagement campaigns when someone moves up or down a tier. Scores are recalculated nightly with a decay mechanism over time — so customers who haven't returned in a while will naturally lose points, helping you quickly identify those at risk of churning.
Common Business Challenges
| Old Approach | Consequences |
|---|---|
| All customers in CRM look the same, unsegmented | Don't know who to prioritize, misdirected rewards |
| Remembering VIPs by memory or separate Excel files | Missed opportunities, outdated data, no one updating |
| Only realize customers are churning when revenue drops | Lost customers before realizing, too late to re-engage |
| Manual, ad-hoc customer engagement | Inconsistent engagement, some customers are cared for, others forgotten |
GTG CRM transforms purchase behavior into nightly updated customer scores and tiers, displayed directly on contact profiles and lists — then automatically triggers the right engagement campaigns at the right time.
Key Features
1. Automatic Scoring Based on Purchase Behavior
- Three Core Factors: Scores are based on recency, frequency, and monetary value (RFM model) — a proven retail methodology.
- Business Model Presets: Choose a preset that fits your business (retail, services, subscription) and then fine-tune the weights to your needs.
- 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. Customizable Tiers — Your Names & Colors
- Full Customization: Set tier names (e.g., Bronze / Silver / Gold / Diamond) and assign unique colors to each tier.
- Allow or Block Demotion: Enable/disable tier demotion based on your policy.
- 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 Campaigns on Tier Change
- Tier Upgrade: Automatically send thank-you notes, appreciation offers, or assign tasks to the responsible staff.
- Tier Demotion / Cooling Off: Automatically trigger win-back campaigns at the right moment, instead of letting customers silently leave.
- Ready-to-Use Playbooks: Pre-built campaign templates (playbooks) are installed when you activate Loyalty, ready for immediate use or customization.
4. Loyalty Dashboard — Understand at a Glance
- Overview Scorecards: Number of customers per tier, distribution, and trends.
- Tier Podium: Quickly identify your top customer segments for prioritization.
- On Each Profile: Current score, tier, and tier change history for each customer.
Business Benefits
| Feature | Tangible Benefits for You |
|---|---|
| Automatic Recency/Frequency/Monetary Scoring | Know exactly who your most valuable customers are — no guesswork. |
| Customizable Tier Names & Colors | Clear customer segmentation, targeted rewards. |
| Decay Over Time, Nightly Recalculation | Early detection of at-risk customers for timely re-engagement. |
| Automated Engagement on Tier Change | Consistent, thorough, and non-ad-hoc customer engagement. |
| Dashboard & List Badges | Make prioritization decisions directly on your workspace. |
Who Is It For?
- Retail, F&B, cosmetics, and fashion stores with returning customers, aiming to retain them and increase customer lifetime value.
- Service-based / subscription businesses needing to detect customers at risk of churning early.
- Sales and customer service teams looking to prioritize the right customer segments and automate appreciation and re-engagement efforts.
How to Get Started?
Navigate to CRM → Loyalty, activate the program, select a scoring preset based on your business model, and define names and colors for your tiers. The system will automatically score and tier your customers overnight. Refer to the step-by-step guide for setting up your Loyalty Program, read the case study Turning One-Time Buyers into Loyal Customers, and learn how to optimize customer data in CRM for more accurate scoring.
Free Trial — no credit card required.
