CRM Customer Relationship Management Scenario Documentation

This document presents the complete business scenarios of the PowerX CRM plugin, following a three-tier structure: Category → Primary Use Case → Sub Use Case.

Business Categories

👤 Customer & Lead Management

Leads & Profiles

• Lead Capture & Deduplication - Web form collection, duplicate checking, intelligent merging
• Customer Profile & Segmentation - Enterprise information management, customer tiers, profile tags
• Customer Lifecycle Management - Status tracking, transition management, churn prediction alerts

💼 Sales Pipeline & Opportunity

Opportunity Management

• Opportunity Creation & Progression - Lead conversion, follow-up plans, probability assessment
• Quoting & Contract Management - Product quotation, discount calculation, contract approval
• Sales Activities & Cadence - Visit planning, rhythm coordination, cross-departmental collaboration

💬 Communication & Collaboration

Omnichannel Communication

• Omnichannel Communication Logging - Call recording, email sync, meeting note structuring
• Task & Cadence Collaboration - Task assignment, cross-departmental collaboration, reminder mechanisms
• Channel & Partner Collaboration - Partner portal, performance reporting, training support

🎯 Customer Service & Success

Customer Success Management

• Case Management & SLA - Case routing, response time limits, knowledge base reuse
• Customer Success & Renewal - Health dashboards, renewal management, upsell opportunities
• Service Delivery & Project Coordination - Project management, milestones, customer confirmation

🎁 Membership & Loyalty

Membership Operations

• Membership Tiers & Entitlements - Tier thresholds, benefit packages, upgrade notifications
• Loyalty Points & Incentives - Points accumulation, balance verification, expiration management
• Membership Engagement & Nurture - Targeted campaigns, holiday care, exclusive programs

🚀 Marketing Automation

Marketing Engine

• Lead Nurturing - Multi-stage nurturing journeys, dynamic touchpoints, automated workflows
• Campaign Orchestration Management - Visual orchestration, cross-channel campaigns, budget control
• Content & Channel Outreach - Email templates, social media, scheduled publishing
• Lead Scoring & Assignment - Heat score calculation, auto-assignment, weight adjustment
• Testing & Conversion Optimization - A/B testing, traffic splitting, significance calculation

📊 Analytics & Revenue Intelligence

Intelligent Analytics

• Sales Forecasting & Target Management - Target breakdown, forecast curves, variance adjustment
• Customer Value & Churn Analysis - Customer segmentation, early warning, improvement plans
• Performance & Incentive Settlement - Performance statistics, commission calculation, leaderboards

⚙️ Admin & Integration

Platform Management

• Access Control & Compliance - Temporary accounts, data masking, audit logs
• Workflow & Automation Orchestration - Visual workflow designer, approval processes, retry mechanisms
• Ecosystem & Data Synchronization - Tag synchronization, ERP integration, API gateway