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Primary Use Case: Membership Tiers & Entitlements ​

Background Overview ​

Enterprises need to maintain customer loyalty through membership systems, requiring unified configuration of tier thresholds, benefit packages, and validity period management in CRM. PowerX CRM integrates membership systems with e-commerce, customer service, and marketing systems to achieve automated membership upgrades, benefit distribution, and renewal reminders. This primary use case focuses on "Membership Tiers & Entitlements" to ensure customers enjoy a consistent membership experience.

Objectives & Value ​

  • Centralized Configuration: Membership tiers and benefit packages are uniformly maintained in CRM.
  • Automatic Upgrades: Immediate upgrade and notification upon meeting conditions.
  • Membership Transaction Records: Complete tracking of payment information for membership purchases or renewals.
  • Renewal Reminders: Trigger renewal tasks and contextual communication before expiry.
  • Multi-system Collaboration: Benefits sync to mall, customer service, marketing, and other touchpoints.

Participating Roles ​

  • CRM Administrator: Configures tier rules, benefit packages, and validity periods.
  • Customer Success Manager: Focuses on high-tier member experience and renewals.
  • E-commerce Operations: Displays membership benefits and pricing in the store.
  • Customer Service Team: Verifies membership benefits and provides services.
  • System Agent: Calculates upgrades, sends notifications, and synchronizes data.

Primary Scenario User Story ​

As a CRM operations staff, I want to uniformly manage membership tiers and benefits in the system, so that I can ensure consistent membership experience and improve renewal rates.

Sub-scenarios Detailed ​

Sub-scenario A: Membership Tier & Benefit Configuration ​

  • Roles & Triggers: CRM administrators configure membership tier thresholds and benefit packages; system syncs to e-commerce and customer service portals.
  • Main Process:
    1. Admin defines tiers (Standard, Gold, Platinum) and required points/consumption conditions.
    2. Bind benefits to each tier (exclusive discounts, dedicated customer service, training courses, etc.).
    3. After publishing, system notifies e-commerce and customer service systems to refresh benefit information.
    4. Permissions and visibility controlled by customer segment.
  • Success Criteria: Accurate configuration; error-free sync; consistent multi-system display.
  • Exception & Risk Control: Configuration changes require approval; benefit conflict alerts; version rollback capability.
  • Indicators: Benefit sync latency, configuration error rate, membership inquiry volume.

Sub-scenario B: Automatic Upgrade & Notification ​

  • Roles & Triggers: Members automatically upgrade upon reaching consumption or activity thresholds; system sends benefit unlock notifications and updates customer tags.
  • Main Process:
    1. System daily calculates member consumption, points, and activity metrics.
    2. Members meeting thresholds automatically upgrade, updating validity period and benefit status.
    3. Send multi-channel notifications (SMS, email, in-app messages) informing new benefits.
    4. Record upgrade logs and tags in customer profile.
  • Success Criteria: Accurate upgrade logic; timely notifications; tag synchronization.
  • Exception & Risk Control: Duplicate upgrade filtering; abnormal consumption requires manual review; high-tier benefits require approval.
  • Indicators: Upgrade success rate, notification delivery rate, benefit utilization rate.

Sub-scenario C: Membership Purchase & Validity Extension ​

  • Roles & Triggers: Users purchase annual membership in e-commerce; CRM records payment information and extends member validity.
  • Main Process:
    1. User selects annual membership product and completes payment.
    2. E-commerce event notifies CRM; writes payment record and order number.
    3. System extends membership validity; updates renewal date.
    4. Outputs invoice and benefit activation information to user and customer service.
  • Success Criteria: Accurate payment records; immediate validity update; benefits immediately usable.
  • Exception & Risk Control: Payment failure rollback; duplicate purchase reminder; refunds require benefit revocation.
  • Indicators: Membership purchase success rate, validity update latency, refund percentage.

Sub-scenario D: Renewal Reminders & Task Assignment ​

  • Roles & Triggers: When membership approaches expiry, system automatically creates renewal tasks and pushes to customer success managers for follow-up.
  • Main Process:
    1. Send reminders 30/15/7 days before expiry in phases.
    2. System generates renewal task cards with customer history and renewal discount suggestions.
    3. CSM or sales conducts phone/email follow-up; records customer intent.
    4. Task auto-closes after renewal completion and updates profile.
  • Success Criteria: Timely reminders; improved renewal rate; closed-loop tasks.
  • Exception & Risk Control: Customer-initiated renewal auto-closes task; reminder frequency adjustable; record reason for renewal refusal.
  • Indicators: Renewal reminder coverage, renewal conversion rate, task overdue rate.

Scenario-level Test Cases ​

Test Preparation: Enable membership tier rules, benefit package configuration, e-commerce event subscription, and renewal reminders. Pre-configure three tiers (Standard/Gold/Platinum), several benefit items, annual membership products, and renewal task templates.

Use Case A-1: Tier Configuration Sync Multi-system (Positive) ​

  • Preconditions: Add "Diamond" tier with benefits including dedicated customer service and 12-month installment interest-free.
  • Steps:
    1. Create new tier and bind benefits in CRM Configuration Center.
    2. Trigger sync to e-commerce and customer service systems.
  • Expected Results:
    • CRM saves successfully with version number.
    • E-commerce membership page shows "Diamond" within 5 minutes; customer service system can query benefits.
    • Sync logs record success status; retry provided on failure.

Use Case B-1: Automatic Upgrade Notification (Positive) ​

  • Preconditions: Member "Wang Xiaoming" cumulative consumption reaches Diamond threshold; notification template available.
  • Steps:
    1. Refresh points/consumption cumulative.
    2. Check member profile and notification center.
  • Expected Results:
    • System adjusts tier to "Diamond"; updates validity period.
    • Sends SMS/email/in-app notification with new benefit details.
    • Customer profile records upgrade log with operator as "System".

Use Case C-1: Membership Purchase Validity Extension (Positive) ​

  • Preconditions: E-commerce order for "Premium Annual Membership" placed; payment success event pushable.
  • Steps:
    1. Simulate member completing payment in e-commerce.
    2. After CRM receives event, check member validity.
  • Expected Results:
    • Member validity extends 365 days; generates payment record.
    • Customer service system can query latest validity; benefits take effect immediately.
    • If already high-tier member, benefit stacking logic follows settings.

Use Case D-1: Renewal Reminder Task (Positive) ​

  • Preconditions: Member expires in 30 days; renewal task template exists.
  • Steps:
    1. Run renewal reminder batch job.
    2. Check customer success manager's to-do list.
  • Expected Results:
    • Creates "Contact Customer for Renewal" task with historical consumption and recommended discount packages.
    • Task syncs to mobile; update renewal intent after completion.
    • If customer renews themselves, task auto-closes.

Use Case D-2: Renewal Task Frequency Limit (Negative) ​

  • Preconditions: Same member generates tasks repeatedly within 7 days.
  • Steps:
    1. Execute renewal reminder again.
  • Expected Results:
    • System提示"existing valid renewal task"; does not create duplicate.
    • Logs record skip reason.

Business Domain: Membership & Loyalty ​

Other CRM Business Domains ​

Released under the Apache 2.0 License.