Customers, Guests & CRM

This chapter covers the people behind every booking: their customer profile, the online forms they fill in before and during a trip, short surveys you can send them, referral codes, the Loyalty Program, the self-service Club portal where members log in on their own, and the Campaigns module for sending newsletters and bulk mail. Front desk, reservations, and marketing staff use these pages every day; managers use them to configure data groups, forms, and the Loyalty Program. Everything here lives under the CRM menu and, for the everyday records, also under Master Data → Customers.

Note: Several pages in this chapter appear twice in the sidebar — once under Master Data → Customers and once under CRM. They open the exact same page; use whichever menu you prefer.

In this chapter

• Customers
• Guest forms
• Forms and Surveys
• Referral codes
• Loyalty Program
• The Club (guest portal)
• Newsletter campaigns

Related chapters

• Bookings — where guest forms are generated, and where a booking's guest, agency, and referral fields live.
• The Folio & Invoicing and Finance — invoice detail behind My Bills, and customer credits behind the Credits tab.
• POS — the POS tab on a customer profile.
• Dive — the Dive Log tab and dive-related Customer Data fields.
• Master Data: Commerce — Specials, used by Customer Groups and Referral Codes.
• Settings & Administration — Active Modules, mail templates, user permissions, and Club branding.