CRM Phase A In-progress

CRM is the customer-and-engagement module: it lets a business keep customer profiles under its brand, reward repeat buyers with loyalty points earned on completed orders, grow a newsletter mailing list from the public site, and capture sales inquiries (leads) for follow-up. It sits across three back-end services and is the foundation for later segmentation, campaigns, and analytics.

1. Identity

Property	Value
Module ID	CORE-09
Tier	Core
Status	In-progress
Phase	P1 (Customer profiles) · P2 (Loyalty points, Outreach) · P3 (Segmentation, Analytics)
Priority	MEDIUM
Primary users	Business Owner · Cashier · Marketing · Sales · Site Visitor

2. Purpose & Scope

Included	Excluded
Customer profiles scoped to the brand (Organization)	Customer segmentation (Planned)
Optional customer-to-user account linking	Email / SMS campaign engine (Planned)
Loyalty points earned on completed orders	Point redemption on orders (Planned)
Newsletter subscribe / unsubscribe (idempotent)	Loyalty tiers — Bronze/Silver/Gold (Planned)
Subscriber statistics for the admin dashboard	Customer lifetime-value analytics (Planned)
Sales-inquiry capture and lifecycle tracking	Email delivery / SMTP (not in this module)

Three services, one module. Customer profiles live in Identity, loyalty points in Sale, and subscribers + inquiries in Outreach. The capabilities below note which service powers each.

3. Capabilities

Capability	What the user can do	Status
Customer profile	Create a customer with name, emails, phones, birthday, locale; update and soft-delete	Built
Brand scoping	Customers belong to the Organization; staff see only their own brand's customers	Built
Customer-user link	A customer is a User with the fixed customer role, reusing the identity account model	Built
Loyalty point earning	Earn points automatically when an order completes payment	Built
Point conversion rate	Per-merchant rate decides how many points an order awards	Built
Point balance	Track a running point balance per customer	Built
Newsletter subscribe	Subscribe by email with topics and locale; duplicate subscribe is idempotent	Built
Newsletter unsubscribe	One-click unsubscribe via a unique token link	Built
Subscriber statistics	View totals, monthly-new, and counts by status	Built
Sales inquiry capture	Submit contact, business info, and message from the public site	Built
Inquiry notification	Admins are notified in real time when a new inquiry arrives	Built
Inquiry lifecycle	Assign, reply, then mark converted or lost	Built
Customer-to-user promotion	Promote a profile to a full sign-in account	In-progress
Point redemption	Spend points on orders	Planned
Customer segmentation	Group customers by behavior, spend, frequency	Planned
Customer analytics	Retention rate, lifetime value	Planned

4. Module Dependencies

Depends on	Why
User Management	A customer is a User; promotion turns a customer into a sign-in account
Commerce	Customers are scoped to the Organization; points use a per-merchant rate
Orders	Loyalty points are awarded when an order completes payment

Depended on by	Why
Reports	Future customer analytics and segmentation read CRM data

5. Backend Packages

Implementation detail lives in the developer docs — this section only maps the module to the services that power it.

Package	Role	Developer docs
@nx/identity	Customer profiles — organizer-scoped customer accounts with the fixed customer role	Customer Management
@nx/sale	Loyalty points — awards points on order payment success; idempotent per order	Customer Points
@nx/outreach	Newsletter subscribers and sales inquiries from the public marketing site	Outreach

6. Key User Flows

Customer at POS, then earns points

Newsletter subscribe / unsubscribe

Sales inquiry lifecycle

7. Roles & Permissions

Role	Can	Cannot
Owner	Create/update/soft-delete customers, view profiles and point balances, manage subscribers and inquiries	Access another brand's customers
Cashier	Create customers and attach them to orders at checkout	Soft-delete customers; manage subscribers/inquiries
Marketing	View and manage newsletter subscribers and statistics	Modify customer profiles or inquiries
Sales	View, assign, reply, and resolve sales inquiries	Modify customer profiles or subscribers
Site Visitor	Subscribe / unsubscribe; submit an inquiry	Read any stored CRM data

8. Status & Roadmap

Phase	Capabilities
P1	Customer profiles (create/update/soft-delete), brand scoping, customer-user link
P2	Loyalty point earning + per-merchant conversion rate; newsletter subscribe/unsubscribe + statistics; sales-inquiry capture, notification, and lifecycle
P3	Planned: customer-to-user promotion (in progress), point redemption, loyalty tiers, segmentation, lifetime-value analytics, email/SMS campaigns

9. Related Pages

• URD
• Test Cases
• PRDs
• Developer docs: Customer Management · Customer Points · Outreach
• Related modules: User Management · Commerce · Orders