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CRM ​

Manage customer relationships and build lasting connections.

Overview ​

The CRM (Customer Relationship Management) system helps you track guest information, preferences, visit history, and interactions. Build detailed customer profiles, identify VIPs, personalize service, and drive repeat business.

Accessing CRM ​

Navigate to Venue Operations > CRM

CRM Overview

Customer Database ​

Customer List ​

View all customers:

Display Columns

  • Customer name
  • Contact information
  • Visit count
  • Last visit date
  • Total spend
  • Customer tags
  • VIP status
  • Registration date

List Actions

  • Search customers
  • Filter by criteria
  • Sort by any column
  • Export data
  • Bulk operations
  • Create segments

Customer Profile ​

Click any customer to view:

Personal Information

  • Full name
  • Email address
  • Phone number
  • Date of birth
  • Address
  • Emergency contact
  • Profile photo

Visit History

  • Number of visits
  • Total bookings
  • Completed visits
  • Cancellations
  • No-shows
  • Visit frequency
  • Favorite days/times

Financial Overview

  • Total lifetime spend
  • Average spend per visit
  • Deposits paid
  • Outstanding balance
  • Payment history
  • Reward points

Preferences & Notes

  • Dietary requirements
  • Seating preferences
  • Favorite tables
  • Dish preferences
  • Drinks preferences
  • Allergen information
  • Service notes
  • Special occasions

Customer Profile

Creating Customer Profiles ​

Manual Creation ​

Add customers manually:

  1. Click Add Customer
  2. Enter basic information:
    • First name
    • Last name
    • Email
    • Phone number
  3. Add additional details
  4. Set tags/categories
  5. Save profile

Automatic Creation ​

Profiles created automatically:

When Booking

  • Online booking form
  • Phone reservation
  • Walk-in registration
  • Widget bookings
  • API integrations

Data Captured

  • Contact details
  • Booking information
  • Service preferences
  • Communication opt-ins

Importing Customers ​

Bulk import from file:

  1. Click Import
  2. Download template
  3. Fill in customer data
  4. Upload file
  5. Map fields
  6. Review import
  7. Confirm import

Supported Formats

  • Excel (.xlsx)
  • CSV (.csv)
  • Google Sheets
  • vCard

Customer Segmentation ​

Creating Segments ​

Group customers:

Segment Types

By Visit Frequency

  • New customers (1 visit)
  • Occasional (2-5 visits)
  • Regular (6-15 visits)
  • Frequent (16+ visits)
  • VIP (custom threshold)

By Spend

  • Budget diners
  • Average spend
  • High-value
  • Top spenders
  • By spend range

By Behavior

  • Recently active
  • Inactive (6+ months)
  • At-risk (declining visits)
  • Growing engagement
  • Loyal customers

By Demographics

  • Age groups
  • Location
  • Birthday month
  • Anniversary dates
  • Special occasions

By Preferences

  • Dietary requirements
  • Seating preferences
  • Service type
  • Meal period
  • Cuisine preferences

Using Segments ​

Marketing Campaigns

  • Targeted emails
  • SMS campaigns
  • Special offers
  • Event invitations
  • Loyalty rewards

Service Excellence

  • Personalized greetings
  • Anticipate needs
  • Custom recommendations
  • Special attention
  • Recognition programs

Customer Tags ​

Tag Management ​

Organize with tags:

Tag Categories

Status Tags

  • VIP
  • Regular
  • New Customer
  • Lapsed
  • Blacklisted

Occasion Tags

  • Birthday
  • Anniversary
  • Business dining
  • Celebrations
  • Date night

Preference Tags

  • Vegetarian
  • Vegan
  • Gluten-free
  • Allergies
  • Dietary restrictions

Source Tags

  • Word of mouth
  • Social media
  • Google booking
  • Walk-in
  • Corporate

Custom Tags

  • Create your own
  • Venue-specific
  • Unlimited tags
  • Color-coded
  • Filterable

Applying Tags ​

Individual Tagging

  1. Open customer profile
  2. Click Add Tag
  3. Select or create tag
  4. Save changes

Bulk Tagging

  1. Select multiple customers
  2. Click Bulk Actions
  3. Choose Add Tags
  4. Select tags
  5. Apply to all

Communications ​

Email Marketing ​

Send targeted emails:

Campaign Types

  • Welcome emails
  • Birthday wishes
  • Special offers
  • Event invitations
  • Feedback requests
  • Newsletter
  • Re-engagement

Creating Campaign

  1. Select customer segment
  2. Choose email template
  3. Customize content
  4. Schedule or send now
  5. Track results

Email Templates

  • Pre-designed templates
  • Custom HTML
  • Drag-and-drop builder
  • Personalization fields
  • Mobile-responsive
  • Brand styling

SMS Marketing ​

Text message campaigns:

SMS Uses

  • Booking reminders
  • Last-minute offers
  • Table availability
  • Special promotions
  • Birthday messages
  • Quick surveys

SMS Best Practices

  • Keep messages short
  • Clear call-to-action
  • Timing matters
  • Opt-out option
  • Comply with regulations
  • Track responses

Communication History ​

Track all interactions:

History Log

  • Emails sent
  • SMS sent
  • Phone calls
  • In-person notes
  • Feedback received
  • Issues resolved
  • Preferences updated

Adding Notes

  1. Open customer profile
  2. Click Add Note
  3. Enter information
  4. Set privacy level
  5. Save note

VIP Management ​

Identifying VIPs ​

Criteria for VIP status:

Automatic Recognition

  • Visit frequency threshold
  • Total spend amount
  • Referrals made
  • Review contributions
  • Loyalty points
  • Custom criteria

Manual Assignment

  • Manager designation
  • Special relationships
  • Influencers
  • Corporate accounts
  • Local celebrities

VIP Benefits ​

Special treatment:

Service Excellence

  • Priority booking
  • Best table assignments
  • Personalized service
  • Complimentary items
  • Special recognition

Communication

  • Exclusive offers
  • Early event access
  • Private events
  • Birthday recognition
  • Anniversary gifts

Tracking

  • VIP dashboard
  • Visit patterns
  • Spend tracking
  • Satisfaction monitoring
  • Lifetime value

Loyalty Programs ​

Points System ​

Reward repeat visits:

Earning Points

  • Points per visit
  • Points per dollar spent
  • Birthday bonus
  • Referral bonuses
  • Social media engagement
  • Review incentives

Redeeming Points

  • Discount on bill
  • Free items
  • Exclusive experiences
  • Event tickets
  • Gift vouchers

Reward Tiers ​

Level-based benefits:

Bronze Tier

  • Basic rewards
  • Standard recognition
  • Email communications

Silver Tier

  • Enhanced rewards
  • Priority waitlist
  • Special offers
  • Birthday treat

Gold Tier

  • Premium rewards
  • Priority booking
  • VIP treatment
  • Exclusive events
  • Dedicated service

Platinum Tier

  • Maximum benefits
  • Personal concierge
  • Unlimited priority
  • Exclusive access
  • Special gifts

Analytics & Insights ​

Customer Analytics ​

Track key metrics:

Visit Metrics

  • New customers
  • Returning customers
  • Visit frequency
  • Return rate
  • Customer lifetime

Financial Metrics

  • Average spend
  • Lifetime value
  • Revenue per customer
  • Spend trends
  • Top spenders

Engagement Metrics

  • Email open rates
  • SMS response rates
  • Booking sources
  • Referral conversion
  • Review participation

Reports ​

Generate customer reports:

Standard Reports

  • Customer list
  • Visit history
  • Spend analysis
  • Birthday list
  • Inactive customers
  • VIP roster
  • Tag reports
  • Segment analysis

Custom Reports

  1. Choose metrics
  2. Select date range
  3. Apply filters
  4. Generate report
  5. Export data

Integration ​

External Systems ​

Connect with other tools:

Email Platforms

  • Mailchimp
  • Constant Contact
  • SendGrid
  • Custom SMTP

Marketing Tools

  • Google Analytics
  • Facebook Pixel
  • Marketing automation
  • Social media

POS Systems

  • Sales data import
  • Spend tracking
  • Payment history
  • Receipt integration

Privacy & Compliance ​

Data Protection ​

GDPR compliance:

Customer Rights

  • Access their data
  • Correct information
  • Delete profile
  • Export data
  • Opt-out communications
  • Withdraw consent

Data Security

  • Encrypted storage
  • Access controls
  • Audit logging
  • Regular backups
  • Secure deletion

Track permissions:

Consent Types

  • Marketing emails
  • SMS messages
  • Data storage
  • Third-party sharing
  • Automated profiling

Managing Consent

  • Capture at registration
  • Update anytime
  • Respect preferences
  • Document consent
  • Easy opt-out

Best Practices ​

Building Relationships ​

  1. Personalization - Use names and preferences
  2. Recognition - Acknowledge repeat visits
  3. Attention - Remember details
  4. Communication - Stay in touch
  5. Appreciation - Thank loyal customers

Data Quality ​

  1. Accuracy - Keep information current
  2. Completeness - Fill in details
  3. Deduplication - Merge duplicates
  4. Verification - Confirm details
  5. Regular Cleanup - Remove old data

Effective Marketing ​

  1. Segmentation - Target specific groups
  2. Relevance - Appropriate messages
  3. Timing - Right moment
  4. Value - Provide benefits
  5. Testing - A/B test campaigns

Troubleshooting ​

Duplicate Profiles ​

Managing duplicates:

  1. Search for potential duplicates
  2. Review both profiles
  3. Select profiles to merge
  4. Choose primary profile
  5. Merge data
  6. Verify result

Missing Data ​

If information incomplete:

  • Request updates during booking
  • Send profile update email
  • Capture during visit
  • Offer incentive for completion
  • Import from other sources

Communication Issues ​

Email/SMS not working:

  • Verify contact details
  • Check consent status
  • Review spam reports
  • Test email delivery
  • Check SMS credits
  • Review bounce rate

Support ​

Need help with CRM?

Customer Retention

Acquiring a new customer costs 5-7x more than retaining an existing one. Use CRM to build loyalty and drive repeat business.