Retail Customer Blueprint

This page describes a retail-oriented CRM implementation blueprint built on standard tSM CRM.

Implementation Profile

This blueprint is not a mandatory standard tSM behavior set. It is an implementation profile for retail customer care and backoffice operation.

1. Blueprint Goal

The blueprint targets operators that need:

• full customer onboarding for B2C and B2B,
• strict data-quality validation at entry,
• role-based customer operations in backoffice,
• direct linkage from customer records to orders, products, tickets, and billing views.

2. Profiled Domain Model

3. Customer Onboarding Profile

3.1 Creation flow

• User starts by selecting customer type.
• Form variant is selected by customer type (for example B2C domestic, B2C foreign, B2B).
• Required fields are validated before save.
• Duplicate prevention is applied using national/company identifiers.
• On success, customer is created in initial valid state.

3.2 Mandatory relationship expectations

In this profile, customer creation expects:

• at least one contact person,
• at least one address.

Related person/address records are initialized immediately after customer creation.

4. B2C/B2B Form Behavior

4.1 B2C domestic

• person name is mandatory,
• personal identifier checks are applied when configured,
• optional ID-document capture,
• basic phone/email format validation.

4.2 B2C foreign

• same baseline as B2C domestic,
• nationality is mandatory,
• local personal-id fields can be restricted by configuration.

4.3 B2B

• company identifier and company name are mandatory,
• tax fields are optional/required by local policy,
• optional external company-data prefill integration,
• at least one contact person is required.

5. Customer Detail Workspace (Retail)

Typical retail customer detail sections:

• base identity and segmentation,
• product and order overview,
• persons, accounts, addresses, bank accounts,
• status change panel (permission-based),
• verification and notification controls,
• notes, comments, attachments, documents,
• tickets, events, audit/history/log views,
• invoice and payment-state visibility.

6. Permissions and View Filters

Typical profile-specific controls:

• privileged roles can execute extended status transitions,
• privileged roles can manage assigned sellers/owners,
• list views support all customers and my customers modes,
• indirect-sales roles are restricted to assigned/created customers.

7. Configuration Profile (Registers)

Retail implementation usually extends code tables beyond standard defaults:

• customer status taxonomy (valid, blocked, non-payer, cancellation, debt-collection variants),
• customer legal forms,
• customer segments and categories,
• customer and partner types,
• account types,
• payment methods,
• invoicing methods,
• person role catalog and communication categories,
• agreement/contract type catalogs.

8. Standard vs Retail Blueprint

Area	Standard tSM CRM	Retail blueprint profile
Onboarding	Generic configurable forms	Dedicated B2C/B2B variants and validation rules
Relationship model	Customer + Account + Person + Address core	Adds specialized account patterns and agreement overlays
Status model	Configurable status registers	Extended operational statuses for retail debt/blocking workflows
Workspace depth	Core entity maintenance	Full backoffice workspace (orders/products/invoices/tickets/logs)
Role model	Standard privilege model	Additional role filters and privileged customer operations

9. Integration Hand-off

This blueprint still relies on standard cross-module hand-off:

• to Ordering for commercial execution,
• to Inventory for service/resource ownership context,
• to Billing for charging/document lifecycle,
• to Ticketing/WFM for operational customer support.