The purpose of using CRM tags in customer service

CRM tags are a common nomenclature for classifying customers and CRM stores. Each tag has a unique name and color, and the same tag can be assigned to multiple customers and stores without affecting pricing or online store visibility.

Use the CRM tag as an internal label, such as VIP , Messukontakti , Jälleenmyyjä , or Reklamaatio kesken . Customer groups, price lists, and other business rules are different functions.

Design a common tag nomenclature

CRM tags serve both customer and sales work, so it is worth agreeing on a naming convention before widespread use.

• Use a short name that conveys a single purpose for the classification.
• Avoid parallel names for the same thing, such as VIP and Vip-asiakas .
• Agree on the meaning of the colors if the color indicates, for example, priority or work status.
• Don't use a tag as a pricing rule or as a substitute for a customer group.
• Archive the outdated tag instead of creating a new, nearly identical tag.

The tag name can be up to 190 characters, but a short name works better in customer, store, and analytics views.

Create a new CRM tag

A new CRM tag is created in the Create Tag section of the CRM Tags page.

1. Open CRM > CRM Tags .
2. Enter the Tag name .
3. Choose a color from eight options: rose, pink, orange, amber, emerald, cyan, blue or purple.
4. Select Create tag or press Enter.

The default color is blue. The tag name must be unique; saving an existing name will be rejected. Design the tag on the CRM Tags page if the color is important, as a new tag name written during deal creation can create a new tag without a separately selected color.

Edit tag name or color

The name and color of the CRM tag are edited in the list of active tags.

1. Select the Rename Tag action in the tag row.
2. Change the name or color.
3. Select Save .
4. To discard the change, select Cancel .

The tag ID does not change, so the new name and color will be visible in the same customer and store associations. The new name must also maintain its uniqueness.

The edit does not create a new tag or move associations to another record, but before doing a large-scale rename, make sure the new name describes all current uses.

Archive or restore CRM tag

The CRM tag is archived directly using the Archive function in the tag row. No separate confirmation is displayed.

Archiving keeps the tag and its associated rows in the database, but the tag is removed from active selections and from the normal tag display for customers and stores. Open Filters , enable Show Archived , and select Restore for the tag when you want to use it again.

Only archive a tag after you have reviewed the impact on current customer and sales work. Just because the history is preserved does not mean that the archived tag will still appear on the item details pages.

Attach a tag to a customer

The CRM tag is attached in the Tags section of the customer's CRM tab.

1. Open the client and select CRM .
2. Find the Tags section.
3. Search for an active tag in the Attach tag field.
4. Select a tag from the search results.

The attached tag will appear as a colored marker. To remove a tag, click the marker and confirm Remove tag . The customer tag selector does not create a new tag, so the missing tag must first be created on the CRM Tags page.

Unlinking only applies to the selected customer. It does not remove the tag from the nomenclature or unlink it from other customers or stores.

Add tags to CRM store

CRM store tags are selected in the Tag field when creating a store or in the Tags section of an existing store.

When creating a deal, you can search for an existing tag or type a new tag name. If the name you type does not match an active tag, the deal saver can create a new tag. To ensure a consistent name and color, first create the tag on the CRM Tags page and then select it for the deal.

In the Tags section of an existing store, the tags selected are changed using the buttons. The change is saved as a store field update.

Check tag usage in Tag Analytics

Tag analytics shows the number of customers for active CRM tags, the number of open deals, and the most common lifecycle stage. The summary shows the number of active tags, tagged, and untagged customers.

Archived tags are excluded by default. Open Filters and enable Show archived tags if you want to include them in the figures and table.

The current Open Deals figure is calculated from open deals for customers associated with the tag, not based on the tag directly associated with the CRM deal. Do not interpret this figure as deal tag usage until the analytics implementation is fixed or the definition is confirmed.

Visibility in Customer 360 view

CRM tags appear as a tag signal in the Customer 360 list along with customer lifecycle, transaction, and activity data. Customer 360 helps you find tagged customers, but it doesn't change the tag associations.

A change in the tag name or color will be visible to the same customers because the association is based on the tag ID. An archived tag is not part of the normal active tag view.

Customer 360's tag signal is based on the tags attached to a customer. A tag attached to a transaction alone does not make a customer tagged in the Customer 360 list.

Impact on online shopping

CRM tags are not visible to the online store customer and do not change the price, visibility, balance or availability of products. They are an internal CRM classification for management.

If you want to control customer-specific pricing or product assortment, use customer groups and pricing actions to do so. The current implementation of CRM tags is not a requirement for the storefront rules engine.

Naming a tag as VIP, for example, will not give the customer a discount. Please assign the customer to the correct customer group separately if the classification needs to have a pricing impact.

CRM module preview mode

The CRM module's preview mode shows the structure of the CRM Tags page, but hides the tag names and locks creation, editing, and archiving. Attaching tags to customers and deals requires the use of the CRM module.

The structure seen in preview mode does not mean that tag changes are available. Please enable the CRM module before building the tag list.

Tag analytics figures belong to the same CRM module. Preview mode should not be used for reporting tag usage rates or making naming decisions.

Good to know

CRM tags act as a lightweight internal classification whose value depends on a common naming convention.

• The tag name is unique and can be up to 190 characters long.
• The user interface offers eight colors and uses blue by default.
• The same active tag can be attached to customers and stores.
• Unlinking from the customer requires confirmation; archiving does not.
• Archiving preserves the connections but hides the tag from the normal target view.
• Tag Analytics' Open Stores figure is based on currently tagged customers.
• CRM tags do not affect the business rules of the online store.