Content last updated February 2022.

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Context and Usage

This diagram details business capabilities for a loyalty management solution with high-level product positioning in layers powered by the Salesforce Customer 360. It doesn’t list all possible systems or capabilities.

The top layer communicates the customer channels that enable marketing, commerce, engagement, and service capabilities.

At the Loyalty Management layer, you can see these three capabilities of the solution powered by the Loyalty Management Cloud which includes an industry specific data model and pre-built processes.

• Loyalty Administration - Program Management, Member Management, Partner Management, are more are the foundation for configuring a loyalty program.

• Loyalty Processes - These capabilities organize the large data sets required to run the loyalty program, identity who would be processing that data and applying the rules that are created in loyalty administration.

• Intelligent Loyalty - Automated promotion recommendations, promotions effectiveness, and personalized insights from customers.

• Platform Services - Salesforce platform services include Salesforce CDP for customer segmentation along with Privacy, Identity, low code app development, and automated workflow capabilities.

The integration layer is powered by MuleSoft and orchestrates how data gets in and out the platform via APIs and connector.

The bottom layer highlights industry specific systems of record along. These external data sources include contextual data from external supplier and partner ecosystem data sources such as behavioral, sentiment, location, and social data points. Travel & Hospitality industry systems of record include:

• Poperty Management System (PMS)
• Revenue Management System (RMS)
• Passenger Service
• Departure Control
• Inventory
• Fare
• Schedules
• Sales & Catering
• Reservations

This is a Level 1 Marketing, Strategy, and Sales diagram according to the Salesforce diagram framework.