engagement customer
Store associates can access customer history and record personalised interactions.
Equips store associates with contextual customer intelligence — purchase history, preferences, open orders, loyalty status, and wish-lists — at the point of interaction. Enables associates to deliver proactive, personalised service in physical stores and clienteling sessions, bridging digital and physical customer relationships.
ID clienteling
Domain customer
Classification engagement
Actors store-associate, customer
Services 3
Events 4
Processes 1
Applications 3
ID
Name
Description
retrieve-customer-historyRetrieve Customer History
Returns the customer's purchase history, returns, open orders, and loyalty balance for use by a store associate.
create-clienteling-sessionCreate Clienteling Session
Opens a clienteling session linking a store associate to a customer, recording the context (store, channel, purpose).
record-clienteling-interactionRecord Clienteling Interaction
Records a note, product recommendation, or outcome from a clienteling session.
Event
Type
Subject
Description
clienteling-session-created``
A new clienteling session was opened between a sales associate and a customer.
clienteling-interaction-recorded``
An interaction with a customer was logged within an active clienteling session.
customer-profile-viewed``
A store associate or system has accessed and viewed a Customer 360 profile.
customer-interaction-logged``
A customer interaction (visit note, product preference, task) has been recorded in the CRM.
Application
Name
Tier
clienteling-appClienteling App
associate-workspaceAssociate Workspace
crmCRM