Whether customers call, e-mail, surf a Website, fax, stop in, or whatever, the CRM Solution Map serves as 
the framework to build loyalty with each customer contact. 
The Loyalty Solutions Map delivers on a CRM unique, four-step loyalty process: 
Identify what is the unique situation of a customer at any point in time 
Create rules that prescribe the actions to be taken when these unique circumstances have been identified 
Execute these actions across all company access/interaction channels 
Report and diagnose the effectiveness of these actions on customer loyalty.