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The Scrappy SMB's Playbook for a Unified, Cross-Channel Loyalty Program

Is your loyalty program stuck on a single platform, like your e-commerce store? You're failing to reward valuable customer actions on other channels, like email sign-ups or event attendance. This creates a disjointed experience, devalues your program, and weakens overall customer retention.

This playbook provides a step-by-step guide to building a powerful, custom loyalty system on a shoestring budget. By leveraging a free CRM as your central database and a powerful automation tool as the engine, you can connect services with generous free tiers. You'll learn to track and reward customer actions across all your channels, creating a single, cohesive view of customer loyalty and engagement.

Expected Outcomes

  • A unified view of customer loyalty that tracks interactions from e-commerce, email, forms, and more.
  • Increased customer retention by rewarding a wider range of valuable engagement activities.
  • A highly cost-effective loyalty program built almost entirely on powerful free-tier tools.
  • Deeper customer insights by centralizing interaction data from multiple channels into a single CRM.
  • A fully automated system for point allocation and reward notifications, saving you significant manual effort.

Core Tools in This Stack

HubSpot CRM

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A comprehensive CRM platform that includes a suite of tools for marketing, sales, content management, and customer service, with a completely free CRM at its core to help businesses manage customer relationships and accelerate growth.

Key Features
  • Contact & Lead Management
  • Sales Pipeline Visualization
  • Deal Tracking and Management
  • Email Tracking and Templates
  • Meeting Scheduling Tool
  • Live Chat and Chatbots
  • Reporting and Analytics Dashboards
  • Task and Activity Automation
Ideal For

Company Size: Small, Medium

Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Creative & Media

Pricing

Model: Freemium, Subscription

Tier: Starter

Ease of Use

Very High

Brevo

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Brevo is an all-in-one marketing and sales platform designed to help businesses grow through email marketing, automation, SMS, chat, CRM, and more.

Key Features
  • Email Marketing Campaigns
  • Marketing Automation Workflows
  • Sales CRM
  • Live Chat & Chatbots
  • SMS & WhatsApp Campaigns
  • Landing Page Builder
  • Transactional Email API
  • Push Notifications
Ideal For

Company Size: Micro, Small, Medium, Large

Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Creative & Media, Education & Non-Profit, Other

Pricing

Model: Free, Subscription, Enterprise

Tier: Low

Ease of Use

High

Typeform

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A versatile data collection tool that allows users to create engaging and conversational forms, surveys, and quizzes, turning data collection into a user-friendly experience.

Key Features
  • Conversational form interface
  • Conditional Logic Jumps
  • Customizable design and branding
  • AI form generator
  • Extensive template library
  • Wide range of integrations (e.g., Slack, HubSpot, Zapier)
  • Built-in analytics and reporting
  • VideoAsk integration for video-based conversations
Ideal For

Company Size: Micro, Small, Medium, Large

Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Creative & Media, Education & Non-Profit, Health & Wellness, Other

Pricing

Model: Freemium, Subscription

Tier: Mid-range

Ease of Use

Easy

The Workflow

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Integration Logic

  • Make

    This automation triggers when a new project record is added to an Airtable base. Make captures this data and first creates a new 'Third Party' (client) in Dolibarr ERP & CRM. It then uses the new client ID to create an associated 'Project' in Dolibarr. Finally, Make creates a comprehensive project page in a Notion database, populating it with details from Airtable and including direct links to the newly created Dolibarr client and project records. This creates a single source of truth for new projects, from initial data entry to ERP record creation and collaborative project documentation.

Unify Your Loyalty Program

Turn disjointed touchpoints into a seamless experience that rewards every customer action and boosts retention.