Module 5: Customer Management (CRM)

⛔ SUPERSEDED 2026-06-11 — Sprig-era feature spec (pre-pivot). The authoritative current design is the locked schema in docs/SCHEMA.md, the module's entry in docs/PROJECT_DECISIONS.md, and the responsibility/seam maps in docs/MODULE_INDEX.md + docs/CROSS_MODULE_CONTRACTS.md. This file is retained for historical feature context only; do NOT treat its scope/table/feature claims as current (it predates the nursery→generic pivot, the HR-out-of-scope cut, the identity/payments/integrations/files extractions, and the schema locks). Superseded note added 2026-06-11.

⚠️ Revised 2026-05-13 per Nursery-Only Focus: Customer is tenant-scoped, lives in crm schema (no core.customer). The Phase 4B-1 framing that customer master "moves to core.customer" is cancelled. Customer stays in crm. Tenant-scoping is preserved — customer carries tenant_id, is RLS-policed. charge_account moves to the Billing module (Module 11) per the Billing Ownership Split decision. All other CRM features remain unchanged.

Status: ✅ Locked for v1.0 (charge_account move to Billing pending; spec content valid) Schema: crm (nursery-facing module; owns customer master directly, tenant-scoped) Feature count: 158 features in v1.0 → 158 (pending recount post-charge_account migration — Group 6 charge-account features move to Billing module per Billing Ownership Split decision; CRM count will decrease after the move completes). Original 158-count breakdown preserved below in feature tables. Build estimate: Strategic spec only — implementation effort TBD Last updated: 2026-05-13 (Nursery-Only Focus revision; charge_account move pending)

Overview

Customer Management owns customer records, relationships, charge accounts, marketing, loyalty, tax exemption certificates, and the data that POS, Orders, Notifications, Customer App, Reporting, and Audit all pull from. CRM is the single source of truth for customer identity and segmentation across the entire platform.

For nurseries, CRM handles diverse customer types — retail walk-ins, landscape contractors (B2B with A/R), commercial accounts, HOAs, and wholesale tier customers — each with distinct workflows for credit terms, pricing, communication preferences, and tax exemption.

CRM is consumed by POS (customer attach), Orders (contractor B2B), Notifications (opt-in/out), Customer-Facing App (login, profile), Reporting (analytics), and Billing (tier enforcement). CRM consumes data from POS (purchase history), Orders (order history), Purchasing (cost basis for LTV), and Billing (subscription state).

Target Customer Profile

• Mid-size growth-stage retail nursery, $500K–$5M revenue
• ~70% retail walk-in customers
• ~20% landscape contractor B2B customers (with charge accounts, project tagging)
• ~10% commercial / HOA accounts (with PO requirements)
• Spring-weighted customer acquisition (40–50% of new customers Jan–May)
• Mix of repeat customers and seasonal visitors

Architecture Principle: Configurability

Every threshold, policy, and default in CRM is configurable per tenant via the Owner Dashboard (Module 10).

Table Scope (Tenancy)

Revised 2026-05-13 per Nursery-Only Focus. The Phase 4B-1 "moves to core.customer" framing is cancelled. Customer lives in crm schema, tenant-scoped. Multi-nursery consumer linkage lives in the customer_app schema (still consumer-owned, cross-tenant — that property hasn't changed; just no "extension layer" framing). charge_account moves to the Billing module per Billing Ownership Split.

Table	Schema / Module	Scope	Notes
crm.customer	crm (this module)	Tenant-scoped (carries tenant_id, RLS-policed)	Customer master. Each tenant owns its own customer rows. Standard cross-schema write pattern (SET LOCAL + RLS) applies.
Multi-nursery consumer linkage table	customer_app (Module 8)	Cross-tenant, consumer-owned	Links one consumer identity across multiple tenants for the consumer plant-care app. SECURITY DEFINER pattern reserved for writes touching this table. CRM features that read across nurseries call into customer_app to resolve linkage.
crm.charge_account → billing.charge_account	Billing module (Module 11)	Tenant-scoped	A/R relationship per-tenant. Moves to Billing per Billing Ownership Split. FKs to crm.customer.
crm.segment	crm (this module)	Tenant-scoped	Custom segments are tenant-defined. FKs to crm.customer.
crm.tax_certificate	crm (this module)	Tenant-scoped	Per-customer cert, scoped to the capturing tenant. FKs to crm.customer.
crm.loyalty_enrollment	crm (this module)	Tenant-scoped	Loyalty is per-tenant program. FKs to crm.customer.
crm.campaign	crm (this module)	Tenant-scoped	Marketing campaigns are tenant-owned.
crm.customer_tag	crm (this module)	Tenant-scoped	Tags belong to the tenant that applied them. FKs to crm.customer.

Multi-nursery customer linkage — product capability preserved

The consumer-facing capability "one consumer account spans multiple connected nurseries" is preserved as a product goal. CRM continues to surface unified consumer identity via the multi-nursery linkage table in the extension layer:

• The physical join table lives in the nursery vertical-extension layer (not in crm).
• CRM features that read across nurseries (unified order history, cross-nursery loyalty visibility) call into the extension layer to resolve the linkage.
• For non-nursery deployments that omit the vertical-extension layer entirely, CRM degrades gracefully to tenant-scoped customer only — no cross-tenant linkage, which is the correct default for any non-nursery vertical.

Superseded prior framing (preserved for traceability)

crm.customer — Global. Per PROJECT_DECISIONS Global Tables. One record per consumer email/phone across all tenants. crm.nursery_customer — Global. Join table linking global customers to tenants (many-to-many).

Both rows above are superseded per the Architecture Redesign.

See PROJECT_DECISIONS.md → "Global Tables (Tenant Scope Exceptions)" and SCHEMA_CONVENTIONS.md → "Cross-Schema Writes" for access patterns.

Feature Hierarchy (158 features across 16 groups)

Group 1: Customer Records — Core (17 features)

#	Feature	Notes
1.1	Customer master record	First name, last name, business name, customer type
1.2	Customer type classification	Retail walk-in / Landscape contractor / Commercial / HOA / Wholesale tier / Other
1.3	Primary contact info	Phone (primary), email (primary), preferred contact method
1.4	Multiple phone numbers per customer	Mobile, business, home, fax — labeled
1.5	Multiple emails per customer	Personal, business, billing — labeled
1.6	Multiple addresses per customer	Billing, shipping, business, project sites — labeled
1.7	Customer photo / avatar	Optional; helpful for high-touch customers
1.8	Customer status	active / inactive / VIP / flagged / blocked
1.9	Customer notes (general)	Free-text notes visible to staff
1.10	Customer source / referral	How they found the nursery (advertising, word-of-mouth, drive-by)
1.11	Customer signup date	When customer record was created
1.12	Last visit / last purchase date	Auto-derived from sales data
1.13	Customer ID / membership number	Auto-generated; printable on cards/receipts
1.14	Customer language preference	English, Spanish, etc. — drives receipts and notifications
1.15	Customer ship-to instructions	Per-address delivery notes ("leave at gate, watch for dogs")
1.16	Customer complaint / issue log	Issues, resolutions, current status — operational visibility
1.17	Customer-related documents storage	Contracts, agreements, certifications stored against customer

Group 2: Customer Search & Lookup (10 features)

#	Feature	Notes
2.1	Search by name	First, last, business name; fuzzy-tolerant
2.2	Search by phone	Partial match (e.g., last 4 digits)
2.3	Search by email	Partial match supported
2.4	Search by customer ID / membership number	Quick lookup at register
2.5	Search by address	Useful for delivery confirmation
2.6	Recent customers list	Last 50 customers viewed/touched
2.7	Customer scan via QR code	Customer shows their digital card; cashier scans
2.8	Multi-field combined search	Search across all fields at once
2.9	Search filters	Type, status, tag, location, last visit date
2.10	Search by purchase history	"Find customers who bought roses last spring"

Group 3: Customer Type — Retail Customers (8 features)

#	Feature	Notes
3.1	Retail customer simplified record	Minimum: name + phone OR email; optional everything else
3.2	Anonymous tracking via phone	No record created but phone tagged to sales for re-identification
3.3	Retail customer purchase history	All past sales linked to customer record
3.4	Retail customer purchase preferences (auto-derived)	"Mostly buys perennials" — based on sales
3.5	Retail customer favorite plants	Plants viewed in customer-facing app, marked as favorite
3.6	Retail customer plant care reminders	"Your roses need fertilizer this week"
3.7	Retail customer event invitations	RSVP to nursery events (planting workshops, etc.)
3.8	Retail customer gift purchases	Track gifts purchased FOR this customer by others

Group 4: Customer Type — Contractors (B2B) (16 features)

#	Feature	Notes
4.1	Contractor business record	Business name, license #, insurance info, primary contact
4.2	Contractor pricing tier	Tier 1/2/3 — auto-applied at POS and Orders
4.3	Contractor payment terms	Net 30, Net 60, 2/10 Net 30, COD, prepay
4.4	Contractor credit limit	Maximum outstanding balance allowed
4.5	Contractor charge account balance	Real-time outstanding A/R balance
4.6	Contractor credit status	active / on hold / over limit / pre-pay only
4.7	Contractor charge limit override (per-sale)	Already in POS 6.15; reference here
4.8	Contractor employees / sub-users	List of people authorized to charge to this account
4.9	Contractor business hours	When contractor is reachable
4.10	Contractor preferred delivery times	Time windows for deliveries
4.11	Contractor project list	Active projects with project IDs and budgets
4.12	Contractor purchase history per project	All purchases tagged to specific projects
4.13	Contractor preferred substitutions	Per-customer "if X is out, substitute Y" rules
4.14	Contractor sales rep assignment	Which staff member owns this customer relationship
4.15	Contractor-specific contract pricing	Per-customer locked prices on specific items
4.16	Customer-specific item visibility	Some items only visible to certain customer types (e.g., commercial-only)

Group 5: Customer Type — Commercial & HOA (8 features)

#	Feature	Notes
5.1	Organization record	Business/HOA name, type, fiscal year
5.2	Multiple contacts per organization	Property manager, board members, billing contact
5.3	Organization billing terms	Net 30/60 typically; PO required
5.4	Organization purchase order tracking	All POs from this org, totals over time
5.5	Organization annual contract / agreement	Document storage for service agreements
5.6	Multi-property tracking	One org with multiple properties to service
5.7	Organization fiscal reporting	Year-end purchases summary for their accounting
5.8	Government / nonprofit tax exemption	Auto-applied at sale; cert library reference (POS 6.16)

Group 6: Charge Accounts & A/R (20 features)

#	Feature	Notes
6.1	Charge account creation	New customer → charge account workflow
6.2	Credit application	Capture credit references, business info, financial details. Customer signs application via HelloSign (Dropbox Sign) when the application creates an A/R relationship above the configurable threshold; canvas signature for below-threshold applications. See ARCHITECTURE.md "Signature Infrastructure".
6.3	Credit approval workflow	Manager review → approve / deny / set limit
6.4	Credit limit setting	Dollar limit; configurable per customer
6.5	Open invoice / A/R balance	Real-time outstanding balance per customer
6.6	Invoice aging buckets	Current / 30 days / 60 days / 90+ days
6.7	Invoice list per customer	All open and historical invoices
6.8	Customer statement generation	Monthly statement with all activity, balances
6.9	Customer statement email/print	Auto-send or manual send
6.10	Payment receipt	When customer pays, system records payment, applies to invoices
6.11	Partial payment application	Customer pays $X; system applies to oldest invoices first (configurable)
6.12	Payment plan / installment	Setup multi-payment schedule for large balances
6.13	Late fee application	Auto-apply late fees on aged invoices (configurable)
6.14	Credit hold trigger	Automatic when customer over limit or X days late
6.15	Collection workflow	Escalation: notice → warning → suspension → handed-off
6.16	Customer billing instructions	Where/how to send invoices (specific email, mail-only, AP@company.com only)
6.17	Customer payment method preferences	"Always charges ACH", "Prefers check", etc.
6.18	Customer payment auto-debit setup	Recurring auto-charge of A/R balance (Pro+ tier)
6.19	Customer payment promise tracking	"Customer said they'd pay by Friday" — promise + accountability log
6.20	Customer onboarding workflow	Welcome process for new charge accounts — checklist of steps

Group 7: Customer Segments & Tags (10 features)

#	Feature	Notes
7.1	Built-in customer segments	New / Repeat / VIP / At-Risk / Lost — auto-calculated
7.2	Custom customer tags	Tenant-defined tags (e.g., "Garden Club", "Master Gardener", "Wholesale Sign-Up")
7.3	Multi-tag per customer	Customer can have many tags
7.4	Smart segments (auto-calculated)	"Spent $1000+ in last 90 days", "No purchase in 6 months" — rule-based
7.5	Geographic segments	"All customers within 10 miles", "All customers in specific zip codes"
7.6	Segment search and filter	Find customers matching segment criteria
7.7	Segment-based bulk actions	Email all VIPs, etc.
7.8	Segment performance tracking	Sales, retention, frequency per segment
7.9	Customer scoring / health score	Algorithmic score based on recency, frequency, monetary value (RFM)
7.10	Customer lifetime value (LTV) calculation	Total revenue from this customer over time. LTV is scoped per (tenant, customer) pair. Tenant A never sees Tenant B's revenue contribution to the same customer. See PROJECT_DECISIONS Customer LTV Scope Rule.

Group 8: Customer Communication Preferences (9 features)

#	Feature	Notes
8.1	Email opt-in / opt-out	Marketing emails preference
8.2	SMS opt-in / opt-out	Marketing SMS preference (Pro+)
8.3	Phone call opt-in / opt-out	"Don't call me" preference
8.4	Mail opt-in / opt-out	Physical mail preference
8.5	Notification frequency preferences	Daily / weekly / monthly digest options
8.6	Transactional vs marketing distinction	Receipts always send; marketing respects opt-out
8.7	Per-channel granular preferences	Email for receipts, SMS for ready-for-pickup, no marketing — granular
8.8	Communication history log	All emails/SMS sent to this customer, with timestamps
8.9	Customer-specific marketing exclusions	"Don't send marketing to government accounts" — group-level rule

Group 9: Tax Exemption Management (6 features)

#	Feature	Notes
9.1	Tax exemption certificate library	Multiple certs per customer; types: resale, agricultural, government, religious, etc.
9.2	Cert upload / photo capture	PDF or photo stored with cert record
9.3	Cert expiration tracking	Certs expire; system alerts before expiration
9.4	Cert auto-selection at sale	Right cert for the right jurisdiction/situation
9.5	Tax-exempt sale audit	Records why sale was tax-exempt, which cert applied
9.6	Cert reporting for tax filings	List of all tax-exempt sales with cert details for annual reporting

Group 10: Loyalty Program Management (8 features)

#	Feature	Notes
10.1	Loyalty enrollment status	Active member / pending / never enrolled / opted out
10.2	Loyalty tier per customer	Bronze / Silver / Gold (configurable tiers)
10.3	Loyalty points balance	Real-time, visible at register
10.4	Loyalty points history	All earnings and redemptions
10.5	Loyalty tier progression	"Spend $200 more to reach Gold" — visible to customer
10.6	Loyalty anniversary tracking	Customer anniversary date; auto-rewards
10.7	Loyalty referrals	Customer refers friend; both get points
10.8	Loyalty leaderboard (optional)	For wholesale tier; ranks customers by spend

Group 11: Marketing & Outreach (13 features)

#	Feature	Notes
11.1	Email marketing campaign creation	Compose, target segment, schedule, send
11.2	SMS marketing campaign creation	Pro+ tier; concise messages with opt-out link
11.3	Campaign templates	Pre-built templates: spring sale, new arrivals, etc.
11.4	Campaign segment targeting	Send to specific customer segments only
11.5	Campaign A/B testing	Test variants on small segment first (Pro+ feature)
11.6	Campaign analytics	Open rate, click rate, conversion, unsubscribes
11.7	Automated drip campaigns	Welcome series, abandoned cart, post-purchase follow-up
11.8	Seasonal campaign automation	Auto-trigger campaigns: spring opening, end-of-season clearance
11.9	Birthday/anniversary campaigns	Auto-sent on customer birthday or anniversary
11.10	Plant care follow-up campaigns	"You bought roses 2 weeks ago — here are care tips"
11.11	Re-engagement campaigns	"We haven't seen you in 6 months — here's 20% off"
11.12	Survey/feedback request campaigns	Post-purchase satisfaction surveys
11.13	Sustainability-tagged campaign templates	Pre-built campaign templates targeting customers interested in native plants, pollinator gardens, drought-tolerant landscaping. Auto-segments based on past purchase attributes. Editable per tenant.

Group 12: Customer-Facing App Integration (6 features)

#	Feature	Notes
12.1	Customer account creation via app	Customer self-registers; CRM record created
12.2	Customer login via app	Email/phone + password; linked to CRM record
12.3	Customer profile editing	Customer edits their own info from app
12.4	Customer purchase history visible in app	View past purchases, receipts
12.5	Customer saved plants / favorites in app	Wishlist functionality
12.6	Customer notifications received in app	Plant care reminders, loyalty status, etc.

Group 13: Customer Reporting & Analytics (12 features)

#	Feature	Notes
13.1	New customer acquisition report	New signups by source, by period
13.2	Customer retention report	Churn rate, return frequency
13.3	Customer lifetime value (LTV) by segment	LTV across customer types
13.4	Customer growth trajectory	Customers gained vs lost over time
13.5	Top customers by revenue	List of highest-spend customers
13.6	Customer purchase frequency	How often each customer buys
13.7	Customer geographic distribution	Map of customer locations
13.8	Customer purchase pattern analysis	What products customers buy together
13.9	At-risk customer report	Customers showing signs of churning
13.10	Customer demographic insights	Age, location, customer type analysis
13.11	Customer return history per customer	Return rate, reasons, patterns per customer
13.12	Customer activity timeline	Chronological view of all interactions (sales, calls, emails, complaints, etc.)

Group 14: Privacy & Data Management (7 features)

#	Feature	Notes
14.1	Customer data export	All data on a customer (GDPR right to access)
14.2	Customer data deletion	Right to be forgotten — anonymize sale history, delete PII
14.3	Customer data correction	Customer requests correction; staff updates with audit
14.4	Customer data sharing log	Who/where customer data was shared (other systems, partners)
14.5	Customer consent tracking	When/how customer consented to marketing, data use
14.6	Data retention policy enforcement	Auto-delete or anonymize old data per policy
14.7	Customer audit trail	All changes to customer record with timestamp + actor

Group 15: Bulk Customer Operations (5 features)

#	Feature	Notes
15.1	Bulk customer import (CSV)	Upload customer list from external system
15.2	Bulk customer export (CSV)	Export all or filtered customers
15.3	Bulk tag assignment	Add tag to many customers at once
15.4	Bulk merge duplicate customers	"John Smith" appearing 3 times — merge with history preservation
15.5	Bulk customer status update	Mark many customers as inactive, VIP, etc.

Group 16: Customer Tasks & Follow-ups (3 features)

#	Feature	Notes
16.1	Task list per customer	"Call this customer next week", "Follow up on quote" — CRM-style tasks
16.2	Automated follow-up triggers	Auto-create tasks based on events (new account, no contact 60 days, etc.)
16.3	Task reporting	Open tasks per staff member; SLA tracking; completion rate

Tier Behavior (Module-Level)

Tier	CRM capability
Starter	Basic customer records (name, contact, purchase history). No charge accounts, no segments beyond built-in, no marketing campaigns.
Pro	Full CRM: charge accounts, custom segments, marketing campaigns (email), tax certs, loyalty, customer reporting, complaint log, follow-up tasks.
Enterprise	+ Customer-specific contract pricing + item visibility rules + auto-debit + multi-property organizations + custom fields per customer + A/B testing in marketing + advanced analytics + activity timeline depth.

Configurable Defaults (Owner Dashboard)

Configurable	Default
Default customer type at creation	Retail walk-in
Required fields for new customer	Name + phone OR email
Charge account approval workflow	ON (manager review required)
Default credit limit (new customer)	$500
Credit hold trigger	Auto when over limit OR 30+ days late
Late fee policy	OFF (configurable)
Statement send frequency	Monthly
Loyalty program enable/disable	OFF
HelloSign-required threshold for credit applications	Configurable; default = credit limit ≥ $5,000 OR contractor type = commercial/HOA
Email marketing opt-in default	OFF (must opt-in)
SMS marketing opt-in default	OFF (must opt-in)
Customer signup discount	OFF (configurable to ON with amount)
Anniversary reward	OFF
Inactive customer threshold	6 months no purchase
At-risk customer threshold	90 days no purchase
Customer data retention	Tenant-scoped CRM data: 7 years (configurable). Global customer record + nursery_customer join: not subject to tenant-side retention (consumer-owned). On tenant cancellation, tenant-scoped CRM is deleted 90 days post-cancel; global customer record persists. See PROJECT_DECISIONS Tenant Lifecycle.
GDPR/CCPA compliance enabled	ON (per region)
Duplicate customer detection	ON (alert when creating similar)
Loyalty tier thresholds	Bronze $0+, Silver $500+, Gold $2000+ (configurable)
A/R aging buckets	Current / 30 / 60 / 90+ (configurable)
Soft delete vs hard delete	Soft delete only for v1.0; hard delete for GDPR
Merge reversal window	24 hours after merge
Auto-create follow-up tasks for new charge accounts	ON
Customer onboarding checklist enabled	ON
Auto-debit available (Pro+)	OFF by tenant; per-customer opt-in

AI Features in CRM

Feature #	AI capability
7.4	AI-powered smart segments (rule generation from natural language)
7.9	AI customer scoring / health score
11.7	AI drip campaign optimization
11.11	AI re-engagement timing optimization
13.9	AI predictive churn detection (at-risk customers)
13.8	AI purchase pattern analysis (cross-sell recommendations)
15.4	AI duplicate detection for merge suggestions
16.2	AI suggested follow-up tasks based on customer behavior

All AI features use AWS Bedrock with Claude Haiku 4.5.

Events Emitted

• crm.customer_created
• crm.customer_updated
• crm.customer_deleted
• crm.customer_merged
• crm.customer_segment_changed
• crm.charge_account_created
• crm.credit_limit_changed
• crm.credit_hold_triggered
• crm.credit_hold_released
• crm.payment_received
• crm.payment_promise_made
• crm.payment_promise_kept
• crm.payment_promise_broken
• crm.late_fee_applied
• crm.statement_generated
• crm.loyalty_enrolled
• crm.loyalty_tier_changed
• crm.marketing_consent_changed
• crm.tax_exemption_certificate_added
• crm.tax_exemption_certificate_expired
• crm.gdpr_data_export_requested
• crm.gdpr_data_deletion_requested
• crm.campaign_sent
• crm.churn_risk_detected
• crm.complaint_logged
• crm.complaint_resolved
• crm.task_created
• crm.task_completed

Events Consumed

• pos.sale_completed (update purchase history, LTV, retention metrics)
• orders.reservation_created (update customer order history)
• orders.contractor_order_created (update A/R balance)
• purchasing.receipt_recorded (cost basis for LTV calculations)
• billing.subscription_changed (enforce tier limits)

API Contract (CRMService — public methods)

High-level surface (detailed signatures during implementation):

• Customer lifecycle: createCustomer, updateCustomer, mergeCustomers, deleteCustomer, searchCustomers
• Customer type: setCustomerType, setPricingTier, setItemVisibilityRules, assignSalesRep, linkProject
• Charge account: createChargeAccount, setCreditLimit, applyPayment, setPaymentPromise, triggerCreditHold, releaseCreditHold, setBillingInstructions, setPaymentMethodPreference, setupAutoDebit, startOnboardingWorkflow
• Segments: assignTag, removeTag, getSmartSegment, getCustomerLTV, getCustomerScore
• Communication: setOptIn, setOptOut, getCommunicationHistory, setMarketingExclusion
• Tax: addTaxCertificate, selectCertificateForSale, trackExpiration
• Loyalty: enrollLoyalty, accruePoints, redeemPoints, setTier
• Marketing: createCampaign, sendCampaign, trackCampaignPerformance
• Reports: getNewCustomers, getRetention, getLTVBySegment, getActivityTimeline, getReturnHistory
• Privacy: exportCustomerData, deleteCustomerData, correctCustomerData
• Tasks: createTask, assignTask, completeTask, getOpenTasks

Out of Scope

Capability	Why excluded
Full CRM with sales pipeline (B2B lead tracking)	Different product category
Email marketing automation platform (like Mailchimp)	We do basic; for advanced, integrate with Mailchimp
Customer service ticket system	Future v2.0
Customer support chat / live chat	Future v2.0
Multi-currency customer balances (UI)	Schema-ready, deferred
Customer credit scoring via external service	Defer
Marketing automation deep A/B testing	Pro+ feature, basic in v1.0
Predictive analytics ML models	AI-light in v1.0; v2.0+ for deep analytics
Customer competitor tracking	Niche
Per-location credit limits (different limits per ship-to)	Edge case
Customer event RSVP deep functionality	Future v1.2
Customer satisfaction NPS-style tracking	Future v1.2

Gaps Identified from Market Research

Source: See docs/MARKET_RESEARCH_GAPS.md for the master gap registry. Status: All gaps below are Open — pending decision. None have been accepted into scope yet.

Gap #	Gap	What's missing in this module	Research source	Possible options
4	Job-level contractor view	CRM Group 4 has contractor projects (4.11) and per-project history (4.12); no end-to-end job view	Research §6.1 + §10.C	Deferred (v1.5) — Ships with job costing module in v1.5. See ROADMAP v1.5.
8	Sustainability/eco customer segments	Sustainability-tagged campaign template added as CRM 11.13	Research §10.E	Accepted — Aligns with growing native plant / pollinator habitat market signal; leverages Inventory 1.4 attributes.
25	AI marketing copilot	No AI suggestion layer for campaigns yet	Research §6.3.5	Deferred (v1.2) — Part of v1.2 AI expansion bundle. See ROADMAP v1.2.