# Phase 16 - Professional CRM and Customer Service

## Scope

Phase 16 adds a professional customer relationship management workspace covering communication history, complaints and service recovery, customer campaigns, surveys, loyalty tiers and Customer 360 integration.

## Controls

- Every CRM action is linked to the acting user and audit trail.
- Complaints receive a unique tracking number, priority, owner and target resolution date.
- Complaint resolution records the resolving user, date, resolution note and optional satisfaction score.
- Campaign audiences prevent duplicate customer membership.
- Loyalty adjustments are auditable.
- Customer 360 displays CRM interactions, complaints and loyalty information.

## Installation

Back up the database and import `sql/migration_016_crm_customer_service.sql` through phpMyAdmin. Replace the application files and open `/crm`.

## Provider integration

Campaigns and interactions provide operational records. Bulk delivery through SMS, email or WhatsApp still requires the configured provider or queue worker.