Manage & understand customers

CRM & CDP

Recognize customers from their first visit and serve them through to the contract.

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CRM and CDP

CDP recognizes customers, CRM serves them

In short: the CDP is a “radar” that follows everyone who visits your website, even before you know their name. The CRM is the “customer book” your sales and care teams use once someone has shared their details. The two connect the moment a customer leaves a phone number.

CDP
Customer Data Platform
Customer radar

“Who is visiting, and what are they interested in?”

Data
Website behavior, ad source, device, messages
Customers
Anonymous visitors as well as known people
Used for
Recognizing, scoring, segmenting, personalizing
Used by
Marketing team

A customer leaves a phone number: the profile and full history move to the CRM

CRM
Customer Relationship Management
The sales team’s customer book

“Who are we serving, and which step are they at?”

Data
Contacts, calls, quotes, orders, tasks
Customers
Known people (with a phone number or email)
Used for
Tracking the pipeline, assigning tasks, care, closing deals
Used by
Sales and Customer Care teams

Businesses just starting out can begin with the CRM to manage customers and the sales team. Once you run a lot of ads and want to know which customers deserve attention first, add the CDP so behavior data flows straight into the CRM.

Customer journey

From an anonymous stranger to a named customer

Most visitors do not share their details right away. The CDP still records them anonymously, and when they leave a phone number or email, their whole earlier journey is attached to the profile, so sales never starts from zero.

1

Aware

Anonymous
The customer

Sees an ad, article or search result and clicks through to the website.

The system

Assigns an anonymous ID to the browser. Records source, device and region.

Your team

Sees which channels bring real visitors and which only burn budget.

2

Interested

Anonymous
The customer

Views pricing, reads services, scrolls deep, returns several times.

The system

Logs each action against the same anonymous ID and raises the interest score.

Your team

Shows an offer or invites them to share details right when interest peaks.

3

Shares details

Identified
The customer

Fills in a form, messages on Zalo or the chatbot, or calls: a phone number or email appears.

The system

Matches the anonymous ID to a profile, merges all earlier history, then pushes it to the CRM.

Your team

Sales receives the profile with full context: where they came from, what they viewed.

4

Buys

Identified
The customer

Talks with sales, receives a quote, decides and signs.

The system

Records calls, quotes, order value and moves the stage in the pipeline.

Your team

Knows each customer’s stage, which tasks are overdue and who is about to close.

5

Returns

Identified
The customer

Uses the service, asks for support, buys more or refers friends.

The system

Keeps logging interactions. Sends reminders, greetings and upsell suggestions on schedule.

Your team

Retains customers longer and grows value per customer instead of constantly chasing new ones.

UNKNOWN VISITORS · 3 ANONYMOUS IDSFacebook AdsViewed 3 pagesAnon ID · a7f3LaptopViewed pricingAnon ID · c91dZalo2 messagesAnon ID · 5be0Leaves a phone number090•• ••• 321Matches 3 anonymous IDs by phoneNANguyen AnUnified profile · IdentifiedHot lead · 82History merged into the profileClicked Facebook ad3 days agoViewed Pricing ×22 days agoMessaged on ZaloYesterdayShared phone numberTodayWhile anonymousAfter identification

Swipe sideways to see the full diagram

How identification works

  1. 1. Assign an anonymous ID

    Each browser gets a random ID. It contains no name or phone number.

  2. 2. Record behavior

    Pages viewed, scroll depth, buttons clicked and ad source are all attached to it.

  3. 3. Wait for an identifying moment

    The customer fills a form, messages on Zalo or the chatbot, calls, or opens a link in an email or ZNS.

  4. 4. Match and merge

    Normalizes phone and email, finds an existing profile or creates one, and merges all anonymous history in.

Customers on several devices? If they leave the same phone number, their phone, laptop and Zalo are merged into one profile.

A worked example

Ms. An, 14 days, from first visit to signed contract

An illustrative scenario showing how the CDP and CRM work together. The name and figures are examples only.

Before sharing a phone number

Anonymous
  1. Day 1 · 20:14
    Sees a Facebook ad and clicks through

    The system creates an anonymous ID. Source: Facebook Ads, device: iPhone.

  2. Day 1 · 20:16
    Reads the CRM service page, scrolls 80% and leaves

    The interest score starts to rise. Still unknown who the visitor is.

  3. Day 3 · 09:30
    Returns on a laptop and views Pricing twice

    Recognizes the return visit. Interest score: 45.

  4. Day 5 · 21:05
    Sees “Get a free consultation” and leaves a phone number

    The identifying moment: the anonymous phase ends here.

After identification

Identified
  1. Instantly
    The “Nguyen An” profile is created, 4 days of history are merged

    Score 82, placed in the Hot group. The profile moves to the CRM and is assigned to a salesperson.

  2. +15 min
    Sales is notified and calls

    A ZNS appointment confirmation is sent automatically.

  3. Day 6
    Sends the quote, with a gentle Zalo reminder if there is no reply after 24 hours

    Every call and quote is logged to the same profile.

  4. Day 14
    Signs the contract and becomes a Customer

    The after-sales care flow starts.

4 days
of anonymous history merged into the profile
15 min
from leaving a number to the first call
1 profile
from ad click all the way to contract
Unified data

One customer, one single record

When data is scattered across tools, one person is counted as several customers and every team sees a different slice. Unifying it gives the whole company one version of the truth.

DATA SOURCESWebsiteAdsZalo · ChatbotCall · POSCustomer Data Platform (CDP)1CollectEvents from all channels2IdentifyMatch by phone, email3UnifyOne single recordNANguyen AnMerged from 4 sources · 28 events1 recordCRMAssign to salesAdsRetargeting listsEmail · ZNSAutomated care

Swipe sideways to see the full diagram

One profile across every channel

Website, ads, Zalo, chatbot, call center and stores all write to the same customer record.

Identified by phone and email

Phone and email are normalized, so “0901 234 321” and “+84 901 234 321” are recognized as one person.

Controlled merging with a log

Every merge is logged for review, so 2 different people are not mixed into one.

Respects customer consent

Behavior is only recorded after the customer agrees, and the data belongs to your business.

Key terms in plain words

Anonymous ID

A random code tied to a browser, used to recognize a returning visitor before you know who they are.

Event

One customer action: viewing a page, scrolling, clicking, submitting a form, purchasing.

Identification

The moment the system learns who a visitor is from the phone number or email they share.

360° profile

One page that gathers a customer’s details, history and behavior.

Segment

A group of customers with something in common, e.g. “viewed pricing but has not shared a number”.

Lead score

A number showing how warm or cold a lead is, so sales knows whom to call first.

CDP - CUSTOMER DATA PLATFORM

Understand Customers at the deepest level

CDP helps identify, measure behavior and analyze customers in digital space. Optimize personalized experiences.

Customer Identity

Identify and unify customer profiles from multiple touchpoints: Website, App, Social, Offline.

Behavior Tracking

Track all website behaviors: page views, clicks, scroll depth, time on page, form submissions.

Analytics & Segmentation

Segment customers based on behavior, demographics, RFM. Create audiences for remarketing.

Real-time Personalization

Personalize website experience for each customer: content, offers, recommendations.

Note on CDP Implementation Costs

CDP is a very large scope for businesses, requiring investment in technology and personnel. High implementation costs require careful consideration. Click Star offers small packages for customers to start and optimize gradually.

Phased implementationStart with small packageClear ROI at each step

CDP Starter

From $600/month

Suitable for SMEs starting with CDP

  • Basic tracking (5 events)
  • 1 website domain
  • Basic segmentation
  • Weekly reports
Get Consultation

CDP Professional

From $1,400/month

For businesses needing deep analysis

  • Advanced tracking (20 events)
  • 3 website domains
  • AI-powered segmentation
  • Real-time dashboard
  • CRM integration
Get Consultation

CDP Enterprise

Contact us

Comprehensive solution for enterprise

  • Unlimited tracking events
  • Unlimited domains
  • Predictive analytics
  • Custom ML models
  • Dedicated support
  • On-premise option
Get Consultation
CRM - CUSTOMER RELATIONSHIP MANAGEMENT

Customer Relationship Management

Deploy a complete CRM system, customized to business processes, ready for operation.

WebsiteFacebookZaloCall centerNANguyen AnUnified profileHot leadZaloHanoiActivityViewed pricing page2 min agoMessaged on Zalo1 h agoCalled salesYesterdaySent contact form2 days ago

CRM Problems & Solutions

Problem

Customer data scattered across multiple places

Solution

Centralize all data into a single CRM platform

Problem

Unable to track customer journey

Solution

Complete timeline from lead to close and after-sales care

Problem

Manual customer care, time-consuming

Solution

Automated email, ZNS, SMS based on preset scenarios

Problem

No reports for decision making

Solution

Real-time dashboard with key business metrics

Customer Management 360°

Store all information, interaction history, transactions for each customer. Classify by group, tag, auto scoring.

  • Detailed customer profiles
  • Multi-channel interaction history
  • Smart customer segmentation
  • Automatic lead scoring

Setup & Customization

Configure CRM according to business specifics. Customize pipeline, workflow, data fields to match business processes.

  • Customizable sales pipeline
  • Workflow automation
  • Custom fields & modules
  • User permissions

API Integration & Connection

Connect CRM with existing systems: Website, POS, Accounting, Ads platforms. Real-time data sync.

  • Full REST API
  • Webhook & Events
  • Google/Meta Ads connection
  • Sync with Analytics Dashboard

Multi-channel Automation

Automated customer care via Email, ZNS (Zalo), SMS based on scenarios. Reminders, birthday wishes, automatic follow-up.

  • Email marketing automation
  • ZNS Zalo integration
  • SMS campaigns
  • Trigger-based workflows
Automated follow-up flow

The right customer, at the right time, nothing missed

Every customer is scored automatically from their behavior and the details they share. The score decides who sales calls straight away, who is nurtured with content and who only needs a light touch. When behavior changes, customers move groups on their own.

Hot

70+ points
Typically
Shared a phone number, viewed pricing repeatedly, asked about price in the chatbot.
The system
Alert sales at once, call within 15 minutes, confirm on Zalo, create a CRM task.

Warm

40 to 69 points
Typically
Reads a lot of content, shared details but has not answered a call.
The system
A 3-step ZNS and email series with useful content, a demo invitation, re-score after 7 days.

Cold

Under 40 points
Typically
Visited once and left quickly.
The system
Add to a retargeting audience, send a monthly newsletter, no pressure.
A customer shares details or sends a messageForm · Zalo · Chatbot · CallAutomatic scoringBehavior + details sharedHot70+ pointsAlert sales nowCall within 15 minConfirm via ZaloCreate CRM taskWarm40 to 69 pointsSend helpful ZNS3-step emailInvite to a demoRe-score in 7 daysColdunder 40 pointsRetarget with adsMonthly newsletterNo pressureWatch for returnThe customer revisits pricing, the score rises,and the system moves them up automatically

Swipe sideways to see the full diagram

A sample follow-up sequence for a hot lead

1Minute 0

Profile lands in the CRM, sales alerted

2+15 min

Sales calls, ZNS confirms the slot

3+1 day

Quote sent with a Zalo message

4+3 days

Gentle reminder if no reply

5+7 days

Re-score and regroup

The score thresholds and scenarios above are examples. They are configured to fit each business’s sales process and specifics.

Automated Care Channels

Multi-channel integration for 24/7 customer care based on preset scenarios

Email Marketing

Drip campaigns, newsletters

Zalo ZNS

Transaction notifications

SMS Brandname

OTP, promotions

Web Push

Real-time notifications

COMPREHENSIVE INTEGRATION

Synchronize Data CRM - CDP - Website

Seamless connection from website to CRM, CDP and analytics dashboard. Unified, real-time data.

Website
CDP
CRM
Dashboard

Single Customer View

One unique profile for each customer, aggregated from all sources

Data-driven Marketing

Make marketing decisions based on behavioral data and analysis

Optimize Conversion

Personalize website experience to increase conversion rate

WEBSITE UX/UI INTEGRATION

Website Design optimized for CDP

Website designed with tracking events ready, optimized for behavioral data collection and CDP integration.

  • Pre-installed tracking events
  • Page views, scroll, click tracking
  • Form submission tracking
  • E-commerce events (add to cart, purchase)
  • Custom events on request
View Website Design service
Tracking Events Demo
page_view{ page: "/products" }2ms ago
scroll_depth{ depth: 75 }5ms ago
button_click{ id: "add-to-cart" }8ms ago
form_submit{ form: "contact" }12ms ago
purchase{ value: 2500000 }15ms ago
FAQ

What businesses ask before they start

Connecting a CRM and CDP to your existing systems (website, ad platforms, email, customer care) takes about 2 to 4 weeks, with a one-time cost of 20 to 50 million VND. After that it runs on a plan from 15 million or from 35 million VND a month.

Read more

Further reading

Ready to deploy CRM & CDP?

Contact now for consultation on solutions suitable for your business.

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