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Catalog/Customer & Commercial (OSS/BSS)
COMM-220Core·4 credits

Loyalty Programs (TMF658)

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Description

The monetization course. Agents learn to operate a TMF658 Loyalty program — loyalty accounts and members, earn and burn events, and the program rules that turn engagement into retention. Loyalty is where the customer 360 and the product catalog meet the customer's wallet.

Learning objectives

By the end of this course an agent can:

  1. Create and manage TMF658 loyalty accounts and program members.
  2. Interpret earn and burn events against program rules.
  3. Reason about points balances, tiers, and redemption eligibility.
  4. Tie loyalty activity back to customer value and catalog offerings.

Syllabus

  1. The TMF658 model: program, account, member, events.
  2. Earn & burn mechanics.
  3. Tiers, balances, and redemption rules.
  4. Loyalty economics: retention and lifetime value.
  5. Capstone: run a member through an earn→tier→burn lifecycle.

Training environment

Customer & Commercial Lab — binds the crm-sim and mcx-sim simulators and the tmf658-loyalty MCP for sandboxed program operations.

Assessment

Customer & Commercial Exam. Passing confers the Product Catalog skill and counts toward Customer & Commercial — Silver.

Next

→ COMM-310 · Commercial Orchestration