# Guest CRM & Marketing Architecture

The Calian platform includes a comprehensive Guest CRM designed to maximize guest lifetime value and direct booking loyalty.

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## 1. 360-Degree Unified Guest Profile
- **Demographics & Contact:** Name, email, WhatsApp phone, nationality, company.
- **Stay Metrics:** Lifetime stays, total nights, total spend (USD & UGX), cancellation count.
- **Guest Classifications:** `New`, `Repeat`, `VIP`, `Corporate`, `Long Stay`, `High Value`, `Direct Guest`, `OTA Guest`.
- **Hospitality Preferences:** High-floor preference, feather pillow allergy, dietary restrictions, favorite wine/beverage, anniversary dates.
- **Communication History:** Email receipts, WhatsApp confirmations, pre-arrival preference responses, post-stay review ratings.

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## 2. Corporate Accounts & Direct Billing
- Corporate company accounts (e.g. diplomatic embassies, NGOs, multinationals, regional firms).
- Features negotiated fixed room rates, corporate promo codes, payment terms (e.g. Net 30), and billing credit limits.
- Automated generation of monthly corporate consolidated statements.

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## 3. Abandoned Booking Recovery
- Tracks visitor progression across the 6-stage booking funnel (`Search` -> `Room Selected` -> `Guest Info` -> `Payment Started` -> `Completed`).
- Automatically captures abandoned email contacts and allows automated or manual recovery outreach with high-converting direct booking links.

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## 4. Newsletter & Lead Management
- Built-in subscriber list management with GDPR/privacy compliance and 1-click unsubscribe.
- Lead capture inbox for general contact forms, WhatsApp inquiries, event RFPs, and corporate rate inquiries.