What a sophisticated CRM looks like when it knows what completes the setup.
This is a working mockup on Crutchfield's real catalog — every product, price, image, and star rating below is pulled straight from crutchfield.com. It shows a unified customer record, AI-built recommendations, and the lifecycle programs that move a buyer from a 75″ TV to a finished home theater.
Segment sizes, lifetime value, and engagement counts are illustrative placeholders to show the shape of the data.
One record that knows the whole setup.
Every order, product view, email open, and advisor chat lands on one timeline. The platform reads the purchase history, infers where the build stands, and surfaces the next best action automatically. This is the record a Crutchfield advisor opens.
AI: complete the setup.
Marcus bought a 75″ TV and nothing else. The platform knows what finishes the build — and what people forget. Each recommendation carries a confidence score and a reason, drawn from purchase patterns and Crutchfield's own fit and compatibility data.
Audiences the platform builds on its own.
Instead of static lists, the CDP scores every customer against their category behavior and keeps these segments live. Each one carries the exact trigger logic that defines membership. Counts are illustrative.
| Segment | Trigger logic | Members |
|---|---|---|
| Home-Theater Builders | bought a TV ≥55″ in last 90d AND no soundbar/AVR on file | 18,400illustrative |
| Audiophiles | 2+ orders in receivers / speakers / hi-fi AND AOV > $800 | 7,250illustrative |
| Photographers | browsed cameras/lenses 3+ sessions OR bought a body, no lens in 60d | 9,100illustrative |
| Car-Audio Enthusiasts | used the vehicle fit tool AND viewed amps or subs in last 30d | 12,600illustrative |
| Smart-Home Owners | owns a streaming/voice device AND opened 2+ smart-home emails | 21,800illustrative |
The programs that move them through the build.
Six always-on programs run off the same record. Each has a clear trigger and a channel. The spine is Complete-the-Setup — the cross-sell that fires the moment a TV lands without the pieces around it.
Complete-the-Setup
- Hour 1 — "Your 75″ needs a mount" + the verified-fit Sanus VLF628
- Day 2 — "Hide every cord" — On-Q in-wall kit + setup guide
- Day 5 — "Hear it the way it was mixed" — Sonos Arc soundbar
- Day 12 — surround upgrade path (Era 100 pair + Sub)
- If converts — exit, move to Post-Purchase + Replenishment
Welcome & onboarding
- Day 0 — Welcome + advisor intro + setup resources
- Day 3 — "Getting the most from your purchase" by category
- Day 10 — Category affinity captured → routes to a segment
- Monthly — The brief for their primary category
Browse & cart recovery
- Browse — back-in-view email with the exact products viewed
- Cart +1h — SMS nudge with the cart link
- Cart +24h — email with compatibility reassurance + advisor offer
- Verified fit — surface the right mount/cable for the item viewed
Replenishment & win-back
- Replenish — accessories & consumables on a predicted cadence
- Next room — second-TV / second-zone audio offer
- Win-back D180 — re-engage with last-browsed category
- Suppress — open support tickets out of promotional sends
This is the CRM, on your real catalog.
The record, the recommendations, the segments, and the workflows above all run off one unified customer profile — wired to compatibility data Crutchfield already owns. The live Room Designer shows the same products staged in a real room.