How to Use CRM

10/29/2025

Summary

What is TikTok Shop’s CRM tool and how can it help sellers increase sales and customer loyalty?

TikTok Shop’s CRM tool enables sellers to send personalized marketing messages and promotions based on shopper behavior, such as repeat purchases and abandoned carts, to drive engagement and conversions.
It offers pre-built customer segments, message templates, and automation for tasks like order confirmations and price drop reminders, helping sellers build stronger customer relationships and encourage repeat business.

How is access to the CRM tool determined and what are the implications of different Shop Performance Score (SPS) levels?

Access is based on SPS: ≥4.5 grants advanced access (6-8 messages/week), 3.5–4.5 standard access (3-5 messages/week), 3–3.5 results in permission freeze (no new plans but existing run), and <3 revokes access (plans suspended).
During Black Friday Cyber Monday, thresholds are relaxed (freeze at 2.5, revoke below 2.5), and plans paused due to low SPS automatically restart once SPS recovers, ensuring continuity of marketing campaigns.

What are the key steps for sellers to create and launch a CRM messaging plan on TikTok Shop?

Sellers choose a messaging plan type (one-time or automated), select a scenario aligned with campaign goals, pick a customer segment (pre-built or custom), configure message content and schedule, then preview and submit the plan.
They can enhance messages with coupons (regular, targeted, or private) and link up to 4 products per message to increase appeal and conversion potential.

How can sellers segment their customers and what types of customer groups are available for targeted messaging?

TikTok Shop offers predefined segments like recent customers, repeat customers, lapsed customers, abandoned cart users, and followers, plus the ability to create custom segments using at least three conditions (demographics, behavior, engagement).
This segmentation allows sellers to tailor messages precisely, improving relevance and effectiveness of outreach campaigns.

How can sellers monitor and optimize the performance of their CRM campaigns?

Sellers can track key metrics such as GMV generated, orders from CRM messages, total recipients, and read rates via the Data Overview Dashboard in Seller Center.
The Recommendations section provides insights to refine messaging strategies and improve future campaign effectiveness.

Show moreShow less

Feature Overview

TikTok Shop's Customer Relationship Management (CRM) tool is a free, easy-to-use feature that helps you build stronger relationships with your customers through personalized marketing messages and promotions. Whether you want to re-engage lapsed customers, encourage repeat purchases, or convert abandoned carts into sales, CRM makes it easy.

Increase sales with targeted messages: Drive engagement and conversion by sending personalized messages based on shopper behavior, such as repeat purchases and abandoned carts.
Launch campaigns fast and for free: Use pre-built customer segments and ready-to-use message templates, and automate repetitive tasks like order confirmations and price drop reminders.
Improve shopper retention and loyalty: By delivering timely and relevant messages, you can build strong customer relationships and drive repeat business.

How to Access This Feature

Eligibility Criteria:

Access to CRM is based on your Shop Performance Score (SPS). Access levels and quotas are recalculated daily, based on your latest SPS score.

✅ SPS ≥ 4.5 → Advanced access (quota = 6-8 messages/week)
✅ 3.5 ≤ SPS < 4.5 → Standard access (quota = 3-5 messages/week)
🟡 3 ≤ SPS < 3.5 → Permission Frozen (previously active plans will not be affected)
🔴 SPS < 3 → Access revoked

During permission frozen status, you are temporarily restricted from creating new CRM plans or editing existing ones. However, previously active plans will continue to run without disruption.

You'll see a badge and tooltip at the top of the in Seller Center, showing whether your access is Ineligible, Standard, or Advanced.

Black Friday Cyber Monday Access Update

Effective from 11/1/2025 to 12/1/2025 requirements are relaxed to keep your outreach plans active.

Permission Freeze Status: temporarily lowered to 2.5

When your SPS is < 3.5 to ≥ 2.5, your permissions are in a frozen state. You will lose the ability to create new CRM plans, but the plans created during the previous eligibility period will be sent normally.

Access Revoked Status: temporarily lowered to below 2.5

When your SPS < 2.5, your access to CRM will be revoked, and the created plans will be suspended from sending;

Automatic Plan Restart: The lower boundary will go down from 3 to 2.5

When the SPS score increases from <2.5 points to ≥ 2.5 points, the plan that was paused due to access revoke will automatically restart.

Send Frequency

Each customer can receive up to 3 messages from the same seller per week (1 regular plan message and 2 messages from different stages in the BFCM outreach plan).

Standard Access Update

Permission FrozenTrigger: When SPS falls within the range of 3 ≤ SPS < 3.5

Status behavior: In this state, you are temporarily restricted from creating new CRM plans or editing existing ones. However, previously active plans will continue to run without disruption.

Access RevokeTrigger: When SPS < 3

Status behavior: In this state, your access to CRM will be revoked. All created CRM plans will be suspended from sending to ensure system stability and prevent execution under abnormal conditions.

Automatic Plan RestartTrigger: When SPS increases from <3 to ≥3

Status behavior: The CRM plans that were previously paused due to the access revoke state will automatically resume, allowing you to seamlessly continue your marketing campaigns once system stability is restored.

Accessing the CRM Tool:

Log in to Seller Center.
Navigate to Customers on the left-hand menu.

How it Works

Step 1: Choose a messaging plan. The CRM tool offers two types of messaging plans:

Option 1: One-Time Plan	Option 2: Automated Plan

Manual plans allow you to send one-time or scheduled messages to specific customer segments. These plans are great for sending promotions, announcing new product launches, or offering special discounts to reengage lapsed customers.	Automated plans allow you to send messages automatically based on specific customer actions, such as abandoned carts or incomplete checkouts. These plans are best for maintaining consistent and timely engagement with customers.

Step 2: Choose a scenario. Pick a tactic that fits with your campaign goals, then click Create plan.

Step 3: Select a customer segment. Choose a customer segment that aligns with your campaign goals.

	Recent customers: Customers who made their first purchase in your shop within the last 90 days. Repeat customers: Customers who have placed multiple orders in your shop within the past 90 days. Frequent customers: Customers with more than one purchase within the last 90 days. Lapsed customers: Customers who have made at least one purchase in the past 365 days but have not purchased anything within the last 30 days. Potential new customers: Shoppers who have favorited or added items to their cart in the last 30 days but have never purchased from your shop. New followers: Shoppers who started following you in the last 30 days. Existing active followers: Shoppers who started following you and engaged with your content in the last 30 days. Abandoned cart customers: Shoppers who added items to their cart but did not complete their purchase within 48 hours. Incomplete checkout customers: Customers who reached the checkout page but did not complete their purchase within 48 hours.
	You can also select the custom customer segments you’ve created. To create your own custom customer group, follow these steps: Go to Manage Customer Segments and click on Create Segment
	Name your segment Select at least three conditions from attributes such as demographics, purchasing behavior, or engagement level
	Click Save, and you can view or edit your custom customer group under the Manage Customer Segments page.

Step 4: Configure a messaging plan. On the Create plan page, you can configure every aspect of your messaging plan.

Basic information:
- Plan name: Enter a clear and descriptive name for your plan.
- Send to: Confirm the selected customer segment.
- Plan type: This is automatically set based on the selected customer group.
Schedule your message:
- Send now: Sends the message immediately (within 5 minutes).
- Schedule for later: Select a specific date and time to send your message.
Choose channel and create content:
- Message Content: Create custom content from scratch or choose from our recommended templates.

Enhance your CRM message by adding a coupon (optional):
- Click Add coupon, then select Create coupon. A new page will open where you can set up your CRM coupon.
- Set the coupon name, claim period, discount amount, minimum spend, and coupon quantity.
- Once all fields are completed, click Agree & Publish in the top right corner to launch the coupon.
- Return to CRM under the Create Plan tab, refresh the page, select the targeted coupon you just created, and click Confirm.

Tips:

Regular coupons are visible and accessible to all shoppers on the product detail page or in their shopping cart and LIVE.
Private and Targeted coupons can only be created through this button within the CRM plan.
Targeted coupons are only visible and accessible to specified customer segments and must be created within the CRM plan. They appear on the product detail page or in their shopping cart and LIVE.
Private coupons are exclusive offers delivered only through messages configured in outreach plans. They are not publicly visible.

Select Products:

Link up to 4 products to showcase within your message.

Step 5: Preview and launch your plan. Once you're done creating your plan, use the Preview feature to ensure the message is visually appealing. Once you're satisfied, click Submit to activate the plan or Save draft if you need more time to finalize it.
Step 6: Analyze performance. Use the Data overview section at the top to monitor key metrics, including GMV generated from the CRM tool, orders resulting from CRM messages, and total recipients and read rates to measure engagement. Follow insights from the Recommendations section to continuously improve your strategy and future messaging plans.

Frequently Asked Questions (FAQs)

Question	Answer
Who can access the CRM tool?	The CRM tool is accessible to the main account owner, as well as sub-accounts with the roles of Main Administrator, Advertising Manager, or Marketing Specialist.
Can I create custom customer groups?	You can now create your own customer groups by following these steps: Go to Manage Customer Segments Click on Create Segment
How many products can I include in a message?	You can include up to four products in each CRM message.
Can I edit a plan after submission?	You can only edit drafts. For sent or scheduled plans, you may view details, duplicate, or cancel them if necessary.
How many messages can I send to a single customer?	Customers can receive one message per week from the same seller. They can receive up to three different messages daily from different sellers.
What happens if I lose access to the CRM tool?	If your CRM access is revoked due to not meeting the eligibility criteria, Auto Plans will be deleted. Once you regain access, you must recreate these plans.
How can I track the performance of my CRM plans?	Use the Data Overview Dashboard in the Customer Management section to see metrics like GMV, orders, and read rates.

Need Help?

Contact your Account Manager: If you have an Account Manager, reach out to them directly for personalized support.

Next How to Use the Customer Overview Page