What does 'CRM Service(s)' refer to in the context of a Camp Margaritaville franchise?
Camp_Margaritaville Franchise · 2025 FDDAnswer from 2025 FDD Document
- "CRM Service(s)" shall mean the CRM owned and licensed software system(s) provided by the CRM Provider, licensed to Margaritaville, and extended to Customer for use at Customer's Properties subject to the Branding Agreement between Margaritaville and Customer.
CRM Services include the services listed in Section 2 hereof, including any optional services added by Customer.
- 5. Connection Platform. Customer acknowledges and agrees that (i) Customer's Property(ies) must connect to the CRM Services as designated by Margaritaville through Margaritaville's third party middleware connection platform (hereinafter "Connection Platform"); (ii) support provided for the CRM Services will be provided by the Connection Platform; and (iii) use of the CRM Services and the Connection Platform shall be subject to the terms of Margaritaville's individual agreements with CRM Provider and Connection platform and to the CRM Provider's and Connection Platform's terms and conditions as set forth at https://www.salesforce.com/company/msa.jsp andhttps://www.hapicloud.io/termsofuse (as such terms and conditions may be updated from time to time).
- 7. Pricing and Participating Properties. Only Margaritaville-licensed/franchised hotels and resorts will have access to the CRM Services. Pricing shall be as detailed in Schedule 1, attached hereto and incorporated herein by this reference. Customer understands that Margaritaville may increase pricing for all costs set forth herein on a systemwide basis by up to three percent (3%) on an annual basis. Margaritaville shall provide Customer an updated schedule of fees annually.
Section 4.09 Customer Relationship Management System. In connection with the CRS, Franchisee shall also participate in Franchisor's customer relationship management system ("CRM System") pursuant to CRM Terms of Use incorporated by reference into the Technology Agreement attached hereto as Exhibit E, which includes payment by Franchisee of a one-time set-up fee and a monthly subscription fee, based on number of pads/cabins. Such fees may be increased from time-to-time based on increases in the underlying charges paid by Franchisor for the CRM System. The CRM System allows Franchisor, Franchisee, and other properties to share valuable guest profile information that develops a single, measurable view of Resort guests. The CRM System includes a secure interface between the Resort's PMS and the CRS.
Source: Item 23 — RECEIPTS (FDD pages 72–406)
What This Means (2025 FDD)
According to Camp Margaritaville's 2025 Franchise Disclosure Document, 'CRM Service(s)' refers to the CRM owned and licensed software system(s) provided by a CRM Provider, which is licensed to Margaritaville and extended to the franchisee for use at their properties. This use is subject to the Branding Agreement between Margaritaville and the franchisee. The CRM Services include services listed in Section 2 of the document, including any optional services added by the franchisee.
The Camp Margaritaville franchisee's property must connect to the CRM Services through Margaritaville's third-party middleware connection platform. Support for the CRM Services is provided through this Connection Platform. The use of both the CRM Services and the Connection Platform is governed by Margaritaville's agreements with the CRM Provider and Connection Platform, as well as the terms and conditions set forth by these providers, which can be found on their respective websites.
Camp Margaritaville only provides access to the CRM Services to its licensed or franchised hotels and resorts. Pricing details are available in Schedule 1 of the FDD. Margaritaville retains the right to increase the pricing for these services by up to 3% annually on a system-wide basis and will provide franchisees with an updated fee schedule each year. The CRM system allows Camp Margaritaville, its franchisees, and other properties to share guest profile information to develop a measurable view of resort guests and includes a secure interface between the Resort's PMS and the CRS.