Executive Summary

Small retail and service tenants inside malls and similar marketplaces—part of the roughly 10 million SMB retailers and service providers worldwide—regularly struggle with manual customer ops: bookings, triage, recurring-customer management and revenue reconciliation are handled through phones, spreadsheets and siloed tools, which increases response times and causes revenue leakage. Both tenants and property teams feel the pain: tenants face personnel strain and churn, while landlords lack unified visibility into tenant performance and shared revenue, even though an addressable ACV around $1,200 per tenant makes a lightweight solution commercially viable. You could build a field-first CRM optimized for mall tenants that unifies chat, SMS, email and in-app touchpoints, automates booking and triage workflows with AI, supports recurring-customer flows, and embeds payments and simple revenue-sharing settlement. Prioritize fast onboarding for non-technical staff, offline-capable mobile apps for floor staff, API-first integrations with property management and payment providers, and packaged automation that measurably reduces headcount burden and response times. Keeping the feature set focused lets you aim for a lean product at the target $1,200 ACV and easier pilots with multi-location landlords or franchise groups. Market timing is favorable: AI-driven automation, omnichannel customer expectations, and mature fintech APIs lower implementation friction and support a $12.0B addressable market (Market Score 90/100, Revenue Potential 88/100). Competition is medium—general CRMs, scheduling vendors and payment platforms exist—but few combine a true field UX, tenant-focused workflows, and mall-level revenue reconciliation in one package. You can differentiate by shipping pre-built mall integrations, turnkey revenue-share accounting, and clear labor-saving metrics (for example, cutting two staff hours per location per day in targeted service businesses), while being realistic about the work required: breaking into a fragmented base of up to 10M SMBs needs distribution partnerships and pilot customers, and payments/data-sharing introduce technical and regulatory complexities that must be solved to scale.

Market Opportunity

Unify mall-tenant customer ops with a lightweight field-CRM & automation targets a $12.0B = 10M SMB retailers & service providers globally x $1,200 ACV total addressable market with medium saturation and a year-over-year growth rate of 12% CAGR for CRM & field-service SaaS across SMB segments.

Key trends driving demand: AI-driven automation -- Automates booking, triage, and recurring-customer workflows reducing headcount burden and response times.; Omnichannel customer engagement -- Customers expect chat, SMS, email and in-app experiences, driving demand for unified CRM touchpoints.; Embedded payments & fintech APIs -- Instant payments, tipping, and split-payments make tenant revenue reconciliation and revenue-sharing easier.; Mobile-first field tools -- On-device scheduling, photos, and proof-of-service are now table stakes for on-site tenant services..

Key competitors include Jobber, Housecall Pro, ServiceTitan, Zoho CRM, QuickBooks (and spreadsheets) — adjacent workarounds.

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Unify mall-tenant customer ops with a lightweight field-CRM & automation

Executive Summary

Market Validation

Market Opportunity

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