Enhancing insight-driven customer interactions with a workbench
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United States of America Patent
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Issued Date -
Oct 11, 2007
app pub date -
Mar 26, 2004
filing date -
Mar 26, 2004
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
Insight-driven interactions with customers may be enhanced in a holistic approach. A customer relationship management ('CRM') methodology may include: (1) evaluating a customer strategy; (2) identifying customer segments from a customer base; (3) forming an interaction strategy; (4) defining a series of experiences based on the strategy; (5) applying those interactions with customers during interactions; and (6) monitoring the results of the customer interactions. A computer aid may preferably guide a user through some of these steps. A modular, vendor-independent, centralized, rules-based engine may perform processing to deliver tailored customer experiences, relying on values for prioritized experiences identified through use of the computer aid.
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