PROACTIVE CUSTOMER RELATION MANAGEMENT PROCESS BASED ON APPLICATION OF BUSINESS ANALYTICS
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United States of America Patent
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Jun 14, 2016
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Jan 4, 2016
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Abstract
A method for a software vendor to proactively identify problems a customer may have with software procured from the software vendor includes: inputting into a data set customer data; constructing a customer-satisfaction mathematical model; applying a robustness analytic process to the model to determine a robustness value; determining if the robustness value meets or exceeds a robustness threshold value; applying a significance analytic process to quantitative customer-satisfaction attributes to determine a significance value in response to the robustness value of the mathematical model meeting or exceeding a robustness threshold value; sending a notification to a subject matter expert in response to the significance value being less than or equal to a significance threshold value and the quantified customer-satisfaction attributes express dissatisfaction with the software; receiving from the subject matter expert a remedial plan to improve the quantified customer-satisfaction attributes; and implementing the remedial plan by modifying the software.
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