Method and system for managing customer relations

• US 20020059283A1
• Filed: 10/18/2001
• Published: 05/16/2002
• Est. Priority Date: 10/20/2000
• Status: Abandoned Application

• Current Assignee: Enteractllc
• Original Assignee: Enteractllc
• Inventors: Sharpe, Anita Marie, Shapiro, Barry Thomas
• Application Number:
  US09/982,057
• Publication Number:
  US 20020059283A1
• Time in Patent Office: Days
• US Class Current: 707/100
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

The present invention relates to a highly customizable CRM system that can: utilize iterative scripts to interact with existing and potential customers (collectively “customers”). Customer responses to scripted questions can be stored and ranked in a database. The invention supports decision trees automatically linking future actions to feedback provided by the customer. Numerical values can be attributed to customer responses in accordance with predetermined criteria set by the user. An overall customer value can be generated from the aggregate responses of a customer. A customer rating can be generated by applying the customer value to a predetermined threshold. Decision trees can also link response values, customer values, and customer ratings to future customizable events. Decision trees can be embedded in a particular script, and decision trees can also span across several different scripts. The invention utilizes a database incorporated vertically-based database tables; a structure that supports the ability to easily add database columns.

Claims

1. A method of managing customer relationships using a computer, comprising the steps of:

creating a script of questions to be responded to by the customer;

collecting data from the customer in the form of a response to the script; and

automatically scheduling events based on the collected data.

2. A method of managing customer relationships using a computer as recited in claim 1, wherein scripts are e-mailed to the customer and the response from the customer is e-mailed to the computer.

3. A method of managing customer relationships using a computer as recited in claim 1, further comprising storing the collected data in a database.

4. The method of managing customer relationships using a computer as recited in claim 3, wherein the computer is accessible from the Internet, the database is stored in a computer, and the computer is managed by an application service provider.

5. The method of managing customer relationships using a computer as recited in claim 4, including an organization web site and an ASP web site, wherein a link to the ASP web site is provided on the organization web site, and wherein the ASP web site appears to be the organization web site.

6. The method of managing customer relationships using a computer as recited in claim 3, wherein the database incorporates vertically-based database tables.

7. The method of managing customer relationships using a computer as recited in claim 6, wherein scripts are stored in the database.

8. The method of managing customer relationships using a computer as recited in claim 6, further comprising generating reports from the collected data.

9. The method of managing customer relationships using a computer as recited in claim 8, wherein the generated reports are customizable by a user.

10. The method of managing customer relationships using a computer as recited in claim 9, wherein the generated report is a sales forecast.

11. The method of managing customer relationships using a computer as recited in claim 1, wherein a predefined decision tree determines which events are automatically scheduled as a result of the collected data, and wherein the user can modify the predefined decision tree.

12. The method of managing customer relationships using a computer as recited in claim 1, further comprising valuing a customer based on the collected data.

13. The method of managing customer relationships using a computer as recited in claim 12, further comprising ranking a customer by comparing the customer value to a set of predetermine thresholds set by a user.

14. The method of managing customer relationships using a computer as recited in claim 13, wherein automatically scheduled events are based on the collected data and customer value.

15. The method of managing customer relationships using a computer as recited in claim 13, wherein automatic scheduled events are based on the collected data and customer rating

16. The method of managing customer relationships using a computer as recited in claim 1, wherein the automatically scheduled event is the e-mailing of a script to a customer.

17. The method of managing customer relationships using a computer as recited in claim 1, wherein the automatically scheduled event is the mailing of a letter, the sending of an e-mail, or the initiation of a phone call.

20. A system for managing customer relationships as recited in claim 19, wherein said script is an e-mail and said response is an e-mail.

21. A system for managing customer relationships as recited in claim 19, further comprising a vertically-based database table.

22. A system for managing customer relationships as recited in claim 19, said decision tree relates said response and said response value to said scheduled event.

23. A system for managing customer relationships as recited in claim 19, said feedback processing system further including a customer value, said customer value generate by said response value, and said decision tree relates said response and said customer value

24. A system for managing customer relationships as recited in claim 23, said feedback processing system further including a customer rating and a pre-defined criteria, said feedback processing system comparing said customer value to said pre-defined criteria to generate said customer rating.

25. A system for managing customer relationships as recited in claim 24, said decision tree relating said response and said customer rating to said scheduled event.

26. A system for managing customer relationships as recited in claim 19, said event scheduling subsystem further including an automatic event, wherein said scheduling of said scheduled event triggers said automatic event.

27. A system for managing customer relationships as recited in claim 26, wherein said automatic event is a sending of an e-mail comprising a script.

28. A system for managing customer relationships as recited in claim 19, said scheduled event including one of the following events:

a telephone call;

a sending of an e-mail;

a sending of a letter;

or

a sending of a facsimile.

29. A system for managing customer relationships as recited in claim 19, said feedback processing subsystem including a predetermined threshold, said response value generated by comparing said response with said predetermined threshold.

30. A system for managing customer relationships as recited in claim 19, said script processing subsystem further including a vertically-based database table and a report, said script processing subsystem storing said response in said vertically-based database table and generating said report from said vertically-based database table.

31. A system for managing customer relations as recited in claim 30, wherein said report is a financial forecast.

32. A system for managing customer relations as recited in claim 19, further comprising:

a computer including said script subsystem, said feedback subsystem, and said event scheduling subsystem; and

an application service provider to manage said computer.

33. A system for managing customer relations as recited in claim 32, further comprising:

an organization web site controlled by an organization;

an application service provider web site controlled by said application service provider; and

a link on said organization web site to said application service provider web site;

wherein said application service provider web site appears to be part of said organization web site.

35. A system for managing customer relations as recited in claim 35, further comprising a plurality of vertically-based database tables, said plurality of scripts and said plurality of responses being stored in said plurality of vertically-based database tables.

18. A method of using a computer to manage the relationship between an organization and a customer, comprising the steps of:

creating a library of different scripts;

collecting data in the form of a response provided by a customer to a script;

assigning a numerical value to each customer response;

compiling the numerical values to arrive at a customer rating and customer value;

linking collected data, customer value and customer rating to future events in a decision tree;

automatically scheduling events based on the decision tree; and

storing the scripts and collected data in a database that incorporates vertically-based database tables.

19. A system for managing customer relationships, comprising:

a script subsystem, including a script and a response to said script, wherein said script subsystem generates said script and receives said response;

a feedback processing subsystem, including a response value, wherein said response value is attributed to said response; and

an event scheduling subsystem, including a decision tree and a scheduled event, wherein said decision tree relates said response to said scheduled event, and said decision tree determines the scheduling of said scheduled event by said event scheduling subsystem.

34. A system for managing customer relations, comprising:

a script subsystem, including a plurality of scripts and a plurality of responses to said plurality of scripts, wherein said script subsystem generates said plurality of scripts, and receives said plurality of responses;

a feedback processing subsystem, including a plurality of response values, a customer value, a customer rating, a predetermined criteria, and a predetermined threshold; and

an event scheduling subsystem, including a decision tree, a scheduled event, and a trigger selected from the group consisting of said response, said response value, said customer value, or said customer rating, wherein said decision tree relates said trigger to said scheduled event, and said decision tree determines the scheduling of said scheduled event by said event scheduling subsystem;

wherein each said response in said plurality of responses is associated with a response value in said plurality of response values in accordance with said predetermined criteria;

wherein said feedback processing subsystem generates said customer value from one or more said response values; and

wherein said customer value is compared to said predefined threshold to generate said customer rating.