System and method for customer knowledge respository
First Claim
1. A method for linking multiple customer information systems, comprising the steps of:
- identifying at least one customer by a global identifier across multiple customer information systems;
applying a relationship algorithm to relationship data to associate the customer with one or more other entities across the multiple customer information systems for association in a group relationship;
storing customer profile data and relationship data in a centralized database according to the global identifier;
tracking one or more contacts associated with the customer; and
accessing relationship data and customer profile data in a consolidated profile view.
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Accused Products
Abstract
A system and method providing an integrated, comprehensive, centralized repository of customer relationships, channel access, customer analysis, and customer servicing information for retrieval and update when servicing customers or otherwise requested. The present invention provides an integrated front-end and seamless access to customer information for providing integration of production and service delivery processes to enhance an entity'"'"'s knowledge of customers (and/or potential customers) and the customer'"'"'s specific needs. The present invention further provides a method and system for identifying customers and interacting with the customers at an individual or grouped level. A customer knowledge repository may be used for managing relationship management assignments, determining customers within households (or other defined grouping), and distributing information to sales force, call center representatives, and automated self-service delivery channels thereby promoting consistent treatment of individual customers with a comprehensive understanding of the customer relationship within an enterprise.
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Citations
28 Claims
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1. A method for linking multiple customer information systems, comprising the steps of:
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identifying at least one customer by a global identifier across multiple customer information systems;
applying a relationship algorithm to relationship data to associate the customer with one or more other entities across the multiple customer information systems for association in a group relationship;
storing customer profile data and relationship data in a centralized database according to the global identifier;
tracking one or more contacts associated with the customer; and
accessing relationship data and customer profile data in a consolidated profile view. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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15. A system for linking multiple customer information systems, comprising:
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identification means for identifying at least one customer by a global identifier across multiple customer information systems;
application means for applying a relationship algorithm to relationship data to associate the customer with one or more other entities across the multiple customer information systems for association in a group relationship;
storing means for storing customer profile data and relationship data in a centralized database according to the global identifier;
tracking means for tracking one or more contacts associated with the customer; and
access means for accessing relationship data and customer profile data in a consolidated profile view.
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Specification