Systems and methods for managing critical interactions between an organization and customers
First Claim
1. A method for managing interactions between a vendor and a customer, comprising:
- receiving team information associated with the vendor and the customer;
receiving issue information associated with the customer;
receiving solution information associated with the vendor;
generating a visual map incorporating the team information, issue information, and solution information;
initiating an on-line, real time collaboration session between the vendor and the customer; and
confirming the team information, issue information, and solution information with the customer.
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Abstract
Systems and methods for managing interactions between an organization and a customer. An associated system for managing a customer relationship via a network includes a discovery map tool program module with a discovery map engine and a database engine. The discovery map engine is in communication with the network. The discovery map engine is adapted to receive team information associated with the vendor and the customer; receive issue information associated with the customer; and receive solution information associated with the vendor. The database engine in communication with the discovery map tool program module, the database engine is adapted to store the team information, issue information, and solution information. The discovery map engine is further adapted to generate a visual map incorporating the team information, issue information, and solution information; initiate an on-line, real time collaboration session between the vendor and customer; and confirm the team information, issue information, and solution information with the customer.
115 Citations
20 Claims
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1. A method for managing interactions between a vendor and a customer, comprising:
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receiving team information associated with the vendor and the customer;
receiving issue information associated with the customer;
receiving solution information associated with the vendor;
generating a visual map incorporating the team information, issue information, and solution information;
initiating an on-line, real time collaboration session between the vendor and the customer; and
confirming the team information, issue information, and solution information with the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for managing a customer relationship via a network, comprising:
a discovery map tool program module including;
a discovery map engine in communication with the network, the discovery map engine adapted to;
receive team information associated with the vendor and the customer;
receive issue information associated with the customer;
receive solution information associated with the vendor;
a database engine in communication with the discovery map tool program module, the database engine adapted to;
store the team information, issue information, and solution information;
wherein the discovery map engine is further adapted to;
generate a visual map incorporating the team information, issue information, and solution information;
initiate an on-line, real time collaboration session between the vendor and the customer; and
confirm the team information, issue information, and solution information with the customer. - View Dependent Claims (12, 13, 14, 15)
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16. A method for using a network to determine a customer'"'"'s business-related need, comprising:
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receiving team information associated with the vendor and the customer;
receiving issue information associated with the customer;
receiving solution information associated with the vendor;
storing the team information, issue information, and solution information in a database;
displaying a visual map via the network, the visual map incorporating the team information, issue information, and solution information;
collaborating on-line and in real time with a customer via the network; and
receiving customer confirmation via the network of at least some of the team information, issue information, and solution information. - View Dependent Claims (17, 18, 19, 20)
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Specification