Customer relationship management
3 Assignments
0 Petitions
Accused Products
Abstract
A framework for customer relationship management includes a first layer to identify platforms for customer interactions and a second layer to identify capabilities of customer interactions. The framework includes a third layer to demonstrate how knowledge about customer preferences and behavior can be brought to bear on customer interactions. The framework has a fourth layer to identify applications of analysis and modeling to customer information. The framework also can include backplanes identifying common services that can be defined and tailored to support capabilities described in the first, second, third and fourth layers.
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Citations
63 Claims
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1. (canceled)
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2. A method for shaping a customer relationship management solution for a particular enterprise, the method comprising:
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applying using a structured approach each of a plurality of layers of an architecture framework, the framework including a plurality of integrated layers, the application of the structured approach including;
a) identifying factors associated with a first layer including the platforms for enabling interactions between a customer and the enterprise across a plurality of communication channels;
b) identifying factors associated with a second layer including interaction types in which a customer may engage with the enterprise;
c) deriving insights about the company'"'"'s customers based on a fourth layer; and
d) defining how to apply intelligence about customers from derived insights to customer interactions based on a third layer. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A method for performing a diagnostic analysis of a particular enterprise to identify required customer relationship management capabilities, the method comprising:
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assessing using a structured approach each of a plurality of integrated layers of an architecture framework, the application of the structured approach including;
a) identifying factors associated with a first layer including platforms for enabling interactions between a customer and the enterprise across a plurality of communication channels;
b) identifying factors associated with a second layer including interaction types in which a customer may engage with the enterprise;
c) assessing how the company derives insights about the company'"'"'s customers based on a fourth layer;
d) assessing how the company can apply intelligence about customers from the insights assessed based on the fourth layer to customer interactions based on a third layer;
- View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43)
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44. A method for educating personnel about customer relationship management for a particular enterprise, the method comprising:
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applying using a structured approach each of a plurality of integrated layers of an architecture framework, the application of the structured approach including;
a) presenting, in a first layer, information related to platforms for enabling interactions between a customer and the enterprise across a plurality of communication channels;
b) presenting, in a second layer, information related to interaction types in which a customer may engage with the enterprise;
c) deriving insights about the company'"'"'s customers based on information presented in a fourth layer; and
d) presenting, in a third layer, information related to how the company can apply intelligence about customers from derived insights based on the fourth layer to customer interactions. - View Dependent Claims (45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63)
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Specification