Interaction object

• US 20060059033A1
• Filed: 09/02/2004
• Published: 03/16/2006
• Est. Priority Date: 09/02/2004
• Status: Abandoned Application

• Current Assignee: SAP SE
• Original Assignee: SAP SE
• Inventors: Ritter, Gerd M., Wagner, Dirk P., Burgert, Joachim T.
• Application Number:
  US10/933,029
• Publication Number:
  US 20060059033A1
• Time in Patent Office: Days
• US Class Current: 705/10
• 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 provides a system and method for providing customer relationship management by tracking customer interactions. Customer interactions include contact with customers using asynchronous communications such as e-mail, short message service (SMS) text messages from mobile phones, letters and FAXes. The system and method of the present invention include an interaction object for representing customer contact. Interaction objects are generated and stored in contact tracking storage for data that comprises details about customer contact. The interaction object is kept as an independent object outside of order object generating software. The interaction object may also be integrated with customer relationship management application software such as software used for account management. The interaction object may be used in high mass data scenarios to reduce the system resources and processing time needed to track a large volume of customer interactions, such those associated with a marketing campaign. The interaction object may be used to maintain data associated with a customer interaction in a single easily-retrievable format. In one embodiment of the invention, the interaction object is integrated into a reporting framework to provide reporting capabilities. In alternate embodiments of the invention, interaction object archiving is also performed, which is included in campaign archiving to reduce data volume.

Claims

1. A system for providing customer relationship management by tracking an interaction with a customer comprising:

a processor;

a memory coupled to the processor; and

a customer interaction tracking environment residing in the memory and executed by the processor, said customer interaction tracking environment comprising;

a customer interaction tracker to generate one or more interaction objects, each object storing customer interaction data from said interaction with said customer;

a contact tracking storage to store data associated with at least one of said one or more interaction objects; and

an application providing customer relationship management functions to users by retrieving said object storing customer interaction data.

2. The system according to claim 1, wherein said customer interaction tracking environment further comprises:

a reporting framework to report said customer interaction data.

3. The system according to claim 1, wherein said customer interaction data is data received as the result of a marketing campaign or trade promotion.

4. The system according to claim 1, wherein said customer interaction data includes a name identifying said customer and a date of said interaction.

5. The system according to claim 1, wherein said customer interaction tracking environment further comprises:

follow-up transactions code to respond to an interaction represented by one of said one or more interaction objects.

6. The system according to claim 1, wherein said contact tracking storage further comprises:

one or more status fields, wherein at least one of said one or more status fields corresponds to one of said one or more interaction objects.

7. The system according to claim 1, wherein said contact tracking storage stores data in a table.

8. The system according to claim. 2, wherein said reporting framework produces reports generated by specifying a business partner.

9. The system according to claim 1, wherein said customer interaction tracking environment further comprises an archiver for archiving said one or more interaction objects.

10. The system according to claim 1, wherein said interaction is made using asynchronous communications.

11. A method for tracking customer interactions, comprising:

receiving customer interaction data relating to an interaction with a customer;

creating a customer interaction object, said customer interaction object including fields for text of said interaction and data fields for a specific customer interaction including a name of said customer and a date of said interaction; and

storing said customer interaction data in said customer interaction object.

12. The method according to claim 11, wherein said data is received as the result of a marketing campaign or trade promotion.

13. The method according to claim 11, wherein said interaction uses asynchronous communications.

14. The method according to claim 11, further comprising the steps of

specifying search criteria for generating a report;

retrieving specified data from one or more retrieved customer interaction objects corresponding to said search criteria; and

generating a report using said specified data to provide analysis of customer interactions for customer relationship management.

15. The method according to claim 14, further comprising the step of displaying the report in a generic user interface associated with a business application.

16. The method according to claim 11, further comprising the step of selecting one or more follow-up transactions for responding to an interaction represented by said customer interaction object.

17. The method according to claim 14, wherein said search criteria comprises one or more statuses reflecting the status of an interaction.

18. The method according to claim 11, further comprising the step of archiving at least one of said one or more interaction objects.

19. A system for providing customer relationship management by tracking customer interactions comprising

means for receiving customer interaction data relating to a customer interaction;

means for creating a customer interaction object, said customer interaction object including data fields for a specific customer interaction and text of said interaction;

means for storing said customer interaction data in fields of said customer interaction object.

20. The system according to claim 19, further comprising:

means for specifying search criteria for generating a report;

means for retrieving specified customer interaction data from said one or more interaction object corresponding to said search criteria; and

means for generating a report using said specified customer interaction data for providing analysis of customer interactions for customer relationship management.

21. Computer readable medium storing thereon program instructions that, when executed, cause an executing device to:

receive customer interaction data relating to an interaction with a customer;

create a customer interaction object, said customer interaction object including fields for text of said interaction and data fields for a specific customer interaction including a name of said customer and a date of said interaction;

store said customer interaction data in fields of said customer interaction object.

22. The computer readable medium according to claim 21, wherein said data is received as the result of a marketing campaign or trade promotion.

23. The computer readable medium according to claim 21, wherein said interaction uses asynchronous communications.

24. The computer readable medium according to claim 21 storing thereon program instructions that, when executed, further cause the executing device to:

specify search criteria for generating a report;

retrieve specified data from one or more retrieved customer interaction objects corresponding to said search criteria; and

generate a report using said specified data to provide analysis of customer interactions for customer relationship management.

25. The computer readable medium according to claim 21 storing thereon program instructions that, when executed, further cause the executing device to display the report in a generic user interface associated with a business application.

26. The computer readable medium according to claim 21 storing thereon program instructions that, when executed, further cause the executing device to select one or more follow-up transactions for responding to an interaction represented by said customer interaction object.

27. The computer readable medium according to claim 21 wherein said search criteria comprises one or more statuses reflecting the status of an interaction.

28. The computer readable medium according to claim 21 storing thereon program instructions that, when executed, further cause the executing device to archive at least one of said one or more interaction objects.