Systems and methods for customer segmentation

• US 20080082386A1
• Filed: 09/29/2006
• Published: 04/03/2008
• Est. Priority Date: 09/29/2006
• Status: Abandoned Application

• Current Assignee: Caterpillar Incorporated
• Original Assignee: Caterpillar Incorporated
• Inventors: Cunningham, Stuart Alan, Franey, William Thomas
• Application Number:
  US11/529,484
• Publication Number:
  US 20080082386A1
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0204 Market segmentation

Abstract

Systems and methods are disclosed for managing customers using customer segmentation. In one embodiment, a customer relationship manager may implement a customer management architecture to define one or more customer segmentation rules based on one or more business metrics, and to organize customers into one or more customer groups based on the one or more customer segmentation rules. The customer relationship manager may then establish a customer segment based on the one or more customer groups, and develop a segment management plan for managing customers in the customer segment. Using the customer management architecture, the customer relationship manager may further set a growth target for the customer segment, and track performance of the customer segment in achieving the growth target.

Claims

1. A method for providing customer segmentation, comprising:

defining one or more customer segmentation rules based on one or more business metrics;

organizing customers into one or more customer groups based on the one or more customer segmentation rules;

establishing a customer segment based on the one or more customer groups;

developing a segment management plan for managing customers in the customer segment;

setting a growth target for the customer segment; and

tracking performance of the customer segment in achieving the growth target.

2. The method of claim 1, wherein defining the one or more customer segmentation rules further includes defining a customer segmentation rule based on past sales revenue.

3. The method of claim 1, wherein establishing the customer segment based on the one or more customer groups further includes selecting at least one of the customer groups to form the customer segment.

4. The method of claim 3, wherein developing the segment management plan further includes developing the segment management plan based on a customer segment profile reflecting customer characteristics, and wherein the segment management plan further includes a marketing plan and a project management plan.

5. The method of claim 1, wherein setting the growth target further includes setting the growth target based on a lost sales opportunities factor and a market saturation factor.

6. The method of claim 1, further including:

presenting the performance of the customer segment in a graphic format.

7. The method of claim 5, wherein the lost sales opportunities factor is based on a total sales opportunities amount and an actual sales revenue for the customer segment, and the market saturation factor is based on a ratio of the actual revenue and the total sales opportunities amount.

8. A computer system for managing by customer segmentation, the system including:

a processor; and

a memory storing data including customer data records, wherein the processor is configured to;

receive a customer segmentation rule;

organize customers into one or more customer groups based on the customer segmentation rule;

receive designation of a customer segment based on the one or more customer groups;

receive a segment management plan and a growth target for the customer segment; and

display growth performance of the customer segment in a graphic format for one or more time periods.

9. The system of claim 8, wherein the customer segmentation rule is based on past sales revenue.

10. The system of claim 8, the processor is further configured to:

receive a selection for at least one of the customer groups to form the customer segment.

11. The system of claim 10, wherein the segment management plan is based on a customer segment profile reflecting customer characteristics, and wherein the segment management plan includes a marketing plan and a project management plan.

12. The system of claim 8, wherein the growth target is based on a lost sales opportunities factor and a market saturation factor.

13. The system of claim 8, the processor is further configured to:

provide a report describing the performance of the customer segment over the one or more time period.

14. The system of claim 12, wherein the lost sales opportunities factor is based on a total sales opportunities amount and an actual sales revenue for the customer segment, and the market saturation factor is based on a ratio of the actual revenue and the total sales opportunities amount.

15. A computer-readable medium containing instructions to configure a processor to perform a method for managing customers using customer segmentation, the method comprising:

defining one or more customer segmentation rules based on one or more business metrics;

organizing customers into one or more customer groups based on the one or more customer segmentation rules;

establishing a customer segment based on the one or more customer groups;

developing a segment management plan for managing customers in the customer segment;

setting a growth target for the customer segment; and

tracking performance of the customer segment in achieving the growth target.

16. The method of claim 15, wherein defining the one or more customer segmentation rules further includes defining a customer segmentation rule based on past sales revenue.

17. The method of claim 15, wherein establishing the customer segment based on the one or more customer groups further includes selecting at least one of the customer groups to form the customer segment.

18. The method of claim 17, wherein developing the segment management plan further includes developing the segment management plan based on a customer segment profile reflecting customer characteristics, and wherein the segment management plan further includes a marketing plan and a project management plan.

19. The method of claim 15, wherein setting the growth target further includes setting the growth target based on a lost sales opportunities factor and a market saturation factor.

20. The method of claim 15, further including:

displaying the performance of the customer segment in a graphic format.