INTELLIGENT CUSTOMER RETENTION AND OFFER/CUSTOMER MATCHING

• US 20090157449A1
• Filed: 12/18/2007
• Published: 06/18/2009
• Est. Priority Date: 12/18/2007
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Data Services Incorporated (Verizon Communications Inc.)
• Inventors: Sawant, Yogesh, Shaphy, Muhammed, Itani, Ibrahim M.
• Granted Patent: US 8,805,724 B2
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 30/016 After-sales
• 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
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products
• CPC Class Codes: G06Q 30/0631 Item recommendations

Abstract

A device receives offer information associated with one or more products or services, receives customer information, and matches the offer information with the customer information based on one or more of system defined rules or user defined rules. The device also generates matched offer and customer information based on the match, and conveys the matched offer and customer information to one or more customers.

Claims

1. A computing device-implemented method, comprising:

receiving campaign management information;

receiving customer analysis information;

receiving offer management information;

combining the campaign management information, the customer analysis information, and the offer management information into customer retention information; and

conveying the customer retention information to a customer.

2. The computing-device implemented method of claim 1, further comprising:

providing for display of the customer retention information to a marketer for conveying to a customer.

3. The computing device-implemented method of claim 1, further comprising:

receiving at least one of customer data, customer models, or customer reports;

generating segmented customer information based on the at least one of customer data, customer models, or customer reports;

generating scored and segmented customer information based on the segmented information; and

combining the scored and segmented customer information into the customer retention information.

4. A computing device-implemented method, comprising:

receiving offer information associated with one or more products or services;

receiving customer information;

matching the offer information with the customer information based on at least one of system defined rules or user defined rules;

generating matched offer and customer information based on the matching; and

conveying the matched offer and customer information to one or more customers.

5. The computing device-implemented method of claim 4, further comprising:

receiving feedback from the one or more customers about the matched offer and customer information; and

updating the matched offer and customer information based on the feedback.

6. The computing device-implemented method of claim 4, where receiving offer information comprises:

selecting an offer from a group of offers;

receiving one or more sales codes associated with the selected offer;

creating a system situation based on the selected offer and the one or more sales codes; and

generating the offer information based on the selected offer, the one or more sales codes, and the system situation.

7. The computing device-implemented method of claim 4, where matching the offer information with the customer information comprises:

selecting an offer from a group of offers based on the customer information;

retrieving a system situation associated with the selected offer;

determining if a customer qualifies for the system situation associated with the selected offer; and

adding the selected offer to the matched offer and customer information when the customer qualifies for the system situation.

8. The computing device-implemented method of claim 4, where matching the offer information with the customer information comprises one or more of:

matching the offer information with the customer information based on a customer profile;

matching the offer information with the customer information based on a customer churn score;

matching the offer information with the customer information based on a customer credit history;

matching the offer information with the customer information based on a customer treatment history;

matching the offer information with the customer information based on one or more of customer account products;

or

matching the offer information with the customer information based on market intelligence.

9. The computing device-implemented method of claim 4, where conveying the matched offer and customer information to one or more customers comprises one or more of:

conveying the matched offer and customer information to the one or more customers via email;

conveying the matched offer and customer information to the one or more customers via direct mail;

conveying the matched offer and customer information to the one or more customers via telephone;

or

conveying the matched offer and customer information to a vendor system for conveying to the one or more customers.

10. A computer-readable memory device that stores computer-executable instructions, comprising:

one or more instructions for receiving offer information associated with one or more products or services;

one or more instructions for receiving customer information;

one or more instructions for matching the offer information with the customer information based on at least one of system defined rules or user defined rules;

one or more instructions for generating matched offer and customer information based on the matching;

one or more instructions for providing for display of the matched offer and customer information to a marketer for conveying to one or more customers.

11. The computer-readable memory device of claim 10, further comprising:

one or more instructions for automatically conveying the matched offer and customer information to the one or more customers.

12. The computer-readable memory device of claim 10, where the offer information comprises at least one of:

a product to offer in a bundle;

a service to offer in a bundle;

a credit and product or service bundle;

a price of a product;

a price of a service;

a product to offer for sale;

or

a service to offer for sale.

13. The computer-readable memory device of claim 10, where the customer information comprises at least one of:

customer data;

a customer model;

a customer report;

a customer name;

a customer address;

a customer telephone number;

scored and segmented customer information;

customer personal information;

or

company information.

14. The computer-readable memory device of claim 10, where the matched offer and customer information comprises rules that define what products or services to offer a particular customer and when to offer such products or services.

15. The computer-readable memory device of claim 10, where the system defined rules comprise rules provided by a marketing manager.

16. The computer-readable memory device of claim 15, where the marketing manager comprises a person responsible for marketing one or more products or one or more services.

17. The computer-readable memory device of claim 10, where the user defined rules comprise rules based on at least one of a customer profile, a customer churn score, a customer credit history, a customer treatment history, a customer account product or service, or market intelligence.

18. The computer-readable memory device of claim 10, where each of the one or more customers comprises a person or a business entity capable of purchasing one or more products or one or more services.

19. The computer-readable memory device of claim 10, where the marketer comprises a person responsible for interacting with the one or more customers to market one or more products or one or more services.

20. The computer-readable memory device of claim 10, further comprising:

one or more instructions for receiving feedback from the one or more customers about the matched offer and customer information; and

one or more instructions for updating the matched offer and customer information based on the feedback.

21. The computer-readable memory device of claim 10, further comprising:

one or more instructions for selecting an offer from a group of offers;

one or more instructions for receiving one or more sales codes associated with the selected offer;

one or more instructions for creating a system situation based on the selected offer and the one or more sales codes; and

one or more instructions for generating the offer information based on the selected offer, the one or more sales codes, and the system situation.

22. The computer-readable memory device of claim 10, further comprising:

one or more instructions for selecting an offer from a group of offers based on the customer information;

one or more instructions for retrieving a system situation associated with the selected offer;

one or more instructions for determining if a customer qualifies for the system situation associated with the selected offer; and

one or more instructions for adding the selected offer to the matched offer and customer information when the customer qualifies for the system situation.

23. The computer-readable memory device of claim 10, further comprising at least one of:

one or more instructions for matching the offer information with the customer information based on a customer profile;

one or more instructions for matching the offer information with the customer information based on a customer churn score;

one or more instructions for matching the offer information with the customer information based on a customer credit history;

one or more instructions for matching the offer information with the customer information based on a customer treatment history;

one or more instructions for matching the offer information with the customer information based on one or more of customer account products;

or

one or more instructions for matching the offer information with the customer information based on market intelligence.

24. The computer-readable memory device of claim 10, further comprising at least one of:

one or more instructions for conveying the matched offer and customer information to the one or more customers via email;

one or more instructions for conveying the matched offer and customer information to the one or more customers via direct mail;

one or more instructions for conveying the matched offer and customer information to the one or more customers via telephone;

or

one or more instructions for conveying the matched offer and customer information to a vendor system for conveying to the one or more customers.

25. A system, comprising:

means for receiving offer information associated with one or more products or services;

means for receiving customer information;

means for matching the offer information with the customer information based on one or more of system defined rules or user defined rules;

means for generating matched offer and customer information based on the matching;

means for providing for display of the matched offer and customer information to a marketer for conveying to one or more customers;

means for conveying the matched offer and customer information to one or more customers.

means for receiving feedback from the one or more customers about the matched offer and customer information; and

means for updating the matched offer and customer information based on the feedback.