SYSTEMS AND METHODS FOR COMPREHENSIVE CONSUMER RELATIONSHIP MANAGEMENT

• US 20100082384A1
• Filed: 10/01/2008
• Published: 04/01/2010
• Est. Priority Date: 10/01/2008
• Status: Abandoned Application

• Current Assignee: Liberty Peak Ventures, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: American Express Travel Related Services Company, Inc. (American Express Company)
• Inventors: DELGADO, RICHARD A., PEREZ, PEDRO, VERUTES, TOM, INGRAM, JENNIFER S., LAWRENCE, KEVIN, SCHOCHET, RANDI, COHEN, MICHAEL, COOK, JANE, KIERNAN, MARK, BOHRER, ZANE
• Application Number:
  US12/243,660
• Publication Number:
  US 20100082384A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 30/01 Customer relationship services
• 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 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof

Abstract

A comprehensive consumer relationship management system is disclosed. The comprehensive consumer relationship management system includes dispute resolution, customized data modeling, advertising assistance, and secure communications. By providing value added features, the comprehensive consumer relationship management system may strengthen consumer relationships by, for example, creating detailed data analysis to aid in making business decisions and facilitating secure communications among diverse consumers.

Claims

1. A system for comprehensive consumer relationship management comprising:

a host computer coupled to a network;

a business metric calculating utility in communication with said host computer, said business metric calculating utility configured to receive a request for a business metric and calculate said business metric based upon at least one of;

public data and private data in accordance with said request, wherein said business metric calculating utility is coupled to a publicly available data store and a private data store; and

,

an extranet in communication with said host computer, said extranet configured to allow communication among a group of consumers, wherein said extranet is configured to allow access only to authorized users.

2. The system of claim 1, further comprising a virtual advertising agent configured to at least one of simulate a retail location and provide advertising placement advice.

3. The system of claim 2, further comprising a consumer feedback utility configured to aggregate public opinion data.

4. The system of claim 3, further comprising a sample business metric calculating utility configured to provide a sample business metric based upon at least one of said public data and said private data.

5. The system of claim 4, further comprising a virtual lobby configured to allow access to at least one of said extranet, said business metric calculating utility, said virtual advertising agent, said consumer feedback utility, and said sample business metric calculating utility.

6. The system of claim 1, wherein said system is remotely accessible.

7. The system of claim 5, wherein said system is remotely accessible.

8. The system of claim 1, wherein said business metric calculating utility is configured to calculate consumer spending capacity.

9. The system of claim 1, wherein said business metric calculating utility is configured to calculate consumer spending capacity by using the following steps:

receiving credit bureau data comprising a plurality of accounts of a consumer over a previous period of time;

identifying any balance transfers into at least one of the plurality of accounts based upon said credit bureau data;

discounting any spending identified for any of the plurality of accounts for any portion of the previous period of time in which a balance transfer to such account is identified;

estimating a purchasing ability of said consumer based on the credit bureau data and said discounting; and

repeating said receiving, said identifying, said discounting and said estimating for at least one additional consumer.

10. The system of claim 1, wherein said request is received from at least one of said consumer, a customer and a merchant.

11. The system of claim 1, wherein said consumer is at least one of a merchant and a customer.

12. The system of claim 1, further comprising a dispute resolution system.

13. The system of claim 12, further comprising a computer implemented system for facilitating the input of information into a form comprising at least one of an Issuer dispute resolution form and an Acquirer dispute resolution form, to streamline a resolution of a financial dispute relating to a transaction card transaction, the system comprising:

a purchase transaction between a cardmember and said consumer using a transaction account issued to said consumer by an Issuer, wherein said consumer is a merchant;

notice by said cardmember to said Issuer that said cardmember disputes said purchase transaction; and

a user, wherein said user has an Issuer access right initiating, in response to said notice from said cardmember, a predetermined resolution protocol, wherein the purpose of said protocol is to resolve an ensuing dispute between said Issuer and an Acquirer with respect to a backend processing transaction associated with said purchase transaction, and further wherein said backend transaction involves said Acquirer collecting money from said cardmember and coordinating payment to said consumer for said purchase transaction in accordance with a preexisting backend processing agreement between said Issuer and said Acquirer.

14. The system of claim 11, wherein said resolution protocol comprises the steps of:

selecting, by said user having said Issuer access right, said Issuer dispute resolution form, a first form, wherein said Issuer dispute resolution form is independent of a type of said financial dispute, and said Issuer dispute resolution form is available to users with an Issuer access right;

inputting into said first form, by said user having said Issuer access right, information relating to said disputed purchase transaction to thereby generate from said first form a first Issuer form;

electronically transmitting said first Issuer form from said user having said Issuer access right to a user having an Acquirer access right;

successively selecting additional ones of said form, by said user having said Issuer access right and said user having said Acquirer access right, respectively, to thereby generate additional Issuer forms and Acquirer forms;

electronically exchanging said additional Issuer forms and Acquirer forms in accordance with said resolution protocol; and

resolving said backend transaction dispute between said Issuer and said Acquirer using said additional Issuer forms and said Acquirer forms, in accordance with said resolution protocol.

15. A system for calculating a business metric comprising:

a host computer component coupled to a network, a publicly available data store and a private data store;

a business metric calculating utility configured to receive a request for a business metric and calculate said business metric based upon at least one of;

publicly available data and private data in accordance with a request; and

wherein said business metric calculating utility is coupled to a publicly available data store and a private data store.

16. The system of claim 15, wherein said request is received from at least one of a consumer, a customer and a merchant.

17. The system of claim 15, wherein said user request comprises a request for consumer spending capacity.

18. The system of claim 17, wherein said host computer component is configured to calculate said business metric by the method comprising:

receiving credit bureau data comprising a plurality of accounts of a consumer over a previous period of time;

identifying any balance transfers into at least one of the plurality of accounts based upon said credit bureau data;

discounting any spending identified for any of the plurality of accounts for any portion of the previous period of time in which a balance transfer to such account is identified;

estimating a purchasing ability of said consumer based on said credit bureau data and said discounting; and

repeating said receiving, said identifying, said discounting and said estimating for at least one additional consumer.

19. A method of comprehensive consumer relationship management comprising:

receiving a request to access an extranet;

authenticating said request;

granting access to said extranet;

receiving a request for a business metric;

calculating said business metric in accordance with said request based upon public data and private data;

wherein said public data and said private data is obtained from a publicly available data store and a private data store; and

wherein said extranet is configured to allow communication among a group of consumers.

20. The method of claim 19, further comprising a method, implemented on a computer network, for facilitating the input of information into a form comprising at least one of an Issuer dispute resolution form and an Acquirer dispute resolution form, to streamline a resolution of a financial dispute relating to a transaction card transaction, the method comprising the steps of:

performing a purchase transaction between a cardmember and a consumer using a transaction account issued to said cardmember by an Issuer, wherein said consumer is a merchant;

thereafter providing notice by said cardmember to said Issuer that said cardmember disputes said purchase transaction; and

providing a user, wherein said user has an Issuer access right initiating, in response to said notice from said cardmember, a predetermined resolution protocol, wherein the purpose of said protocol is to resolve an ensuing dispute between said Issuer and an Acquirer with respect to a backend processing transaction associated with said purchase transaction, and further wherein said backend transaction involves said Acquirer collecting money from said cardmember and coordinating payment to said consumer for said purchase transaction in accordance with a preexisting backend processing agreement between said Issuer and said Acquirer.

21. The method of claim 20, wherein said resolution protocol comprises the steps of:

selecting, by said user having said Issuer access right, said Issuer dispute resolution form, a first form, wherein said Issuer dispute resolution form is independent of a type of said financial dispute, and said Issuer dispute resolution form is available to users with an Issuer access right;

inputting into said first form, by said user having said Issuer access right, information relating to said disputed purchase transaction to thereby generate from said first form a first Issuer form;

electronically transmitting said first Issuer form from said user having said Issuer access right to a user having an Acquirer access right;

successively selecting additional ones of said form, by said user having said Issuer access right and said user having said Acquirer access right, respectively, to thereby generate additional Issuer forms and Acquirer forms;

electronically exchanging said additional Issuer forms and Acquirer forms in accordance with said resolution protocol; and

resolving said backend transaction dispute between said Issuer and said Acquirer using said additional Issuer forms and said Acquirer forms, in accordance with said resolution protocol.

22. A method of using comprehensive consumer relationship management comprising:

sending a request to access an extranet, wherein said request contains authenticating data;

obtaining access to said extranet;

sending a request for a business metric;

receiving said business metric in accordance with said request, wherein said business metric is

calculated based upon public data and private data;

wherein said public data and said private data is obtained from a publicly available data store and a private data store; and

wherein said extranet is configured to allow communication among a group of consumers.