CUSTOMER INTERACTION MANAGEMENT BLUEPRINT
First Claim
1. A method of providing a Customer Interaction Management (CIM) process comprising steps of:
- assessing a current position of a customer interaction management in an organization;
analyzing gap between the current position and an expected position of the customer interaction management;
advising a blueprint to cover the gap between the current position and the expected position of the customer interaction management; and
assisting in the implementation of the blueprint to the customer interaction management;
wherein the customer interaction management blueprint cascades customer interaction management decisions using a plurality of layers comprising brand layer business layer, financial-functional layer, operational layer and technology layer.
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Abstract
The various embodiments of the present invention provide a Customer Interaction Management (CIM) blueprint methodology to assess the maturity of contact management in an organization and determine a series of measures in form of business and technology design blueprints to take the contact management to a desired position as per brand and business needs. The method of providing a CIM blueprint process includes assessing the current position of the customer interaction management, analyzing the gaps between the current and ideal states of the customer interaction management, advising a suitable blueprint to cover the gaps and assisting in the implementation of the blueprint to the customer interaction management. The customer interaction management blueprint cascades customer interaction management decisions using a plurality of decision making layers comprising brand layer business layer, financial-functional layer, operational layer and technology layer.
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Citations
16 Claims
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1. A method of providing a Customer Interaction Management (CIM) process comprising steps of:
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assessing a current position of a customer interaction management in an organization; analyzing gap between the current position and an expected position of the customer interaction management; advising a blueprint to cover the gap between the current position and the expected position of the customer interaction management; and assisting in the implementation of the blueprint to the customer interaction management; wherein the customer interaction management blueprint cascades customer interaction management decisions using a plurality of layers comprising brand layer business layer, financial-functional layer, operational layer and technology layer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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Specification