METHOD AND SYSTEM FOR PROVIDING A REVIEW FROM A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

• US 20130218884A1
• Filed: 10/01/2012
• Published: 08/22/2013
• Est. Priority Date: 02/21/2012
• Status: Abandoned Application

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: McConnell, Jager, Peter, Ciara
• Application Number:
  US13/632,476
• Publication Number:
  US 20130218884A1
• Time in Patent Office: Days
• US Class Current: 707/728
• CPC Class Codes: G06F 16/337 Profile generation, learning or modification
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques

Abstract

A method for providing a review from a customer relationship management (CRM) system is disclosed. The method includes receiving a message including a request for a review relevant to a viewer from a requesting user system associated with a first user, where the message also includes information identifying a review subject and readily available information related to the viewer. Reviews related to the review subject and managed by a CRM system are identified and a relevance score is determined for each of the records based on relevance factors relating to the viewer and to data managed by the CRM system, and social media influence factors relating to social media content from a social networking entity. Recommended reviews are selected based on the relevance scores of the reviews, and information identifying the recommended reviews is included in a response message that is transmitted to the requesting user system.

Claims

1. A method for providing a review to a user system from a customer relationship management system, the method comprising:

receiving a message from a requesting user system associated with a first user, the message including a request for a review relevant to a viewer affiliated with an enterprise, wherein the message also includes information identifying a review subject and readily available information related to the viewer;

identifying a plurality of reviews related to the review subject wherein each review is provided by a reviewer and each review is managed by a customer relationship management (CRM) system;

determining a relevance score for each of the plurality of reviews, wherein the relevance score is based on a plurality of relevance factors relating to the viewer and to data managed by the CRM system, and on a plurality of social media influence factors relating to social media content from at least one social networking entity;

selecting at least one recommended review from the plurality of reviews based on the relevance score of the at least one recommended review; and

transmitting a response message to the requesting user system, the response message including information identifying the at least one recommended review.

2. The method of claim 1 wherein receiving the message from the requesting user system comprises receiving the message over a network, wherein the network is at least one of a public and a private network, and wherein the CRM system includes a multi-tenant on-demand database system.

3. The method of claim 1 wherein the readily available information related to the viewer includes at least one of information identifying the viewer and information identifying the viewer'"'"'s enterprise, and wherein the review is related to the reviewer'"'"'s opinion of the review subject.

4. The method of claim 3 wherein the plurality of relevance factors is directed to at least one of a type of relationship between the viewer and the reviewer, a frequency with which the viewer has interactions with the reviewer, a number of common attributes between the viewer and the reviewer, a type of relationship between the enterprise affiliated with the viewer and an enterprise associated with the reviewer, a frequency with which the viewer'"'"'s enterprise has interactions with the reviewer'"'"'s enterprise, a number of common attributes between the viewer'"'"'s enterprise and the reviewer'"'"'s enterprise, and a temporal proximity of a creation of the review.

5. The method of claim 1 further comprising receiving at least one of social networking data and social media objects from at least one social networking entity, the social networking data relating to at least one of the viewer, a review managed by the CRM system and a reviewer of the review, wherein the social networking data includes at least one of a number of times the review was accessed, information identifying at least one entity that has accessed the review, information identifying at least one entity followed by the viewer, and information identifying at least one entity following the reviewer, and wherein the plurality of social media influence factors is directed to at least one of the number of times the review was accessed, a status/attribute of an entity that accessed the review, a number of reactions and comments relating to the review, and a sentiment of reactions and comments relating to the review.

6. The method of claim 1 wherein the first user is the viewer and the requesting user system is associated with the viewer, and wherein the message also includes real-time user-specific information associated with the viewer and collected by and stored on the requesting user system.

7. The method of claim 6 wherein the real-time user-specific information includes interaction information comprising contact information associated with at least one of the viewer'"'"'s contacts and information relating to at least one of the viewer'"'"'s business and personal interactions with the viewer'"'"'s contacts, wherein the viewer'"'"'s interactions include at least one of messages posted to, sent to and received from the viewer'"'"'s contacts;

telephone calls made to and received from the viewer'"'"'s contacts; and

notifications associated with the viewer'"'"'s contacts received from a social networking entity.

8. The method of claim 7 wherein at least one of the plurality of relevance factors is directed to at least one of a type of relationship between the viewer and the reviewer, a frequency with which the viewer has interactions with the reviewer, a number of common attributes between the viewer and the reviewer, a frequency with which the viewer'"'"'s enterprise has interactions with an enterprise associated with the reviewer, a number of common attributes between the viewer'"'"'s enterprise and the reviewer'"'"'s enterprise, a temporal proximity of a creation of the review, and a number of common contacts between the viewer and the reviewer.

9. The method of claim 6 wherein the requesting user system is a Global Positioning System (GPS)-enabled handheld mobile device and the real-time user-specific information includes geo-location information associated with the requesting user system, and wherein determining the relevance score for a review is based on at least a geo-location of the viewer and the proximity of at least one of the reviewer and an enterprise affiliated with the reviewer.

10. The method of claim 1 wherein determining the relevance score for a review comprises:

determining for each of the plurality of relevance factors a first set of raw scores based on data managed by the CRM system;

determining for each of the plurality of social media influence factors a second set of raw scores based on social media content from at least one social networking entity, the social media content relating to at least one of the viewer, the review managed by the CRM system, and a reviewer of the review; and

accumulating the first set of raw scores of each relevance factor and the second set of raw scores of each social media influence factor to generate a sum of the raw scores, wherein the relevance score for the record is the sum of the raw scores.

11. The method of claim 1 further comprising weighting each of the plurality of relevance factors and each of the plurality of social media influence factors by a weighting factor to reflect each relevance factor'"'"'s importance relative to other relevance factors and each influence factor'"'"'s importance relative to other influence factors.

12. The method of claim 11, wherein the weighting factor of each of the plurality of relevance factors and each of the plurality of influence factors is determined by at least one of the first user, the viewer, and an administrator.

13. The method of claim 11 wherein determining the relevance score for a review comprises:

determining for each of the plurality of relevance factors a first raw score based on data managed by the CRM system;

multiplying the first raw score by the weighting factor of the relevance factor to generate a first weighted raw score;

determining for each of the plurality of social media influence factors a second raw score based on social media content from at least one social networking entity, the social media content relating to at least one of the viewer, the review managed by the CRM system, and a reviewer of the review;

multiplying the second raw score by the weighting factor of the influence factor to generate a second weighted raw score; and

accumulating the first and second weighted raw scores to generate a sum of the weighted raw scores, wherein the relevance score for the accessible record is the sum of the weighted raw scores.

14. The method of claim 1 further comprising:

generating a ranked list comprising information identifying the at least one recommended review, wherein ranking of the identifying information is based on the relevance score of the at least one recommended review; and

including the ranked list in the response message transmitted to the requesting user system.

15. The method of claim 1 wherein a first review is of a first review type and a second review is of a second review type and wherein determining the relevance score for the first review and the second review comprises:

identifying, for the first review type, a first subset of relevance factors of the plurality of relevance factors and a first subset of social media influence factors of the plurality of social media influence factors;

identifying, for the second review type, a second subset of relevance factors of the plurality of relevance factors and a second subset of social media influence factors of the plurality of social media influence factors;

determining a first raw score for each of the relevance factors in the first subset of relevance factors and for each of the social media influence factors in the first subset of social media influence factors for the first review;

determining a second raw score for each of the relevance factors in the second subset of relevance factors and for each of the social media influence factors in the second subset of social media influence factors for the second review;

accumulating the first raw scores to generate a first sum of the raw scores, wherein the relevance score for the first review is the first sum of the raw scores; and

accumulating the second raw scores to generate a second sum of the raw scores, wherein the relevance score for the second review is the second sum of the raw scores.

16. The method of claim 15 wherein when the first and second reviews are selected as recommended records, the method further comprises:

generating, by the server, a first ranked list corresponding to the first review type and comprising information identifying at least one recommended review of the first review type including the first review, wherein ranking of the identifying information is based on the relevance score of the at least one recommended review of the first review type;

generating, by the server, a second ranked list corresponding to the second review type and comprising information identifying at least one recommended review of the second review type including the second review; and

including the first ranked list corresponding to the first review type and the second ranked list corresponding to the second review type in the response message transmitted to the requesting user system.

18. The method of claim 1 wherein selecting a recommended review from the plurality of reviews includes identifying a review having a relevance score that exceeds a predetermined relevancy threshold value, wherein the relevancy threshold is at least one of a default value and a value defined by at least one of an administrator of the CRM system, the viewer, and the first user.

17. The method of 16 wherein when the first review type is based on a reviewer and the second review type is based on an enterprise affiliated with the reviewer, the first ranked list comprises information identifying at least one reviewer, and the second ranked list comprises information identifying at least one enterprise related to at least one of the viewer and the viewer'"'"'s enterprise.

19. A computer program product comprising a non-transitory machine-readable medium carrying one or more sequences of instructions for providing a review to a user system from a customer relationship management system, which instructions, when executed by one or more processors, cause the one or more processors to carry out the steps of:

receiving a message from a requesting user system associated with a first user, the message including a request for a review relevant to a viewer affiliated with an enterprise, wherein the message also includes information identifying a review subject and readily available information related to the viewer;

identifying a plurality of reviews related to the review subject wherein each review is provided by a reviewer and each review is managed by a customer relationship management (CRM) system;

determining a relevance score for each of the plurality of reviews, wherein the relevance score is based on a plurality of relevance factors relating to the viewer and to data managed by the CRM system, and on a plurality of social media influence factors relating to social media content from at least one social networking entity;

selecting at least one recommended review from the plurality of reviews based on the relevance score of the at least one recommended review; and

transmitting a response message to the requesting user system, the response message including information identifying the at least one recommended review.

20. An apparatus for providing a review to a user system from a customer relationship management system, the apparatus comprising:

a processor; and

one or more stored sequences of instructions which, when executed by the processor, cause the processor to carry out the steps of;

receiving a message from a requesting user system associated with a first user, the message including a request for a review relevant to a viewer affiliated with an enterprise, wherein the message also includes information identifying a review subject and readily available information related to the viewer;

identifying a plurality of reviews related to the review subject wherein each review is provided by a reviewer and each review is managed by a customer relationship management (CRM) system;

determining a relevance score for each of the plurality of reviews, wherein the relevance score is based on a plurality of relevance factors relating to the viewer and to data managed by the CRM system, and on a plurality of social media influence factors relating to social media content from at least one social networking entity;

selecting at least one recommended review from the plurality of reviews based on the relevance score of the at least one recommended review; and

transmitting a response message to the requesting user system, the response message including information identifying the at least one recommended review.