UPDATING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS THROUGH SALES PLAYBOOK ACTIVITIES

• US 20130297368A1
• Filed: 05/02/2012
• Published: 11/07/2013
• Est. Priority Date: 05/02/2012
• Status: Abandoned Application

• Current Assignee: Upland Software, Inc.
• Original Assignee: Qvidian
• Inventors: Meyer, Karen P., Lavers, Michelle L., Walling, Mark A., Kantsevich, Eduard M., Steffens, Leo P., Gedaminski, John S.
• Application Number:
  US13/462,504
• Publication Number:
  US 20130297368A1
• Time in Patent Office: Days
• US Class Current: 705/7.26
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/01 Customer relationship services

Abstract

As plays, stages and other playbook elements are processed or completed in the sales playbook, fields of the customer relationship management system are updated by the playbook system according to predefined update rules. Thus, updating of the customer relationship management system is no longer done separately and manually from activities driven by the sales playbook, and the consistency of data in the two systems is improved. In turn, because the sales playbook is driven by data in the customer relationship management system, activity in the sales playbook can dynamically drive further actions in the sales playbook.

Claims

1. A computerized sales playbook system comprising:

computer readable storage in which one or more sales playbooks are stored, a sales playbook comprising a plurality of playbook elements, wherein one or more of the playbook elements has an associated update rule indicating data in a customer relationship management system to be updated when the playbook element is completed;

a playbook execution engine having an input for receiving a sales playbook from the computer readable storage and having an output that presents playbook elements from the sales playbook to a user, the playbook execution engine being configured to receive input indicative of a playbook element being completed;

wherein the playbook execution engine is configured to instruct the customer relationship management system, in response to the playbook element being completed, to update the data in the customer relationship management system in accordance with the update rule associated with the completed playbook element.

2. The computerized sales playbook system of claim 1, wherein the playbook execution engine has an interface for communicating with the customer relationship management system, and the playbook execution engine is configured to send the update using the interface.

3. The computerized sales playbook system of claim 2, wherein the interface sends a command to the customer relationship management system including one or more fields to be updated and a value for each update.

4. The computerized sales playbook system of claim 3, wherein at least one of the fields to be updated is present in a display rule associated with a playbook element in a playbook, the display rule determining when to present the playbook element to the user.

5. The computerized sales playbook system of claim 1, wherein the customer relationship management system has an application programming interface allowing the playbook execution engine to request information from the customer relationship management system describing available fields.

11. The computerized sales playbook system of claim 1, further comprising:

playbook manager providing an interface for a user to associate an update rule with a playbook element in a sales playbook.

12. The computerized sales playbook system of claim 11, wherein the customer relationship management system has an application programming interface allowing the playbook manager to request information from the customer relationship management system describing available fields for storing data in the customer relationship management system.

13. The computerized sales playbook system of claim 12, wherein the playbook manager provides an interface for the user to select from among the available fields of the customer relationship management system for use in the update rule.

6. A computer program product comprising:

computer readable storage;

computer program instructions stored on the computer readable storage that, when read from the storage and processed by a computer, instruct the computer to be configured as a computerized sales playbook system, comprising;

a sales playbook access module for accessing computer storage in which one or more sales playbooks are stored, a sales playbook comprising a plurality of playbook elements, wherein one or more of the playbook elements has an associated update rule;

a playbook execution engine having an input for receiving a sales playbook from the computer readable storage and having an output that presents playbook elements from the sales playbook to a user, the playbook execution engine being configured to receive input indicative of a playbook element being completed; and

wherein the playbook execution engine is configured to send an update to a customer relationship management system, in response to the playbook element being completed, in accordance with the update rule associated with the completed playbook element.

7. The computer program product of claim 6, wherein the playbook execution engine has an interface for communicating with the customer relationship management system, and the playbook execution engine is configured to send the update using the interface.

8. The computer program product of claim 7, wherein the interface sends a command to the customer relationship management system including one or more fields to be updated and a value for each update.

9. The computer program product of claim 8, wherein at least one of the fields to be updated is present in a display rule associated with a playbook element in a playbook, the display rule determining when to present the playbook element to the user.

10. The computer program product of claim 6, wherein the customer relationship management system has an application programming interface allowing the playbook execution engine to request information from the customer relationship management system describing available fields.

14. The computer program product of claim 6, further comprising:

playbook manager providing an interface for a user to associate an update rule with a playbook element in a sales playbook.

15. The computer program product of claim 14, wherein the customer relationship management system has an application programming interface allowing the playbook manager to request information from the customer relationship management system describing available fields for storing data in the customer relationship management system.

16. The computer program product of claim 15, wherein the playbook manager provides an interface for the user to select from among the available fields of the customer relationship management system for use in the update rule.

17. A computer implemented process comprising:

accessing, using a playbook execution engine, computer readable storage in which one or more sales playbooks are stored, a sales playbook comprising a plurality of playbook elements, wherein one or more of the playbook elements has an associated update rule indicating data in a customer relationship management system to be updated when the playbook element is completed;

the playbook execution engine receiving a sales playbook from the computer readable storage;

the playbook execution engine displaying playbook elements from the sales playbook to a user;

the playbook execution engine receiving input indicative a playbook element being completed;

the playbook execution engine instructing a customer relationship management system, in response to the playbook element being completed, to update the data in the customer relationship management system in accordance with the update rule associated with the completed playbook element.

18. The computer implemented process of claim 17, wherein the playbook execution engine has an interface for communicating with the customer relationship management system, wherein the playbook execution engine instructs the customer relationship management system by sending an update using the interface.

19. The computer implemented process of claim 18, wherein the update send to the customer relationship management system includes one or more fields to be updated and a value for each update.

20. The computer implemented process of claim 19, wherein at least one of the fields to be updated is present in a display rule associated with a playbook element in a playbook, the display rule determining when to present the playbook element to the user.