APPARATUS AND METHOD FOR ENHANCED CLIENT COMMUNICATION
First Claim
1. An apparatus comprising:
- at least one processor;
at least one memory coupled to the at least one processor;
at least one database residing in the at least one memory; and
a CRM mechanism residing in the memory, the CRM mechanism comprisinga program control mechanism for creating, invoking, editing, and managing a plurality of automated client communications;
a graphics mechanism for selecting, approving, and including various graphical images in the plurality of automated client communications;
a communications compliance mechanism for programmatically interfacing with the database to ensure that all intended recipients are approved to receive the plurality of automated client communications;
a cross-selling mechanism, the cross-selling mechanism providing for the inclusion of third party products and services to be offered in conjunction with the plurality of automated client communications;
a mail reply mechanism, the mail reply mechanism providing at least one of a pre-selected email address or pre-selected physical address for communication made in response to the plurality of automated client communications, wherein the pre-selected email address or the pre-selected physical address cannot be changed except by a supervisor;
a user and role management mechanism the user and role management mechanism defining a set of permissions for a plurality of users, the permissions for the plurality of users controlling access to the plurality of automated client communications by the plurality of users;
a data management mechanism used to import and export data to and from the database to be accessed by the CRM mechanism; and
a marketing mechanism, the marketing mechanism providing for the creation of a plurality of centralized marketing strategies, the plurality of centralized marketing strategies being organize into user-defined categories in a plurality of catalogs.
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Accused Products
Abstract
The most preferred embodiments of the present invention comprise a system and a method for managing and implementing customer/client retention-related communication activities with a high degree of flexibility and customization, making the present invention particularly well-suited for use in disparate business environments, as well as government and non-profit environments. Deployed over the Internet, the present invention provides a mechanism for multi-tiered organizations to control and manage the types of communications used by company personnel for customer contact, including marketing and similar campaigns for cross-selling, as well as customer loyalty and retention purposes. The most preferred embodiments of the present invention are designed to automate communications and interactions between various industry organizations/sales agents and their customers and/or prospects, including in-process contacts with customers and partners, while also offering data analytics, flexible reporting, custom marketing campaigns/activities, relationship building tools, communication effectiveness reporting and enhanced levels of management control and oversight.
9 Citations
19 Claims
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1. An apparatus comprising:
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at least one processor; at least one memory coupled to the at least one processor; at least one database residing in the at least one memory; and a CRM mechanism residing in the memory, the CRM mechanism comprising a program control mechanism for creating, invoking, editing, and managing a plurality of automated client communications; a graphics mechanism for selecting, approving, and including various graphical images in the plurality of automated client communications; a communications compliance mechanism for programmatically interfacing with the database to ensure that all intended recipients are approved to receive the plurality of automated client communications; a cross-selling mechanism, the cross-selling mechanism providing for the inclusion of third party products and services to be offered in conjunction with the plurality of automated client communications; a mail reply mechanism, the mail reply mechanism providing at least one of a pre-selected email address or pre-selected physical address for communication made in response to the plurality of automated client communications, wherein the pre-selected email address or the pre-selected physical address cannot be changed except by a supervisor; a user and role management mechanism the user and role management mechanism defining a set of permissions for a plurality of users, the permissions for the plurality of users controlling access to the plurality of automated client communications by the plurality of users; a data management mechanism used to import and export data to and from the database to be accessed by the CRM mechanism; and a marketing mechanism, the marketing mechanism providing for the creation of a plurality of centralized marketing strategies, the plurality of centralized marketing strategies being organize into user-defined categories in a plurality of catalogs. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer-implemented method, the method comprising the steps of:
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creating an activity program via a CRM mechanism, the CRM mechanism residing in a computer memory and being executed by at least one processor, the CRM mechanism comprising; a program control mechanism for creating, invoking, editing, and managing a plurality of automated client communications; a graphics mechanism for selecting, approving, and embedding various graphical images in the plurality of automated client communications; a communications compliance mechanism for programmatically interfacing with the database to ensure that all intended recipients are approved to receive the plurality of automated client communications; a cross-selling mechanism, the cross-selling mechanism providing for the inclusion of third party products and services to be offered in conjunction with the plurality of automated client communications; a mail reply mechanism, the mail reply mechanism providing at least one of a pre-selected email address or pre-selected physical address for communication made in response to the plurality of automated client communications, wherein the pre-selected email address or the pre-selected physical address cannot be changed except by a supervisor; a user and role management mechanism the user and role management mechanism defining a set of permissions for a plurality of users, the permissions for the plurality of users controlling access to the plurality of automated client communications by the plurality of users; a data management mechanism used to import and export data to and from the database to be accessed by the CRM mechanism; a marketing mechanism, the marketing mechanism providing for the creation of a plurality of centralized marketing strategies, the plurality of centralized marketing strategies being organize into user-defined categories in a plurality of catalogs; and transmitting the plurality of automated client communications. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A non-transitory computer-readable medium encoded with a computer program for managing communications with at least one contact and, when executed by a computer, creates an activity program via a CRM mechanism, the CRM mechanism comprising:
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a program control mechanism for creating, invoking, editing, and managing a plurality of automated client communications; a graphics mechanism for selecting, approving, and embedding various graphical images in the plurality of automated client communications; a communications compliance mechanism for programmatically interfacing with the database to ensure that all intended recipients are approved to receive the plurality of automated client communications; a cross-selling mechanism, the cross-selling mechanism providing for the inclusion of third party products and services to be offered in conjunction with the plurality of automated client communications; a mail reply mechanism, the mail reply mechanism providing at least one of a pre-selected email address or pre-selected physical address for communication made in response to the plurality of automated client communications, wherein the pre-selected email address or the pre-selected physical address cannot be changed except by a supervisor; a user and role management mechanism the user and role management mechanism defining a set of permissions for a plurality of users, the permissions for the plurality of users controlling access to the plurality of automated client communications by the plurality of users; a data management mechanism used to import and export data to and from the database to be accessed by the CRM mechanism; a marketing mechanism, the marketing mechanism providing for the creation of a plurality of centralized marketing strategies, the plurality of centralized marketing strategies being organize into user-defined categories in a plurality of catalogs; and wherein the CRM mechanism is configured to display or transmit the at least one communication to the at least one contact via a printed message, an email, or a gift that is shipped to the at least one contact. - View Dependent Claims (17, 18, 19)
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Specification