CUSTOMER MANAGEMENT SYSTEM FOR DETERMINING AGGREGATE CUSTOMER VALUE

• US 20170330235A1
• Filed: 02/25/2015
• Published: 11/16/2017
• Est. Priority Date: 02/25/2015
• Status: Active Application

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: PATHAK, Rajneesh, SHARMA, Cauvery, VERMA, Mayank, KANIOURA, Athina, KUMAR, Praveen, GOGOI, Gautam, MANGTANI, Archana, TAMBOLI, Harsiddhi, CHATE, Sneha
• Application Number:
  US15/527,991
• Publication Number:
  US 20170330235A1
• Time in Patent Office: Days
• 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 30/0211 Determining the effectiveness of discounts or incentives
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: G06Q 30/0255 based on user history

Abstract

A device may receive information that identifies a customer and that identifies a start date, a zero date, and an end date. The device may determine a historical customer value associated with the customer during a first time period from the start date to the zero date. The device may determine an existing products value projected to be generated by the customer during a second time period from the zero date to the end date. The device may determine a new products value projected to be generated by the customer during the second time period. The device may determine an aggregate customer value associated with the customer based on the historical customer value, the existing products value, and the new products value. The device may transmit, based on the aggregate customer value, a message that causes an action to be performed to benefit the customer.

Claims

1. A device, comprising:

a memory to store first information that identifies;

financial products held by a customer, and

other financial products; and

one or more processors, coupled to the memory, to;

receive second information that identifies the customer and that identifies a start date, a zero date, and an end date;

calculate, based on the first information, a historical customer value that is an actual profit generated by the customer during a first time period extending from the start date to the zero date;

calculate, based on the first information, an existing products value that is a first projected profit, associated with the financial products held by the customer on the zero date, projected to be generated by the customer during a second time period extending from the zero date to the end date;

calculate, based on the first information, a new products value that identifies a second projected profit, associated with the other financial products that the customer is likely to accept during the second time period, projected to be generated by the customer during the second time period;

calculate an aggregate customer value associated with the customer based on the historical customer value, the existing products value, and the new products value;

identify, based on the aggregate customer value, an action to be performed in connection with the customer; and

transmit, to another device and via a network, an instruction that causes the action to be performed by the other device.

2. The device of claim 1, where the one or more processors are further to:

determine whether the aggregate customer value satisfies a threshold; and

transmit the instruction based on the aggregate customer value satisfying the threshold,

the instruction instructing the other device to provide rewards points to an account associated with the customer.

3. The device of claim 1, where the one or more processors are further to:

determine one or more financial products held by the customer on the zero date;

calculate one or more projected revenue values associated with the one or more financial products,

the one or more projected revenue values being projected for the second time period based on a retention rate and based on a projected growth rate,

the retention rate being a probability of the customer retaining use of a financial product, of the one or more financial products, and being determined based on a past retention rate, associated with the customer, during a past time period,

the projected growth rate being a probable growth of a revenue value, of the one or more projected revenue values, and being determined based on a growth of the revenue value during a past time period;

calculate one or more projected cost values associated with the one or more financial products; and

calculate the existing products value based on the one or more projected revenue values and based on the one or more projected cost values.

4. The device of claim 1, where the one or more processors are further to:

determine one or more financial products that the customer is likely to accept during the second time period;

calculate one or more new revenue values associated with the one or more financial products based on an average of past values of one or more revenue drivers associated with the one or more new revenue values;

calculate one or more new cost values associated with the one or more financial products;

calculate a propensity score, associated with the customer, that identifies a probability that the customer will accept a financial product of the one or more financial products; and

calculate the new products value based on the one or more new revenue values, based on the one or more new cost values, and based on the propensity score.

5. The device of claim 1, where the one or more processors are further to:

combine the historical customer value, the existing products value, and the new products value

to calculate the aggregate customer value.

6. The device of claim 1, where the one or more processors are further to:

receive third information that identifies a customer relationship policy,

the customer relationship policy identifying the action and a threshold;

determine whether the aggregate customer value satisfies the threshold; and

transmit the instruction that causes the action to be performed based on the aggregate customer value satisfying the threshold.

7. The device of claim 1,

where the zero date is a date on which the aggregate customer value is being calculated;

where the start date marks a beginning of a third time period,

the third time period being a time period for which the aggregate customer value is to be calculated; and

where the end date marks an end of the third time period.

8. A computer-readable medium storing instructions, the instructions comprising:

one or more instructions that, when executed by one or more processors of a device, cause the one or more processors to;

store first information that identifies;

financial products held by a customer, and

other financial products;

receive second information that identifies the customer and that identifies a start date, a zero date, and an end date;

calculate, based on the first information, a historical customer value that is an actual profit generated by the customer during a first time period extending from the start date to the zero date;

calculate, based on the first information, an existing products value that is a first projected profit, associated with the financial products held by the customer on the zero date, projected to be generated by the customer during a second time period extending from the zero date to the end date;

calculate, based on the first information, a new products value that identifies a second projected profit, associated with the other financial products that the customer is likely to accept during the second time period, projected to be generated by the customer during the second time period;

calculate an aggregate customer value associated with the customer by combining the historical customer value, the existing products value, and the new products value;

identify, based on the aggregate customer value, an action to be performed in connection with the customer; and

selectively provide, to another device and via a network, an instruction to cause the action to be performed by the other device.

9. The computer-readable medium of claim 8, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors cause the one or more processors to;

determine whether the aggregate customer value satisfies a threshold; and

selectively provide the instruction to the other device based on whether the aggregate customer value satisfies the threshold,

the action including providing priority access, to customer service, to the customer.

10. The computer-readable medium of claim 8, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

determine a discount factor associated with a time period included in the second time period; and

calculate the existing products value based on the discount factor.

11. The computer-readable medium of claim 8, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

determine a discount factor associated with a time period included in the second time period; and

calculate the new products value based on the discount factor.

12. The computer-readable medium of claim 8, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

determine a tax rate associated with a time period included in the first time period; and

calculate the historical customer value based on the tax rate.

13. The computer-readable medium of claim 8, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

receive third information that identifies a customer relationship policy,

the customer relationship policy identifying the action and a threshold;

determine whether the aggregate customer value satisfies the threshold; and

selectively provide the instruction based on whether the aggregate customer value satisfies the threshold.

14. The computer-readable medium of claim 8, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

determine one or more historical financial products held by the customer during the first period;

calculate one or more historical revenue values associated with the one or more historical financial products and associated with the first period;

calculate one or more historical cost values associated with the one or more historical financial products and associated with the first period,

the one or more historical cost values including operating expenses; and

calculate, based on the one or more historical revenue values and the one or more historical cost values, the historical customer value.

15. A method, comprising:

storing, by a device, first information that identifies;

financial products held by a customer, and

other financial products;

receiving, by the device, second information that identifies the customer and that identifies a start date, a zero date, and an end date;

calculating, by the device and based on the first information, a historical customer value that is an actual profit generated by the customer during a first time period extending from the start date to the zero date;

calculating, by the device and based on the first information, an existing products value that is a first projected profit, associated with the financial products held by the customer on the zero date, projected to be generated by the customer during a second time period extending from the zero date to the end date;

calculating, by the device and based on the first information, a new products value that identifies a second projected profit, associated with financial products that the customer is likely to accept during the second time period, projected to be generated by the customer during the second time period;

calculating, by the device, an aggregate customer value associated with the customer based on the historical customer value, the existing products value, and the new products value;

identifying, by the device and based on the aggregate customer value, an action to be performed in connection with the customer; and

transmitting, by the device and to another device, via a network, an instruction to cause an action to be performed by the other device.

16. The method of claim 15, further comprising:

determining one or more financial products held by the customer on the zero date;

calculating one or more projected revenue values associated with the one or more financial products,

the one or more projected revenue values being projected for the second time period based on a retention rate and based on a projected growth rate,

the retention rate being a probability of the customer retaining use of a financial product, of the one or more financial products, and being determined based on a past retention rate, associated with the customer, during a past time period,

the projected growth rate being a probable growth of a revenue value, of the one or more projected revenue values, and being determined based on a growth of the revenue value during a past time period;

calculating one or more projected cost values associated with the one or more financial products; and

calculating the existing products value based on the one or more projected revenue values and based on the one or more projected cost values.

17. The method of claim 15, further comprising:

determining one or more financial products that the customer is likely to accept during the second time period;

calculating one or more new revenue values associated with the one or more financial products based on an average of past values of one or more revenue drivers associated with the one or more new revenue values;

calculating one or more new cost values associated with the one or more financial products;

calculating a propensity score, associated with the customer, that identifies a probability that the customer will accept a financial product of the one or more financial products; and

calculating the new products value based on the one or more new revenue values, based on the one or more new cost values, and based on the propensity score.

18. The method of claim 15, further comprising:

identifying a frequency with which the customer uses a particular medium of communication to interact with an entity that provides the first information; and

calculating the historical customer value based on the frequency.

19. The method of claim 15, further comprising:

combining the historical customer value, the existing products value, and the new products value

to calculate the aggregate customer value.

20. The method of claim 15, further comprising:

determining whether the aggregate customer value satisfies a threshold; and

transmitting the instruction based on the aggregate customer value satisfying the threshold,

the instruction instructing the other device to provide a promotional e-mail to the customer.