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Customer relationship management system and operation method thereof

  • US 6,981,000 B2
  • Filed: 06/29/2001
  • Issued: 12/27/2005
  • Est. Priority Date: 06/30/2000
  • Status: Expired due to Fees
First Claim
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1. A customer relationship management system comprising:

  • a server configured to collect request information concerning a customer request, to collect customer sensitivity information concerning a sensitivity of the customer, and to provide at least one behavioral pattern example to a responding person on how to interact with the customer based on the collected customer sensitivity information,a display configured to display customer attitude categories including a positive attitude category, a negative attitude category and an expected attitude category with a plurality of codes for each category such that the responding person need only select a respective code based on the collected customer sensitivity information,wherein the display displays for each selected code the at least one behavioral pattern example, which includes specific language to be used by the responding person when responding to the customer.

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