Methods and systems for customer lifecycle definition and categorization

• US 7,152,039 B1
• Filed: 06/29/2000
• Issued: 12/19/2006
• Est. Priority Date: 06/29/2000
• Status: Expired due to Term

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Sang, Lee, Cheng, Chingwei Peter
• Primary Examiner(s): TARAE, CATHERINE MICHELLE
• Application Number:
  US09/607,914
• Time in Patent Office: 2,364 Days
• Field of Search: 705/10, 705/8, 705/9, 705/14, 705/26
• US Class Current: 705/7.34
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0205 Location or geographical consideration
• CPC Class Codes: G06Q 50/00 Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism healthcare informatics G16H

Abstract

A computer-implemented method of categorizing a customer includes steps of selecting a measure on which the status of the customer is to be analyzed, selecting a calculation period and selecting a comparison method. A lifecycle factor may then be computed, the lifecycle factor being related to both the size and the growth of the customer according to the selected measure. Both the size and growth are determined over two selected calculation periods using the selected comparison method. Selected customers may then be categorized into one of a plurality of lifecycle stages by evaluating a plurality of categorization criteria, at least one of the plurality of categorization criteria including the computed lifecycle factor. For example, the lifecycle stages may include the stages of New, Growing, Stable, Declining, Defected and/or Insignificant. The lifecycle factor may be computed by determining the absolute value of a difference of the selected measure and by multiplying the determined absolute value with a percentage measure growth of the selected measure, both the difference and the percentage measure growth being determined over two selected periods according to the selected comparison method.

Claims

1. A computer-implemented method of categorizing an individual customer, comprising the steps of:

selecting and storing in a computer a measure on which the status of the individual customer is to be analyzed;

selecting and storing in the computer a calculation period;

computing, on the computer, a lifecycle factor for the individual customer, the lifecycle factor being computed by determining an absolute value of a difference of the selected measure and by multiplying the determined absolute value with a percentage measure growth of the selected measure, both the difference and the percentage measure growth being determined over two selected historical periods within the selected calculation period, and

categorizing, on the computer, the individual customer by evaluating a plurality of categorization criteria, at least one of the plurality of categorization criteria including the computed lifecycle factor.

2. The method of claim 1, wherein the measure is selected from a group including number of orders, quantity of purchase and revenue attributable to the individual customer.

3. The method of claim 1, wherein the calculation period is selected from a group including daily, weekly, monthly, quarterly, semi-annually and yearly.

4. The method of claim 1, wherein the categorizing step assigns a customer to one of a plurality of stages according to which of the plurality of categorization criteria is satisfied.

5. The method of claim 4, wherein the plurality of stages includes at least one of New, Growing, Stable, Declining, Defected and Insignificant.

6. The method of claim 5, wherein the New stage is based upon a date at which an account is established for the customer.

7. The method of claim 1, further comprising the step of selecting the customer according to at least one of a plurality of customer selection parameters.

8. The method of claim 7, wherein the customer selection parameters include market segment, customer category, operating unit and geography.

9. The method of claim 8, wherein the geography customer selection parameter includes at least one of a plurality of geographical sub-parameters, including area, country, region, state/province and city.

10. The method of claim 7, wherein the customer selection step includes the step of accessing a remote database wherein customer information for a plurality of customers is stored.

11. The method of claim 10, wherein the accessing step accesses the database over a computer network.

12. The method of claim 11, wherein the computer network includes the Internet.

13. A computer system configured for categorizing an individual customer, comprising:

at least one processor;

at least one data storage device;

a plurality of processes spawned by said at least one processor, the processes including processing logic for;

selecting and storing in the data storage device a measure on which the status of the individual customer is to be analyzed;

selecting and storing in the data storage device a calculation period;

computing a lifecycle factor for the individual customer, the lifecycle factor being computed by determining an absolute value of a difference of the selected measure and by multiplying the determined absolute value with a percentage measure growth of the selected measure, both the difference and the percentage measure growth being determined over two selected historical periods within the selected calculation period, and

categorizing the individual customer by evaluating a plurality of categorization criteria, at least one of the plurality of categorization criteria including the computed lifecycle factor.

14. The computer system of claim 13, wherein the measure is selected from a group including number of orders, quantity of purchase and revenue attributable to the individual customer.

15. The computer system of claim 13, wherein the calculation period is selected from a group including daily, weekly, monthly, quarterly, semi-annually and yearly.

16. The computer system of claim 13, wherein the categorizing processing logic is further configured to assign a customer to one of a plurality of stages according to which of the plurality of categorization criteria is satisfied.

17. The computer system of claim 16, wherein the plurality of stages includes at least one of New, Growing, Stable, Declining, Defected and Insignificant.

18. The computer system of claim 17, wherein the New stage is based upon a date at which an account is established for the customer.

19. The computer system of claim 13, wherein the processes further include processing logic for selecting the customer according to at least one of a plurality of customer selection parameters.

20. The computer system of claim 19, wherein the customer selection parameters include market segment, customer category, operating unit and geography.

21. The computer system of claim 20, wherein the geography customer selection parameter includes at least one of a plurality of geographical sub-parameters, including area, country, region, state/province and city.

22. The computer system of claim 19, wherein the customer selection processing logic is further configured to access a remote database wherein customer information for a plurality of customers is stored.

23. The computer system of claim 22, wherein the customer selection processing logic is further configured to access the database over a computer network.

24. The computer system of claim 23, wherein the computer network includes the Internet.

25. A machine-readable medium having data stored thereon representing sequences of instructions which, when executed by a computing device, causes said computing device to categorize an individual customer by performing the steps of:

selecting and storing in the computing device a measure on which the status of the individual customer is to be analyzed;

selecting and storing in the computing device a calculation period;

computing a lifecycle factor for the individual customer, the lifecycle factor being computed by determining an absolute value of a difference of the selected measure and by multiplying the determined absolute value with a percentage measure growth of the selected measure, both the difference and the percentage measure growth being determined over two selected historical periods within the selected calculation period, and

categorizing the individual customer by evaluating a plurality of categorization criteria, at least one of the plurality of categorization criteria including the computed lifecycle factor.

26. The medium of claim 25, wherein the measure is selected from a group including number of orders, quantity of purchase and revenue attributable to the individual customer.

27. The medium of claim 25, wherein the calculation period is selected from a group including daily, weekly, monthly, quarterly, semi-annually and yearly.

28. The medium of claim 25, wherein the categorizing step assigns a customer to one of a plurality of stages according to which of the plurality of categorization criteria is satisfied.

29. The medium of claim 28, wherein the plurality of stages includes at least one of New, Growing, Stable, Declining, Defected and Insignificant.

30. The medium of claim 29, wherein the New stage is based upon a date at which an account is established for the customer.

31. The medium of claim 25, further comprising the step of selecting the customer according to at least one of a plurality of customer selection parameters.

32. The medium of claim 31, wherein the customer selection parameters include market segment, customer category, operating unit and geography.

33. The medium of claim 32, wherein the geography customer selection parameter includes at least one of a plurality of geographical sub-parameters, including area, country, region, state/province and city.

34. The medium of claim 31, wherein the customer selection step includes the step of accessing a remote database wherein customer information for a plurality of customers is stored.

35. The medium of claim 34, wherein the accessing step accesses the database over a computer network.

36. The medium of claim 35, wherein the computer network includes the Internet.