Shared software agent for customer relations management services

• US 7,844,552 B2
• Filed: 10/28/2002
• Issued: 11/30/2010
• Est. Priority Date: 10/28/2002
• Status: Active Grant

• Current Assignee: Toshiba Global Commerce Solutions Holdings Corporation (Toshiba Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Cao, Tam M., Fleming, Rodney L., Flores, Romelia H., Thomas, Mathews
• Primary Examiner(s): CASLER, TRACI
• Application Number:
  US10/281,600
• Publication Number:
  US 20040083113A1
• Time in Patent Office: 2,955 Days
• Field of Search: None
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method for implementing a customer relationship management system can include establishing a plurality of customer contact channels within a customer relationship management services system. A software component can be associated with each of customer contact channels. A shared software agent can be accessed by software components through a publicly accessible network. The shared software agent performs at least one data management task and displays at least one visual element within a graphical user interface of an accessing software component.

Claims

1. A computer-implemented method for implementing a customer relationship management system to provide consistent information over a plurality of different customer contact channels, the method comprising the steps of:

providing a computer having at least one memory and at least one processor, the at least one processor being configured to carry out the following steps;

establishing a plurality of different customer contact channels within the customer relationship management system, the plurality of different customer contact channels including at least a Web site, a retail outlet, a wholesale outlet, and a telephone center;

associating a customer relationship management application with each of said plurality of customer contact channels, each customer relationship management application being designed either for authorized business personnel or for customer access;

providing a shared software agent sharing graphical and data management functionality among customer relationship management applications associated with the plurality of customer contact channels respectively, information stored in the shared software agent being accessible simultaneously and independently by each customer relationship management application so that consistent information is provided over each of the plurality of different customer contact channels; and

accessing the shared software agent from each customer relationship management application, each customer relationship management application being associated with a different customer contact channel, said shared software agent independently performs at least one data management task and displays at least one visual element within a graphical user interface of each said accessing customer relationship management application.

2. The method of claim 1, further comprising the steps of:

recording customer specific information; and

,

utilizing said customer specific information from within said shared software agent.

3. The method of claim 1, wherein each customer relationship management application comprises at least one application selected from the group consisting of a customer service application, a sales facilitating application, a data analysis application, a campaign management application, a Web site, and a retail outlet application.

4. A customer relationship management system that provides consistent information over a plurality of different customer contact channels, the system comprising:

a plurality of different customer contact channels within the customer relationship management system, the plurality of different customer contact channels including at least a Web site, a retail outlet, a wholesale outlet, and a telephone center;

a plurality of customer relationship management applications, each customer relationship management application being associated with a corresponding one of the plurality of customer contact channels, the customer relationship management application being designed either for authorized business personnel or for customer access; and

a shared software agent sharing graphical and data management functionality among the plurality of customer relationship management applications, information stored in the shared software agent being accessible simultaneously and independently by each customer relationship management application, each customer relationship management application being associated with a different customer contact channel so that consistent information is provided over each of the plurality of different customer contact channels, wherein the shared software agent independently performs at least one data management task and displays at least one visual element within a graphical user interface of each said accessing customer relationship management application.

5. The system of claim 4, wherein said shared software agent further comprises:

a customer restricted segment, wherein access to said customer restricted segment via said customer component requires a customer password; and

,

a non-restricted segment, wherein access is publicly granted.

6. The system of claim 5, wherein access to said customer restricted segment via a call center application does not require the customer password.

7. The system of claim 4, wherein each customer relationship management application comprises at least one application selected from the group consisting of a customer service application, a sales facilitating application, a data analysis application, and a campaign management application.

8. A non-transitory machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform a method for implementing a customer relationship management system with the steps of:

establishing a plurality of different customer contact channels within the customer relationship management system, the plurality of different customer contact channels including at least a Web site, a retail outlet, a wholesale outlet, and a telephone center;

associating a customer relationship management application with each of said plurality of customer contact channels, each customer relationship management application being designed either for authorized business personnel or for customer access;

providing a shared software agent sharing graphical and data management functionality among customer relationship management applications associated with the plurality of customer contact channels respectively, information stored in the shared software agent being accessible simultaneously and independently by each customer relationship management application so that consistent information is provided over each of the plurality of different customer contact channels; and

accessing the shared software agent from each customer relationship management application, each customer relationship management application being associated with a different customer contact channel, said shared software agent independently performs at least one data management task and displays at least one visual element within a graphical user interface of each said accessing customer relationship management application.

9. The non-transitory machine-readable storage of claim 8, further comprising the steps of:

recording customer specific information; and

,

utilizing said customer specific information from within said shared software agent.

10. The non-transitory machine-readable storage of claim 8, wherein each customer relationship management application comprises at least one application selected from the group consisting of a customer service application, a sales facilitating application, a data analysis application, a campaign management application, a Web site, and a retail outlet application.