Customer relationship management system for physical locations
DCFirst Claim
1. A computer implemented method of engaging a customer of a business establishment, the method comprising:
- detecting an interaction of the customer with a website associated with the business establishment, and storing a website event based on the detected interaction;
wirelessly detecting within the business establishment a wireless device carried by the customer;
determining an identity of the customer based on the customer'"'"'s wireless device;
wirelessly detecting the customer'"'"'s interaction with at least one product, the product located within the business establishment remote from a point of sale device;
storing a plurality of wirelessly tracked events of the customer within the business establishment including the detected customer interaction with the at least one product, the plurality of tracked events occurring before a purchase transaction by the customer at the point of sale device;
determining prior to the purchase transaction an engagement plan specific to the identified customer and based at least on the tracked and stored events of the customer including the wirelessly tracked events and the stored website event; and
providing the engagement plan to an employee of the business establishment prior to the purchase transaction of the customer in order to facilitate an interaction between the employee of the business establishment and the customer.
5 Assignments
Litigations
2 Petitions
Accused Products
Abstract
A method for outputting information about a person includes identifying the person utilizing a wireless system upon entry into a physical location, and also includes locating the person within the physical structure. An engagement plan is retrieved based on the identification of the person and output. The engagement plan has information useful for interacting with the person. The engagement plan is created based at least in part on personal information of the person, the preferences of the person, and the past transactions of the person. A system for outputting information about a person, such as a customer, includes an object carried by the person, which is capable of being identified by a wireless system. A wireless interface communicates with the object. A computing device correlates the identification of the object with the person. An output device outputs information relating to the person.
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Citations
73 Claims
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1. A computer implemented method of engaging a customer of a business establishment, the method comprising:
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detecting an interaction of the customer with a website associated with the business establishment, and storing a website event based on the detected interaction; wirelessly detecting within the business establishment a wireless device carried by the customer; determining an identity of the customer based on the customer'"'"'s wireless device; wirelessly detecting the customer'"'"'s interaction with at least one product, the product located within the business establishment remote from a point of sale device; storing a plurality of wirelessly tracked events of the customer within the business establishment including the detected customer interaction with the at least one product, the plurality of tracked events occurring before a purchase transaction by the customer at the point of sale device; determining prior to the purchase transaction an engagement plan specific to the identified customer and based at least on the tracked and stored events of the customer including the wirelessly tracked events and the stored website event; and providing the engagement plan to an employee of the business establishment prior to the purchase transaction of the customer in order to facilitate an interaction between the employee of the business establishment and the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50)
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51. A computer implemented method of managing a business establishment, the method comprising:
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detecting a transaction of a customer with a website associated with the business establishment, and storing a website event based on the detected transaction; wirelessly detecting within the business establishment a wireless device carried by the customer; wirelessly tracking locations of the customer within the business establishment by tracking the customer'"'"'s wireless device; determining, prior to a purchase transaction by the customer, an identity of the customer based on the wireless device carried by the customer; identifying, prior to the purchase transaction, the customer as having a preferred status with the business establishment, the preferred status based on at least the website event of the customer and prior transactions of the customer within the business establishment; determining, prior to the purchase transaction, an engagement plan specific to the identified customer for use by an employee in engaging the customer, the engagement plan including information about the customer including the customer'"'"'s preferred status; and providing the engagement plan to the employee of the business establishment prior to the purchase transaction to inform the employee of the identified customer'"'"'s preferred status and to facilitate an interaction between the employee and the identified customer having the preferred status. - View Dependent Claims (52)
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53. A method for customer marketing, comprising:
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detecting a purchase of a customer from a website associated with the business establishment; determining a status level of the customer based at least on the customer'"'"'s purchase from the website; identifying the customer within the business establishment utilizing a wireless system that detects a wireless device carried by the customer; retrieving customer information of the identified customer including the status level of the identified customer; determining a physical location of the customer within the business establishment by wirelessly tracking movement of the customer'"'"'s wireless device; determining an engagement plan for the customer, the engagement plan including the status level of the customer; and outputting, prior to a purchase transaction by the customer at a point of sale device, the engagement plan to an employee of the business establishment for use in engaging the customer. - View Dependent Claims (54, 55, 56, 57, 58)
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59. A method for using information about a prior interaction relating to a product provided by a business establishment, the method comprising:
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identifying prior to a customer entering the business establishment, the customer performing an interaction with a website associated with the business establishment; storing, prior to the customer entering the business establishment, information about the detected interaction in a customer history; wirelessly detecting within the business establishment a wireless device carried by the customer; determining an identity of the customer based on the customer'"'"'s wireless device, and retrieving the customer history; determining an engagement plan specific to the customer that is based upon the stored information about customer'"'"'s prior interaction with the website; and providing the engagement plan to an employee of the business establishment prior to a purchase transaction of the customer to facilitate an interaction between the employee of the business establishment and the customer. - View Dependent Claims (60)
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61. A method for managing a customer in a business establishment, the method comprising:
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detecting an interaction of the customer with a website associated with the business establishment; storing an event based on the detected interaction in a profile of the customer in a customer relationship management system; identifying the customer upon entry into a predefined area of a business establishment by wirelessly detecting a wireless device carried by the customer; initiating in the customer relationship management system a session upon identifying the customer; wirelessly tracking a location of the customer within the predefined area by tracking movement of the customer'"'"'s wireless device; providing to an employee of the business establishment information about; the location of the customer in the predefined area, the profile of the customer, the stored event based on the interaction of the customer with the website associated with the business establishment, and a past transaction of the customer that occurred during a prior visit of the customer to the business establishment; storing in the customer'"'"'s profile in the customer relationship management system events descriptive of the customer'"'"'s actions within the business establishment during the session; and terminating in the customer relationship management system the session upon detecting that the customer exits from the business establishment.
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62. A system for management customer interactions in a business establishment, the system comprising:
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a wireless device capable of being identified by a wireless system, the wireless device configured for being carried by a customer; a wireless system operating in the business establishment, for wirelessly detecting the wireless device within the business establishment, and providing location information of the wireless device within the business establishment and an identity of the wireless device; a computing system configured to store a customer profile, the customer profile including for at least one customer a status level of the customer that is based at least upon revenues generated from purchases by the customer at (i) a website associated with the business establishment and (ii) a physical business establishment location, the computing system further coupled to the wireless system for receiving the location information and identity of the wireless device, retrieving the customer profile associated with the identity of the wireless device, tracking the locations of the wireless device, and updating the customer profile with events related to the tracked locations of the wireless device; a profiler for generating an engagement plan based on the customer profile including the status level of the customer; and an output system for outputting the engagement plan and the status level of the customer to an employee of the business establishment to assist the employee in an interaction with the customer prior to a purchase transaction by the customer. - View Dependent Claims (63, 64, 65, 66, 67, 68)
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69. A computer implemented method of engaging a customer of a business establishment, the method comprising:
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storing a customer profile for the customer, the customer profile comprising session information from; at least one prior customer session including a record of tracked events of the customer with products or locations within the business establishment, the tracked events including events that are independent of a purchase of a product, and at least one prior customer session of the customer on a website associated with the business establishment; wirelessly detecting within a business establishment the customer'"'"'s wireless device carried by the customer; determining an identity of the customer based on the customer'"'"'s wireless device; retrieving the customer profile for the customer based on the identity of the customer; determining, prior to a purchase transaction by the customer at a point of sale device within the business establishment, an engagement plan for the customer based at least on the customer sessions in the customer profile; and providing the engagement plan to an employee of the business establishment prior to the purchase transaction. - View Dependent Claims (70, 71, 72, 73)
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Specification