Customer relationship management system and method

• US 8,700,450 B2
• Filed: 06/11/2008
• Issued: 04/15/2014
• Est. Priority Date: 08/20/1999
• Status: Expired due to Fees

• Current Assignee: Sg Gaming, Inc. (Scientific Games Corporation)
• Original Assignee: Bally Gaming Incorporated (Scientific Games Corporation)
• Inventors: Ryan, Patrick Nicholas
• Primary Examiner(s): Lastra, Daniel
• Application Number:
  US12/137,514
• Publication Number:
  US 20090030790A1
• Time in Patent Office: 2,134 Days
• Field of Search: 705/14.1
• US Class Current: 705/14.1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0242 Determining effectiveness of advertisements
• CPC Class Codes: G06Q 30/0251 Targeted advertisements

Abstract

A customer relationship management system, the system comprising: a memory that includes an interaction database of interaction data, wherein the interaction data is related to interactions between customers and merchants; a data retrieval system, wherein the data retrieval system accesses data from the memory, based on a set of criteria, and defines a promotional group subset of the customers stored in the interaction database to which promotional efforts are directed and a control group subset of the customers stored in the interaction database to which promotional efforts are not directed, the target group and the control group are mutually exclusive, and wherein the target group of customers and the control group of customers are based on the same set of criteria other than promotional efforts, which enables the control group to be useful in assessing effectiveness of the promotional efforts; a promotion analyzer, wherein the promotion analyzer enables retrieval of data from the interaction database related to interactions involving customers in the promotional group; and a display for presenting a representation of the retrieved interaction data.

Claims

1. A method of analyzing customer relationships in response to promotional efforts, the method comprising:

providing a wagering service at a gaming facility in which a number of gaming machines are positioned at a common venue that enables gaming activity between patrons and the gaming facility;

providing a server that includes an interaction database that stores interaction data, wherein the interaction data includes gaming activity and patron information;

accessing data from the server, using a data retrieval system, based on patron information that includes personal characteristics;

defining a promotional group of the patrons stored in the interaction database to which promotional efforts are directed, wherein the promotional group of patrons is defined using the personal characteristics of the patrons;

defining a control group of the patrons stored in the interaction database to which promotional efforts are not directed, wherein the control group of patrons is defined using the personal characteristics of the patrons, wherein the patrons in the promotional group and the patrons in the control group have all engaged in gaming activity with the gaming facility;

initiating promotional efforts only to the promotional group of the patrons, which enables the control group to be useful in assessing effectiveness of the promotional efforts;

enabling retrieval and analysis of data from the interaction database, using a promotional analyzer, related to gaming activity involving patrons in the promotional group after the promotional efforts; and

presenting a representation of the retrieved interaction data using a display.

2. The method of claim 1, wherein the characteristics used to define the promotional group and the control group include spending habits, visit frequency, and combinations thereof.

3. The method of claim 1, wherein the representation of the retrieved interaction data includes a spatial representation of an area of the gaming facility that shows a layout of individual gaming machines.

4. The method of claim 3, wherein the spatial representation of the gaming machines at the gaming facility show representations of the interaction data as contours around or adjacent to the gaming machines.

5. The method of claim 4, wherein the representations of the interaction data as contours include data points with X and Y coordinates.

6. The method of claim 4, wherein the representations of the interaction data as contours include data points with X, Y, and Z coordinates.

7. The method of claim 4, wherein the representations of the interaction data as contours are color-coded.

8. The method of claim 1, wherein the promotional analyzer corrects for effects external to the promotion.

9. The method of claim 8, wherein the effects external to the promotion include holidays, weather, general economy, and combinations thereof.

10. A method of analyzing customer relationships in response to promotional efforts, the method comprising:

providing a wagering service that enables gaming activity between patrons and a gaming facility;

providing a server that includes an interaction database that stores interaction data, wherein the interaction data includes gaming activity and patron information;

accessing data from the server, using a data retrieval system, based on patron information that includes personal characteristics;

defining a promotional group of the patrons stored in the interaction database to which promotional efforts are directed, wherein the promotional group of patrons is defined using the personal characteristics of the patrons;

defining a control group of the patrons stored in the interaction database to which promotional efforts are not directed, wherein the control group of patrons is defined using the personal characteristics of the patrons, wherein the patrons in the promotional group and the patrons in the control group have all engaged in gaming activity with the gaming facility;

initiating promotional efforts only to the promotional group of the patrons;

enabling retrieval of data from the interaction database, using a promotional analyzer, related to gaming activity involving patrons in the promotional group after the promotional efforts; and

presenting a representation of the retrieved interaction data using a display.

11. The method of claim 10, wherein the characteristics used to define the promotional group and the control group include spending habits, visit frequency, and combinations thereof.

12. The method of claim 10, wherein the promotional analyzer corrects for effects external to the promotion.

13. The method of claim 12, wherein the effects external to the promotion include holidays, weather, general economy, and combinations thereof.

14. A method of analyzing customer relationships in response to promotional efforts, the method comprising:

providing a wagering service that enables gaming activity between patrons and a gaming web site;

providing a server that includes an interaction database that stores interaction data, wherein the interaction data includes gaming activity and patron information;

accessing data from the server, using a data retrieval system, based on patron information that includes personal characteristics;

defining a promotional group of the patrons stored in the interaction database to which promotional efforts are directed, wherein the promotional group of patrons is defined using the personal characteristics of the patrons;

defining a control group of the patrons stored in the interaction database to which promotional efforts are not directed, wherein the patrons in the promotional group and the patrons in the control group have all engaged in gaming activity with the gaming web site, and

initiating promotional efforts only to the promotional group of the patrons;

enabling retrieval and analysis of data from the interaction database, using a promotional analyzer, related to interactions involving patrons in the promotional group after the promotional efforts; and

presenting a representation of the retrieved interaction data using a display.

15. The method of claim 14, wherein the characteristics used to define the promotional group and the control group include spending habits, visit frequency, and combinations thereof.

16. The method of claim 14, wherein the promotional analyzer corrects for effects external to the promotion.

17. The method of claim 16, wherein the effects external to the promotion include holidays, weather, general economy, and combinations thereof.