Integrating metadata from applications used for social networking into a customer relationship management (CRM) system

• US 10,115,168 B2
• Filed: 03/05/2015
• Issued: 10/30/2018
• Est. Priority Date: 05/19/2014
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Arroyo, Jorge A., Kruger, Stephen P., Silva, Luciano, O'Sullivan, Patrick J.
• Primary Examiner(s): Nguyen, Phong H
• Application Number:
  US14/639,537
• Publication Number:
  US 20150332289A1
• Time in Patent Office: 1,335 Days
• Field of Search: 707741, 707803
• CPC Class Codes: G06F 16/86 Mapping to a database
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

Integrating metadata from applications used for social networking into a customer relationship management (CRM) system includes obtaining, from applications used for social networking, metadata associated with users of the applications, analyzing the metadata from the applications to infer opportunities, relationships for mapping clients, structures, and subject matter experts, and integrating the opportunities, the relationships for mapping the clients, the structures, and the subject matter experts into a CRM system to populate the CRM system.

Claims

1. A method for integrating metadata from applications used for social networking into a customer relationship management (CRM) system, the method comprising:

obtaining, from applications used for social networking, metadata associated with users of the applications;

analyzing the metadata from the applications to infer opportunities, relationships for mapping clients, structures, and subject matter experts;

integrating the opportunities, the relationships for mapping the clients, the structures, and the subject matter experts into a customer relationship management (CRM) system to populate the CRM system;

identifying potential customers based on integrated opportunities, relationships for mapping the clients, the structures, and the subject matter experts; and

managing interactions with current and target customers based on the integrated opportunities, relationships for mapping the clients, the structures, and the subject matter experts.

2. The method of claim 1, in which the metadata from the applications is derived from interactions between the users of the applications, based on historical patterns across the applications, and used to infer a social graph, the subject matter experts, the opportunities, the relationships for mapping the clients, contacts, or combinations thereof.

3. The method of claim 1, in which the applications comprises electronic mail (email) applications, instant messages (IM) applications, text messages (TM) applications, social network applications, blog applications, newsfeed applications, or short message service (SMS) applications.

4. The method of claim 1, in which the metadata comprises patterns, social graphs, the relationships for mapping the clients, the structures, or combinations thereof of the users of the applications.

5. The method of claim 1, further comprising updating the CRM system based on modifications made by the users in the applications.

6. The method of claim 5, in which updating the CRM system based on the modifications made by the users to the applications comprises updating the opportunities, the relationships for mapping the clients, the structures, and the subject matter experts in the CRM system.

7. The method of claim 1, in which the opportunities represent a complex record structure in the CRM system and each of the opportunities is associated with a number of fields of the metadata.

8. A method for integrating metadata from applications used for social networking into a customer relationship management (CRM) system, the method comprising:

accessing a social networking application via a user device;

accessing metadata on the social networking application, wherein the metadata;

comprises;

patterns;

social graphs of users of the application;

relationships;

structures of the application; and

is derived from;

interactions between users of the application; and

historical patterns across the application;

determining, from the metadata, a subset of the metadata to infer opportunities, relationships for mapping clients, structures, and subject matter experts;

determining from the subset of the metadata;

when a user accesses the application;

how many other users access the application when the user accesses the application;

analyzing the metadata from the applications to infer;

complex record opportunities that include multiple fields of metadata and that comprise an entity'"'"'s interactions with customers,

relationships for mapping clients,

structures, and

subject matter experts;

integrating the opportunities, the relationships for mapping the clients, the structures, and the subject matter experts into a customer relationship management (CRM) system to populate the CRM system;

organizing, automating, and synchronizing sales, marketing, customer service and technical support for an organization based on the integrated opportunities, relationships for mapping the clients, the structures, and the subject matter experts;

identifying potential customers based on integrated opportunities, relationships for mapping the clients, the structures, and the subject matter experts; and

managing interactions with current and target customers based on the integrated opportunities, relationships for mapping the clients, the structures, and the subject matter experts.

9. The method of claim 8, wherein the patterns are predicted future patterns.