Secure system and method for self-management of customer relationship management database

• US 20040117220A1
• Filed: 12/12/2002
• Published: 06/17/2004
• Est. Priority Date: 12/12/2002
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Perez, Ronald, Duri, Sastry S., Tresser, Charles P., Moskowitz, Paul A., Chess, Catherine A.
• Application Number:
  US10/317,357
• Publication Number:
  US 20040117220A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 20/382 insuring higher security of transaction
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A customer relationship management (CRM) system in which customer data can be dynamically controlled by the customer. The CRM system may reside on a server that is accessible by a plurality of customers of a business and a customer service representative (CSR) of the business, and comprise: a database for storing data for each of the plurality of customers related to interactions with the business; a customer interface that allows each customer to access customer specific data; a data subset identification system that allows the customer to identify a subset of the customer specific data; and a CSR interface that allows the CSR to view only the subset of customer specific data.

Claims

1. A customer relationship management (CRM) system, comprising:

a database for storing customer data;

a customer interface for allowing a customer to access customer specific data;

a data disclosure management system for allowing the customer to identify a subset of the customer specific data that can be disclosed to a third party; and

a third party interface for allowing a third party to access the subset of customer specific data.

2. The CRM system of claim 1, wherein the subset of customer specific data is kept anonymous to the third party by the data disclosure management system.

3. The CRM system of claim 1, wherein the data disclosure management system allows the customer to dynamically change the subset of customer specific data during an interaction between the customer and the third party.

4. The CRM system of claim 1, wherein the data disclosure management system includes a mechanism for allowing the customer to create a subset identifier that includes a customer identifier and a context descriptor.

5. The CRM system of claim 4, wherein the data disclosure management system includes a mechanism for granting access to the third party based on the subset identifier.

6. The CRM system of claim 5, wherein the mechanism for granting access to the third party is further based on a privacy policy of the customer.

7. The CRM system of claim 5, wherein the mechanism for granting access to the third party is further based on a set of context rules.

8. The CRM system of claim 1, wherein each of the customer interface and the third party interface comprises a security system selected from the group consisting of a secure coprocessor, secure software, secure protocols, and a cryptographic algorithm.

9. The CRM system of claim 1, wherein the customer interface includes a disagreement system that allows a customer to disagree with a portion of the customer specific data.

10. The CRM system of claim 1, wherein the customer specific data comprises a transaction history.

11. The CRM system of claim 1, wherein the third party is a customer service representative.

12. The system of claim 1, wherein the database is under the direct control of an entity selected from the group consisting of the customer, a business and a trusted entity.

13. A customer relationship management (CRM) system residing on a server that is accessible by a plurality of customers of a business and a customer service representative (CSR) of the business, comprising:

a database for storing data for each of the plurality of customers related to interactions with the business;

a customer interface that allows each customer to access customer specific data;

a data subset identification system that allows the customer to identify a subset of the customer specific data; and

a CSR interface that allows the CSR to view only the identified subset of customer specific data.

14. The CRM system of claim 13, wherein the customer interface includes a system for allowing a customer to edit portions of the customer specific data.

15. The CRM system of claim 13, wherein the customer interface includes a system for allowing a customer to post a disagreement with a portion of the customer specific data.

16. The CRM system of claim 13, wherein the data subset identification system includes a mechanism for creating an identifier that includes an identify of the customer and a descriptor value.

17. The CRM system of claim 14, further including a third party access system that controls access by the CSR based on the identifier, a privacy policy of the customer, and a set of context rules.

18. A customer relationship management (CRM) method, comprising:

providing a database of customer data that is accessible by a plurality of customers of a business and a customer service representative (CSR) of the business;

initiating a communication between a customer and the CSR to resolve a customer issue;

securely outputting customer specific data to the customer;

defining a subset of the customer specific data that the customer wants to release to the CSR to further resolve the customer issue; and

securely outputting the subset of customer specific data to the CSR.

19. The CRM method of claim 18, wherein the communication between the customer and the CSR comprises a telephone call.

20. The CRM method of claim 18, comprising the further step of, during the communication, redefining the subset of the customer specific data that the customer wants to release to the CSR.

21. The CRM method of claim 18, wherein the subset of customer specific data does not reveal the identity of the customer.