Customer relationship management business method

US6915270B1 · kind B1 · utility

Assignee

• International Business Machines Corporation · US

Inventors

• Howard Young · Thousand Oaks, US
• Cynthia Adiano · Bryan, US
• Navin Enand · Cornelius, US
• Martha Ernst · Farmersville, US
• Harvey W. Thompson · Mississauga, CA
• May Sun Zia · Bexley, US

Key dates

• Filing date: Nov 28, 2000
• Grant date: Jul 5, 2005
• Expiry date: Oct 8, 2022

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0201
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A loyalty suite business method is described for building profitable customer relationships. The method is based on a combination of Customer Relationship Management (CRM), Business Intelligence (BI) and Customer Value Management (CVM). The structure of the method is based on an engagement model, followed by phases, activities, tasks, work products and technique papers. The Loyalty Suite approach takes a customer-centered view and integrates CRM operational processes, customer collaboration touchpoints and CRM analytical processes. This results in identification of factors which engender loyalty from a customer perspective. This then determines the enablers and capabilities needed by a client enterprise seeking to deliver customer value.