Multi-dimensional segmentation for use in a customer interaction

US7698163B2 · kind B2 · utility

Assignee

• ACCENTURE GLOBAL SERVICES LIMITED · IE

Inventors

• Kenneth Lyle Reed · Mission Viejo, US
• Hari Hariharan · Irvine, US
• Michiko Saito · Nanbu, JP

Key dates

• Filing date: Nov 22, 2002
• Grant date: Apr 13, 2010
• Expiry date: Oct 6, 2026

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q40/06
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system and method for segmenting customer data that represents a plurality of customers for use in a customer interaction. The segmentation process groups customers with similar characteristics into segments. The segments may be used to classify customers according to a likelihood of the customers to accept a particular marketing offer. The segments may also be used as an analytic framework for customer portfolio management, product development, marketing strategy, and customer interaction capabilities. A multi-dimensional segmentation approach may be used to cross-segment a plurality of customers so that the customers included in the crossed segments can be profiled for more precise targeting of marketing offers. Customers may be segmented according to one or more data types stored in a data warehouse. The multi-dimensional segmentation approach may be applied to relationships between and among the data types to obtain a holistic view of what drives customer value. The segmentations may be driven by a business objective. This enables the segment analysis to be calibrated in the context of the stated business objective.