Enhancing insight-driven customer interactions

US8103531B2 · kind B2 · utility

Assignee

• ACCENTURE GLOBAL SERVICES LIMITED · IE

Inventors

• Robert E. Wollan · Windom, US
• Tore Berg · Denver, US
• Vincent Umberto Dell'Anno · Denver, US
• Julio J. Hernandez · Atlanta, US
• Alyse S. Kornfeld · New York, US
• Steven Lew · Newton, US
• Dawn E. Palmer · Danville, US
• Kevin N. Quiring · Minneapolis, US
• David A. Shapiro · Minneapolis, US
• David Slaw · Noblesville, US
• Sajid Usman · Leominster, US
• Rodney B. Whitsett · Thousand Oaks, US

Key dates

• Filing date: Mar 26, 2004
• Grant date: Jan 24, 2012
• Expiry date: Dec 7, 2028

Classification

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

Abstract

Insight-driven interactions with customers may be enhanced in a holistic approach. A customer relationship management (“CRM”) methodology may include: (1) evaluating a customer strategy; (2) identifying customer segments from a customer base; (3) forming an interaction strategy; (4) defining a series of experiences based on the strategy; (5) applying those interactions with customers during interactions; and (6) monitoring the results of the customer interactions. A computer aid may preferably guide a user through some of these steps. A modular, vendor-independent, centralized, rules-based engine may perform processing to deliver tailored customer experiences, relying on values for prioritized experiences identified through use of the computer aid.