Method and system for managing customer relations

A method of using a computer to manage the relationship between an organization and a customer, comprising the steps of:

• creating a library of different scripts;
• collecting data in the form of a response provided by a customer to a script;
• assigning a numerical value to each customer response;
• compiling the numerical values to arrive at a customer rating and customer value;
• linking collected data, customer value and customer rating to future events in a decision tree;
• automatically scheduling events based on the decision tree;
• and
• storing the scripts and collected data in a database that incorporates vertically-based database tables.

A system for managing customer relationships, comprising:

• a script subsystem, including a script and a response to said script, wherein said script subsystem generates said script and receives said response;
• a feedback processing subsystem, including a response value, wherein said response value is attributed to said response;
• and
• an event scheduling subsystem, including a decision tree and a scheduled event, wherein said decision tree relates said response to said scheduled event, and said decision tree determines the scheduling of said scheduled event by said event scheduling subsystem.

A system for managing customer relations, comprising:

• a script subsystem, including a plurality of scripts and a plurality of responses to said plurality of scripts, wherein said script subsystem generates said plurality of scripts, and receives said plurality of responses;
• a feedback processing subsystem, including a plurality of response values, a customer value, a customer rating, a predetermined criteria, and a predetermined threshold;
• and
• an event scheduling subsystem, including a decision tree, a scheduled event, and a trigger selected from the group consisting of said response, said response value, said customer value, or said customer rating, wherein said decision tree relates said trigger to said scheduled event, and said decision tree determines the scheduling of said scheduled event by said event scheduling subsystem;
• wherein each said response in said plurality of responses is associated with a response value in said plurality of response values in accordance with said predetermined criteria;
• wherein said feedback processing subsystem generates said customer value from one or more said response values;
• and
• wherein said customer value is compared to said predefined threshold to generate said customer rating.