Customer relationship management
OwnerJohn W. Hailwood, David M. Gottliebinventors
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Abstract
A framework for customer relationship management includes a first layer to identify platforms for customer interactions and a second layer to identify capabilities of customer interactions. The framework includes a third layer to demonstrate how knowledge about customer preferences and behavior can be brought to bear on customer interactions. The framework has a fourth layer to identify applications of analysis and modeling to customer information. The framework also can include backplanes identifying common services that can be defined and tailored to support capabilities described in the first, second, third and fourth layers.
Claims22
A method comprising:
- presenting a framework for customer relationship management, the framework including a first layer to identify platforms for customer interactions, a second layer to identify capabilities of customer interactions, a third layer to demonstrate how knowledge about customer preferences and behavior can be brought to bear on customer interactions, and a fourth layer to identify applications of analysis and modeling to customer information;
- and
- discussing customer relationship management based on the framework.
An architectural framework for customer relationship management comprising:
- a first layer to identify platforms for customer interactions;
- a second layer to identify capabilities of customer interactions;
- a third layer to demonstrate how knowledge about customer preferences and behavior can be brought to bear on customer interactions;
- and
- a fourth layer to identify applications of analysis and modeling to customer information.
Dependencies are inferred from the claim text.