# US 2014/0156380 A1 · Customer relationship management system for physical locations

> Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt

- Number: US 2014/0156380 A1
- Document ID: US20140156380A1
- Status: Published application
- Kind: A1
- Application number: 14/086,636
- Filed: 2013-11-21
- Published: 2014-06-05
- Earliest claimed: 2002-11-07
- Assignees: Novitaz, Inc.
- Applicants: Novitaz, Inc.
- Inventors: Jayant Ramchandani
- Web page: https://patentgrep.com/patent/US20140156380A1

## CPC

- G06Q 30/0255: {based on user history}
- G06Q 30/02: Marketing; Price estimation or determination; Fundraising
- G06Q 30/0211: Determining the effectiveness of discounts or incentives
- G06Q 30/0242: Determining effectiveness of advertisements
- G07C 9/28: the pass enabling tracking or indicating presence
- G07C 2011/02: {related to amusement parks}
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G07C: TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE

## Abstract

A method and computer program product for managing information about transactions occurring in a physical establishment includes gathering information about multiple transactions at a physical establishment, and storing the information as metadata. A byte stream corresponding to the metadata is generated. Several elements of the metadata are associated with a particular session based on predefined criteria.

## Claims

### Claim 1

A computer implemented method for tracking information in a business establishment, the method comprising:
wirelessly detecting within a business establishment wireless devices carried by customers;
tracking events of the customers based on detection of the wireless device, the events including for a given customer at least one of: a time and location of entry by a customer into the business establishment, a department or section of the business establishment the customer visited, an amount of time spent by the customer in the department or section, a product the customer looked at, a product trial by the customer, and time and location of exit by the customer from the business establishment;
determining, by a computing device, analytics based on the tracked events, the analytics including at least one of: a traffic pattern representing movement of the customers through the retail establishment, an amount of time the customers spend in the establishment, identification of sections of the establishment that attract a greatest number of customers, and identification of sections of the establishment that customers spend a greatest amount of time; and
determining a correlation between customer spending and an occurrence of one or more of the tracked events; and
determining a correlation between a marketing campaign and an occurrence of one or more of the tracked events; and
generating for display, an interface displaying a representation of the analytics, the correlation between the customer spending and the tracked events, and the correlation between the marketing campaign and the tracked events.

### Claim 2 (depends on 1)

The method of claim 1, further comprising:
storing the plurality of wirelessly tracked events of the customers to a customer management system, the plurality of tracked events occurring before a purchase transaction by the customers at a point of sale device.

### Claim 3 (depends on 1)

The method of claim 1, further comprising:
storing a correlation between a profile for the given customer and the tracked events.

### Claim 4 (depends on 3)

The method of claim 3, further comprising:
determining a product or department of most interest to the given customer based on the correlation between the profile and the tracked events.

### Claim 5 (depends on 1)

The method of claim 1, where determining the analytics further comprises:
determining, for the given customer, a scorecard for the customer including at least one of a frequency score, recency score, and a monetary score for the customer, the frequency score indicating a frequency of purchase transactions by the customer, the recency score indicating a measure of how recent a last purchase transaction by the customer occurred, and the monetary score indicating an amount of money spent by the customer.

### Claim 6 (depends on 5)

The method of claim 5, further comprising:
generating an interface showing a correlation between at least one of the tracked events and the monetary score for the given customer over a period of time.

### Claim 7 (depends on 6)

The method of claim 6 wherein the at least one of the tracked events and the monetary score are generated based on tracked events within a particular department or section of the business establishment.

### Claim 8 (depends on 1)

The method of claim 1, further comprising:
generating an interface comparing at least one of the analytics during a period when a marketing campaign is in effect and during a corresponding period when the marketing campaign is not in effect.

### Claim 9 (depends on 8)

The method of claim 8, wherein the at least one of the analytics is based on tracked events within a specific department associated with the marketing campaign.

### Claim 10 (depends on 1)

The method of claim 1, further comprising:
determining a product placement of a product based on the analytics.

### Claim 11 (depends on 1)

The method of claim 1, further comprising:
determining a promotion to offer based on the analytics.

### Claim 12 (depends on 11)

The method of claim 11, wherein the analytics are limited to a particular department and wherein the promotion is for the particular department.

### Claim 13

A non-transitory computer-readable storage medium storing instructions for tracking information in a business establishment, the instructions when executed by a computer system causing the computer system to perform steps including:
wirelessly detecting within a business establishment wireless devices carried by customers;
tracking events of the customers based on detection of the wireless device, the events including for a given customer at least one of: a time and location of entry by a customer into the business establishment, a department or section of the business establishment the customer visited, an amount of time spent by the customer in the department or section, a product the customer looked at, a product trial by the customer, and time and location of exit by the customer from the business establishment;
determining, by a computing device, analytics based on the tracked events, the analytics including at least one of: a traffic pattern representing movement of the customers through the retail establishment, an amount of time the customers spend in the establishment, identification of sections of the establishment that attract a greatest number of customers, and identification of sections of the establishment that customers spend a greatest amount of time; and
determining a correlation between customer spending and an occurrence of one or more of the tracked events; and
determining a correlation between a marketing campaign and an occurrence of one or more of the tracked events; and
generating for display, an interface displaying a representation of the analytics, the correlation between the customer spending and the tracked events, and the correlation between the marketing campaign and the tracked events.

### Claim 14 (depends on 13)

The non-transitory computer-readable storage medium of claim 13, the instructions when executed further causing the computing system to perform a step of:
storing the plurality of wirelessly tracked events of the customers to a customer management system, the plurality of tracked events occurring before a purchase transaction by the customers at a point of sale device.

### Claim 15 (depends on 13)

The non-transitory computer-readable storage medium of claim 13, where determining the analytics further comprises:
determining, for the given customer, a scorecard for the customer including at least one of a frequency score, recency score, and a monetary score for the customer, the frequency score indicating a frequency of purchase transactions by the customer, the recency score indicating a measure of how recent a last purchase transaction by the customer occurred, and the monetary score indicating an amount of money spent by the customer.

### Claim 16 (depends on 15)

The non-transitory computer-readable storage medium of claim 15, the instructions when executed further causing the computing system to perform a step of:
generating an interface showing a correlation between at least one of the tracked events and the monetary score for the given customer over a period of time.

### Claim 17 (depends on 16)

The non-transitory computer-readable storage medium of claim 16, wherein the at least one of the tracked events and the monetary score are generated based on tracked events within a particular department or section of the business establishment.

### Claim 18 (depends on 13)

The non-transitory computer-readable storage medium of claim 13, the instructions when executed further causing the computing system to perform a step of:
generating an interface comparing at least one of the analytics during a period when a marketing campaign is in effect and during a corresponding period when the marketing campaign is not in effect.

### Claim 19 (depends on 13)

The non-transitory computer-readable storage medium of claim 13, the instructions when executed further causing the computing system to perform a step of:
determining a product placement of a product based on the analytics.

### Claim 20 (depends on 13)

The non-transitory computer-readable storage medium of claim 13, the instructions when executed further causing the computing system to perform a step of:
determining a promotion to offer based on the analytics.