Methods and systems for defining, applying and executing customer care relationship plans

A computer system configured for managing a plurality of customer relationship plans, comprising:

• at least one processor;
• at least one data storage device;
• a plurality of processes spawned by said at least one processor, the processes including processing logic for:
• collecting profile check values from a database of customer data of a plurality of customers, the collected profile check values including customer data corresponding to profile checks for each of the plurality of customer relationship plans, the profile checks including at least one plan indicator selected from a group consisting of customer opportunity size, customer size and market segment;
• applying the collected profile check values to predefined selection criteria in at least one of the plurality of customer relationship plans, the selection criteria defining at least one of a predetermined profile check value threshold that must be exceed and a condition that must be satisfied for a customer relationship plan of the plurality of customer relationship plans to apply to a customer of the plurality of customers;
• selectively assigning or de-assigning at least one customer relationship plan to selected customers of the plurality of customers depending upon whether the applied profile check values satisfy or fail to satisfy the predefined selection criteria, respectively;
• organizing all customer relationship plans assigned to a given customer of the selected customers into a plan portfolio for the given customer;
• applying the at least one assigned customer relationship plan and carrying out, upon occurrence of a selectable customer event, at least one of a synchronous and an asynchronous action, as called for by the at least one applied customer relationship plan, and
• detecting changed profile check values for each of the plurality of customer relationship plans and carrying out at least the collecting and applying steps when the detecting step detects a changed profile check value.

A machine-readable medium having data stored thereon representing sequences of instructions which, when executed by computing device, causes said computing device to managing a plurality of customer relationship plans by performing the steps of:

• collecting profile check values from a database of customer data of a plurality of customers, the collected profile check values including customer data corresponding to profile checks for each of the plurality of customer relationship plans, the profile checks including at least one plan indicator selected from a group consisting of customer opportunity size, customer size and market segment;
• applying the collected profile check values to predefined selection criteria in at least one of the plurality of customer relationship plans, the selection criteria defining at least one of a predetermined profile check value threshold that must be exceed and a condition that must be satisfied for a customer relationship plan of the plurality of customer relationship plans to apply to a customer of the plurality of customers;
• selectively assigning or de-assigning at least one customer relationship plan to selected customers of the plurality of customers depending upon whether the applied profile check values satisfy or fail to satisfy the predefined selection criteria, respectively;
• organizing all customer relationship plans assigned to a given customer of the selected customers into a plan portfolio for the given customer;
• applying the at least one assigned customer relationship plan and carrying out, upon occurrence of a selectable customer event, at least one of a synchronous and an asynchronous action, as called for by the at least one applied customer relationship plan, and
• detecting changed profile check values for each of the plurality of customer relationship plans and carrying out at least the collecting and applying steps when the detecting step detects a changed profile check value.