Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Discount or incentive
Reexamination Certificate
2005-07-05
2005-07-05
Diaz, Susanna M. (Department: 3623)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Discount or incentive
Reexamination Certificate
active
06915270
ABSTRACT:
A loyalty suite business method is described for building profitable customer relationships. The method is based on a combination of Customer Relationship Management (CRM), Business Intelligence (BI) and Customer Value Management (CVM). The structure of the method is based on an engagement model, followed by phases, activities, tasks, work products and technique papers. The Loyalty Suite approach takes a customer-centered view and integrates CRM operational processes, customer collaboration touchpoints and CRM analytical processes. This results in identification of factors which engender loyalty from a customer perspective. This then determines the enablers and capabilities needed by a client enterprise seeking to deliver customer value.
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Goodwin et al. “Closing the Loop on Loyalty.” Marketing Management, vol. 8, No. 1, pp. 24-34, Spring 1999.
Adiano Cynthia
Enand Navin
Ernst Martha
Thompson Harvey
Young Howard
Anderson Jay H.
Diaz Susanna M.
International Business Machines - Corporation
Whitham Curtis & Christofferson, P.C.
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