Customer relationship management for customer service requests

Details Customer relationship management for customer service requests Customer relationship management for customer service requests

2006-09-15

2008-08-12

Hong, Harry S (Department: 2614)

Telephonic communications

Special services

Provisioning

C379S207020, C379S265010, C379S265020

Reexamination Certificate

active

07412046

ABSTRACT:
Providing customer relationship management (CRM) between a communications service operator and their customers includes obtaining information about a requested communications service requested by a customer, retrieving information about related and/or complimentary communications services to the requested service, and conveying the retrieved information to the customer. The requested service is processed upon a determination that the retrieved information was conveyed to the customer, such that processing of the requested service is contingent upon the retrieved information being conveyed to the customer.

REFERENCES:
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patent: 6700965 (2004-03-01), Ferrer et al.
patent: 6804346 (2004-10-01), Mewhinney
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patent: 2002/0122401 (2002-09-01), Xiang et al.
Telcordia Technologies Performance from Experience, Customer Care and Billing, “Telcordia Customer Care, Ordering and Billing System for Emerging Carriers, A Flexible, Convergent, and Robust Solution”, 2000 4 Pages.
The Customer Relationship Management Primer, “What You Need to Know to get Started”, Apr. 2002, Published by crmguru.com, 42 pages.

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