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Improved Customer Relationship Management (CRM) Process

IP.com Disclosure Number: IPCOM000013528D
Original Publication Date: 2002-Nov-02
Included in the Prior Art Database: 2003-Jun-18
Document File: 2 page(s) / 48K

Publishing Venue

IBM

Abstract

Commercially available CRM processes are transaction based and designed to process customer information and/or orders based on discrete product choices. The product may or may not match customer requirements and in many cases is a best fit for a specific customer need. The disclosed CRM process has been developed to capture customer requirements/customer vision and then specifically tailor a unique product or solution that addresses the customer's exact needs. This invention is designed to establish an ongoing relationship with a customer and provide for the delivery of services and goods meeting customer specifications. In addition, the process also provides for the selection of customer segments most likely to purchase uniquely customized goods and services which are based on the capabilities of the seller. The means to capture and managet intellectual capital and history associated with each customer interaction is also provided by the disclosed process. This process encourages the development of a partnership (but not in the legal sense) with a customer. This partnership gives the seller detailed insight to the customer requirements and needs, resulting in the ability of the seller to deliver timely customized products or solutions to the customer. In addition, the implied partnership can provide for the alignment of the customer's demand to the seller's delivery processes, resulting in responsive and accurate product planning and forecasting. A proactive and mutually beneficial relationship is developed and managed using the disclosed process between the customer and seller. The following figure shows the major elements of the process: Market Engagement Business AlignmentDevelopmentManagement Enhance IC Offerings

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Improved Customer Relationship Management (CRM) Process

    Commercially available CRM processes are transaction based and designed to process customer information and/or orders based on discrete product choices. The product may or may not match customer requirements and in many cases is a best fit for a specific customer need. The disclosed CRM process has been developed to capture customer requirements/customer vision and then specifically tailor a unique product or solution that addresses the customer's exact needs. This invention is designed to establish an ongoing relationship with a customer and provide for the delivery of services and goods meeting customer specifications. In addition, the process also provides for the selection of customer segments most likely to purchase uniquely customized goods and services which are based on the capabilities of the seller. The means to capture and managet intellectual capital and history associated with each customer interaction is also provided by the disclosed process.

This process encourages the development of a partnership (but not in the legal sense) with a customer. This partnership gives the seller detailed insight to the customer requirements and needs, resulting in the ability of the seller to deliver timely customized products or solutions to the customer. In addition, the implied partnership can provide for the alignment of the customer's demand to the seller's delivery processes, resulting in responsive and ac...