David Steven Shapiro

US Patent:

20070239515, Oct 11, 2007

Filed:

Mar 26, 2004

Appl. No.:

10/810910

Inventors:

Julio Hernandez - Atlanta GA, US
Tore Berg - Denver CO, US
Vincent Dell'Anno - Monument CO, US
Alyse Kornfeld - New York NY, US
Steven Lew - Newton MA, US
Dawn Palmer - Danville CA, US
Kevin Quiring - Minneapolis MN, US
David Shapiro - Minneapolis MN, US
David Slaw - Nodlesville IN, US
Sajid Usman - Leominster MA, US
Rodney Whitsett - Thousand Oaks CA, US
Robert Wollan - St. Paul MN, US

Assignee:

Accenture Global Services GmbH - Schaffhausen

International Classification:

G06F 17/30

US Classification:

705010000

Abstract:

Insight-driven interactions with customers may be enhanced in a holistic approach. A customer relationship management (“CRM”) methodology may include: (1) evaluating a customer strategy; (2) identifying customer segments from a customer base; (3) forming an interaction strategy; (4) defining a series of experiences based on the strategy; (5) applying those interactions with customers during interactions; and (6) monitoring the results of the customer interactions. A computer aid may preferably guide a user through some of these steps. A modular, vendor-independent, centralized, rules-based engine may perform processing to deliver tailored customer experiences, relying on values for prioritized experiences identified through use of the computer aid.