Patent ID: 8468061
Filing Date: 2013-06-18
Classification: G06Q

Abstract:
1. A method of enabling a business entity to enhance retention of customers using a customer relationship management (CRM) system, said method comprising: maintaining a historical data corresponding to a customer in said CRM system, wherein said historical data includes information on prior interactions between said customer and said business entity; receiving an indication that an agent answered a call received from said customer, and also data indicating a reason for said call, wherein said reason is indicated by said customer during said call and said call is a telephone call; identifying said historical data corresponding to said customer after receiving said call; computing, using said CRM system, a value representing an attrition risk of said customer based on said historical data and said data indicating reason for said call, wherein lower attrition risk indicates a correspondingly higher probability of retaining said customer and higher attrition risk indicates a correspondingly lower probability of retaining said customer; wherein said computing, determining, and said communicating are all performed during said telephone call, wherein said CRM system comprises a digital processing system containing a processor coupled to a memory.