Patent ID: 8311874
Filing Date: 2012-11-13
Classification: G06Q

Abstract:
1. A computer program product comprising one or more computer-readable media storing computer-executable instructions which when executed by a computing system causes the computing system to implement a method for providing a framework for analyzing business-to-business relationships in an organization, said method comprising: identifying a customer base that includes a plurality of customers of an organization for which a relationship is to be analyzed; identifying, for each customer, a customer satisfaction level representing a level of satisfaction of the customer with said organization in a past duration, wherein said identifying comprises: assigning for each customer, a customer importance score representing an importance of the customer to said organization, wherein the customer importance score is based on a length of a relationship of the customer with said organization, a breadth of the relationship, revenues earned from the customer, and an internal assessment of strategic value of the customer to the organization; identifying satisfaction and importance baselines; classifying each of the plurality of customers into one of four quadrants of a graph based upon the customer satisfaction level and the customer importance score corresponding to each customer and as compared against the satisfaction and importance baselines, wherein the four quadrants of said graph are formed by two axes, wherein the satisfaction and importance baselines represent the two axes of the graph, and wherein said classifying includes identifying critical customers having both a low customer satisfaction level and a high customer importance score as compared to the satisfaction and importance baselines; gathering, for each critical customer, corresponding external satisfaction scores; and generating priority action areas with a higher probability for said critical customers compared to customers determined not to be critical, wherein said generating comprises: