Patent ID: 8285596
Filing Date: 2012-10-09
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, from said customer, a call 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, wherein an agent can answer said call to serve said customer; identifying said historical data corresponding to said customer in response to 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; determining a plurality of offers based on said attrition risk, said determining comprises: communicating at least one of said plurality of offers to said customer during said call, wherein said communicating comprises: 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.