Patent ID: 7725345

Claim:
A method to manage achieving a customer service objective of a business, comprising: calculating, using a computer, a gap percentage for one or more satisfaction levels as a difference between a baseline and a respective goal for the satisfaction level; multiplying the gap percentage for the one or more satisfaction levels by a total number of customer relationships to determine a number of relationships per gap; identifying one or more drivers related to the one or more satisfaction levels; determining a total number of relationships that need to be moved to a different satisfaction level, comprising: multiplying each of the number of relationships per gap by an impact percentage associated with each driver related to the one or more satisfaction levels to determine a number of relationships that need to be moved to a different satisfaction level for each driver, wherein the impact percentage associated with each driver is based on how each driver contributes to each respective satisfaction level; and summing the number of relationships that need to be moved to a different satisfaction level for each driver to determine the total number of relationships that need to be moved; and planning initiatives to achieve the customer service objective of the business based on the number of relationships that need to be moved.