Patent ID: 8468061

Claim:
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; determining a plurality of offers based on said attrition risk, said determining comprises: comparing said value with a threshold value; if said value is greater than said threshold value, including a first set of offers directed to increasing the probability of retaining said customer in said plurality of offers; and otherwise, including a second set of offers directed to sell services desirable to said customer in said plurality of offers; and communicating at least one of said plurality of offers to said customer during said call, wherein said communicating comprises: if said value is greater than said threshold value, sending for display on a display unit said first set of offers during said call, wherein said agent can view and orally inform said customer of any of said first set of offers based on the displayed first set of offers; if said value is not greater than said threshold value, sending audio clips for playing to said customer during said call, said audio clips representing at least one of said second set of offers, wherein said agent is not provided the option to play audio clips representing said first set of offers such that customers with higher attrition risk are communicated orally by the agent and customers with lower attrition risk are played audio clips, 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.