Patent ID: 6915270

Claim:
An automated loyalty suite business method for managing customer relationships for a client enterprise, the method comprising the steps of: (a) developing a framework including hypotheses regarding the client's customer relationships and information regarding the customer relationships; (b) reviewing the client business strategy and the client customer relations strategy; (c) identifying projects to obtain data needed to develop a customer-centered strategy; (d) analyzing the business strategy, the customer relations strategy and the information regarding the customer relationships; (e) developing a customer-centered strategy; (f) identifying client enterprise deficiencies, including deficiencies in marketing, sales and service; (g) developing a customer loyalty roadmap; (h) using the framework, determining an inside-out view of customer expectations and determining an outside-in view of customer expectations; (i) validating the outside-in view of customer expectations; (j) prioritizing customer needs for action and/or investment; (k) developing a capability model and key enablers using visual tools for automating mapping of capabilities and key enablers; (l) recommending tasks to be performed by the client to implement the customer-centered strategy; (m) reviewing the client enterprise business and technology environment; (n) developing a customer value index and customer loyalty management approach using data mining techniques; (o) testing and defining the customer value index and the customer loyalty solution strategy using automated tools; and (p) implementing business practice changes in accordance with the capability model.