Distributed customer relationship management syste

专利名称：Distributed customer relationship

management systems and methods

发明人：Mark A. Angel,David B. Kay,John S.

Chmaj,Christopher C. LuVogt,DominiqueTrempont

申请号：US10081125申请日：20020221

公开号：US20020133392A1公开日：20020919

专利附图：

摘要：This document discusses, among other things, systems and methods for

implementing at least partially automated customer relationship management (CRM)distributed across various enterprises or entities. Such entities may include an anchor oraffinity enterprise vending a “whole product” to consumers, and various secondary ortenant enterprises vending components of the whole product. Such entities may alsoinclude a reseller or other value-adder as the affinity enterprise, and the productmanufacturer as the secondary enterprise. By providing a distributed CRM contentprovider, documentation or other content can be substantially independently created,managed, and/or updated by the particular entity most capable of doing so.

Autocontextualization of documents and/or user-provider dialog to concepts allowsefficient and inexpensive content management. In addition to dialog-driven concept-organized content providers, other content providers include, among other things, website documents or services, text search engines, discussion threads, and/or escalation to(or de-escalation from) an interface for interacting with a human customer servicerepresentative over a computer network or at the enterprise's CRM call center.

申请人：ANGEL MARK A.,KAY DAVID B.,CHMAJ JOHN S.,LUVOGT CHRISTOPHERC.,TREMPONT DOMINIQUE

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