Multidimensional Customer Relationship Model

摘要

Techniques are described for updating a multidimensional customer relationship model (MRCM). The MRCM can be configured to store a plurality of causal attribute that describe different factors relevant to customer satisfaction and customer loyalty. In some examples, the MRCM can be analyzed to provide recommend actions to the company. The recommended actions can include actions to improve the customer relationship, actions to improve revenue, and actions to identify prospective customers.

主权项

1. A computer-implemented method, comprising:
calculating, by the processor, a score for a causal attribute based on raw customer data associated with a customer, the causal attribute belonging to a collection of causal attributes that include at least one of an advocacy attribute, a satisfaction attribute, a branding attribute, and a new value creation attribute; updating, by the processor, a multidimensional customer relationship model that is associated with the customer with the calculated score for the causal attribute, the multidimensional customer relationship model being configured to store the collection of causal attributes; calculating, by the processor, a customer relationship score based on the collection of causal attributes of the multidimensional customer relationship model; and storing, by the processor, the customer relationship score in the multidimensional customer relationship model.