A framework for customer relationship management includes a first layer to identify platforms for customer interactions and a second layer to identify capabilities of customer interactions. The framework includes a third layer to demonstrate how knowledge about customer preferences and behavior can be brought to bear on customer interactions. The framework has a fourth layer to identify applications of analysis and modeling to customer information. The framework also can include backplanes identifying common services that can be defined and tailored to support capabilities described in the first, second, third and fourth layers.
申请公布号
WO03032226(A1)
申请公布日期
2003.04.17
申请号
WO2002US31304
申请日期
2002.10.01
申请人
ACCENTURE GLOBAL SERVICES GMBH;GOTTLIEB, DAVID, M.;HAILWOOD, JOHN, W.