U.S. patent application number 13/520939 was filed with the patent office on 2013-01-03 for crm application for analysing and generating actionable reports based on activity of users on a product portal.
Invention is credited to Sarkar Ssubhanjan.
Application Number | 20130006707 13/520939 |
Document ID | / |
Family ID | 43858781 |
Filed Date | 2013-01-03 |
United States Patent
Application |
20130006707 |
Kind Code |
A1 |
Ssubhanjan; Sarkar |
January 3, 2013 |
CRM APPLICATION FOR ANALYSING AND GENERATING ACTIONABLE REPORTS
BASED ON ACTIVITY OF USERS ON A PRODUCT PORTAL
Abstract
A computer implemented method of analyzing and generating
actionable reports based on activity of users on a product portal
using a Customer Relationship Management (CRM) application is
provided. The product portal includes multimedia files
demonstrating features of a product that are stored in a database
(112) of an application server (104). The users have a profile on
the product portal that includes plurality of community buttons.
The method includes processing one or more inputs from a plurality
of users based on one or more activity of the users on the features
of the product, generating an analysis based on the one or more
activities of the plurality of users, and generating the actionable
reports based on the analysis.
Inventors: |
Ssubhanjan; Sarkar;
(Bangalore, IN) |
Family ID: |
43858781 |
Appl. No.: |
13/520939 |
Filed: |
January 7, 2011 |
PCT Filed: |
January 7, 2011 |
PCT NO: |
PCT/IN2011/000012 |
371 Date: |
July 6, 2012 |
Current U.S.
Class: |
705/7.29 |
Current CPC
Class: |
G06Q 30/016 20130101;
G06Q 30/02 20130101; G09B 5/00 20130101 |
Class at
Publication: |
705/7.29 |
International
Class: |
G06Q 30/02 20120101
G06Q030/02 |
Foreign Application Data
Date |
Code |
Application Number |
Jan 7, 2010 |
IN |
43/CHE/2010 |
Claims
1. A computer implemented method of analyzing and generating
actionable reports based on activity of users on a product portal
using a Customer Relationship Management (CRM) application, wherein
said product portal comprising multimedia files demonstrating
features of a product that are stored in a database of an
application server, wherein said users having a profile on said
product portal, wherein said product portal comprises a plurality
of community buttons, said method comprising: processing at least
one input from a plurality of users based on at least one of a
activity of said users on said features of said product; generating
an analysis based on said at least one activity of said plurality
of users; and generating said actionable reports based on said
analysis, wherein a selection of said community buttons indicate at
least one of a user response to at least one of said product
portal, or said features of said product, wherein said buttons are
present on a plurality interfaces on said product portal.
2. The method of claim 1, wherein said activity comprises any of a
problem level, a problem nature, a disfunctioning, a new use, a new
feature of said product, a behavior of said users on said product
portal, and on said features of said product, or a geography
associated with said users.
3. The method of claim 1, further comprising communicating said
actionable reports to at least one Original Equipment Manufacturers
(OEMs).
4. A CRM application system to analyze and generate actionable
reports based on activity of users on a product portal, wherein
said product portal comprising multimedia files demonstrating
features of a product that are stored in a database of an
application server, wherein said users having a profile on said
product portal, wherein said product portal comprises a plurality
of community buttons, said system comprising: an activity analyze
module that generates an analysis based at least one input from a
plurality of users that comprises at least one of a activity of
said users on said features of said product on product portal; and
a report generation module that generates said actionable reports
based on said analysis.
5. The system of claim 4, further comprises a communication module
that communicates said actionable reports to at least one of a
Original Equipment Manufacturers (OEMs).
6. The system of claim 4, wherein said report generation module
generates said actionable reports based on one or more keywords
used by said users in said product portal.
7. The system of claim 5, wherein said communication module
communicates said actionable reports to said Original Equipment
Manufacturers (OEMs) on a day-to-day-basis, an hourly basis, or a
weekly basis.
8. The system of claim 4, wherein said activity comprises any of a
problem level, a problem nature, a disfunctioning, a new use, a new
feature of said product, a behavior of said users on said product
portal, and on said features of said product, or a geography
associated with said users.
9. The system of claim 4, wherein a selection of said community
buttons indicate at least one of a user response to at least one of
said product portal, or said features of said product.
10. The system of claim 4, wherein said buttons are present on a
plurality interfaces on said product portal.
Description
BACKGROUND
[0001] 1. Technical Field
[0002] The embodiments herein generally relate to customer
relationship management tools, and, more particularly to the use of
data and patterns in user navigation and interaction for customer
relationship management.
[0003] 2. Description of the Related Art
[0004] CRM (Customer Relationship Management) analytics encompasses
all strategies, tools and programming that analyzes data about an
enterprise's customers and presents it so that better and quicker
business decisions can be made. It involves using technology to
organize, automate, and synchronize business processes including
sales related activities, marketing, customer service, and
technical support. Customer service capabilities include web
self-service, knowledge management, email response management, web
chat, collaborative browsing and virtual assistants. Sales
analytics let companies monitor and understand customer actions and
preferences, through sales forecasting, data quality management,
and dashboards that graphically display key performance indicators
(KPIs).
[0005] Customer service analytics are increasing in popularity as
companies demand greater visibility into the performance of call
centers and other support channels, in order to correct problems
before they affect customer satisfaction levels. Support-focused
applications typically include dashboards similar to those for
sales, plus capabilities to measure and analyze response times,
service quality, agent performance, and the frequency of various
customer issues. CRM analytics can provide customer segmentation
groupings (for example, at its simplest, dividing customers into
those most and least likely to repurchase a product); profitability
analysis (which customers lead to the most profit over time);
personalization (the ability to market to individual customers
based on the data collected about them); event monitoring (for
example, when a customer reaches a certain dollar volume of
purchases); what-if scenarios (how likely is a customer or customer
category that bought one product to buy a similar one); and
predictive modeling (for example, comparing various product
development plans in terms of likely future success given the
customer knowledge base).
[0006] Customer data collection for analysis is the key aspect to
determining the above mentioned parameters. Customer data can be
gathered from various sources such as product review websites, the
company's own website, and various user forums on different
websites. However, this data is largely scattered and it is
difficult to extract meaningful insights from this scattered data.
A common approach to gather customer data is by the formation of
focus groups, in which a group of people are asked about their
attitude towards a product or service. However, the sample sizes
are limited and may not be reflective of the entire customer base.
Other methods for gather customer data tend to be more intrusive
and invasive, and there is a possibility of compromising on the
privacy and anonymity of users.
SUMMARY
[0007] In view of the foregoing, an embodiment herein provides a a
computer implemented method of analyzing and generating actionable
reports based on activity of users on a product portal using a
Customer Relationship Management (CRM) application. The product
portal includes multimedia files demonstrating features of a
product that are stored in a database of an application server. The
users have a profile on the product portal that includes a
plurality of community buttons.
[0008] The method includes processing at one or more inputs from a
plurality of users based on one or more activity of the users on
the features of the product, generating an analysis based on the
one or more activity of the plurality of users, and generating the
actionable reports based on the analysis. The selection of the
community buttons indicates one or more of a user response to one
or more of the product portal, or the features of the product. The
buttons are present on a plurality interfaces on the product
portal. The activity includes any of a problem level, a problem
nature, a disfunctioning, a new use, a new feature of the product,
a behavior of the users on the product portal, and on the features
of the product, or a geography associated with the users. The
method further includes communicating the actionable reports to one
or more Original Equipment Manufacturers (OEMs).
[0009] In another aspect, a CRM application system to analyze and
generate actionable reports based on activity of users on a product
portal is provided. The product portal includes multimedia files
demonstrating features of a product that are stored in a database
of an application server. The users have a profile on the product
portal. The product portal includes a plurality of community
buttons. The CRM application system includes an activity analyze
module that generates an analysis based on the activity of users on
the features of the product on product portal and a report
generation module that generates the actionable reports based on
the analysis.
[0010] The system further includes a communication module that
communicates the actionable reports to one or more of Original
Equipment Manufacturers (OEMs). The report generation module
generates the actionable reports based on one or more keywords used
by the users in the product portal. The communication module
communicates the actionable reports to the Original Equipment
Manufacturers (OEMs) on a day-to-day-basis, an hourly basis, or a
weekly basis. The activity includes any of a problem level, a
problem nature, a disfunctioning, a new use, a new feature of the
product, a behavior of the users on the product portal, and on the
features of the product, or a geography associated with the
users.
[0011] These and other aspects of the embodiments herein will be
better appreciated and understood when considered in conjunction
with the following description and the accompanying drawings. It
should be understood, however, that the following descriptions,
while indicating preferred embodiments and numerous specific
details thereof, are given by way of illustration and not of
limitation. Many changes and modifications may be made within the
scope of the embodiments herein without departing from the spirit
thereof, and the embodiments herein include all such
modifications.
BRIEF DESCRIPTION OF THE DRAWINGS
[0012] The embodiments herein will be better understood from the
following detailed description with reference to the drawings, in
which:
[0013] FIG. 1 illustrates a system view of a user communicating
with an application server through a network according to an
embodiment herein;
[0014] FIG. 2 illustrates an exploded view of a CRM application of
FIG. 1 according an embodiment herein;
[0015] FIG. 3A through 3D illustrates a user interface view of a
myprofile button, a ispeak button; a community button, and a more
button according to an embodiment herein;
[0016] FIG. 4 is a user interface view of a Customer Relationship
Management (CRM) Application according to an embodiment herein;
[0017] FIG. 5A through FIG. 5C illustrates a graphical
representation of statistical data of users and products according
to an embodiment herein;
[0018] FIG. 6A through FIG. 6F is a user interface view of a user
profile according to an embodiment herein;
[0019] FIG. 7 illustrates a schematic diagram of a computer
architecture used in accordance with the embodiment herein; and
[0020] FIG. 8 is a flow diagram illustrating a method of analyzing
and generating actionable reports based on activity of users on a
product portal using a Customer Relationship Management (CRM)
application according to an embodiment herein.
DETAILED DESCRIPTION OF PREFERRED. EMBODIMENTS
[0021] The embodiments herein and the various features and
advantageous details thereof are explained more fully with
reference to the non-limiting embodiments that are illustrated in
the accompanying drawings and detailed in the following
description. Descriptions of well-known components and processing
techniques are omitted so as to not unnecessarily obscure the
embodiments herein. The examples used herein are intended merely to
facilitate an understanding of ways in which the embodiments herein
may be practiced and to further enable those of skill in the art to
practice the embodiments herein. Accordingly, the examples should
not be construed as limiting the scope of the embodiments
herein.
[0022] As mentioned, there remains a need for analyzing and
generating actionable reports based on activity of users on a
product portal using a Customer Relationship Management (CRM)
application in the product portal. The embodiments herein achieve
this by providing a CRM application that processing at least one
input from a plurality of users based on at least one of a activity
of users on features of the product, generates an analysis based on
the at least one activity of the plurality of users, and generating
the actionable reports based on the analysis. Referring now to the
drawings, and more particularly to FIGS. 1 through 8, where similar
reference characters denote corresponding features consistently
throughout the figures, there are shown preferred embodiments.
[0023] FIG. 1 illustrates a system view 100 of a user 110
communicating with an application server 104 through a network 106
according to an embodiment herein. The system 100 includes a
service provider 102, the application server 104, the network 106,
a client computer 108 and the user 110. The application server 104
includes a product database 112 and a CRM tool 114. The application
server 104 contains a description manual of products described by
the service provider 102 of an electronic document. In one
embodiment, the electronic document is a web page. The application
server 104 may contain text/transcript of the user manual of the
product.
[0024] In another embodiment, the application server 104 may
contain a demo film of the user manual of the product. In addition,
the application server 104 includes a customer relationship
management (CRM) tool 114 communicating with original equipment
manufacturers 116 or to a custom built application module for the
OEM to address the issues related to a product. In one embodiment,
the issues of the product is identified by the user 110 and
published on the electronic document. The product database 112
contains information associated with each of the product. In
addition, the product database 112 includes information associated
with the product. The printer 120 enables the user 110 to print the
relevant information from the text/transcript of the user
manual.
[0025] FIG. 2 illustrates an exploded view 200 of a CRM application
of FIG. 1 according an embodiment herein. The exploded view 200
includes the user 110, a database 202, an activity analyze module
204, a report generation module 206, a communication module 208,
and the original equipment manufacturer 116. The database 202
includes features and comments on the products by the user 1100
based on the level of usage of the product by the user 110. The
activity analyze module 204 analyses activity of the user 110 based
on a plurality of features of the product. The report generation
module 206 generates one or more actionable reports that include a
basis for analysis based on the activities of user 110. The
communication module 208 communicates the actionable reports to one
or more original equipment manufacturer 116.
[0026] FIG. 3A through 3D illustrates a user interface view of a
myprofile button 304, a ispeak button 306, a community button 310,
and a more button 312 according to an embodiment herein. The user
interface views 3A-3D may further include a guide button 302, and a
hub integrator button 308. The guide button 302 allows you to
experience the electronic document and its corresponding contents.
For example, when a user visits SNAP, the user 110 may then click
on the guide button 302. The guide button 302 then displays or
takes a tour to how to use the SNAP feature. The myprofile button
304 allows the user 110 to navigate to his/her profile and update
the desired profile information. The ispeak button 306 is a
combination of a happy and a lost feedback. The ispeak button 306
allows the user 110 to write comments on the features and/or the
products that the user 110 has experienced.
[0027] The hub integrator button 308 provides a description of
products on how the products can be connected to other devices. For
example, how to connect your products with other electronic
appliances or products such as TV, music system and/or DVD player.
The community button 310 allows the user 110 to share their
suggestions, opinions, and other related information associated
with the features of the products with a group of other users
having a common interest. The community button 310 allows the user
110 to join and unjoin a particular community of his/her own
interest. The more button 312 is a edited link system related to
each product and available from the product home page in the
interface. The list is segregated and searchable (and enriched by
crowd sourcing--i.e. participation of the users and the users 110
can submit links appropriately tagged and with description of what
that link is useful for and why it is being recommended). In one
embodiment, the buttons 302-310 may also be referred as community
buttons.
[0028] The user interface view of FIG. 3A includes a product 1
review field 314, and a write your review field 316. The user
interface view of FIG. 3B includes a product 2 review field 318,
and a write your review field 320. The product 1 and 2 review field
314 and 318 includes features of the product that are rated by the
user 110 (e.g., style and design, ease of use, range of features,
and/or value for money). The product 1 and 2 review fields 314 and
318 also includes user rating (e.g., user has rated 3.5/5 for the
product), his/her recommendation (e.g., yes), read by other users
(e.g., 10 times) and rated by other users (e.g., 20 times). The
write your review fields 316 and 320 allows the user 110 to write
his/her comments and/or reviews associated with the selected
product and his/her experience in using of the selected
product.
[0029] The user interface view of FIG. 3C includes a review field
322 where the user 110 may share his/her reviews about a product
that he/she has experienced. For example, the user 110 on using a
product writes in the write your review field "found this product
to be quite flexible and very powerful. All these features of the
product come together in one simple to manage. This is well
organized and intuitive to navigate. A lot of functionality in a
single, easy-to-use appliance". In one embodiment, the user 110
writes his/her reviews associated with the features of the products
by clicking on the ispeak button 306).
[0030] The user interface view of FIG. 3D includes a submit a link
field 316, and a others field 318. The submit a link field 324
allows the user to submit a link along with a link title,
description, and tags associated with a feature of the product. For
example, the user 110 submits a link (e.g., http:/www.chargers.in)
and the link title (e.g., chargers). In addition, the user 110 may
also provide a relative description associated with the link. The
others 326 field may include buy and sell, a website, downloads,
applications, games, news, reviews, accessories, tips and tricks,
and blogs that allows the user to manage the activities associated
with these. The user 110 may also opt for polling and subscribe to
the notifications associated with the features of the products. In
one embodiment, the user 110 submits the link by clicking on the
more button 312.
[0031] FIG. 4 is a user interface view 400 of a Customer
Relationship Management (CRM) Application according to an
embodiment herein. The user interface view includes a report field
402, an action items field 404, and an alerts field 406. The
reports field 402 includes information associated with the
products, features corresponding to the products, feature group,
problem level, problem nature, geography, and user level. The
product information may include all the technical specifications.
The feature information may have the data related to the various
features of the product that the user 110 has utilized.
[0032] The report may further include the problem level (e.g.,
ratio of the issue addressed at the beginner, intermediate or
advanced level associated with the feature of the product). In one
embodiment, the user 110 can rate the problem level such as 2:10,
or 5:10 or 7.5:10 based on a beginner, intermediate or advance
level. In addition, the report also includes the problem nature of
the feature associated with the product when the user 110
experiences using the product and/or the corresponding feature. In
one embodiment, the system will further allow the generation of
reports based on keywords (that are being used by users) as well as
what the manufacturers can think of to narrow down comments or
feature and provide a basis for analysis. Based on the reports
generated corresponding to the feedbacks received from the users
110, an approximate indication of how many users in a certain
location (for e.g., in U.S.A) are facing the problem, which feature
of the product has troubleshooting techniques can be plotted.
[0033] The action items field 404 allows the user 110 to contact
the company, call center, or the forum and post extracts for
solving the problems associated with the features of the products.
The alerts field 406 provides a statistical data of the products
associated with the user to the OEM's on a day-to-day-basis. In one
embodiment, the statistical data may be generated, recorded and
provided to the OEM on at least one of an hourly basis, weekly
basis, etc. The statistical data may include disfunction, new use,
and/or a new feature associated with the product. In one
embodiment, the statistical data maintains the record of how many
users reported that a particular feature of the product is
disfunctioning (or address issues raised), how many users reported
that a new use of a particular feature of the product is added,
and/or how many users reported that a new feature of this product
has been introduced.
[0034] FIG. 5A through FIG. 5C illustrates a graphical
representation of statistical data of users and products according
to an embodiment herein. FIG. 5A illustrates statistical data for
product and film analysis. The user interface displays the number
of views on each product and each film (e.g., a video of a feature
of a product) by one or more users. With reference to FIG. 5A, FIG.
5B illustrates list of users with created date, the role of the
users and status of the users. With reference to FIG. 5A, FIG. 5C
illustrates a number of visits by the users, the feedback given by
the users. In addition, the user interface of FIG. 5C also displays
if the users have added particular video/product to their
favorites.
[0035] FIG. 6A through FIG. 6F is a user interface view of a user
profile according to an embodiment herein. The user interface view
of the user profile of FIG. 6A includes a name field 602, an age
field 604, an update profile field 606, and a proceed to do the
following, field 608. The name field 602 includes the name of the
user 110 associated with his/her profile. In one embodiment, the
user profile may also include one or more user ID's associated with
his/her profile. The age field displays the age of the user 110
which is provided by the user 110 at the time of registering to the
site. The update profile field 606 allows the user 110 to update
his/her personal details into the electronic document (e.g., the
product portal). The proceed to do the following field 608 allows
the user to view his/her history of recent films, view a
categorized list if his/her favorite/flagged films are under the
user's manual, view and maintain records of translations
contributed by the user, view and maintain a record of his/her
video contributions, view and maintain a record of reviews provided
by the user, view and maintain full list of notes made by the user
across films on the electronic document, keep a tab on community
activities that he/she is part of, etc.
[0036] The user interface view of the user profile of FIG. 6B
includes the name field 602, the age field 604, the update profile
field 606, the proceed to do the following field 608, a vote field
610, a customer support field 612, a chat now field 614, a
notifications field 616, a my manuals field 618, a my video
contributions field 620, and a my communities field 622 according
to an embodiment herein. The vote field 610 provides a polling
option that allows the user to vote on the various features of the
product which is of interest to him/here. The customer support
field 612 is a helpdesk to provide assistance in a range of with
technology products that involves the planning and delivery of
customer support services, including installation, configuration,
troubleshooting, customer assistance, and/or training, in response
to customer requirements.
[0037] In one embodiment, the user 612 may send emails to the
customer support addressing the customer support services which is
required by the user 110. In another embodiment, the user 110 may
also initiate a call to the customer support and address the issue
related to the features of the products. The chat now field 614
allows the user to chat with other users in the community which
he/she has joined. The notifications field 616 displays a
communication message received from the administrators, or other
users or community members or non-community members. The
communication message may be at least one of a discussion
associated with a customer support services, or a discussion
associated with the products and corresponding features of the
products.
[0038] The my manuals 618 field allows the user 110 to keep a
record of the recent watched films, the films owned by the user,
his/her wish list. The my manuals field 618 also includes a product
details such as category, manufacturer, etc. The my manuals field
618 allows the user 110 to manage the warranty of products owned
and services contracted by the user 110. In addition, it also
allows the user 110 to extend the warranty period of the product.
The my manuals field 618 also allows the user 110 to maintain a
list of films that are viewed and flagged. In one embodiment, the
user 110 may flag the films associated with the feature of the
products based on the importance or list into his/her
favorite/flagged films as shown in FIG. 6C.
[0039] The my video contributions field 620 allows the user to
upload his/her own material associated with a particular feature or
a product. The material may also include a PDF document, a text
document, a slide show, a video film, or a links to other
electronic documents related to the feature of the products, etc as
shown in FIG. 6D. In one embodiment, the user may also share the
materials with other users. The my communities field allows the
user to manage community activities that may include a discussion
on a topics, ideas, a customer support services, including
installation, configuration, troubleshooting, customer assistance,
and/or training with other users associated with the features of
the product. The my community field 622 allows the user to
join/unjoin a community and give feedback, rate the features of the
product, etc. as shown in FIG. 6E. In one embodiment, the user can
join/unjoin the communities which are of interest to him/her. In an
example embodiment, the user 110 has rated the products (e.g.,
product--rating 4 stars, product touch--rating 3 stars, product
classic 2.5 stars) as shown in FIG. 6F.
[0040] The techniques provided by the embodiments herein may be
implemented on an integrated circuit chip (not shown). The chip
design is created in a graphical computer programming language, and
stored in a computer storage medium (such as a disk, tape, physical
hard drive, or virtual hard drive such as in a storage access
network). In any case the chip is then integrated with other chips,
discrete circuit elements, and/or other signal processing devices
as part of either (a) an intermediate product, such as a
motherboard, or (b) an end product. The end product can be any
product that includes integrated circuit chips, ranging from toys
and other low-end applications to advanced computer products having
a display, a keyboard or other input device, and a central
processor.
[0041] The embodiments herein can take the form of an entirely
hardware embodiment, an entirely software embodiment or an
embodiment including both hardware and software elements. The
embodiments that are implemented in software include but are not
limited to, firmware, resident software, microcode, etc.
[0042] Furthermore, the embodiments herein can take the form of a
computer program product accessible from a computer-usable or
computer-readable medium providing program code for use by or in
connection with a computer or any instruction execution system. For
the purposes of this description, a computer-usable or computer
readable medium can be any apparatus that can comprise, store,
communicate, propagate, or transport the program for use by or in
connection with the instruction execution system, apparatus, or
device.
[0043] The medium can be an electronic, magnetic, optical,
electromagnetic, infrared, or semiconductor system (or apparatus or
device) or a propagation medium. Examples of a computer-readable
medium include a semiconductor or solid state memory, magnetic
tape, a removable computer diskette, a random access memory (RAM),
a read-only memory (ROM), a rigid magnetic disk and an optical
disk. Current examples of optical disks include compact disk-read
only memory (CD-ROM), compact disk-read/write (CD-R/W) and DVD.
[0044] A data processing system suitable for storing and/or
executing program code will include at least one processor coupled
directly or indirectly to memory elements through a system bus. The
memory elements can include local memory employed during actual
execution of the program code, bulk storage, and cache memories
which provide temporary storage of at least some program code in
order to reduce the number of times code must be retrieved from
bulk storage during execution.
[0045] Input/output (I/O) devices (including but not limited to
keyboards, displays, pointing devices, etc.) can be coupled to the
system either directly or through intervening I/O controllers.
Network adapters may also be coupled to the system to enable the
data processing system to become coupled to other data processing
systems or remote printers or storage devices through intervening
private or public networks. Modems, cable modem and Ethernet cards
are just a few of the currently available types of network
adapters.
[0046] A representative hardware environment for practicing the
embodiments herein is depicted in FIG. 7. This schematic drawing
illustrates a hardware configuration of an information
handling/computer system in accordance with the embodiments herein.
The system comprises at least one processor or central processing
unit (CPU) 10. The CPUs 10 are interconnected via system bus 12 to
various devices such as a random access memory (RAM) 14, read-only
memory (ROM) 16, and an input/output (I/O) adapter 18. The I/O
adapter 18 can connect to peripheral devices, such as disk units 11
and tape drives 13, or other program storage devices that are
readable by the system. The system can read the inventive
instructions on the program storage devices and follow these
instructions to execute the methodology of the embodiments herein.
The system further includes a user interface adapter 19 that
connects a keyboard 15, mouse 17, speaker 24, microphone 22, and/or
other user interface devices such as a touch screen device (not
shown) to the bus 12 to gather user input. Additionally, a
communication adapter 20 connects the bus 12 to a data processing
network 25, and a display adapter 21 connects the bus 12 to a
display device 23 which may be embodied as an output device such as
a monitor, printer, or transmitter, for example.
[0047] FIG. 8 is a flow diagram illustrating a method of analyzing
and generating actionable reports based on activity of users on a
product portal using a Customer Relationship Management (CRM)
application according to an embodiment herein. The product portal
includes multimedia files demonstrating features of a product that
are stored in a database 112 (the product database 112 of FIG. 1)
of an application server (e.g., the application server 104 of FIG.
1). The users have a profile on the product portal. The product
portal includes a plurality of buttons 302-310. In step 802, at
least one input from a plurality of users is processed based on at
least one of a activity of the users the features of the product.
In step 804, an analysis is generated based on the at least one
activity of the plurality of users. In step 806, the actionable
reports are generated based on the analysis.
[0048] A selection of the community buttons 302-310 indicate at
least one of a user response to at least one of the product portal,
or the features of the product. The buttons 302-310 are present on
a plurality interfaces on the product portal. The activity may
include any of a problem level, a problem nature, a disfunctioning,
a new use, a new feature of the product, a behavior of the users on
the product portal, and on the features of the product, or a
geography associated with the users. The actionable reports may be
communicated to at least one Original Equipment Manufacturers
(OEMs).
[0049] The foregoing description of the specific embodiments will
so fully reveal the general nature of the embodiments herein that
others can, by applying current knowledge, readily modify and/or
adapt for various applications such specific embodiments without
departing from the generic concept, and, therefore, such
adaptations and modifications should and are intended to be
comprehended within the meaning and range of equivalents of the
disclosed embodiments. It is to be understood that the phraseology
or terminology employed herein is for the purpose of description
and not of limitation. Therefore, while the embodiments herein have
been described in terms of preferred embodiments, those skilled in
the art will recognize that the embodiments herein can be practiced
with modification within the spirit and scope of the appended
claims.
* * * * *
References