Dynamic management of a customer life-cycle value

Patent metadata

Field	Value
Publication number	US-11295320-B2
Application number	US-201715637395-A
Country	US
Kind code	B2
Filing date	Jun 29, 2017
Priority date	Jun 29, 2017
Publication date	Apr 5, 2022
Grant date	Apr 5, 2022

Abstract

Systems, methods, and computer-readable media are disclosed for identifying customers having associated opportunities for improved growth and/or profitability with respect to product or service offerings and determining investment solutions that enhance the probability that the customers transition to the higher growth/profitability opportunities. Prior customer transactions are segmented based on segmentation criteria and used to generate a transaction graph. The nodes of the transaction graph represent the segmented transactions and client transaction paths between the nodes represent potential customer life-cycle trajectories. The transaction graph can be used to identify high-value penetration opportunities.

First claim

What is claimed is:

1. A system for identifying a client penetration opportunity, the system comprising:
at least one memory storing computer-executable instructions; and
at least one processor configured to access the at least one memory and execute the computer-executable instructions to:
segment historical client transactions;
generate a transaction graph comprising nodes representative of the segmented historical client transactions and nodes representative of product or service offerings based at least in part on a client request for quotes (RFQs) that constitute an upgrade, diversification, or penetration into a new market space as compared to an existing product or service offering for a client, the transaction graph further comprising client transaction paths between the nodes, wherein the transaction graph further comprising a loop, the loop including at least two client transaction paths between corresponding nodes, that indicates the client remained with a current offering after submitting the RFQ,
wherein a client transaction path of the client transaction paths is a target trajectory of a life-cycle for a customer, wherein the targeted trajectory is displayed on the transition graph;
determine a respective transition probability for each client transaction path in at least a subset of the client transaction paths, wherein each client transaction path is classified based on performance parameters for each node of the transaction graph;
determine information associated with a pending transaction for a client;
rank penetration opportunities associated with the at least a subset of the client transaction paths based at least in part on each respective transition probability, wherein ranking the penetration opportunities further comprises ranking the penetration opportunities based at least in part on the information associated with the pending transaction for the client;
select a highest ranked client penetration opportunity from the ranked client penetration opportunities; and
in response to selecting the highest ranked client penetration opportunity from the ranked penetration opportunities, generating, using a hardware investment solution determination module, an investment solution for the client penetration opportunity,
wherein the at least one or more processers is comprised in at least one computing device.

2. The system of claim 1 , wherein the at least one processor is configured to select the client penetration opportunity by executing the computer-executable instructions to select a highest ranked penetration opportunity associated with a largest respective transition probability.

3. The system of claim 1 , wherein the client penetration opportunity is an opportunity to upgrade a client to a product or service that provides increased profitability, and wherein the respective transition probability corresponding to the client penetration opportunity is a probability of upgrading the client to the product or service.

4. The system of claim 1 , wherein the at least one processor is further configured to execute the computer-executable instructions to:
associate each respective transition probability with a respective corresponding set of client conditions, wherein the investment solution comprises a modification to at least one client condition associated with the respective transition probability corresponding to the client penetration opportunity.

5. The system of claim 4 , wherein the modification to the at least one client condition causes the respective transition probability corresponding to the client penetration opportunity to increase.

6. The system of claim 1 , wherein the client transaction paths comprise potential client transaction trajectories that include at least one of: an upgrade of a product or service offering, diversification of the product or service offering, or penetration into a new market space.

7. A computer program product for identifying a client penetration opportunity, the computer program product comprising a non-transitory computer readable storage medium having program instructions embodied therewith, the program instructions executable by a processing circuit to cause the processing circuit to perform a method comprising: segmenting historical client transactions; generating a transaction graph comprising nodes representative of the segmented historical client transactions and nodes representative of product or service offerings based at least in part on a client request for quotes (RFQs) that constitute an upgrade, diversification, or penetration into a new market space as compared to an existing product or service offering for a client, the transaction graph further comprising client transaction paths between the nodes, wherein the transaction graph further comprising a loop, the loop including at least two client transaction paths between corresponding nodes, that indicates the client remained with a current offering after submitting the RFQ,
wherein a client transaction path of the client transaction paths is a target trajectory of a life-cycle for a customer, wherein the targeted trajectory is displayed on the transition graph;
determining a respective transition probability for each client transaction path in at least a subset of the client transaction paths, wherein each client transaction path is classified based on performance parameters for each node of the transaction graph;
determining information associated with a pending transaction for a client;
ranking penetration opportunities associated with the at least a subset of the client transaction paths based at least in part on each respective transition probability, wherein ranking the penetration opportunities further comprises ranking the penetration opportunities based at least in part on the information associated with the pending transaction for the client;
selecting a highest ranked client penetration opportunity from the ranked client penetration opportunities; and
in response to selecting the highest ranked client penetration opportunity from the ranked penetration opportunities, generating, using a hardware investment solution determination module, an investment solution for the client penetration opportunity,
wherein the computer program product is comprised in at least one computing device.

8. The computer program product of claim 7 , wherein selecting the client penetration opportunity comprises selecting a highest ranked penetration opportunity associated with a largest respective transition probability.

9. The computer program product of claim 7 , the method further comprising:
associating each respective transition probability with a respective corresponding set of client conditions, wherein the investment solution comprises a modification to at least one client condition associated with the respective transition probability corresponding to the client penetration opportunity.

10. The computer program product of claim 9 , wherein the modification to the at least one client condition causes the respective transition probability corresponding to the client penetration opportunity to increase.

11. The computer program product of claim 7 , wherein the client transaction paths comprise potential client transaction trajectories that include at least one of: an upgrade of a product or service offering, diversification of the product or service offering, or penetration into a new market space.

Assignees

• IBM

Inventors

• Chowdhary Pawan
• Ettl Markus
• Keefer Donald
• Toma Gabriel
• Xue Zhengliang

Classifications

• G06Q30/02 Primary

  Marketing; Price estimation or determination; Fundraising · CPC title

• G06Q30/00

  Commerce · CPC title

• G06Q30/0202

  Market predictions or forecasting for commercial activities · CPC title

• G06Q10/0637

  Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals · CPC title