Dynamic customer relationship management while maintaining customer privacy

Patent metadata

Field	Value
Publication number	US-9978070-B1
Application number	US-201414306701-A
Country	US
Kind code	B1
Filing date	Jun 17, 2014
Priority date	Jun 17, 2014
Publication date	May 22, 2018
Grant date	May 22, 2018

Abstract

Functionality is disclosed herein for providing messages specified by a third party to customers of an electronic marketplace while maintaining customer privacy. An occurrence of a customer relationship management event configured by a third party is detected and a message is provided to one or more customers of an electronic marketplace. Actions of customers of the electronic marketplace might be tracked that relate to the message. Analytics may also be provided to a third party while maintaining customer privacy.

First claim

What is claimed is:

1. A non-transitory computer-readable storage medium having computer-executable instructions stored thereupon which, when executed by a computer, cause the computer to:
receive, from a computing device associated with a software provider that submitted a software product to an electronic marketplace, CRM event data identifying a CRM event to monitor and content of a message associated with the CRM event, wherein the CRM event is one or more of a new customer event associated with a new customer acquiring a right to use the software product, a usage event indicating one or more of a usage data indicates a usage of the software product is below a first threshold and the usage data indicates the usage of the software product is above a second threshold, or a configuration event associated with one or more incorrect configuration settings associated with the software product;
monitor the usage of the software product via one or more computers of a service provider network;
generate the usage data of the software product via one or more computers of the service provider network based, at least in part, on the monitoring;
access, from a memory of the service provider network, information relating to the software product, the information including the CRM event data, customer information associated with customers of the service provider network utilizing the software product, and the usage data for the software product, wherein at least a portion of the information is generated via one or more computers associated with one or more of the electronic marketplace and the service provider network;
detect, based at least in part on a programmatic analysis of the information by one or more computers of the service provider network, an occurrence of the CRM event;
access a message that is associated with the CRM event, wherein the software provider defines at least a portion of content of the message;
identify one or more customers of the electronic marketplace to receive the message;
provide, on behalf of the software provider, the message to the one or more customers of the electronic marketplace;
track one or more actions by at least a portion of the customers of the electronic marketplace relating to the message;
and provide analytics from the electronic marketplace to a third party associated with the software provider that includes information relating to an effectiveness of the message and includes anonymized customer information.

2. The non-transitory computer-readable storage medium of claim 1 , wherein the CRM event is one or more of the new customer event, an upgrade event, the usage event, or the configuration event.

3. The non-transitory computer-readable storage medium of claim 1 , wherein the usage data comprises an amount of time the software product has been executed on one or more computers of the service provider network, wherein the service provider network is associated with the electronic marketplace.

4. The non-transitory computer-readable storage medium of claim 1 , further comprising accessing settings used to execute the software product on the service provider network to generate the configuration information.

5. The non-transitory computer-readable storage medium of claim 1 , having further computer executable instructions stored thereupon to receive options that define one or more settings relating to the CRM event.

6. A system, comprising:
one or more computer systems associated with a service provider network configured to
monitor usage of a software product;
generate usage data of the software product based, at least in part, on the monitoring; and

a CRM computing device coupled to the one or more computer systems operative to
detect an occurrence of a customer relationship management (CRM) event related to the software product, wherein the CRM event is one or more of a new customer event associated with a new customer acquiring a right to use the software product, a usage event indicating one or more of the usage data indicates a usage of the software product is below a first threshold and the usage data indicates the usage of the software product is above a second threshold, or a configuration event associated with one or more incorrect configuration settings associated with the software product,
at least partly in response to detecting the occurrence of the event, identify one or more of the customers of an electronic marketplace to receive a message that includes content received from a computing device associated with a third party software provider, and

cause the message to be provided the one or more customers.

7. The system of claim 6 , wherein the usage data comprises configuration information that indicates configuration settings for at least a portion of the software products.

8. The system of claim 6 , wherein the software product is configured to execute on the service provider network.

9. The system of claim 6 , wherein the CRM computing device is further operative to provide a CRM tool that provides user interface elements operative to receive settings relating to a configuration of the CRM event and the message.

10. The system of claim 6 , wherein the CRM computing device is further operative to track actions of at least a portion of the customers that occur on the electronic marketplace that relate to the message.

11. The system of claim 10 , wherein the actions comprise one or more of an upgrade to the software product, an update to a configuration of the software product, or an access to help for the software product.

12. The system of claim 6 , wherein the CRM computing device is further operative to provide analytics to the third party software provider that relate to an effectiveness of the message.

13. The system of claim 12 , wherein the analytics are anonymized to remove personally identifiable information from the customer information.

14. The system of claim 6 , wherein the CRM event further comprises a custom event.

15. The system of claim 6 , wherein the usage data comprises one or more of a type of virtual machine instance utilized to execute the software products, a number of virtual machine instances utilized to execute the software products, or one or more types of computing resources used to execute the software products.

16. A computer-implemented method to communicate with customers of an electronic marketplace while maintaining customer privacy, the method comprising performing computer-implemented operations for:
monitoring usage of a software product via one or more computers of a service provider network;
generating usage data of the software product via one or more computers of the service provider network based, at least in part, on the monitoring;
detecting an occurrence of a customer relationship management (CRM) event that relates to the software product provided by a third party software provider via one or more computers of the service provider network, wherein the CRM event is one or more of a new customer event associated with a new customer acquiring a right to use the software product, a usage event indicating one or more of the usage data indicates a usage of the software product is below a first threshold and the usage data indicates the usage of the software product is above a second threshold, or a configuration event associated with one or more incorrect configuration settings associated with the software product, in response to detecting the occurrence of the CRM event, creating a message that includes content received from the third party software provider, identifying one or more customers

Assignees

• Amazon Tech Inc

Inventors

• Peterson Robert David
• Tyra Andrew Sean
• Mikula John Christopher

Classifications

• G06Q30/0615

  Anonymizing · CPC title

• G06Q30/01 Primary

  Customer relationship services · CPC title

• G06F21/6254 Primary

  by anonymising data, e.g. decorrelating personal data from the owner's identification · CPC title