Abstract: A loyalty suite business method is described for building profitable customer relationships. The method is based on a combination of Customer Relationship Management (CRM), Business Intelligence (BI) and Customer Value Management (CVM). The structure of the method is based on an engagement model, followed by phases, activities, tasks, work products and technique papers. The Loyalty Suite approach takes a customer-centered view and integrates CRM operational processes, customer collaboration touchpoints and CRM analytical processes. This results in identification of factors which engender loyalty from a customer perspective. This then determines the enablers and capabilities needed by a client enterprise seeking to deliver customer value.

Abstract: A system and method for linking Quality Function Deployment (QFD) data and actual process data is provided and uses a knowledge based expert system in combination with QFD principles to provide an interactive system capable of allowing dynamic changes to a manufacturing process in response to customer input regarding their requirements and ultimate satisfaction. The system expands upon a central element of QFD analysis, relationships between objects, by providing navigation and manipulation aids. Dynamic evaluation is possible and enables the detection of shifts in customer preference or needs. This is accomplished in part by remodeling the QFD House of Quality by enlarging it to accommodate additional matrices of data not previously associated with the QFD house. Further, a relational database is provided for correlating data about the manufacturing process and customer needs as well as new matrices, one of which maps product parameters to the customer data or the manufacturing process data.