9 Computer software in the nature of a fully integrated end-to-end solution for mail-order, wholesale, retail, Internet and other merchants to market and sell products and manage customer relationships and inventory, namely a front office customer care support and management system for enabling operator assisted sales, service and loyalty activities, and providing customer service representatives access to a comprehensive history of the customer's purchases, service requests, problem resolution, contractual relationships, product relations, customer relations, marketing programs, and campaigns; an electronic customer care support and management system for automated and self-service customer communication and interaction in sales, service and loyalty, that builds upon rule based problem resolution, product relations, customer relations, marketing programs and campaigns, and which also takes into account a comprehensive history of purchase, service requests, and operational real time key figures for the merchant's enterprise; a marketing automation system for design, execution and control of mass-customized and multi-step campaigns and promotions, that use one or more communication channels, e.g. the Internet, Call Center, Sales Force, Broadcast or Print, and that target market segments as well as individuals; a back office customer relationship management system for accounts receivable, accounts payable, order management, account administration and management, coordination with financial institutions, electronic payment, billing, real time enterprise performance reporting and driving, general ledger interaction, sales order processing, product data management, pricing management, customer interaction management and address verification; a warehouse management system for inventory management, order fulfillment, multiple warehouse operation, multi carrier shipment, receiving and return handling; a merchandising management system for automated and/or operator supported inventory procurement, management of stock and replenishment, forecasting of stock needs based upon sales forecast, season, order capture, planned promotion and campaigns, that builds upon rule based process automation and coordination of quantity on hand, and that takes into account the supplier network capabilities and constraints, replenishment lead-time and other factors.
Trademark: 78038798
