WO2000067145A2

WO2000067145A2 - Network-based post-purchase and customer relationship management platform

Info

Publication number: WO2000067145A2
Application number: PCT/US2000/010607
Authority: WO
Inventors: Robert Macnaughton; Thomas Jung
Original assignee: Marketdrive Interactive, Inc.
Priority date: 1999-04-29
Filing date: 2000-04-20
Publication date: 2000-11-09
Also published as: WO2000067145A8; AU4649400A

Abstract

A computer program and system provide a customer relationship management platform following the sale of a product whereby the customer relationship between the manufacturer, retailer and consumer is improved and extended. Information relating to the purchased product is retrieved from source databases and made accessible to the purchaser, the retailer and/or the manufacturer via a network preferably by password accessing a personalized web page. A holding pool database may be generated to store the information. Other information related to the purchased product such as input from the purchaser, retailer and/or manufacturer is also retrieved and made accessible. Purchasers of same or similar products may be sources of additional information. Links are provided to enable easy access to other databases potentially having information related to the purchased product. The platform may also be used as a vehicle for the dissemination of information to consumers by the retailers and/or manufacturers. Retailers and/or manufacturer may also build individual consumer profiles through the use of demographic/pyschographic surveys and monitoring use of the web site. Information to be posted may include an email from the purchaser, perhaps to the retailer or the manufacturer. In this case, the email is posted to a list server and an archive database accessible by each of the purchaser, purchasers of same or similar products, the retailer and the manufacturer. An administrative database of prohibited sequences is also generated for prospectively screening the email prior to posting to the dcatbase by cheeking whether any of the content of the email matches any of the prohibited sequences in the administrative database, and returning the email to the purchaser when any sequence in the email matches a prohibited sequence in the administrative database.

Description

IN THE UNITED STATES PATENT AND TRADEMARK OFFICE APPLICATION FOR PATENT

Title: Network-Based Post-Purchase and Customer

Relationship Management Platform

BACKGROUND OF THE INVENTION

1. FIELD OF THE INVENTION

The invention relates to a computer program and system for providing customer relationship management following the purchase of a product, and particularly to a network-based post-purchase platform for providing personalized, timely and relevant information related to the product and/or the retailer or manufacturer to the purchaser, and customer relationship management and consumer information to a retailer and/or a manufacturer of the product.

2 DISCUSSION OF THE RELATED ART

Following a purchase of a big ticket item such as a motor vehicle, a home or an appliance, the purchaser faces a wide range of customer service needs and wants. For example, a motor vehicle should be serviced from time-to-time both for ordinary wear and for other repair needs not contemplated but some of which inevitably arise. It is often difficult for a purchaser to remember when routine servicing is to be performed. Moreover, a purchaser may choose to repair or replace broken items him or herself or to "shop-around" rather than risk paying exorbitant service costs. The purchaser may not know where to get replacement parts or even which ones s/he needs. The purchaser may believe that the retailer or the manufacturer is responsible for a particular repair, but finds that it is too time intensive to deal with either of them either over the phone or in person.

The retailer and the manufacturer are each interested in establishing excellent customer relationships with purchasers of their products. However, providing the highest level of customer service is often cost-prohibitive. For example, it is difficult to address every concern of every purchaser in a timely manner, especially when "phone-tag" is part of the routine. Moreover, it is difficult for retailers to keep the purchaser appraised of certain kinds of information and recent developments relating to their purchase, such as publication of technical service bulletins and recall notices, updated price guides, availability of aftermarket accessories and equipment, and upcoming service schedules, when the retailers do not receive timely information from the manufacturer. A cost-efficient post-purchase and customer relationship management platform for interaction between the purchaser, the retailer and/or the manufacturer would be desirable.

It is also valuable from a marketing standpoint for the manufacturer, as well as the retailer, to be privy to input from purchasers, such as their opinions about aspects of the product they have purchased and the customer service being provided, information about their product in the aftermarket. current trends, and information including demographic and psychographic information about consumers, so that they may access and update their product, customer relationship management and marketing agenda. Purchasers are often happy to provide such information, but not at the convenience of the manufacturer. Rather, purchasers prefer to exchange information through interaction with other purchasers, or when it is in their interest to provide such information, such as when they believe a retailer or manufacturer having such information will be able to provide better customer service to them. A platform where manufacturers, as well as retailers, may retrieve timely, reliable and cost-efficient marketing information from consumers is desired. Prior to purchase, consumers are bombarded by salespersons who build up the product and cater to the consumer's every request, often going to great lengths to answer questions. However, after the purchase is made, the salespersons go away and the purchaser is left with "customer service" as the only recourse. Customer service often includes lengthy automated voice- messages and menus which end in the consumer leaving a voicemail message in some voicemailbox which never gets returned. A poor post-purchase customer service relationship, notwithstanding the inherent qualities of the product itself, can cause a purchaser to have buyer's remorse or to feel and speak negatively about the product, the retailer and/or the manufacturer. It would be desirable for all parties to have a platform for establishing a positive and interactive post-purchase relationship at low cost.

The internet is being used today to provide a variety of services to consumers and businesses. For example, Mindersoft, Inc. provides an email reminder service for such things as anniversaries, birthdays and other important dates, the latest music, video and book releases and more. In particular with respect to automobiles, one may input the make, model, mileage, and year of their automobile at Lifeminders.com, and the service will provide estimated regular maintenance and driving tips and updated bluebook values. In addition, Stoneage.com is a web site wherein a consumer desiring to purchase a product such as an automobile may find information to help them make an informed purchase. The site also provides oil change reminders.

Also of note on the internet is Carpoint.msn.com. This web site is dedicated to automobiles. As with Lifeminders.com. a user may enter the make, model, mileage and year of his/her automobile, and the service provides information such as blue book value, scheduled maintenance, oil changes, parts and labor costs, recall notices, seasonal advice, insurance, news and interior and exterior views of the inputted automobile.

There are. however, no sites which provide personalized post-purchase customer service such as that which a purchaser might expect or desire directly from the retailer and/or manufacturer of a purchased product. Also, no sites provide the retailer and/or the manufacturer of a product with post- purchase input directly from purchasers of its products. The sites described above, e.g., do not provide for any post-purchase dialog between the purchaser and the retailer and/or manufacturer of a product.

A significant objective of any company is to build their own brand. However, from the perspective of the manufacturer and/or retailer, this can be problematic. For example, the objectives and strategies of a third party provider who is attempting to establish their own brand may differ , and often conflict, with the objectives and strategies of the manufacturer and/or retailer. Also, should the end consumer have a poor experience with the third party provider, the consumer may then have a negative perception of the manufacturer and/or retailer having nothing to do with the interaction between the third party provider and the consumer. Thus, manufacturers and/or retailers desire to offer post-purchase functionality, and provide it via a supplier who is trying to establish the brand of the manufacturer and/or retailer, rather than the supplier's own brand. This would allow the manufacturer and/or retailer to have ultimate stewardship of their own brand and identity.

SUMMARY OF THE INVENTION

An interactive network, whether it be the web. an LAN. or otherwise, can be used to satisfy the desires of purchasers, retailers and manufacturers as described above. The present invention envisions such network use to provide post-purchase and customer relationship management platforms, particularly suited for big ticket items such as motor vehicles, but extendable to purchasers, retailers and manufacturers of any products wherein interaction and exchange of information would benefit all involved parties.

The platform of the present invention permits the purchaser and the retailer and/or the manufacturer of a purchased product to communicate directly and efficiently, such that the purchaser may receive enhanced customer service, additional post-purchase marketing notices and product and service information, and the retailer and/or the manufacturer may receive after market input from and access to the purchaser and other consumers of their products. Making these and other information particularly available to the purchaser resulting in a positive post-purchase experience for him or her without high cost to the manufacturer or retailer is desired by everyone.

The invention in one aspect provides a first computer program including instructions for causing one or more computer systems to provide a network-based customer relationship platform following the purchase of a specific product of a manufacturer from a retailer by a purchaser, wherein the specific product is the particular one purchased by the purchaser. The program causes the computer systems to retrieve information from one or more source databases relating to the product. In a preferred embodiment, the computer systems generate one or more "holding pool" databases to store the retrieved information relating to the product. The information is made accessible to the purchaser and the retailer and/or manufacturer. The holding pool database may be distinguished as being dedicated to information relating to the product, and be designated by a serial number for the product such as a V.I.N. (vehicle identification number), or by the purchaser's name or other personal information.

The computer systems also receive additional information, and preferably store the additional information in the holding pool database, wherein the additional information is related to the purchased product and input from the purchaser, as well as from the retailer or manufacturer. Preferably, the purchaser, the retailer and the manufacturer of the product may each input and/or retrieve information in accord with the present invention, and particularly to/from the holding pool database. Links may be created at the web page to other web sites having information related to the purchased product.

Information to be posted may include an email from the purchaser to the retailer and/or the manufacturer, or vice-versa, or between purchasers. The email may be distributed to the intended recipient, a list server and/or an archive database. The periodic list server may be readable by the purchaser, and purchasers of same products and purchasers of similar products, as well as the retailer and/or the manufacturer. The archive database may be configured to be searchable by the purchaser, the retailer and the manufacturer. An administrative database of prohibited sequences may also be generated, for prospectively screening the email prior to posting to the list server or archive database by checking whether any of the content of the email matches any prohibited sequence in the administrative database, and returning the email to the purchaser when any sequence in the email matches a prohibited sequence in the administrative database.

The invention in another aspect provides a second computer program for providing a network-based customer relationship management platform following the purchase of a product of a manufacturer from a retailer by a purchaser. The second program includes instructions to the computer for retrieving information from source databases, and preferably generating a holding pool database of the retrieved information, relating to the purchased product, distributing an email from the purchaser to an intended recipient, posting the email to a periodic list server which is readable by the purchaser of the product, purchasers of same products and purchasers of similar products as the purchased product, and configuring the archive database to be searchable by each of the purchasers of the purchased, same and similar products. The retailer and/or the manufacturer may also have access to the information including preferably the holding pool database, the list server and/or the archive database.

The invention in yet another aspect provides a data processing system for maintaining a network-based post-purchase and customer relationship management platform comprising a network configured for retrieving information from one or more source databases, and preferably generating a holding pool database for storing the information, wherein the information is accessible by selected users of the network. The information and the holding pool database are each dedicated to information related to the purchased product. The purchaser and the retailer and/or manufacturer each have access to one or more computers each including a processor configured to run one or more browsers. The computers and the network are further for inputting additional information relating to the purchased product, and preferably for posting the additional information related to the purchased product to the holding pool database, from the purchaser and the retailer and/or manufacturer.

The invention in another aspect provides the retailer, such as an automobile dealer, an interface including an individual, personalized website for each customer. The platform includes individual password-protected websites for each new vehicle sold, and provides a high technology, interactive marketing arm for manufacturers and retailers and facilitates market and consumer research.

The invention in another aspect enhances and streamlines the service relationship in the automobile industry through "push" e-mail technology, online service scheduling and a personalized vehicle receipt repository. A community of interest allows for problem solving in which member may clarify issues as a "collective whole" through unique methods of information exchange and "ask the expert" functionality. Affinity group discounts, online shopping for after-market accessories and automobile insurance, recall notification, price guides for service parts and labor, and information regarding local events of common interest.

The invention in another aspect achieves an internet-based product that maintains customers^' vehicle service history records on a web site page. In addition to providing an electronic repository of their maintenance and repair history, the system also provides an array of e-mail reminders and announcements, all designed to increase service appointments and sales, as well as building enhanced post-purchased relationships with customers. Customers may schedule service appointments, track their repair and maintenance records, purchase parts, accessories, clothing, etc.. review vehicle recalls and bulletins, and provide a forum for two-way communication between any of customers, retailers, and manufacturers, including amongst themselves.

The invention in another aspect allows vehicle maintenance and repair records to be downloaded from retailership records maintained in the ADP. Reynolds & Reynolds systems and other dealer management systems. As repairs are completed and entered into the retailer's system, an interface is built such that the entered information is captured for the customer^'s web page. In addition, the customer may input service history as well through an administrative interface. Programmed into the system are service reminders and other outbound messages designed to bring the customer back in for needed maintenance, and also to help cement the relationship between the customer, the retailer and the manufacturer. A pricing guide is also available, giving the customer the opportunity to price out the maintenance requested.

The invention in another aspect provides value-added information to customers to attract them, especially when coupled with e-mail reminders. Linking the customer to the page right from the e-mail draws them to the page. Customers may have access to greater amounts of information both by visiting their personal site and through the e-mail bulletins and reminders "pushed" out. The retailer^'s logo may appear at any or every page display. One click on the logo and the customer may go back to a retailer-controlled site. Access to retailer-controlled sites may be had via links at the personalized web sites, such that the manufacturers site may be bypassed. The retailer^'s site may also be accessed by using the "back" button on the browser being used.

In another aspect of the invention, any elements not desired at the retailer level may be removed. For example, one feature which allows customers to post their vehicles for sale, directly from one customer to another, may be removed if the retailer so desires. Another feature wherein customers may participate in a discussion forum which may turn into a "carping" forum when widespread problems are occurring with particular vehicles may be modified. The retailers and manufacturers may customize the sites they will use to suit their agreed upon best interests. For example, the web sites may be limited to offering online vehicle history and associated e-mail based communication for the service department.

BRIEF DESCRIPTION OF THE DRAWINGS

Fig. 1 illustrates a home page in accord with a preferred embodiment of a post-purchase and customer relationship management platform of the present invention.

Figs. 2A-2D illustrate pull-down bullet executables associated with the major categories shown at the sample home page of Fig. 1.

Fig. 3 illustrates a receipts repository feature of the home page of Fig. 1.

Fig. 4 illustrates a recall and bulletin notices feature of the home page of Fig. 1.

Fig. 5 illustrates a service and/or repair scheduling feature of the home page of Fig. 1.

Fig. 6 illustrates a service and/or repair price guide feature of the home page of Fig. 1.

Fig. 7 illustrates a frequently asked repair questions feature of the home page of Fig. 1 .

Fig. 8 illustrates an "ask the expert" feature of the home page of Fig. 1.

Fig. 9 illustrates a feature of the home page of Fig. 1. wherein a purchaser may post an email message or search the archives of email messages sent by purchasers of same or similar products.

Fig. 10 illustrates an events feature of the home page of Fig. 1.

Fig. 1 1 illustrates a news feature of the home page of Fig. 1.

Fig. 12 illustrates photographs of a gallery feature of the home page of Fig. 1.

Fig. 13 illustrates a links feature of the home page of Fig. 1. Fig. 14 illustrates a logo merchandise feature of the home page of Fig. 1.

Fig. 15 illustrates an aftermarket accessories feature of the home page of Fig. 1.

Fig. 16 illustrates an insurance feature of the home page of Fig. 1.

Fig. 17a illustrates a classified ads feature of the home page of Fig. 1. wherein a classified ads search may be entered.

Fig. 17b illustrates search results obtained after the search of Fig. 17a is executed.

Fig. 18 illustrates a bulletin board feature available via the home page of Fig. 1.

Fig. 19 illustrates a swap meet feature of the home page of Fig. 1.

Fig. 20 illustrates a data processing system according to the preferred embodiment of the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

Fig. 1 illustrates a sample home page of the web site generated following the purchase of a Porsche 911 automobile by John in accord with the present invention. This web site may be accessible by the retailer and/or the manufacturer using a computer with a browser. The home page is preferably password accessible. The title 2 of the home page clearly indicates that John is the proud possessor of both a Porsche 91 1 and a web site dedicated thereto. A picture 4 of the Porsche 91 1 resides at the top of the home page. Just beneath the picture 4 of John^'s Porsche at his home page is some "Latest News" 6 including stories that would objectively be of interest to John as a Porsche 91 1 owner. The latest news 6 may appear as hyperlinks, also at the home page are a group of executables 8. The "Service" 10, "Community" 12. "Shop Online" 14 and "Market Space" 16 executables represent major categories within which John can find information relevant to his Porsche 911. There is also a "Log Out" executable 18. The Porsche crest may be a link to Porsche^'s web site. The dealer logo. e.g.. European Auto Service, indicates that European Auto Service is John^'s preferred service provider. John may change his preferred service provider at any time. The default service provider is the Porsche retailer from whom John purchased his Porsche 91 1.

Figs. 2A-2D illustrate pull-down bullet executables associated with the major categories shown at the sample home page of Fig. 1. When John executes any of the major categories 10, 12. 14 or 16. a sub-group of sub- categories preferably including those found at Figs. 2A. 2B, 2C or 2D. respectively will appear on the display screen of John^'s computer.

When John executes the Service category 10, the group of executable sub-categories that appear on his screen preferably includes "receipts repository" 20, "recall and bulletin notices" 22, "service scheduling" 24, "service and repair price guide" 26, "frequently asked repair questions" 28 and "ask the expert" 30. When John executes the Community category 12, the group of executable sub-categories that appear on his screen preferably includes "email communicator" 32, "events" 34, "news" 36, "gallery" 38 and "links" 40. When John executes the Shop Online category 14, the group of executable sub-categories that appear on his screen preferably includes "logo merchandise" 42, "after-market accessories" 44 and "insurance" 46. When John executes the Market Space category 16. the group of executable sub- categories that appear on his screen preferably includes "classifieds" 48. "bulletin board" 50 and "swap meet" 52.

Fig. 3 illustrates information available to John by executing the receipts repository 20 sub-category of the "Service" 10 category at His home page. A list of services and/or repairs which have been performed on John^'s Porsche 91 1 are located in John^'s receipts repository 20, wherein John^'s name, and information about his motor vehicle including the vehicle identification number (VIN) are headers. If the vehicle was serviced by the retailer, then the information is preferably pulled from the retailer^'s management svstem. If the vehicle was serviced elsewhere, then John mav input the information himself, or the system may be configured to pull the information from the affiliated servicer^'s management system. In addition, from a manufacturer^'s perspective, this process can be used as a check to ensure that retailers are not engaging in activities such as warranty fraud. Alternatively, another servicing professional affiliated with the retailer and/or manufacturer of John^'s Porsche and having access to the network may input the information.

A table listing the date of each service or repair, the mileage of the Porsche at the time of the service or repair, and a brief description of the service or repairs performed is included at John^'s receipts repository 20. As shown in Fig. 3, such items as 15K and 30K mile service, mounting and balancing of rear tires and miscellaneous repairs such as to the cruise control, the installation of window frame and glass and getting a smog certificate are all examples of records of service and/or repair items that might be stored at the receipts repository 20. Any repair or service performed on John^'s Porsche 91 1 may be found at the receipts repository 20 for easy reference as needed.

Additionally, each of the items in Fig. 3 is shown as a "Certified Service Record". Repair entries having a green check have been downloaded from the dealer^'s management system, i.e.. they are "authenticated." Any repair entries not having any check mark would have been entered by the purchaser/owner, unsubstantiated by verifying documentation such as a receipt. These entries are deemed to be unauthenticated. Any repair entries having a blue check are those that the owner or another entity entered, but this time which are backed up by supporting documentation such as a receipt, repair order or invoice.

Fig. 4 illustrates a way John may obtain recall and bulletin notices 22 from the manufacturer under the "Service" 10 categor of his sample home page. John may enter the make, model and year of his automobile, e.g.. 1998 Porsche 91 1. and indicate the type of bulletin, e.g.. technical or recall, that he would like to be search for. which have been input to a database by the manufacturer. Then, any bulletins associated with the information John entered would appear. Alternatively, the make, model and year of John^'s automobile may be maintained as 1998 Porsche 91 1. and technical and recall bulletins may be added and updated automatically and/or periodically by the manufacturer and may be accessed by executing the recall and bulletin notices 22 sub-category.

Fig. 5 illustrates a way John may schedule a service appointment under the "Service" 10 category of his sample home page. To schedule service or repairs for his Porsche 91 1 , John may first enter information about himself which may be maintained as default information. The default information may include John's full name and address, phone number(s). email address(es) and a best time of day to receive calls, e.g., morning or afternoon. John may then enter a desired date and time for the service or repair, and the make, model, year and mileage of his automobile. Again, the information "1998 Porsche 911 " may be maintained as John's default information. Then, John enters the type of service or repair he is looking for, possibly by clicking on an item from a group of common services and/or repairs, or by otherwise entering the service or repair desired, such as by keyboard or voice entry. When he is satisfied with the information he has entered, John may click "submit" and the information is sent to the retailer or affiliated servicer for scheduling of an appointment.

Fig. 6 illustrates a way John may utilize a service and repair price guide 26 under the "Service" 10 category of his home page. After executing the service and repair price guide 26. a list of executable items appears including common services and/or repairs such as those shown in Fig. 6 including airbag. wheel alignment, replace battery, replace brake fluid, front brakes, rear brakes, oil change, oil change with filters and replace starter. Of course many other service and/or repair items may also be included. In addition, John may be able to enter an item not listed and receive price information, e.g.. after the retailer or servicing affiliate reviews the input and responds with the information. When John executes one of the items, an estimated labor rate, number of hours and high and low price ranges for the service or repair appears for him to review. The price guide 26 is advantageous because it informs John so that he will know whether to pursue such service or repair depending on his own budgetary constraints and if so, whether a repair shop and/or dealer is offering a fair price for the service or repair.

Fig. 7 illustrates a way frequently asked repair questions 28 are posted under the "Service" 10 category of John's Porsche 91 1 page. Such questions may appear in question and answer (Q & A) form. John might choose to browse the frequently asked repair questions 28 to find the answer to a particular question, or to just to find out some information about motor vehicle repairs.

Fig. 8 illustrates a way John may "ask the expert" 30 under the "Service" 10 category of the his Porsche 91 1 page. John simply enters his email address, information about his automobile including year, make, model and/or VIN, all of which may be maintained as default information. Then, John may submit a specific question about which he is seeking an answer. A service and/or repair expert would then provide an answer at least to John, e.g.. by sending John an email at the email address he listed. John^'s question and the Expert^'s answer may also be added to the frequently asked questions 28 sub-catego . The question and answer may also be sent to a list server. email group or bulletin board available to other purchasers of same or similar products who might have similar questions, either presentl or in the future. In that regard, the question and answer may be archived for later searching by a purchaser seeking an answer to a service or repair question.

Fig. 9 illustrates a wa> John may send or post an email message or note to a bulletin board, list server, email group, etc.. or search an archive oi email messages sent by purchasers of same or similar products under the "Community" 12 category of his home page. If John wishes to send or post an email message, he enters the information and executes a "post message" icon to submit the email message to the bulletin board, list server, and/or email group, or some other location accessible by other persons. The email message may automatically be sent to predetermined places, or alternatively, John may be able to select where his message is posted or sent to. John^'s message will preferably also be added to an archive database of information including email messages formerly sent by John and others. John^'s message may be sent to the archive immediately or after a predetermined time or after it is removed from another service such as a bulletin board, list server, etc.

John may be able to search the archive himself to find out some information he is seeking. John would enter a search keyword or string, and submit the search by executing the "search archives" icon shown in Fig. 9. Then, a search engine would search the archive for messages or notes, and provide that information for John to browse.

Fig. 10 illustrates information available at the events 34 bullet under the "Community" 12 category of John's home page. By executing the events 34 bullet, John can access a table. The illustrative table shown in Fig. 10 includes events related to his Porsche 91 1 including the date and time, location and contact person for the event. The contact person's phone number and/or email address may be shown.

Information may appear at the events 34 bullet due to any one. any combination of. or all of the following. First, editors may be assigned to keep abreast of auto events and a database may be maintained by the editors of any and all such events. The editors may do so by subscribing to owner clubs, surfing the internet and aggregate info, subscribing to magazines, etc. Second, the manufacturer and/or retailer may supply the information. Third, interfaces may be created wherein public and/or vehicle organizations, such as car owner clubs, may add events to the events database.

Fig. 1 1 illustrates information available at the news 36 bullet under the "Community" 12 category of John^'s home page. John can read a series of news articles related to His Porsche 91 1 by first executing the news bullet. The news articles are titled and dated and ordered either by relevance or date or some other factor or a combination of factors. Fig. 12 illustrates photographs available at the gallery 38 bullet under the "Community" 12 category of the sample home page of Fig. 1. The gallery 38 includes photographs which may have been uploaded by other Porsche 91 1 owners and/or a broader category of Porsche or sportscar owners, and/or by John himself. That is, John may upload a picture of his Porsche 911 for himself and others to see.

Fig. 13 illustrates links 40 accessible under the "Community" 12 category of the John's home page. John may execute any of the links 40 and be taken to another web page or database related or significant to John as a Porsche 91 1 owner, or as a motor vehicle owner, generally. For example, there may be links 40 to such web pages as Road and Track, AAA, Porsche. PCA or other sites or databases such as those John, the retailer or the manufacturer may deem important. John may create links himself and add them to the links 40 group.

Fig. 14 illustrates information about logo merchandise 42 available under the "Shop Online" 14 category of the John^'s home page. Logo merchandise 42 featured at John's home page may include Porsche accessories, hats, jackets, sweatshirts and tee shirts. Pictures may appear displaying the logo merchandise 42. Links may be provided so that John can easily get more information about and/or order any of the logo merchandise 42 appearing at his home page.

Fig. 15 illustrates information about aftermarket accessories 44 available under the "Shop Online" 14 category of John^'s home page. Aftermarket accessories appearing at John^'s home page may include interior items such as steering wheels, stick shift levers, seat covers and floor mats, and exterior items such as spoilers, wheels and other utility or cosmetic items. Links may be provided so that John can easily get more information about and/or order any of the aftermarket accessories 44 appearing at his home page. John can also purchase the item online using the underlying shopping engine within the platform.

Fig. 16 illustrates insurance 46 companies about which information is available under the "Shop Online" 14 category of John^'s home page. Links may be provided to web sites or databases of these companies so John can easily get quotes or other information.

Fig. 17 illustrates the way classified 48 advertisements may be browsed and/or submitted under the "Market Space" 16 category of John^'s home page. The classified 48 space has all the features of conventional classified sections, and the classifieds 48 may be searched and ordered for easy browsing tailored to John^'s particular interests.

Fig. 18 illustrates the bulletin board 50 available under the "Market Space" 16 category of John^'s home page. The bulletin board 50 has all the features of conventional bulletin boards, and the bulletin board 50 may be searched and the items appended thereto ordered and selected by a processor for easy browsing tailored to John's particular interests.

Fig. 19 illustrates the swap meet 52 available under the "Market Space" category of John^'s home page. Information at the swap meet 52 can be updated, e.g., the same way that the news and/or events described earlier are updated.

Each of the above sub-categories is accessible by John, and some or all allow John to modify the content to suit his needs. In addition, the retailer and/or manufacturer may have access for retrieving information and/or for posting information. In this way. John and the retailer and/or the manufacturer of John^'s Porsche 91 1 may access information from each other, and have an efficient communication platform. In addition. John and the retailer and/or manufacturer may have access to information related to purchases and purchasers of same or similar products as John^'s Porsche 91 1. Moreover. John has an easy way to take care of his post-purchase needs and wants. The present invention clearly benefits each of John, the retailer and the manufacturer and/or purchasers of same or similar products.

A system is shown in Fig. 20 for providing the post-purchase platform described above. The system includes a computer network 54. e.g.. the world-wide-web. that each of the manufacturer, the retailer and the purchaser may access. Each of the purchaser, the retailer and the manufacturer

access the network 54 using a computer 56. Each computer 56 has a processor 58. The processor 58 is configured to run one or more browsers 60 stored on the computer 56 and/or on the network 54. Preferably, a web-page is generated by the processor 58 running the browser 60. Each of the manufacturer, the retailer, and the purchaser may access information accesible via the network 54.

Following the purchase of a product, information relating to the product is selected from data stored in source databases 62. Preferably, that information is then stored in a holding pool database 64. Whether or not the holding pool database 64 is used, the information is configured to be accessible from a computer 56 connected to the network 54. Next, other information may be made accessible by a computer 56 connected to the network 54. Such information may include information relating to the product and input by the retailer, the purchaser and/or the manufacturer.

Next, of the information selected and configured to be accessible by a computer 56 connected to the network 54, some of that information may be configured, based on parameters input from the purchaser, the retailer and/or manufacturer, to be inaccessible to any of the purchaser, retailer and manufacturer. For example, if the purchaser lives in Northern California, he may configure information about events relating to his product occurring outside of Northern California to be inaccessible to him. In addition, the retailer or manufacturer might configure certain information to be inaccessible to the purchaser, depending on their marketing strateg) . The purchaser mav have more limited access than the retailer and/or the manufacturer depending on how the retailer and/ or manufacturer choose to provide their service and depending on preferences input by the purchaser.

Preferably, each of the retailer, the manufacturer and the purchaser may input, write or store information at the holding pool database. Also, information may be sent or received by any user having access to the network 54. Such persons might be purchasers of same or similar products, or anyone else who is granted password access to the network. Preferably the world wide web is used to carry out the preferred embodiment.

Those skilled in the art will appreciate that the just-disclosed preferred embodiment is subject to numerous adaptations and modifications without departing from the scope and spirit of the invention. Therefore, it is to be understood that, within the scope of the appended claims, the invention may be practiced other than as specifically described above.

Claims

What is claimed is:

1. A computer program for use with a computer network having electronic access to one or more source databases and one or more computers having processors particularly for running browsers and providing a network-based customer relationship management platform following the purchase by a purchaser of a specific product made by a manufacturer and sold by a retailer to the purchaser, the program causing said one or more computers to perform the steps of: selecting first information relating to the product from data stored in said one or more source databases; configuring said first information to be accessible by each of said purchaser and said retailer via said network; configuring second information relating to the product and input by said retailer to be accessible by each of said purchaser and said retailer via said network; and configuring third information relating to the product and input from said purchaser to be accessible by each of said purchaser and said retailer via said network.

2. The program of Claim 1. wherein said first, second and third information configuring steps include the steps of storing said first, second and third information, respectively, in a holding pool database.

3. The program of Claim 1. further causing the one of more computers to configure said first, second and third information to be accessible by said manufacturer of said purchased product.

4. The program of Claim 3, further causing the one or more computers to perform the step of configuring fourth information related to the purchased product and input by said manufacturer to be accessible by each of said purchaser, said retailer and said manufacturer.

5. The program of Claim 4. wherein said fourth information configuring step includes the step of storing said fourth information in said holding pool database.

6. The program of Claim 4, wherein said fourth information includes one or more of e-mail, recall, technical bulletin and service scheduling notices.

7. The program of Claim 1. further causing the one or more computers to perform the step of creating links for accessing information at other databases related to said purchased product.

8. The program of Claim 1 , wherein said purchased product is a motor vehicle.

9. The program of Claim 1, wherein said first and second information includes specific information about said purchased product.

10. The program of Claim 9. wherein said specific information includes one or more of a previous service record for the purchased product, a scheduled service calendar for the purchased product, a photograph of the purchased product, a classified advertisement related to the purchased product, a bulletin board notice about the purchased product and an e-mail relating to the purchased product.

1 1. The program of Claim 9. wherein said specific information includes a previous service record for the purchased product.

12. The program of Claim 9. wherein said specific information includes a scheduled service calendar for the purchased product.

. .

13. The program of Claim 1 , wherein said first and second information includes general information related to said purchased product.

14. The program of Claim 1. wherein said second information includes an email from the purchaser to one of the retailer and the manufacturer of the purchased product, said posting step including the step of posting said email to a periodic list server which is readable by one or more of said purchaser of said product, purchasers of same or similar products as said purchased product, the retailer and the manufacturer.

15. The program of Claim 14, further causing the one or more processors to perform the steps of: generating an administrative database of prohibited sequences; and screening said email by checking whether any sequence in said email matches any prohibited sequence in said administrative database, before performing said posting step; and returning said email to said purchaser without performing said posting step when any sequence in said email matches a prohibited sequence in said administrative database.

16. The program of Claim 1. wherein said second information includes an email from the purchaser to one of the retailer and the manufacturer of the purchased product and purchasers of same or similar products, said posting step including the steps of: posting said email to an archive database; and configuring said archive database to be searchable by each of said purchaser of said product, and said purchasers of same or similar products.

17. The program of Claim 1. further causing the one or more processors to perform the steps of: configuring portions of said first, second and third information to be inaccessible b> one or more of said purchaser and said retailer

18 The program of Claim 17. further causing the one or more processors to perform the steps of selecting said portions based on parameters input

one or more of said purchaser and said retailer

19 The program of Claim 4. further causing the one or more processors to perform the steps of configuring portions of said first, second, third and fourth information to be inaccessible by one or more of said purchaser, said retailer and said manufacturer

20 The program of Claim 19, further causing the one or more processors to perform the steps of selecting said portions based on parameters input by one or more of said purchaser, said retailer and said manufacturer

21 A data processing system for maintaining a post-purchase customer service platform following the purchase of a product of a manufacturer from a retailer by a purchaser, comprising a network including a plurality of computers ha\ ing access to one or more source databases, said plurality of computers including a first processor for running a browser and selecting first information relating to the purchased product from data stored in said one or more source databases and configuring the first information to be accessible by one or more of said plurality of computers via said network a second processor tor running the same or a different browser and for configuring second information input by said purchaser and relating to said product to be accessible by one or moie ot said plurahtv of computers \ ιa said network; a third processor for running a same or a different browser and for configuring third information retrieved from said retailer and relating to said product to be accessible by one or more of said plurality of computers via said network.

22. The system of Claim 21, said first, second and third processors further for storing said first, second and third information in a holding pool database.

23. The system of Claim 21, said first, second and third processors further for storing said first, second and third information to be accessible by said manufacturer of said product.

24. The system of Claim 23, wherein said plurality of computers further include a fourth processor for running the same or a different browser and configuring fourth information retrieved from said manufacturer and relating to said product to be accessible by one or more of said plurality of computers via said network.

25. The system of Claim 22, said first, second and third processors further for storing said first, second and third information to be accessible by said manufacturer of said product, and wherein said plurality of computers further include a fourth processor for running the same or a different browser and configuring fourth information retrieved from said manufacturer and relating to said product to be accessible by said plurality of computers via said network.

26. The system of Claim 25, wherein said fourth processor further for storing said fourth information in said holding pool database.

27. The svstem of Claim 22. wherein the network is the world wide web and the holding pool database is accessible from a web page.

28. The system of Claim 22. further comprising: means for distributing an email from the purchaser to an intended recipient; and means for posting said email to a periodic list server which is readable by said purchaser of said product, and purchasers of same or similar products as said purchased product.

29. The system of Claim 28. further comprising: means for generating an administrative database of prohibited sequences; means for screening said email by checking whether any sequence in said email matches any prohibited sequence in said administrative database, before performing said posting step; and means for returning said email to said purchaser without performing said posting step when any sequence in said email matches a prohibited sequence in said administrative database.

30. The system of Claim 22, further comprising: means for posting an email from the purchaser to an archive database: and means for configuring said archive database to be searchable by each of said purchaser of said purchased product, and purchasers of same or similar products as said purchased product.

31. The system of Claim 21. one or more of said second and third processors further for configuring portions of said first, second and third information to be inaccessible by one or more of said purchaser and said retailer.

32. The system of Claim 31. said one or more of said second and third processors further for selecting said portions based on parameters input by one or more of said purchaser and said retailer.

33. The system of Claim 24. one or more of said second, third and fourth processors further for configuring portions of said first, second, third and fourth information to be inaccessible by one or more of said purchaser, said retailer and said manufacturer.

34. The system of Claim 33, said one or more of said second,, third and fourth processors further for selecting said portions based on parameters input by one or more of said purchaser, said retailer and said manufacturer.

35. A computer program for use with a computer network having access to one or more sources databases and including one or more computers having processors particularly for running browsers for providing a network-based customer relationship management platform following a purchase of a product of a manufacturer from a retailer by a purchaser, the program causing said one or more computers to perform the steps of: selecting first information relating to the purchased product from data stored said one or more source databases; storing said first information in a holding pool database; storing second information relating to the purchased product and input by said purchaser in said holding pool database; and storing third information relating to the purchased product and input by said retailer in said holding pool database.

36. The program of Claim 35, further causing the one or more computers to perform the step of configuring said first, second and third information stored in said holding pool database to be accessible by one or more of said purchaser and said retailer.

37. The program of Claim 36, further causing the one or more processors to perform the steps of: configuring portions of said first, second and third information to be inaccessible by one or more of said purchaser and said retailer.

38. The program of Claim 37. further causing the one or more processors to perform the steps of: selecting said portions based on parameters input by one or more of said purchaser and said retailer.

39. The program of Claim 35, further causing said one or more computers to perform the step of storing fourth information relating to the purchased product and input by said manufacturer in said holding pool database.

40. The program of Claim 39, further causing the one or more processors to perform the steps of: configuring portions of said first, second, third and fourth information to be inaccessible by one or more of said purchaser, said retailer and said manufacturer.

41. The program of Claim 40, further causing the one or more processors to perform the steps of: selecting said portions based on parameters input by one or more of said purchaser, said retailer and said manufacturer.

42. A computer program for use with a computer network having access to one or more sources databases and including one or more computers having processors particularly for running browsers for providing a network-based customer relationship management platform following a purchase of a product of a manufacturer from a retailer by a purchaser, the program causing said one or more computers to perform the steps of: generating a holding pool database of information relating to the purchased product and selected from data stored in said one or more source databases; distributing an email from the purchaser to an intended recipient; posting said email to a periodic list server which is readable by said purchaser of said product, and purchasers of same products and purchasers of similar products as said purchased product; and storing said email in said holding pool database, wherein said holding pool database is searchable by each of said purchasers of said purchased, same and similar products.

43. The program of Claim 42, further causing the one or more processors to perform the steps of: generating an administrative database of prohibited sequences; and screening said email by checking whether any sequence in said email matches any prohibited sequence in said administrative database, before performing said list server posting step; and returning said email to said purchaser without performing said list server posting step when any sequence in said email matches a prohibited sequence in said administrative database.

44. A method of managing a customer relationship between a consumer and a retailer or a manufacturer using a computer network following the purchase of a product, comprising the steps of: selecting first information relating to the product from data stored in one or more source databases; providing access to the first information via the network; providing access to second information relating to the product and input by the purchaser via the network; providing access to third information relating to the product and input bv one of the retailer and the manufacturer via the network.

45. The program of Claim 44, further causing the one or more processors to perform the steps of: configuring portions of said first, second and third information to be inaccessible by one or more of said purchaser and said retailer.

46. The program of Claim 45, further causing the one or more processors to perform the steps of: selecting said portions based on parameters input by one or more of said purchaser and said retailer.

47. The method of Claim 44, further comprising the steps of: gathering fourth information from the other of the retailer and the manufacturer; and providing access to the fourth information via the network.

48. The program of Claim 47, further causing the one or more processors to perform the steps of: configuring portions of said first, second, third and fourth information to be inaccessible by one or more of said purchaser, said retailer and said manufacturer.

49. The program of Claim 48, further causing the one or more processors to perform the steps of: selecting said portions based on parameters input by one or more of said purchaser, said retailer and said manufacturer.

50. The method of Claim 44, further comprising the steps of: generating a holding pool database: storing said first, second and third information in said holding pool database; and providing access to said holding pool database via the network.

51. A computer program for use with a computer network having electronic access to one or more source databases and one or more computers having processors particularly for running browsers and providing a network-based customer relationship management platform following the purchase by a purchaser of a specific product made by a manufacturer and sold by a retailer to the purchaser, the program causing said one or more computers to perform the steps of: selecting first information relating to the product from data stored in said one or more source databases; configuring said first information to be accessible by each of said purchaser and said manufacturer via said network; configuring second information relating to the product and input by said manufacturer to be accessible by each of said purchaser and said manufacturer via said network; and configuring third information relating to the product and input from said purchaser to be accessible by each of said purchaser and said manufacturer via said network.

52. The program of Claim 1, wherein said first, second and third information configuring steps include the steps of storing said first, second and third information, respectively, in a holding pool database.

53. The program of Claim 51, further causing the one or more processors to perform the steps of: configuring portions of said first, second and third information to be inaccessible by one or more of said purchaser and said manufacturer.

54. The program of Claim 53, further causing the one or more processors to perform the steps of: selecting said portions based on parameters input by one or more of said purchaser and said manufacturer.

55. A computer program for use with a computer network having electronic access to one or more source databases and one or more computers having processors particularly for running browsers and providing a network-based customer relationship management platform following the purchase by a purchaser of a specific product made by a manufacturer and sold by a retailer to the purchaser, the program causing said one or more computers to perform the steps of: selecting first information relating to the product from data stored in said one or more source databases; configuring said first information to be accessible by each of said manufacturer and said retailer via said network; configuring second information relating to the product and input by said retailer to be accessible by each of said manufacturer and said retailer via said network; and configuring third information relating to the product and input from said manufacturer to be accessible by each of said manufacturer and said retailer via said network.

56. The program of Claim 55, wherein said first, second and third information configuring steps include the steps of storing said first, second and third information, respectively, in a holding pool database.

57. The program of Claim 55, further causing the one or more processors to perform the steps of: configuring portions of said first, second and third information to be inaccessible by one or more of said manufacturer and said retailer.

58. The program of Claim 57, further causing the one or more processors to perform the steps of: selecting said portions based on parameters input by one or more of said manufacturer and said retailer.