Hello, this is Matsubara, CRM Evangelist.

Why would a CRM company file a patent application?

"CRM is about software functionality, right? Why is it patentable?"

I'm sometimes asked this question. It's a perfectly valid question.
Many CRM systems focus solely on the functionality of "how to manage customer information," and the concept of patents may seem far removed from this.

However, EMOROCO CRM Lite is not focused on the implementation of features themselves, but rather on the logic of "how to quantify something that has not been quantified before: customer relationships."
I filed a patent application for this logic on June 30, 2026 (Patent Application No. 2026-122904, with an expedited examination request filed).
This time, I will explain the contents as clearly as possible.

Furthermore, this application is not a technology patent for individual algorithms or system implementations, but rather a business model patent that covers the "mechanism for quantifying and managing customer relationships as assets."
The distinguishing feature is that the patent application is not for a single technical element behind the software, but rather for a fundamental concept that forms the core of the CRM 4.0 business strategy itself.

The concept of relationship assets (RA)

At the heart of the application is an indicator called "Relationship Asset (RA)," which can be expressed by the following formula:

RA = αR + βH − γN + δM + εA

The formulas might seem complicated at first glance, but the underlying concept is simple.
The idea is to express the "current value" of a customer relationship as a single number by weighting and adding/subtracting multiple factors.

Five indicators

RA is comprised of the following five indicators:

• Relationship score (R) : Nurturing scoringThe strength of relationships based on behavioral data like this
• Humanity rating (H): An evaluation of how much human-centered communication takes place, rather than purely mechanical interactions.
• Discomfort correction (N): An item that adjusts for factors that damage relationships, such as persistent sales tactics or excessive contact, by treating them as negative.
• Commemorative potential value (M): Potential as a milestone to deepen relationships, such as contract renewal dates, birthdays, and anniversaries.
• Next action candidate value (A): What kind of action would be most likely to advance the relationship?

The positive factors (R, H, M, A) are weighted and added together, while the negative factor (N) is subtracted.
This allows subjective evaluations such as "a relationship that feels good" or "a relationship that feels dangerous" to be treated as comparable numerical values.

The perspective of "empathy transformation" in multiple languages

Another technical feature is multilingual empathy translation (E).
Even with the same message, the way it is conveyed—how carefully and warmly it is received—can differ depending on the language and culture.
By incorporating this conversion logic, the criteria for evaluating relationships become less likely to become inconsistent, even in organizations with overseas branches or those requiring multilingual support.

A 7-stage model of relationship progression

In addition to the static numerical value of RA, this application also includes a mechanism for capturing the phase in which a relationship is in a seven-stage model.
By defining the steps from the initial meeting to building trust, developing a deep relationship, and ultimately becoming a loyal customer, you can determine "what phase you are in now and what you should do next" by combining this with relationship asset metrics.

Why is this worthy of a patent application?

A two-axis matrix of nurturing score and emotional temperature.,Integrated management with NPSAll of the features I've introduced so far are actually applications of this relationship assetization logic.
We believe this technology is worth filing a patent application for because it is a systematic design developed from a single mathematical formula and model, rather than being created as a standalone, one-off function.

The goal is to transform the ability to assess relationships, which was previously only possessed by individual, intuitive sales representatives, into a system that can be replicated across the entire organization.
This is what EMOROCO CRM Lite aims for: "relationship assetization."Churn rate predictionThis logic forms the basis for specific functions like those mentioned above.
The uniqueness of this application lies in the fact that, rather than protecting a specific implementation method like a technology patent, it protects the very concept of "treating relationships as assets" as a business model patent.

The details of this application have also been published in a press release (announcement) .

Summary

The term "patent application" might sometimes sound like a marketing slogan for a product.
However, the RA formula, the five indicators, the multilingual empathy translation, and the seven-stage relationship progression model that we have introduced here are all designed under the consistent philosophy of "transforming the intuitive assessment of relationships into a reproducible technology."
We position this patent application as evidence that EMOROCO CRM Lite is not merely a management tool, but a platform for nurturing relationship assets.

EMOROCO CRM Lite costs ¥1,500 per user per month (minimum 3 users) and has no initial setup fee, with a 30-day free trial.https://www.emoroco.com/You can start from there.
IT implementation subsidy eligible tool number: DL07-0022934.

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Related article

• Press release (announcement) regarding patent applications
• MA Lead Nurturing Scoring Function Guide
• A "two-axis matrix" of nurturing score and emotional temperature
• Integrated management of NPS (Net Promoter Score) and emotional temperature
• CRM design to reduce customer churn