JP2002366733A - System/method/program for customer information management - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system, method and program for customer management capable of efficiently concentrating a large quantity of and various customer information to a database. SOLUTION: A customer management system 10 for storing and retrieving customer information consists of a customer terminal 12, a business terminal 14, a distributed information means (16), a terminal 18 for a related company and the Internet 20. The means 16 consists of a customer Web means 22 which is to be accessed by a customer, a database storage means 24 for storing the customer information, a customer information collecting means 26 for transferring the customer information from the means 22 to the means 24 for storing it and a business Web means 28 for allowing a business person to retrieve the database.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer information management system, a customer information management method, and a customer information management program that store and retrieve customer information and use the customer information for sales and the like.

[0002]

2. Description of the Related Art Hitherto, there has been proposed a system which can store and retrieve customer information. For example, a customer information management device for a gas station has been devised (Japanese Patent Application No. 05-2005).
302335). This customer information management device stores customer information in a computer main body and can transmit POS customer information management information of a visiting customer to an employee by wireless communication.

However, since this customer information management device inputs and outputs customer information directly to the computer main body, it has been difficult for a plurality of workers to simultaneously input and output customer information.

[0004]

SUMMARY OF THE INVENTION An object of the present invention is to provide a customer information management system capable of inputting and outputting customer information on a Web without directly inputting and outputting customer information to and from a computer main body. System, customer information management method,
And providing a customer information management program.

[0005]

According to the customer information management system of the present invention, a customer terminal, a sales terminal, and distributed information means are provided so as to be able to communicate with each other via the Internet, and the customer information is stored and retrieved. An information management system, wherein the distributed information means includes a customer Web means accessed by a customer, a database storage means for storing customer information, and a transfer of customer information from the customer Web means to the database storage means for storage. This is a customer information management system that includes a customer information collection unit that causes the sales person to search the database and a sales Web unit that allows the sales person to search the database.

[0006] In the present specification, the Internet communication is a network for signal data communication using a computer, and includes the broadband (broadband) Internet. Storage, retrieval, transfer, or storage is a process performed by a computer, either automatically or on command. The distributed information unit, the storage unit, the Web unit, or the collection unit is M
It includes a memory that stores a program for causing the PU to function as each means. Customer information includes passwords, names,
This is data input by the customer, such as an address or a mail address, the address or contents of the accessed Web, or an access number.

[0007] In the customer information management system according to the present invention, in the customer information management system, the customer information collection means acquires customer information from each Web page of each node on the customer Web, and stores the customer information. This is a customer information management system that is concentrated on database storage means.

In the customer information management system according to the present invention, in the customer information management system, when accessing each of the web pages, the customer information is acquired from the web page and the customer information is concentrated in a database storage means. It is an information management system.

In the customer information management system of the present invention, in the customer information management system, when clicking on each of the web pages, the customer information is obtained from the web page and the customer information is concentrated on a database storage means. It is a customer information management system.

[0010] In the customer information management system according to the present invention, in the customer information management system, when a predetermined display on each of the web pages is clicked, the customer information and the information of the predetermined display are acquired from the web page. A customer information management system that concentrates the customer information and the predetermined display information on a database storage means.

The predetermined display on the Web page is data such as a still image, a moving image, and characters.

The customer information management system according to the present invention is the customer information management system according to the customer information management system, wherein the predetermined display is a moving image.

Note that the present invention is not limited to a system that can click a moving image. That is, the present invention relates to an optical fiber, an ADSL (Asymmetric Digital).
For customers who can connect to the Internet in a broadband environment such as AlSubscriber Line or cable Internet, clickable images are used as the user interface for the customer and the ISDN (Int)
erased Services Digital
Network), customers who can connect to the Internet only through narrow bands such as analog lines
Using the page as a user interface, through e-commerce, surveys, gifts, requesting materials,
This is a system that collects customer information and performs customer management. Customer management is about efficient marketing.
Customer attributes such as customer address, name, age, gender, and
Customer's W for click, purchase, inquiry, video viewing
This is to accumulate the action history on the eb, analyze, statistically process, and patternize it. As means for this, there are an automatic direct mail sending and printing system, an automatic electronic mail distribution, a call center, and the like.

The customer information management system according to the present invention is a customer information management system for retrieving customer information in the database storage means from each web page of each node on the business web means in the customer information management system. .

[0015] The customer information management system of the present invention, in the customer information management system, comprises ordering means for ordering goods from at least one of the web pages of each node on the customer web. A customer information management system comprising a purchase information collecting means for transferring and storing merchandise information of goods ordered from the means and customer information of customers who ordered the goods to the database storage means.

The customer information management system according to the present invention is the customer information management system, wherein the information exchange Web means for retrieving predetermined data in the database storage means is provided separately from the business Web means. It is.

The customer information management system according to the present invention is a customer information management system including a customizing means for changing display contents of the customer Web in the customer information management system.

The customer information management method of the present invention is a customer information management method in which a customer terminal, a sales terminal, and distributed information means mutually communicate with the Internet to store and retrieve customer information. Accessing the customer Web means, storing customer information in a database storage means, and providing the customer information collection means with the customer Web means.
A customer information management method including a step of transferring customer information from a means to the database storage means and storing the information, and a step of a business person searching the database from the sales Web means.

[0019] In the customer information management method of the present invention, in the customer information management method, the customer information collecting means acquires customer information from each web page of each node on the customer web, and stores the customer information. This is a customer information management method that is concentrated on database storage means.

The customer information management program of the present invention provides a computer for storing and retrieving customer information by mutually communicating with the Internet between the customer terminal, the sales terminal, and the distributed information means. We for customer to access
b means, database storage means for accumulating customer information, customer information collecting means for transferring and storing customer information from the customer Web means to the database, and functioning as a sales Web means for a business person to search the database. Is a customer information management program.

[0021] In the customer information management program according to the present invention, in the customer information management program, the customer information collecting means may include a Web server for each node on the customer Web.
This is a customer information management program that acquires customer information from page b and concentrates the customer information in a database storage unit.

[0022]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of a customer information management system, a customer information management method, and a customer information management program according to the present invention will be described in detail with reference to the drawings.

As shown in FIG. 1, a customer information management system 10 according to the present invention is a customer information management system for storing and retrieving customer information.
The distributed information means 16 and the related company terminal 18 are provided so as to be able to communicate with each other via the Internet 20.

As shown in FIG. 2, the shared information means 16
A customer Web unit 22 to be accessed by a customer, a database storage unit 24 for storing customer information, a customer Web unit
The system includes a customer information collecting unit 26 for transferring and storing customer information from the unit 22 to the database storage unit 24, and a sales Web unit 28 for allowing a sales person to search the database. The customer terminal 12 is a PC (personal computer) or a mobile phone. The sales terminal 14
It is provided in the company 30 and is a PC or a mobile phone. The affiliated company terminal 18 is provided in the affiliated company 32 and has a PC
And so on. The customer Web means 22 is provided so as to be communicable with a customer information collecting means 26, a click image means 29, a billing means 36 for billing, and a settlement means 38 for performing settlement when purchasing a product. The sales Web means 28 includes:
Printed matter transmitting means 40 for automatically ordering printed matter such as DM (direct mail), recommended news, or advertisement, or sending it to the customer terminal 12; order display means 42 for displaying an order for inquiring a customer; It is communicably provided with a business storage means 44 for storing search data and the like for business use.

Further, the customer information collecting means 26 checks each W
When the web page is accessed, the customer information is obtained from each web page of each node on the customer web, and the customer information is concentrated on the database storage unit 24. In addition, a click image unit 35 is provided, and when a moving image (predetermined display) on each Web page is clicked, customer information and predetermined display information are acquired from the Web page and the customer information is concentrated in the database storage unit 24. It is configured to be.

Further, it is configured to search for customer information in the database storage means 24 from each Web page of each node on the business Web means 28. In addition, an ordering unit (not shown) for ordering a product from at least one of the web pages of each node on the customer web is provided. The product information of the product ordered from the ordering unit and the customer information of the customer who ordered the product. Is stored in the purchase information collection unit (not shown) for transferring the information to the database storage unit 24 and storing the same. Further, the information exchange Web means 34 for searching for predetermined data in the database storage means 24 is
It is provided separately from the b means 28.

The operation of the customer information management system 10 will be described below with reference to FIG.

First, as the "(1.) service to customer", "(2.) information search / information distribution on Web mobile" is performed by the customer Web means 22. Web mobile is a mobile phone or a portable personal computer. Specifically, an action for accessing the Web is performed on the browser, and “(3.) Access to the Web” is performed. When accessing the Web, the customer information collecting unit 26 performs “(4.) Log of access information”, acquires customer information from the Web page, and stores the customer information in the database storage unit 24. Also, for the link on the browser, "(6.) Click the link"
Is performed, "(7.) link display" for displaying information from the link is performed. At the same time, “(8.) link log” is performed by the customer information collection unit 26, and the log of the clicked link is stored in the database storage unit 24 as customer information. The customer performs “(10.) Search mining” from the database search means 24,
Performs data sorting and statistical processing. Next, “(11.)
Automatically edits information tailored to customers, etc., by using an information service tailored to customers, distributors, and content holders. The edited information is secured by "12. Setting of information display level" in the ranking among the customers, and is set as "(1.) Service to customer".

"(13.) Service to distribution source" which is a service to the clickable video and content distribution source
In addition to the service of “(12.) Setting of information display level” from “(2.) Information search and information distribution on Web mobile”, “(14.) Clickable video content (in a moving image) When "click" is selected, "(15.) Moving image content" can be viewed. Further, “(16.) Viewing data log” of what the user viewed is transmitted to the database storage unit 24 by the customer information collection unit 26 and stored.

A hot spot, which is a clickable point in a moving image of a clickable movie, does not deviate from a target even if the camera is moved or zoomed, such as a moving person or object in a program. When “(17.) Hot spot click” is performed, a log indicating which hot spot is clicked is accumulated in the database storage unit 24 by the customer information collecting unit 26. At the same time, "(2
0. The information is displayed as an action of clicking the hot spot on the screen of ") Information display from hot spot", and if it is for sale, the purchase can be applied from there. It is linked with the customer information collecting means 26 that enables payment on the Web or a system that enables payment on the Web, and stores “(23.) purchase log” in the database storage means 24 by the customer information collecting means 26. To accumulate.

As an application, in the flow from "(10.) Search mining", information can be automatically transmitted to a call center, a business or an agency, and sales can be tracked.

As for “(13.) Service to distribution source”, these customer data are converted from “(2.) Information search and information distribution on Web mobile” to “(13.) Service to distribution source”. In the flow of "", the direct mail of "(26.) call center" can be searched and displayed on the Web, and the direct mail of "(26.) Call Center" can be selected from the Web by selecting the design, etc., and entering the user name. It can be performed up to automatic dispatch. In addition, logs of who sent what and what can be stored in the database, can be used for further marketing.

Regarding the content holder that is the copyright source of the content, “(24.) Service to content holder” includes “(2.) Information search and information distribution on Web mobile” to “(12.) The use status of the content can be confirmed using the flow of "setting of information display level". Also, inquiries from the viewers (customers) to the call center can be received by e-mail with an alarm or the like on a PC or a mobile phone, and timely response is possible.

As an application of the present invention, it is also possible to receive disclosure of customer marketing data by contracting with a distributor who receives "(13.) Service to distributor" having customer marketing data. .

While one embodiment of the present invention has been described, the present invention can be implemented in other embodiments.

The case where the present invention is used in a food mail order company will be described below.

The customer operates the customer Web means 22 and the click image means 29 to watch a rice video including a rice planting scene, a harvest scene, freshly cooked rice, and the like. The customer is motivated to purchase delicious rice by watching the video, and purchases, for example, 10 kg of rice. At this time, the customer attribute data such as the customer's click history or purchase history is stored and accumulated in the database storage unit 24. 10 kg of rice is delivered to the customer and the price is collected. Here, the statistical processing means is activated, and 10 kg
The period of three weeks is calculated as the period of rice consumption. In addition, this calculation method is not particularly limited, for example, a calculation unit performs based on a database in which data of a period corresponding to the amount of rice is stored. In addition, the patterning means is activated and calculates the time period for rice to reach the customer after receiving the order,
For example, an e-mail for receiving the next order is delivered from the day when rice is no longer consumed until the day before it arrives, calculated backward. In addition, the analysis means is operated to analyze the accumulated data, and a guide for plum is added to the e-mail based on the data including the fact that a person who purchases rice is likely to purchase plum. The customer who receives such an e-mail checks the inside of the rice bin, recognizes that it is almost over, orders the rice again, and also orders the plum dried. According to such a customer information management system, it is possible to increase the willingness to purchase with a clickable image, connect to electronic commerce, and increase sales by enclosing customers.

FIG. 4 shows another embodiment. In this embodiment, an intranet 21 is provided in a company 30, and the Internet 20 and the business terminal 14 are communicably provided via the intranet 21.

FIG. 5 shows one embodiment of the click image means 29 used in the present invention. In this embodiment, the virtual image 40 and the 3D CG (3 Dimension Comp)
(Ultra Graphic) 42 and image synthesizing means 44
And the image is sent from the image sending means 46 onto the Web. The virtual image 40 is a real-time image captured from an infrared sensor or a camera in a studio or the like. The image transmitting means 46 is a means capable of transmitting the synthesized image in real time and broadcasting a live broadcast. For example, when an image of a person obtained from the virtual image 40 and an image of a product obtained from the 3DCG 42 are combined, if the person is clicked, personal introduction information and product sales information of the person can be viewed. If you click on the product, you can see the product sales information and product information for that product. The customer can purchase the product directly from the screen on which the information is displayed.

While the invention has been described with reference to particular embodiments, the invention is not limited thereto.
The present invention can be practiced in various modified, modified, and modified modes based on the knowledge of those skilled in the art without departing from the spirit of the present invention. As long as the same action or effect occurs,
The present invention can be embodied in a form in which one of the invention specifying matters is replaced with another technique. The present invention can be embodied in a form in which the integrally formed invention specifying matter is constituted by a plurality of members, or in a form in which the invention specifying matter constituted by a plurality of members is integrally constituted.

[0041]

According to the customer information management system and customer information management method of the present invention, since customer information is collected from the Web, data integration of a large amount of various information can be performed. Also, the service can be received from the Internet web, not in the conventional client-server configuration in which the client and the server directly transfer data in and out. In addition, regardless of the department, both the distributor and the content holder can use this customer-oriented data integration, thereby reducing time and costs, improving service to existing customers, and increasing the success rate of acquiring new customers. In addition, customer Web means and business Web means
Since the means is provided separately, the customer cannot access the business Web, and the customer data is not diverted and misused. Further, the business operator cannot access the customer Web, and information on the business operator accessing the customer Web is not stored in the database storage unit as customer information.

According to the customer information management system of the present invention provided with a customizing means for changing the display content of the customer web, even if the business or service content changes, the original database can be changed without changing the database itself. By simply customizing the display from the database, it is possible to change and update the service content provided on the Internet browser. Therefore, it is possible to easily and quickly change the service contents while using the database as it is.

When accessing each Web page,
According to the customer information management system and the customer information management method of the present invention in which customer information is acquired from the Web page and the customer information is concentrated in the database storage unit, the customer information such as data input by the customer or information on the accessed Web is acquired. Data can be collected from the Web and concentrated on the database storage means. Therefore, a large amount and variety of customer information can be efficiently concentrated on the database storage means. Further, by storing the data specifying each customer and the Web information corresponding to the data in the database storage means in association with each other, the information desired by the business operator can be efficiently searched.

When a predetermined display on each Web page is clicked, customer information and a predetermined display information are acquired from the Web page, and the customer information management system and the customer information management of the present invention are concentrated on the database storage means. According to the method, the data identifying each customer and the information of the predetermined display corresponding to the data are stored in association with each other, so that which customer is interested in what predetermined display Can be searched efficiently.

[Brief description of the drawings]

FIG. 1 shows one embodiment of a customer information management system of the present invention.

FIG. 2 shows distributed information means of the customer information management system of FIG. 1;

FIG. 3 is a flowchart for explaining the operation of the customer information management system of FIG. 1;

FIG. 4 shows another embodiment of the customer information management system of the present invention.

FIG. 5 shows one embodiment of a click image means used in the present invention.

[Explanation of symbols]

 10: Reception system 12: Customer terminal 14: Sales terminal 16: Distributed information means 18: Related company terminal 20: Internet 21: Intranet 22: Customer Web means 24: Database storage means 26: Customer information collection means 28: Sales Web means 29: Click image means 30: Company 32: Related company 34: Information exchange Web 36: Billing means 38: Settlement means 40: Printed output means 42: Order display means 44: Business storage means

 ──────────────────────────────────────────────────続 き Continued on the front page (72) Inventor Naoki Kimino 2-19-8 Shibuya, Shibuya-ku, Tokyo Wako Miyamasu Saka Building 9F Inside Alphastar Co., Ltd. (72) Inventor Shuji Yoshida 2- Shibuya, Shibuya-ku, Tokyo 19-8 Wako Miyamasusaka Building 9F Alphastar Co., Ltd. F-term (reference) 5B075 KK07 ND20

Claims (14)

[Claims] 1. A customer information management system comprising a customer terminal, a sales terminal, and distributed information means, which are provided so as to be able to communicate with each other via the Internet, and store and retrieve customer information.
The distributed information means is a customer Web accessed by a customer.
Means; database storage means for storing customer information;
A customer information management system comprising customer information collection means for transferring and storing customer information from the customer Web means to the database storage means, and a sales Web means for a sales person to search the database. 2. The customer information collecting means according to claim 2, wherein
2. The customer information management system according to claim 1, wherein customer information is acquired from each Web page of each node on the web and the customer information is concentrated on a database storage unit. 3. The customer information management system according to claim 2, wherein when accessing each of said web pages, customer information is obtained from said web pages and said customer information is concentrated in a database storage means. 4. The customer information management system according to claim 2, wherein when the user clicks on each of the web pages, the customer information is acquired from the web page and the customer information is concentrated in a database storage unit. . 5. When a predetermined display on each of the Web pages is clicked, customer information and the predetermined display information are acquired from the Web page, and the customer information and the predetermined display information are stored in a database. 5. The customer information management system according to claim 4, wherein the customer information management system is concentrated on storage means. 6. The customer information management system according to claim 5, wherein the predetermined display is a moving image. 7. The customer information management system according to claim 1, wherein customer information of said database storage means is searched from each Web page of each node on said business Web means. 8. An ordering means for ordering a product from at least one of the respective web pages of each node on the customer web, product information of the product ordered from the ordering means and ordering of the product. 8. The customer information management system according to claim 1, further comprising purchase information collection means for transferring customer information of the customer to said database storage means for storage. 9. The customer information management system according to claim 1, wherein an information exchange Web means for searching for predetermined data in said database storage means is provided separately from the business Web means. 10. The customer information management system according to claim 1, further comprising customizing means for changing display contents of said customer Web. 11. A customer information management method in which a customer terminal, a sales terminal, and distributed information means mutually communicate with the Internet to store and retrieve customer information, wherein the customer accesses the customer Web means. And storing the customer information in the database storage means, transferring customer information from the customer Web means to the database storage means by the customer information collecting means, and storing the customer information in the sales Web means. Searching the database from the database. 12. The customer information according to claim 11, wherein the customer information collection means acquires customer information from each Web page of each node on the customer Web and concentrates the customer information in a database storage means. Management method. 13. The customer terminal, the business terminal, and the distributed information means mutually communicate with the Internet, and a computer for storing and retrieving customer information is provided. Database storage means for storing information; customer information collection means for transferring and storing customer information from the customer Web means to the database;
A customer information management program for causing a business person to function as a sales Web means for searching the database. 14. The customer information according to claim 13, wherein said customer information collecting means acquires customer information from each web page of each node on said customer web and concentrates said customer information in a database storage means. Management program.