JP2001338120A - Customer relation management service system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve communication with customers in the provision of CRM (customer relation management) service and to provide detailed and good-timing information to each customer. SOLUTION: The system is provided with: a customer data base 106 for storing information concerned with the customer relation management of each customer in order to support CRM for a customer group 101 by a CRM promoting group 102, a business section 103, an event seminar group 104, and a message development group 105 of a cooperating enterprise through the Internet 108; and a message schedule table 107 for storing the contents and transmission schedules of HP.E mails. A CRM promoting means 110 realizes CRM service for improving the relationship between the cooperating enterprise and each customer, provides information to the customer group 101, analyzes/evaluates information provided from the customer group 101, and provides the analyzed/ evaluated information to the CRM promoting group 102.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to customer relationship management (hereinafter referred to as CRM (Customer Relation).
Management service). A hosting service provided by a service provider (for example, an information service system such as a provider) that provides a CRM-related service of the company in cooperation with a company (partner company) that promotes the activity.・ Related to a customer relationship management service system for realizing a business model and a hosting service business method.

[0002]

2. Description of the Related Art Conventionally, in this kind of customer relation management service system, an E-m is used as a means for exchanging information with a customer.
aile (email) and homepage (below,
HP (sometimes referred to as Home Page) is used to hold an event or information PR (Proportor).
(eg, communication of new product development, new technology, new business, new legal system, etc.).

[0003] At this time, information exchange between a service provider and a customer has been performed manually whenever necessary.

[0004] In addition, each time a question is generated from a customer, the question is manually handled.

[0005]

In the above-described conventional customer relationship management service system, information exchange (communication including response to a question) with the customer is realized manually, so that duplicate work occurs. Useless man-hours are required, the risk of making mistakes increases, there is a disadvantage that it is difficult to accumulate know-how, and customer service becomes insufficient.

As a result of the existence of such a defect, the conventional customer relationship management service system has a problem in that it is difficult to provide detailed information with good timing for each customer.

[0007] In the future, it is considered that the number of customers to be subjected to CRM is expected to increase. Therefore, it is considered that the provision of the information by manual operation as described above may lead to a decrease in customer satisfaction.

SUMMARY OF THE INVENTION In view of the above, it is an object of the present invention to effectively utilize HP and E-mail for holding an event seminar, improve communication with customers, and provide detailed information for each customer. An object of the present invention is to provide a customer relationship management service system that can provide information at a good timing.

[0009]

A customer relationship management service system according to the present invention provides a CRM promotion group for promoting CRM activities of an affiliated company, and provides customer negotiation information and simultaneously sells information provided by the information service system. The event / seminar group and the customer group of the affiliated company, which consists of the sales department of the affiliated company that will be a user who effectively utilizes the activities, the department that plans and develops the event-related business, and the department that hosts the event-related business. A customer relationship management service system that supports customer relationship management for a customer group with a message development group of a partner company that plans and develops HP content and E-mail documents provided to a customer using a communication network. Stores information on customer relationship management for each customer belonging to the group A customer database, a message schedule table for storing HP and E-mail contents and transmission schedules, and a customer interface in a CRM promotion means in an information service system serving as a window for providing and exchanging information for customers. Means and C in the information service system which manages detailed contents of each customer in the customer group, manages the password, and performs new registration of the customer member, updates of the member information, and updates the customer database.
Uses the customer management means in the RM promotion means, the event-related means in the CRM promotion means in the information service system for developing and holding events and seminars planned and developed by the event seminar group, and the message / schedule table. And a message-related means in the CRM promotion means in the information service system for managing and operating contents and schedules of HP and E-mail, the customer interface means, the customer management means, the event-related means, A CRM management unit in a CRM promotion unit in the information service system that manages the message-related unit.

Here, the customer relation management service system of the present invention is characterized in that the CRM promotion means displays the message table and the information of the customer database to the customer through the HP, and the HP display means for receiving the information from the customer. And "a function to send the contents of an E-mail document to a customer", "a function to receive a message from a customer", "a function to evaluate / analyze a message or a question from a customer and perform classification / statistics", and " E-mail with a function of automatically selecting an answer message according to the content of a customer's question "
Customer interface means including transmission / reception means, "Registration / update of event / seminar participants", "Registration / update of application from the Internet", "Registration / update of application by post", "Application by telephone / fax" Registration / update ”,
Member registration / update means for "customer grouping",
"Storing customer attribute information in the customer database", "Storing individual messages from customers in the corresponding area of the customer database", "Storing individual messages to customers in the customer database", "Customer Customer Database (Data Base) that performs the evaluation, analysis, classification, and statistical processing of the messages and questions of the customer and stores the results in a customer database, and "controls access to the customer database from the sales departments of affiliated companies" Means and a password management means for managing a password for permitting information disclosure only to a specific customer;
Event An event development method that manages various events and seminars planned and developed by the Seminar Group, and manages and manages content related to the events and seminars, and an event that collects event information and publishes the event information Event related means including means, message management means for storing and updating the contents of messages related to E-mail and HP, and determining whether to distribute the message to all customers or to a specific group of customers when transmitting the message , "Scheduling messages to be sent periodically" and "Pre-scheduling messages to be delivered as needed" for messages automatically sent to all, and "Messages sent periodically" for messages sent to specific groups After selecting by specific group A message-related means including a schedule management means for performing "scheduling of messages to be transmitted periodically" and "pre-scheduling of messages to be delivered as needed", and an information service system and a CRM promotion group of a partner company have a CRM promotion function. CRM management that manages and controls various environment setting parameters for realizing the above, and manages, controls and updates the customer interface means, the customer management means, the event-related means, and the message-related means. Means.

The CRM propulsion E-mail according to the present invention is also provided.
The transmission / reception method is based on the E-mail in the customer interface means in the CRM promotion means in the customer relationship management service system.
E for CRM propulsion executed by mail transmitting / receiving means
In the mail transmission / reception method, a message receiving step for receiving a message from a customer, a message content evaluating / analyzing step for evaluating / analyzing the content of a message or a question from a customer, and classifying the message according to a classification rule. Message classification step, related item statistical data collection step for collecting statistical data of related items, customer request grasp step for grasping the customer's request, and planning and development instructing the message development group to plan and develop the contents Instructing step, based on the content of the message from the customer, an existing answer message requirement satisfaction determining step of determining whether or not the requirement for answering the customer with the already prepared answer message is satisfied,
If it is determined in the existing response message requirement satisfaction determination step that “satisfied”, a corresponding response message selection / acquisition step of automatically selecting / acquiring a corresponding response message from a message / schedule table, and E-mail that returns the E-mail having the answer message to the customer after determining whether the distribution is to the customer or to a specific customer group.
1 returning step.

The customer relationship management service system of the present invention more generally uses a communication network to provide a customer group comprising a CRM promotion group, a sales department, an event seminar group, and a message development group of a partner company. Customer relationship management service system for supporting customer relationship management for a customer group, a customer database storing information related to customer relationship management for each customer belonging to a customer group, and a message schedule table storing HP and E-mail contents and transmission schedules And providing a CRM service for improving a relationship between a partner and a customer of the partner using the customer database and the message schedule table, and providing useful information to a group of customers. client For information from the loop can be expressed as a structure having an information service system comprising a CRM propulsion means for providing the CRM Alliance Group partners after having analyzed and evaluated.

Further, the customer relationship management service system of the present invention uses a communication network (such as the Internet) to provide a customer to a customer group by a CRM promotion group, a sales department, an event seminar group, and a message development group of a partner company. In a customer relationship management service system that supports relationship management, a customer database that stores information related to customer relationship management for each customer belonging to a customer group, and a message schedule table that stores HP and E-mail contents and transmission schedules. An information service system (provider or the like) to be connected is implemented by using the customer database and the message schedule table to execute a CRM service for improving the relationship between the partner company and the customer of the partner company. A record that provides useful information to the customer group, analyzes and evaluates information from the customer group, and records a program for functioning as a CRM promotion means to be provided to the CRM promotion group of partner companies. It can also be realized as a medium.

[0014]

Next, the present invention will be described in detail with reference to the drawings.

(1) First Embodiment FIG. 1 is a block diagram (overall view of a customer relationship management service system) showing a configuration of a customer relationship management service system according to a first embodiment of the present invention.

Referring to FIG. 1, the customer relation management service system according to the present embodiment
Information service system (in the present embodiment, the provider 10
0) and the customer accessing this provider 100 (this CR
A customer group 101, which is a group of companies (partner companies) that use the M service, and a CRM within the partner company
, A sales department 103, which is a department that conducts business at affiliated companies, and an event seminar group 104, which plans and develops business shows and seminars at (or for) affiliated companies.
And at the partner (or for the partner) H
A message development group 105 for planning and developing P and E-mail, a customer database 106 for storing information related to customer relationship management for each customer belonging to the customer group 101, and contents (contents) and transmission schedule of HP and E-mail And a communication network (in this example, Internet 1) connecting the message / schedule table 107 storing the
08).

The information service system may be a server owned by an individual or a corporation in addition to the provider 100 in the present embodiment.

FIG. 2 is a block diagram showing a detailed configuration of the CRM propulsion means 110.

Referring to FIG. 2, CRM propulsion means 110
Is configured to include a CRM management unit 200, a customer interface unit 210, a customer management unit 220, an event-related unit 230, and a message-related unit 240.

The customer interface means 210 has a
It is configured to include a display unit 211 and an e-mail transmitting / receiving unit 212.

The customer management means 220 includes a member registration updating means 221, a customer DB updating means 222, and a password management means 223.

The event-related means 230 includes an event developing means 231 and an event holding means 232.

The message related means 240 includes a message management means 241 and a schedule management means 242.

Note that the CRM control means 200 operates in the above-described manner.
Supervise and manage means (functions).

FIG. 3 is a diagram showing a specific example of the configuration of the customer database 106.

This customer database 106 stores a customer ID
For each customer identified by (IDentification), customer attribute information (information indicating individual attributes of the customer. For example, company name, affiliation, address, name, telephone number, facsimile (FAX) number, E-mail address, And HP address), information on inquiries from customers, and customer negotiation information (salesman (sales department 10
3) negotiation information with the customer owned by the personnel belonging to the third party).

Message schedule table 107
Is a table for registering the contents of messages (messages related to events and seminars) automatically transmitted to all customers, the transmission schedule of messages transmitted periodically, and the like. In addition, the CRM promotion unit 110, according to the information in the message schedule table 107,
Send E-mail and release new version of HP.

FIG. 4 is a flow chart showing the processing by the E-mail transmitting / receiving means 212 triggered by "reception of a message from a customer". This processing includes a message receiving step S1 and a message content evaluation / analysis step S2.
Message classification step S3, related matter statistical data collection step S4, customer request grasp step S5,
Planning / development instruction step S6, existing response message requirement satisfaction determination step S7, selection of the corresponding response message
It comprises an acquisition step S8 and an E-mail return step S9.

Next, the overall operation of the customer relationship management service system according to the present embodiment configured as described above will be described in detail with reference to FIGS.

First, the overall operation of the customer relationship management service system according to the present embodiment will be outlined with reference to FIG.

The customer group 101 includes the provider 100
The business type, business type,
They normally use and utilize their business, acquire information on CRM services related to them (the type of business, business type, and business of the partner company) and transmit information for inquiries and applications to the partner company.

The provider 100 obtains information from the related departments (the CRM promotion group 102, the sales department 103, the event seminar group 104, and the message development group 105 related to the affiliated company), and obtains a customer database 106 and a message schedule table 107.
Is updated, the processing by the CRM promotion unit 110 for the affiliated company is performed, and information is provided to the customer group 101 and information is collected from the customer group 101.

The CRM promotion means 110 uses the customer database 106 and the message schedule table 107 to provide various information services (CRM services) for improving the relationship between the partner company and the customer of the partner company. It provides useful information to the customer group 101, analyzes and evaluates information from the customer group 101, and provides it to the CRM promotion group 102 of the partner company.

The CRM promotion group 102 of the affiliated company
Belongs to a company (partner company) that has partnered with the CRM service with the provider 100, and promotes the CRM activity of the partner company.

The sales department 103 of the affiliate company becomes a user who provides the negotiation information for the customer and, at the same time, effectively utilizes the information provided by the provider 100 for the sales activities.

The event / seminar group 104 has a section for planning and developing an event-related business (for example, business show, seminar, consortium, and working group activities) and a section for holding the event-related business (for example, the CR headquarters). ).

The message development group 105 plans and develops HP contents and E-mail documents to be provided to the customer group 101.

Secondly, a detailed operation of the CRM promotion unit 110 which plays a central role in the customer relationship management service system according to the present embodiment will be described.

As a premise of the operations shown in the following A to D, the CRM management means 200 transmits various environment setting parameters for realizing the CRM promotion function between the provider 100 and the CRM promotion group 102 of the partner company. management·
And the customer interface means 210,
It manages, controls, and updates the customer management means 220, the event-related means 230, and the message-related means 240.

A. Operation related to customer interface means 210 The customer interface means 210
1 and E-mail transmitting / receiving means 212,
It serves as a window for information provision and information exchange for customers (each customer belonging to the customer group 101).

Here, the HP display means 211 displays the contents of the HP planned and developed by the event seminar group 104 on the message schedule table 107.
Display to the customer according to the instructions in the information.

The HP display means 211 displays information unique to each customer stored in the customer database 106 for each customer.

The HP displayed by the HP display means 211 can realize all the functions of a normal HP. In other words, in addition to the browsing function, for example, a writing function and a function of downloading a catalog or SW (software) are provided.

On the other hand, the E-mail transmitting / receiving means 212
E-mail created by Message Development Group 105
The contents of the document are sent to customers in the customer group 101.

The e-mail transmitting / receiving means 212
Upon receiving a message (inquiry, question, application, survey content, etc.) from the customer, the following processing is performed (see FIG. 4).

First, as described above, a message from a customer is received (step S1).

At this time, the contents of the message or the question from the customer are evaluated and analyzed (step S2), and the message is classified according to a predetermined classification rule (step S3).

Here, the above-mentioned "predetermined classification rule" includes, for example, "the message is" inquiry / impression / request / FAQ (Frequency Asked Qes) ".
, etc.), "Questions about the contents, operations, services, etc. of EC products", "Comments and suggestions to the product development team", "Comments to HP and things to know (what you are looking for)", "Others" Non-technical questions, etc., "Inquiry of contact information for EC products / solutions,""Reception of applications for lectures and study groups,""New member registration,""Orders / negotiations," Either "information exchange" or "operation demonstration".

Further, statistical data of related items is collected (step S4), the request of the customer concerned is grasped (step S5), and the message development group 105 is instructed to plan and develop the contents (step S6).

Further, based on the contents of the message from the customer, it is determined whether or not the answer message prepared already satisfies the requirement for answering the customer (step S7). Automatically selects and acquires the corresponding answer message from the message schedule table 107 (step S8), and returns (distributes) an E-mail having the answer message to the customer (step S9). At this time, it is determined whether the distribution is to all the customers in the customer group 101 or to a specific customer group, and then the return is performed.

B. Operation of Customer Management Unit 220 The customer management unit 220 includes a member registration update unit 221, a customer DB update unit 222, and a password management unit 223.
And manages the detailed contents of each customer in the customer group 101.

Here, the member registration updating means 221 provides details of the applicant of the new customer (for example, an event / seminar participant, an applicant from the Internet 108, an applicant by mail, and an applicant by telephone / fax). The data is received by input via the HP display means 211, input via the E-mail transmitting / receiving means 212, or manual input, and new registration of a customer member is performed.

The member registration updating means 221 updates the member information when there is a request from the applicant to correct, add, or delete customer data.

Further, the member registration updating means 221 groups customers (selects / designates a specific group) according to various attributes of the customers.

On the other hand, the customer DB updating means 222 updates the customer database 106 as shown in the following a to e.

A. The customer attribute information changed by the member registration updating unit 221 is stored in the customer database 106, and the content of the customer attribute information is updated.

B. An individual message from the customer is stored in a corresponding area of the customer database 106 as information in “information on inquiry from customer”.

C. An individual message to each customer is stored in the customer database 106 as information in “information on inquiry from customer”.

D. As the information in the “information about the inquiry from the customer”, the result of the evaluation and analysis of the customer's message and the content of the question by the E-mail transmitting / receiving means 212 is stored in the customer database 106.

E. As “customer negotiation information”, sales information of each customer (for example, sales negotiation information, sales department 103)
From the customer database 106 to the customer database 106.

It should be noted that the salesman of the partner company has a customer DB having a function of managing and controlling inquiries and updates from the sales department 103 of the partner company to the customer database 106.
By accessing the updating means 222, the customer database 10
6 can be referred and updated.

On the other hand, the password management means 223
If you have information accessible to a particular customer,
A password is set in the customer database 106, and management is performed such that only the target customer (the specific customer) is allowed to access the information using the password.

C. Operation Related to Event Related Means 230 The event related means 230 includes an event developing means 231 and an event holding means 232, and develops and holds an event or seminar planned and developed by the event / semina group 104.

Here, the event development means 231 includes various business shows, lectures, seminars, and consortiums planned and developed by the event seminar group 104, formation of inspection groups, research groups, working group members, and the like. It supervises the management and operation of contents such as meetings.

On the other hand, the event holding means 232 is provided by another institution (for example, “C & C user forum” and “CO
M Japan ”) gathers event information
Disclose the event information to customers.

The contents and schedule of the event seminar are stored in the message schedule table 107 and used by the message-related means 240.

D. Operation Related to Message Related Means 240 Message related means 240
1 and schedule management means 242 for managing content and schedules of HP and E-mail.
Perform operations.

Here, the message management means 241 stores contents (HP or E-m) planned and developed by the event seminar group 104 and the message development group 105.
is stored and updated in the message schedule table 107.

On the other hand, the schedule management means 242 classifies the contents prepared by the message management means 241 as shown in a and b below, schedules them, and communicates them with the customer through the customer interface means 210. Offer.

A. For messages to be automatically transmitted to all (mainly messages related to events and seminars, etc.), schedule messages to be transmitted periodically and pre-schedule messages to be delivered as needed.

B. A message sent to a specific group (for example, a working group) (delivery means is an individual HP
For E-mail), a message to be periodically transmitted is selected for each specific group, a message to be periodically transmitted is scheduled, and a message to be distributed at any time is pre-scheduled.

(2) Second Embodiment FIG. 4 also corresponds to a flowchart showing a processing procedure of a CRM propulsion E-mail transmission / reception method according to a second embodiment of the present invention.

E-ma for CRM propulsion according to the present embodiment
The il transmission / reception method uses an E-mail transmission / reception means (for example, as shown in FIG. 2) in the customer interface means in the CRM promotion means in the customer relation management service system (the customer relation management service system as shown in FIGS. 1 and 2). Executed by the E-mail transmitting / receiving means 212)
A message receiving step S1 for receiving a message from the customer, and a message content evaluating / analyzing step S2 for evaluating / analyzing the content of the message or the question from the customer.
A message classification step S3 for classifying the message in accordance with the classification rule, a related matter statistical data collection step S4 for collecting statistical data of related matters, a customer request grasping step S5 for grasping the customer's request, a message Based on the planning / development instruction step S6 for instructing the development group on the planning / development of the contents, and based on the content of the message from the customer, whether or not the response message prepared for the customer satisfies the requirements for answering the customer. If the answer message requirement satisfaction determination step S7 and the existing answer message requirement satisfaction determination step S7 determine that “satisfied”, the corresponding answer message is automatically selected and acquired from the message schedule table. Corresponding answer message selection / acquisition step S8
And determining whether the distribution is to all the customers or to a specific customer group, and returning an E-mail having the response message to the customer.
and 1 returning step S9.

Note that the CRM propulsion E according to the present embodiment is
The contents of the operation (processing) of the -mail transmission / reception method are the same as the contents of the processing shown in FIG. 4 described in the customer relationship management service system according to the first embodiment.

(3) Third Embodiment FIG. 5 is a block diagram showing a configuration of a customer relationship management service system according to a third embodiment of the present invention.

Referring to FIG. 5, the customer relationship management service system according to the third embodiment of the present invention is different from the customer relationship management service system according to the first embodiment shown in FIG. The difference is that a recording medium 500 that records a relation management service processing program is provided. This recording medium 500 may be a magnetic disk, a semiconductor memory, or another recording medium.

The customer relationship management service processing program is as follows:
From the recording medium 500, the provider 100 (including the CRM promotion means 110, the customer database 106 and the message schedule table 107 are connected, and the customer group 101, the CRM promotion group 102, the sales department 103, and the event seminar group 104 are connected via the Internet 108). , And the provider 100 accessed from the message development group 105), and controls the operation of the provider 100 as the CRM promotion unit 110. The operation of the CRM promotion unit 110 in the provider 100 under the control of the customer relationship management service processing program is the same as that of the CRM promotion unit 110 in the first embodiment.
Since the operation is exactly the same as that described above, a detailed description thereof will be omitted.

(4) Fourth Embodiment FIG. 6 is a block diagram showing a configuration of a customer relationship management service system according to a fourth embodiment of the present invention. In FIG. 6, provider 100, customer group 1
01, CRM promotion group 102, sales department 103, event seminar group 104, and message development group 105 are connected to a communication network such as the Internet.

Referring to FIG. 6, a customer relationship management service system according to a fourth embodiment of the present invention is different from the first embodiment shown in FIG. 1 having CRM promotion means 101 shown in FIG. The difference is that such a customer relationship management service system is provided with a recording medium 600 recording a customer relationship management service processing program. This recording medium 600 may be a magnetic disk, a semiconductor memory, or another recording medium.

The customer relationship management service processing program is as follows:
From the recording medium 600, the provider 100 (including the CRM promotion unit 110, the customer database 106 and the message schedule table 107 are connected, and the customer group 101, the CRM promotion group 102, the sales department 10
3. Provider 1 accessed from the event seminar group 104 and the message development group 105
00), and the operation of the provider 100 is
RM promotion means 110 (CRM control means 200, customer interface means 210 (HP display means 211 and E
-Mail transmission / reception means 212), customer management means 220
(Member registration updating means 221, customer DB updating means 222,
And password management means 223), event-related means 230 (event development means 231 and event holding means 232), and message-related means 240 (message management means 241 and schedule management means 24).
2)). The operation of each unit in the CRM promotion unit 110 under the control of the customer relationship management service processing program is the same as that of the CRM promotion unit 11 in the first embodiment.
Since the operation is exactly the same as that of each means within 0, detailed description thereof will be omitted.

[0081]

As described above, according to the present invention,
The following effects are produced.

That is, according to the present invention, in the information exchange work with the customer concerning the provision of the CRM service, the IT
By leveraging (Information Technology), it is possible to provide CRM services to partner companies by scheduling and automating mechanical work as much as possible, so that communication with customers can be improved, There is an effect that it is possible to realize detailed information provision with good timing for each customer. In addition, there is an effect that it is possible to achieve an improvement in customer satisfaction in a partner company that does not have the know-how of CRM.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a customer relationship management service system according to a first embodiment of the present invention.

FIG. 2 is a block diagram showing a detailed configuration of a CRM propulsion unit in FIG.

FIG. 3 is a diagram showing an example of a specific configuration of a customer database in FIGS. 1 and 2;

4 is a process triggered by “reception of a message from a customer” by the E-mail transmitting / receiving means in FIG. 2 (processing procedure of the CRM promotion E-mail transmitting / receiving method according to the second embodiment of the present invention) FIG.

FIG. 5 is a block diagram showing a configuration of a customer relationship management service system according to a third embodiment of the present invention.

FIG. 6 is a block diagram showing a configuration of a customer relationship management service system according to a fourth embodiment of the present invention.

[Explanation of symbols]

 100 Provider 110 CRM promotion means 101 Customer group 102 CRM promotion group 103 Sales department 104 Event seminar group 105 Message development group 106 Customer database 107 Message schedule table 108 Internet 200 CRM management means 210 Customer interface means 211 HP display means 212 E -Mail transmission / reception means 220 customer management means 221 member registration / update means 222 customer DB update means 223 password management means 230 event-related means 231 event development means 232 event holding means 240 message-related means 241 message management means 242 schedule management means 500, 600 recording Medium S1 Message receiving step S2 Message content evaluation / analysis -Up S3 message classification step S4 related matters statistical data collection step S5 customer desired grasping step S6 planning and development instruction step S7 existing reply message requirements satisfaction judgment step S8 corresponding reply message selection and acquisition step S9 E-mail return step

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Hideki Tanaka 5-7-1 Shiba, Minato-ku, Tokyo Inside NEC Corporation (72) Inventor Hideaki Onishi 5-7-1 Shiba, Minato-ku, Tokyo Japan Within the Electric Company (72) Inventor Masayuki Inagaki 5-7-1 Shiba, Minato-ku, Tokyo NEC Corporation F-term (Reference) 5B049 AA01 AA02 BB49 CC00 CC02 CC32 DD01 EE00 FF03 GG02 GG04 GG09 GG09 GG09

Claims (10)

[Claims] 1. A customer relationship management service system for supporting customer relationship management for a customer group by a CRM promotion group, a sales department, an event seminar group, and a message development group of a partner company using a communication network. A customer database that stores information related to customer relationship management for each customer belonging to the group, a message schedule table that stores HP and E-mail contents and transmission schedules, and a relationship between a partner and a customer of the partner. A CRM service for improvement is realized by using the customer database and the message schedule table, providing useful information to the customer group, and analyzing and evaluating the information from the customer group before forming a partnership. Company C CR provided to RM promotion group
An information service system comprising M promotion means. 2. A CR that promotes CRM activities of partner companies
M Promotion Group, and the sales department of a partner company that will be a user who provides customer negotiation information and at the same time effectively uses the information provided by the information service system for sales activities,
Events and events of affiliated companies consisting of a department that plans and develops event-related businesses and a department that holds event-related businesses
HP provided to Semina Group and Customer Group
A customer relationship management service system that uses a communication network to support customer relationship management for a customer group with a message development group of a partner company that plans and develops content and E-mail documents for each customer belonging to the customer group A customer database storing information related to customer relationship management;
A message / schedule table storing mail contents and transmission schedules, a customer interface means in a CRM promotion means in an information service system serving as a contact point of information provision and information exchange for customers, and each customer in a customer group CRM in the information service system that manages the detailed contents of the service, manages the password, and performs new registration of the customer member, updates the member information, and updates the customer database.
Using the message schedule table, the customer management means in the promotion means, the event-related means in the CRM promotion means in the information service system for developing and holding events and seminars planned and developed by the event / semina group, and the message / schedule table. The message-related means in the CRM promotion means in the information service system for managing and operating the content and schedule of HP and E-mail, the customer interface means, the customer management means, the event-related means, and the CR in CRM promotion means in the information service system that controls and manages message related means
A customer relationship management service system comprising: M supervision means. 3. HP display means for displaying information of the message table and the customer database to the customer through the HP, and receiving information from the customer, and "E-mai"
l Function to send the contents of the document to the customer, "Function to receive the message from the customer", "Function to evaluate and analyze the message and the question from the customer, and perform classification and statistics" Customer interface means including E-mail transmission / reception means having a function of automatically selecting an answer message, "Registration / update of event / seminars", "Registration / registration of applications from the Internet"
Renewal "," Registration / update of application by mail "," Phone / F "
Registration / update of application by AX ”,“ Grouping of customers ”
Means for registering and updating customer information, "Storing customer attribute information in the customer database", "Storing individual messages from customers in the corresponding areas of the customer database", and "Saving individual messages to customers Storing in a database "," Storing the results of evaluation, analysis, classification, and statistical processing of customer messages and questions in a customer database ", and" Controlling access to the customer database from sales departments of partner companies " DB that performs "
Means, customer management means including password management means for managing passwords for permitting only specific customers to disclose information, management of various events and seminars planned and developed by the Event Semina Group, and related events And event-related means including event development means for managing the management and operation of content related to seminars and seminars, event-related means including event holding means for collecting event information and disclosing the event information, and storing the content of messages related to E-mail and HP. Message updating means for updating;
When sending a message, determine whether to distribute it to all customers or to a specific group of customers. For messages to be automatically sent to all, "Scheduling messages to be sent periodically" and " Perform "Pre-scheduling" and select "Messages to be sent periodically for each specific group and schedule messages to be sent periodically" and "Pre-schedule messages to be delivered as needed" The message-related means including schedule management means for performing “enhancement”, and the information service system and the CRM promotion group of the partner company manage and supervise various environment setting parameters for realizing the CRM promotion function. Customer interface means,
C that manages, controls, and updates the customer management means, the event-related means, and the message-related means
3. The customer relationship management service system according to claim 2, further comprising a CRM promotion unit including an RM control unit. 4. The system according to claim 1, further comprising a customer database storing customer attribute information, information on inquiries from the customer, and customer negotiation information for each customer identified by the customer ID. 4. The customer relationship management service system according to claim 2 or 3. 5. A communication system according to claim 1, wherein the communication network is the Internet, and the information service system is a provider.
The customer relationship management service system described. 6. An E-mail in a customer interface means in the CRM promotion means in the customer relationship management service system.
E for CRM propulsion executed by mail transmitting / receiving means
In the mail transmission / reception method, a message receiving step for receiving a message from a customer, a message content evaluating / analyzing step for evaluating / analyzing the content of a message or a question from a customer, and classifying the message according to a classification rule. Message classification step, related item statistical data collection step for collecting statistical data of related items, customer request grasp step for grasping the customer's request, and planning and development instructing the message development group to plan and develop the contents Instructing step, based on the content of the message from the customer, an existing answer message requirement satisfaction determining step of determining whether or not the requirement for answering the customer with the already prepared answer message is satisfied,
If it is determined in the existing response message requirement satisfaction determination step that “satisfied”, a corresponding response message selection / acquisition step of automatically selecting / acquiring a corresponding response message from a message / schedule table, and E-mail that returns the E-mail having the answer message to the customer after determining whether the distribution is to the customer or to a specific customer group.
1. A CRM propulsion E-mail transmission / reception method, comprising: 7. A customer relationship management service system for supporting customer relationship management for a customer group by a CRM promotion group, a sales division, an event seminar group, and a message development group of a partner company using a communication network. An information service system that connects a customer database that stores information related to customer relationship management for each customer belonging to HP and a message schedule table that stores HP and E-mail contents and transmission schedules is provided by an affiliated company and an affiliated company. C to improve relationships with customers
The RM service is realized by using the customer database and the message schedule table, provides useful information to the customer group, analyzes and evaluates information from the customer group, and then executes C / C of the partner company.
A recording medium on which a program for functioning as a CRM promotion unit provided to the RM promotion group is recorded. 8. A CR that promotes CRM activities of partner companies
M Promotion Group, and the sales department of a partner company that will be a user who provides customer negotiation information and at the same time effectively uses the information provided by the information service system for sales activities,
Events and events of affiliated companies consisting of a department that plans and develops event-related businesses and a department that holds event-related businesses
HP provided to Semina Group and Customer Group
A customer relationship management service system that uses a communication network to support customer relationship management for a customer group with a message development group of a partner company that plans and develops content and E-mail documents for each customer belonging to the customer group A customer database storing information related to customer relationship management;
An information service system for connecting a mail content and a message / schedule table for storing an outgoing schedule, a customer interface means for providing information to a customer and a window for information exchange, and a detailed description of each customer in a customer group. After managing the contents and password management, customer management means for registering new customer members, updating member information and updating the customer database, and events and seminars planned and developed by the Event Semina Group Event-related means for developing and hosting, message-related means for managing and operating contents and schedules of HP and E-mail using the message schedule table, customer interface means, customer management means , The event Means, and a recording medium recording a program for functioning as a CRM propulsion means and a CRM supervising means for supervising the messages related means. 9. A CRM promotion means, which functions according to a recorded program, displays information in a message table and a customer database to a customer through an HP, and receives an information from the customer.
-A function for sending the contents of a mail document to a customer, a function for receiving a message from a customer, a function for evaluating and analyzing a message or a question from a customer, and performing classification and statistics, and a function for a customer's question Customer interface means including E-mail transmission / reception means having a function of automatically selecting a response message according to
Performs registration and renewal of seminar participants, registration and renewal of applications from the Internet, registration and renewal of applications by mail, registration and renewal of applications by telephone and fax, and grouping of customers Member registration / updating means, "Storing customer attribute information in customer database", "Storing individual messages from customers in corresponding areas of customer database", "Storing individual messages to customers in customer database" Storing "," Storing the results of evaluation, analysis, classification, and statistical processing of customer messages and questions in the customer database "and" Controlling access to the customer database from sales departments of affiliated companies " Customer management means including customer DB means for performing, and password management means for managing a password for permitting information disclosure only to a specific customer Event An event development method that manages various events and seminars planned and developed by the Seminar Group, and manages and manages content related to the events and seminars, and an event that collects event information and publishes the event information Event related means including means, message management means for storing and updating the contents of messages related to E-mail and HP, and determining whether to distribute the message to all customers or to a specific group of customers when transmitting the message , "Scheduling messages to be sent periodically" and "Pre-scheduling messages to be delivered as needed" for messages automatically sent to all, and "Messages sent periodically" for messages sent to specific groups After selecting by specific group Regularly and message-related means, including a schedule management means for performing a pre-schedule "of the message to be delivered to the scheduled" and "at any time of the message to be outgoing, and information service system and the CRM Promotion Group of affiliated companies C of
It manages and controls various environment setting parameters for realizing the RM promotion function, and manages, controls and updates the customer interface means, the customer management means, the event-related means, and the message-related means. 9. The recording medium according to claim 8, further comprising a CRM control unit that performs the operation. 10. The recording medium according to claim 7, wherein the communication network is the Internet, and the information service system is a provider.