KR20030007296A - Customer relationship management system - Google Patents

Abstract

PURPOSE: A CRMS(customer relationship management system) is provided to offer customer information to a shop terminal by detecting a frequency of an RF(Radio Frequency) mode through a sensor if the customer holding a customer card including an RF transmitter approaches within a constant distance and by searching matched data from a customer management server. CONSTITUTION: A signal generator(220) generates a constant frequency and transmits an RF signal through a transmitter(230). A detecting sensor(300) receives the RF signal from the customer card(200) within a detection area and transmits an identification signal to the customer management server(100). The customer management server(100) comprises an input/output part(110), a CPU(120) and a customer information database(130). An input module(121) of the CPU(120) receives the identification signal transmitted from the detecting sensor(300) through the input/output part. A searching module(120) searches and extracts the customer database matching with the identification signal. The customer database is transmitted to the shop terminal(400) through the input/output part(110) of the customer management server(100).

Description

Customer Relationship Management System

The present invention relates to a system for providing a high-quality service to a specific customer, such as luxury shops of department stores, when a customer with a RF (Radio Frequency) transmitter enters a specific area, the sensor detects the nearby The present invention relates to a customer management system that enables a store manager to provide customer information in advance by providing customer information to a store manager.

In the conventional customer management, a customer management card mainly in the form of paper or magnetic card is used. The customer management method using the paper is made by displaying the number of store visits of the customer or by describing the propensity of the customer, and the customer management method using the customer management card in the form of a magnetic card is stored when the card issued to the customer is recognized. As the customer information stored in the means is extracted and displayed, the store manager checks the displayed customer information and provides a corresponding discount service.

In the previously filed "Customer Management System and Method Using Wireless Barcode (Public Disclosure 2002-21585)", a barcode method is applied to the form of the customer management card, and customer information can be obtained by a simple scanning process, and a discount service corresponding thereto. It is presented how to provide.

The barcode method is unique in that it provides a method of recognizing a customer's code without directly contacting the customer management card, but the distance between the barcode scanner and the barcode only works within a short distance (approximately 1-3 cm). There are disadvantages.

In other words, the store manager can receive the customer information in the same way as the previous method, the customer has completed the purchase after the purchase or the way to enter the store to recognize the customer directly, Could not be provided.

The present invention has been made to solve the above problems of the prior art,

Providing a customer card equipped with an RF transmitter to the customer, when the customer with the customer card approaches within a certain distance of the store, the sensor detects the natural frequency of the RF method and retrieves the corresponding data from the customer management server. To provide customer information to the store terminal.

Therefore, the store manager can grasp the customer's information and purchase tendency in advance by viewing the provided customer information and introduce the product to the customer, so the purpose is to provide a high quality service that is differentiated from the general service.

1 is a diagram illustrating a configuration in which only one sensor and one store terminal are respectively coupled to a customer management server in a customer management system according to an embodiment of the present invention.

2 is a diagram illustrating a configuration in which a plurality of sensors and a store terminal are respectively coupled to a customer management server in a customer management system according to another embodiment of the present invention.

3A is a plan view illustrating a sensor and a store terminal as a store in which the customer management system of FIG. 2 is introduced.

FIG. 3B schematically shows the information content of the location information DB of FIG. 3A to which FIG. 2 is applied.

4 is a diagram illustrating a configuration in which an identification signal of a sensor is transmitted to a customer management server through a store terminal in the customer management system according to another embodiment of the present invention.

FIG. 5 is a diagram illustrating a configuration in which a store terminal and a customer management server are integrated in a customer management system according to another embodiment of the present invention.

6 is a diagram illustrating a configuration in which a plurality of customer management servers are connected through a communication network in the customer management system according to another embodiment of the present invention.

<Description of reference numerals for the main parts of the drawings>

100: customer management server 110: input and output

120: central processing unit 121: input module

122: search module 123: data processing module

124: output module 130: customer information DB

140: location information DB200: customer card

210: power supply unit 220: signal generation unit

230: transmitter 300: sensor

400: store terminal 500: communication network

Customer management system of the present invention for solving the above technical problem is composed of a customer card, a sensor, a customer management server, and a store terminal.

The customer card includes a power supply for supplying a small amount of power, such as a battery, a signal generator for receiving a power from the power supply, and generating a natural frequency, and amplifying the generated frequency to be transmitted to the outside in an RF manner. It may be made of a transmitter.

Such a customer card unilaterally transmits the natural frequency of the RF system periodically / continuously. However, the customer card may further include a receiving unit and a detection sensor in addition to the signal generation unit, so that when the frequency transmitted from the sensor is received by the customer card, the customer card may be configured to transmit the natural frequency to the outside.

The "customer card" is the same as a membership card provided by a store that provides customers or regular customers who visit the store or purchase an item. The customer card may be provided in the form of an accessory such as a general card or key ring, in this case, the customer card requires a certain size or more for the installation of the transmitter and power supply for transmitting the natural frequency in the RF method.

In addition, the "unique frequency" refers to a frequency generated from the signal generator that is set differently for each customer card.

In addition, the "store" is a place that provides a service, such as purchase of goods, in a broad sense means any business that deals with customers, such as department stores, discount stores, video rental stores, in a narrow sense to provide high-quality services It means luxury shops that target specific people.

On the other hand, the detection sensor is to detect a frequency in a certain region, such as within a few meters radius from the installation site, if the RF signal having a natural frequency in the detection area is detected, the detection sensor is a digital signal corresponding to the RF signal The signal is converted into an identification signal and transmitted to a customer management server or a store terminal connected to a wired or wireless network.

In this case, the sensor may display its location by transmitting location information with the identification signal or by including location information in the transmitted identification signal.

The "constant area" refers to an area where the sensor is located within a radius within which the frequency transmitted from the customer card is reached or an area where the sensor can sense the frequency transmitted from the customer card. It is expressed as a sensing area centered on a sensing sensor. Therefore, the radius of the detection area varies depending on the transmission strength of the customer card, and can be set to several meters or tens of meters by amplifying the transmission strength, but this is set in consideration of the service life (battery life) and the installation environment. It is desirable to do it.

In addition, the customer management server is composed of the input and output unit, the customer information DB, the control unit when receiving an identification signal from the sensor directly or indirectly retrieves the corresponding customer information and transmits. The customer management server may further perform a process of updating the customer information DB when additional information such as product purchase information is received from the store terminal.

The input / output unit is connected to the sensor and the store terminal by wire or wireless, respectively, and serves to receive a signal or transmit data. In addition, the customer information stored in the customer information DB includes the personal information of the customer, such as name, age, address, purchase item, purchase date, purchase price, and purchase inclination, and the like. The image may be further stored.

The control unit may be a central processing unit (CPU) that performs all the storage, operation, and control functions to control each unit in the customer management server. The lower component of the controller includes an input module for receiving an identification signal / additional information received from an input / output unit, and searching for customer data corresponding to the identification signal in a customer information DB and / or inputting additional information in a customer information DB. Search and data processing module, and an output module for outputting the retrieved customer data.

The store terminal is a device for receiving customer data from the customer management server and receiving additional information (personal information change or information on goods purchase) of a store visiting customer from a display or store manager and transmitting the received customer data to the customer management server. .

The transmission to each part, that is, the transmission means between the sensor-customer management server, the sensor-store terminal, the store terminal-customer management server is connected to the wire or used as a communication network (Internet network, telephone network, wireless network, etc.) Can be used by connecting.

In addition, in this specification, the store terminal and the customer management server are described in detail above, but the store terminal and the customer management server may be one component. That is, the store terminal may be integrated with a method of including a function (control unit, customer management DB) of the customer management server, or by including a function (display) of the store terminal in the customer management server.

In addition, the customer information DB is located only in the customer management server, and is installed to transmit customer data to each store terminal, or the customer information server is located in the main customer information DB and the auxiliary customer information DB in the store terminal is periodically updated between each other. Can be installed.

The customer management system configured as described above detects the RF signal transmitted from the customer card and extracts the corresponding customer data and transmits it to the store so that the store manager can utilize it for marketing.

The customer management system requires the store manager to read the customer data, and must carry out all the marketing 1: 1 until the customer leaves the store. Therefore, the customer management system targets a specific minority such as a luxury store in a department store rather than a general store or a store. It is preferable to be installed in the shop to be.

The customer management system,

1) In case of providing to one store, 1 ~ 2 sensors can be installed in contact with the store, and the customer management server and the store terminal can be integrated.

2) In the case of providing services for a specific area where a large number of stores are concentrated, the customer management server receives the identification signal from the detection sensor by installing a plurality of sensors (at least one in a store). It operates by providing customer information to stores near the sensor.

3) In the case of operating in conjunction with a chain store, it is provided with a main server that collectively operates customer information, and can be used by connecting the customer management servers of 1) and 2) to the main server by wire or wireless network. .

At this time, the main server and the customer management server is located in each of the customer information DB periodically to update the database between each other, or the customer information DB only in the main server, the customer management server to the customer terminal retrieved from the main server to the store terminal It can only play the role of relaying server.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the drawings.

Since the embodiments of the detailed description to be described are merely examples for describing the present invention, it is obvious that those skilled in the art to which the present invention pertains are partially modified with reference to the detailed description that fall within the scope of the present invention.

1 is a configuration diagram showing a form in which the customer management system, which is an embodiment of the present invention, is coupled to a sensor and a store terminal each having one customer management server.

As shown in the customer card 200, when power is supplied from the power supply unit 210 to the signal generator 220, the signal generator generates a specific natural frequency and emits the RF signal through the transmitter 230.

As such, when the detection sensor enters the area of the RF signal propagated at a predetermined interval / continuously from the customer card 200, that is, when the detection sensor 300 enters the detection area of the detection sensor 300, the detection sensor 300 sets the natural frequency. Receiving an RF signal having the corresponding identification signal is transmitted to the customer management server 100 is connected by extension or wireless.

The customer management server 100 receiving the identification signal is composed of an input / output unit 110, a central processing unit 120, customer information DB 130, the input module 121 of the central processing unit 120 is The identification signal transmitted by the detection sensor is transmitted through the input / output unit 110, and the search module 122 searches the customer information DB 130 to search for and extract customer data corresponding to the transmitted identification signal.

When the customer data is extracted, the customer data is transmitted to the store terminal 400 through the input / output unit of the customer management server 100 by the output module 124 of the central processing unit, and the store terminal 400 transmits the received customer data. Will be displayed.

Therefore, the store manager can grasp the name of the customer, the propensity to purchase goods, etc. by viewing the displayed customer information, and when the customer enters the store, he can provide a high-quality service that introduces new products and grants discounts. It is.

When the customer who received such a service purchases an item, the store manager inputs information on the item purchase to the store terminal 400. That is, the store terminal 400 transmits the input additional information (item information purchased by the customer) to the customer management server 100, and the input module 121 of the customer management server receives the additional information through an input / output unit. The search module 122 extracts the customer data corresponding to the additional information from the customer information DB 130, and the data processing module 123 combines the extracted customer data with the additional information. Will be entered again.

FIG. 2 is a diagram illustrating a configuration in which a customer management server is coupled to a sensing sensor and a store terminal each having a plurality of customer management servers in another embodiment of the present invention.

As shown, this embodiment is a customer card 200, a customer management server 100, a plurality of sensor 300 and a plurality of store terminals (wired and wirelessly connected to the customer management server, respectively) 400).

The sensor 300 is installed one for each entrance or a predetermined area of each store, the installed sensor is connected to each customer management server 100, the store terminal 400 is a PC or installed in each store or The notebook PC is connected to the customer management server 100, respectively.

In addition, the customer management server 100 is further provided with a location information DB 140 for storing the location of each sensor and the store terminal. The location information may be a module that is a logical part of a program or a form residing in a central processing unit or RAM, ROM, etc. in addition to the DB form shown.

When the customer with the customer card 200 reaches the detection zone of the detection sensor 300, the detection sensor 300 detects / receives an RF signal having a natural frequency of the customer card and manages the identification signal corresponding thereto. Send to server 100. At this time, the identification signal transmitted to the customer management server further includes the location information of the sensor 300.

In the customer management server, the search module 122 searches ① customer information DB 130 to extract customer data corresponding to the received identification signal, and ② searches for location information DB 140 to detect the information contained in the identification signal. The terminal 300 extracts the location information corresponding to the location information of the sensor 300 and transmits the customer data to the extracted store terminal 400.

For example, as a plan view of a store incorporating a customer management system according to the present invention, a sensor and a store terminal are illustrated with reference to FIG. 3A and FIG. 3B showing information content recorded in a location information DB.

As shown, when the natural frequency is received by the detection sensor S1, the detection sensor S1 transmits the identification signal corresponding to the natural frequency and its location information to the customer management server or sends the identification signal combining the location information to the customer management server. Will be sent. The customer management server receiving the identification signal retrieves the location information DB, extracts the terminal numbers P1 and P2 corresponding to the location information of the sensor S1, and stores the customer data extracted from the customer information DB in the stores of the P1 and P2. It will be sent to the terminal.

In this way, each store where the customer data is transmitted can acquire the customer's information in advance and provide high quality services when the customer visits the store.

On the other hand, the input of additional information for the goods purchased by the customer is made in the same manner as in the example of FIG.

4 is a diagram illustrating a configuration in which an identification signal of a sensor is transmitted to a customer management server through a store terminal in the customer management system according to another embodiment of the present invention.

As shown, this embodiment is composed of a customer card 200, a sensor 300, a store terminal 400, the customer management server 100, RF having a natural frequency of the customer card 200 The process of transmitting the signal, the process of detecting the sensor 300, and the process of driving the customer management server 100 are the same as those of the embodiment of FIG.

However, in FIG. 1, the sensor 300 directly transmits an identification signal to the customer management server 100, but in the present embodiment, the identification signal is transmitted to the customer management server 100 via the store terminal 400.

Such an embodiment may be used when only a few stores among a plurality of stores introduce the customer management system of the present invention, and the closest store terminal 400 receives a signal from the sensor 300 installed near the store. By receiving, there is an advantage that can reduce the installation cost by removing the wired and wireless network connecting the sensor 300 and the customer management server 100.

5 is a configuration diagram showing a form in which the store terminal and the customer management server are integrated in the customer management system according to another embodiment of the present invention.

As shown, this embodiment is composed of a customer card 200, a sensor 300, a customer management server 100, the customer management server 100 includes a display and input means which is a function of the store terminal In the driving process, the customer card 200 transmits an RF signal having a natural frequency and a detection process of the detection sensor 300 is the same as the embodiment of FIG. 1.

In this embodiment, the customer management server 100 is composed of an input and output unit 110, a central processing unit 120, and a customer information DB (130). The input module 121 of the central processing unit 120 receives the identification signal transmitted by the detection sensor 300 through the input / output unit 110, and the search module 122 searches for the customer information DB 130. The customer data corresponding to the transmitted identification signal is searched and extracted, and the extracted customer data is displayed by the output module 124.

In addition, when a customer purchases an item, the store manager inputs information on the item purchase to the customer management server 100. That is, when the input module 121 receives additional information (item information purchased by the customer) through the input / output unit 110, the search module 122 receives the customer data corresponding to the additional information from the customer information DB 130. Extracted from, and the data processing module 123 combines the extracted customer data and the additional information is input to the customer information DB (130).

6 is a diagram illustrating a configuration in which a plurality of customer management servers are connected through a communication network in the customer management system according to another embodiment of the present invention.

As shown, this embodiment is a customer management system for integrated management of a store operated as a chain store nationwide, by connecting the customer management system according to the above-described embodiment of Figures 1, 2, 4, 5, In particular, by connecting the customer management server constituting the customer management system to the communication network 500, periodically to update the customer information or to share the customer information.

In addition, for example, the head office is provided with a customer management server, and stores in each region are equipped with a store terminal, so that the customer management server and the store terminal are connected to a communication network so that the customer is not limited to a separate sub-customer management server. Any method that can provide information can be used.

The system of the present embodiment can provide a high-quality service to share the same customer information irrespective of the region so that the customer receives the same service even when visiting any store in the country.

As described in detail above, the present invention customer management system,

It is to provide high-quality services to a certain minority, such as luxury stores in department stores. Application of the customer management system of the present invention allows the store manager to grasp the customer's information in advance by allowing the customer to access the store without the customer having to directly recognize the customer card.

Therefore, when a customer visits a store, the store manager can form an intimate bond by saying hello with the customer's name, introducing products or new products according to the customer's purchasing tendency, and providing additional discounts and free gifts. Active marketing can be realized by providing various services.

Claims (5)

In the customer management system, A customer card for transmitting the natural frequency by the RF method; A detection sensor for transmitting an identification signal corresponding to the natural frequency to the customer management server when detecting the natural frequency transmitted from the customer card; A customer management server which extracts customer data corresponding to the identification signal received from the sensor from a customer information DB and transmits the same to a store terminal; And a store terminal for displaying the customer data received from the customer management server. In the customer management system, A customer card for transmitting the natural frequency by the RF method; A detection sensor for transmitting an identification signal corresponding to the natural frequency to a store terminal below when detecting a natural frequency transmitted from the customer card; A store terminal for transmitting the identification signal received from the sensor to a customer management server and / or displaying customer data received from the customer management server; And a customer management server extracting customer data corresponding to the identification signal transmitted from the store terminal from the customer information DB and transmitting the extracted customer data to the store terminal. In the customer management system, A customer card for transmitting the natural frequency by the RF method; A detection sensor for transmitting an identification signal corresponding to the natural frequency to the customer management server when detecting the natural frequency transmitted from the customer card; And a customer management server extracting and displaying customer data corresponding to the identification signal received from the sensor from the customer information DB. The method according to claim 1 or 2, Customer management system, characterized in that the customer information DB is further configured in the store terminal. The method according to any one of claims 1 to 3, The customer data is a customer management system, characterized in that it comprises an image (photo).