JP4125965B2 - Customer information management system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a customer whose products are sold by a plurality of entities or provided with services related to the products, and relates to a system for comprehensively managing customer information managed by each entity using network communication.
[0002]
[Prior art]
A plurality of sales companies (entities) handling commodities such as automobiles manage customer information such as names, addresses, and telephone numbers of customers of each sales company by individual information management systems. In addition, each sales company provides customers with information on new products, aftercare services, and the like by DM (direct mail) or telephone based on customer information. As a result, the sales company can advertise the enhancement of its own service to the customer, so that the customer can promote the reuse of the company by the customer when purchasing a product or requesting a repair of the product. In view of such circumstances, a system related to DM issuance and management has been proposed (see, for example, Patent Document 1).
[0003]
[Patent Document 1]
JP 2001-306789 A
[0004]
[Problems to be solved by the invention]
However, since customer information is “property” for each sales company, generally, customer information of one sales company is not disclosed to other sales companies. Therefore, even if a plurality of sales companies hold information such as addresses for the same customer, the sales companies cannot know each other. For this reason, it is necessary for the sales company to regularly mail the DM to an address that is different from the actual one, or to continuously call the telephone number that is different from the actual one. The disadvantage that it takes etc. occurs.
[0005]
For example, consider a case where customer x purchases a product from sales company A and then requests sales company B to repair the product. In this case, after purchasing the product from sales company A, customer x changes its base, and the address is changed from “XX prefecture ●● city…” to “△△ prefecture ▲▲ city” by the time of requesting repair of the product. It can be assumed that the telephone number is changed from “0... 1502” to “0... 1421”. In addition, (2) when customer x temporarily returns home, even though the address “XX prefecture ●● city…” and phone number “01.502” remain unchanged after the purchase. When a repair request is made, a situation may be assumed in which the home address “△△ prefecture ▲▲ city”, telephone number “01.4211”, etc. are provided to the sales company B.
[0006]
In both cases (1) and (2), according to the customer information held by the sales company A, the address, telephone number, etc. of the customer x are “XX prefecture ●● city...” “0. On the other hand, according to the customer information held by the sales company B, the address, telephone number, etc. of the customer x are “△△ prefecture ▲▲ city”, “01.4211”, and the like.
[0007]
For the sales companies A and B, as described above, the customer information is a property and is therefore not disclosed to the public. Therefore, when the customer x purchases a product from the sales company A and then requests the sales company B to repair the product, the sales companies A and B each have the same customer x information. , You can't get to know each other.
[0008]
For this reason, sales company A will continue to post mails and continue phone calls, assuming that the address, phone number, etc. of customer x is “XX prefecture ●● city…”, “01.502”, etc. Or call it. Similarly, the sales company B continuously mails DMs and makes phone calls on the assumption that the address, phone number, etc. of customer x are “△△ prefecture ▲▲ city ~”, “01.4211”, etc. Or
[0009]
However, in the case of {circle around (1)}, since the actual address of the customer x is different from the information held by the sales company A, DM mailing and telephone calls to the customer x by the sales company A are wasted. . In the case of (2), since the actual address of the customer x is different from the information held by the sales company B, the DM mail and the telephone to the customer x by the sales company B are useless. . For this reason, for the sales companies A and B, as described above, unnecessary postage and telephone charges are incurred. Naturally, as the number of customers increases, such wasteful costs become enormous, which is a serious problem for a sales company.
[0010]
Therefore, the present invention provides a system capable of appropriately and comprehensively managing customer information of a plurality of entities from the viewpoint of wasteful cost savings caused by duplicate customer information held by a plurality of entities. And
[0011]
[Means for Solving the Problems]
A customer information management system of the present invention for solving the above problems includes a product identifier assigned to each product to identify each product, a customer identifier for identifying each customer, and a customer contact information Information acquisition means for acquiring customer information including information and managed by a plurality of first entities from a terminal of the first entity via a network, and a customer acquired from the terminal of the first entity by the information acquisition means Information registration means for registering information in association with the first entity, and for the product identifier, customer information identical to the new customer information of the second entity acquired from the terminal of the second entity by the information acquisition means is registered as information A first determination means for determining whether the information is registered or unregistered by the means, and a new customer information for the product identifier by the first determination means. Second determination means for determining whether the new customer information and the registered customer information are the same for the customer identifier and the contact information when the same customer information is determined to be registered, and a second determination If it is determined by the means that the new customer information and the registered customer information are different with respect to the customer identifier or contact information, the information registration means associates with the first entity terminal registered in association with the registered customer information. On the other hand, among the customer information managed by the first entity, first identification information for identifying which registered customer information is determined to be different from the new customer information with respect to the customer identifier or contact information, And an information providing means provided via a network.
[0012]
According to the present invention, for the “product identifier”, it is first determined whether or not the same customer information as the customer information (new customer information) newly managed by the second entity has been registered. (First determination).
[0013]
If it is determined in the first determination that the same customer information as the new customer information has already been registered for the product identifier, then the new customer information and the registered customer information for “customer identifier” and “customer contact information” Are determined (second determination).
[0014]
And when it determines with both customer information differing about a customer identifier or contact information by 2nd determination, it is managed by this 1st entity with respect to the terminal of the 1st entity which manages the said registered customer information separately. Among the existing customer information, “first specifying information” for specifying which registered customer information is provided is provided.
[0015]
The fact that the first specific information is provided to the terminal of the first entity is that there are a plurality of pieces of customer information that are the same for “product identifier” and different for one of “customer identifier” and “customer contact information” Means that they are managed by different entities. The fact that customer information that differs only in the “customer identifier” is managed by multiple entities means that a person who was a customer of the first entity has a contact address with another person (typically a family member or a cohabitant). Is transferred, and it is highly probable that the other person has become a new customer of the second entity. In addition, customer information that is different only in “contact information” is managed by a plurality of entities. The contact information of the person who was the customer of the first entity fluctuates. This means that there is a high probability that the customer was a new customer of the second entity. For this reason, there is a high possibility that the first entity is wasted even if the DM is continuously mailed to the customer.
[0016]
In view of such circumstances, the first entity is the customer information to which the “first specific information” is provided through the terminal, and by extension, who has the possibility of being wasted when the DM is mailed. It can be grasped. The first entity can confirm the location of the customer based on the customer information managed by the first entity, and can determine whether to continue mailing the DM to the customer based on the confirmation work. . Compared with the case of confirming the location of all customers including those with high probability of not moving, this work is significantly reduced in burden.
[0017]
Therefore, according to the present invention, the first entity can omit useless mailing of the DM to the customer, and can save useless costs for the mailing.
[0018]
Also, the first entity and the second entity do not directly exchange the customer's personal information, and the customer's personal information is kept secret from each other and can be safely protected.
[0019]
Further, according to the present invention, the information providing means specifies the registered customer information according to the first specific information from the terminal of the first entity provided with the first specific information, and cancels according to the operation of the terminal by the first entity When the information is acquired by the information acquisition means via the network, among the customer information managed by the second entity, the identification by the first identification information is canceled in the first entity among the customer information managed by the second entity Second specifying information for specifying which customer information is provided is provided via a network.
[0020]
According to the present invention, when the first entity determines that it is meaningful to continue mailing the DM to the customer related to the first specific information, the customer information based on the first specific information at the terminal Can be deselected. In response to this, the second entity terminal identifies which customer information managed by the second entity is unspecified by the first identification information among the customer information managed by the second entity. Information "is provided.
[0021]
The fact that the second specific information is provided to the terminal of the second entity is that there are a plurality of pieces of customer information that are the same for the “product identifier” and different for one of the “customer identifier” and the “customer contact information”. This means that it is determined that the identification of the customer information by the first identification information is unnecessary by the first entity. The fact that the identification of customer information by the first specific information was canceled by the first entity was judged by the first entity that it would be meaningful to mail a DM to the customer based on the customer information. This means that there is a high probability that the second entity will waste DM mailing the customer based on the customer information. For this reason, there is a high possibility that the second entity is wasted even if the DM is mailed to the customer.
[0022]
In view of such circumstances, the second entity determines which customer information is provided with the “second specific information” through the terminal, and who is likely to be wasted when the DM is mailed. It can be grasped. The second entity can confirm the location of the customer based on the customer information managed by the second entity, and can determine whether to continue mailing the DM to the customer based on the confirmation work. . Compared with the case of confirming the location of all customers including those with high probability of not moving, this work is significantly reduced in burden.
[0023]
Therefore, the second entity can omit useless mailing of DM to the customer, and can save useless cost for the mailing.
[0024]
Furthermore, in the present invention, when the information registration unit determines that the new customer information and the registered customer information are different for the customer identifier or the contact information by the second determination unit, the information registration unit has been associated with the first entity until then. Instead of registered customer information, the new customer information is registered in association with the second entity.
[0025]
As described above, it is determined by the second determination means that the new customer information and the registered customer information are different for the customer identifier or the contact information. The person who was the customer of the first entity is the new customer of the second entity. This means that there is a high possibility that even if the first entity mails the DM to the customer, the first entity is useless. Therefore, it is possible to send the DM to the customer based on the customer information managed by the second entity, rather than to waste the customer information managed by the first entity. High nature.
[0026]
According to the present invention, in this case, instead of the customer information associated with the first entity by the information registration means, the customer information newly managed by the second entity is associated with the second entity. It is registered with. Therefore, only the customer information that is highly likely not to be wasted when the DM is mailed to the customer can be registered by the information registration means.
[0027]
In the present invention, when the first determination means determines that the same customer information as the new customer information is not registered for the product identifier, or the second determination means determines the new customer information and the registered customer for the customer identifier and contact information. When it is determined that the information is different from the information, a third determination unit that determines whether the same customer information as the new customer information is registered or unregistered for the customer identifier and the contact information is provided. When the third determination means determines that the same customer information as the new customer information is not registered for the customer identifier or contact information, the new customer information is registered in association with the second entity. To do.
[0028]
According to the present invention, when it is determined that the same customer information as the new customer information is not registered for the “customer identifier” or “contact information”, the customer is completely new and the customer information is registered by the information registration means. There is a high probability of not being. In this case, this new customer information is registered by the information registration means. Therefore, when the customer information newly managed by the second entity is highly likely to be unregistered new customer information, the customer information can be registered by the information registration means.
[0029]
Further, according to the present invention, the third determination means determines whether the customer information identical to the new customer information is registered or unregistered for the customer name as the customer identifier and the customer telephone number as the contact information. It is characterized by determining.
[0030]
Further, in the present invention, the customer information identical to the new customer information has been registered by the information registration means for the customer name as the customer identifier and the customer telephone number as the customer contact information in the second determination means. Or unregistered.
[0031]
According to the present invention, customer information can be appropriately managed from the viewpoint of cost saving such as useless mailing of DM by an entity based on the name and telephone number of the customer.
[0032]
DETAILED DESCRIPTION OF THE INVENTION
An embodiment of a customer information management system of the present invention will be described with reference to the drawings.
[0033]
FIG. 1 is a configuration explanatory diagram of a customer information management system in one embodiment of the present invention, and FIGS. 2 to 6 are functional explanatory diagrams of the customer information management system in one embodiment of the present invention.
[0034]
The customer information management system shown in FIG. 1 includes a server 10 connected to a plurality of entity terminals 20 (including a first entity terminal 21 and a second entity terminal 22) via a network so that they can communicate with each other. Has been. One or a plurality of servers 10 constituting the customer information management system of the present invention may be used.
[0035]
The customer information management system includes an information acquisition unit 11, an information registration unit 12, a first determination unit 13, a second determination unit 14, a third determination unit 15, and an information provision unit 16.
[0036]
The information acquisition unit 11 acquires “customer information” managed by each entity using the terminal 20 from each terminal 20 via the network. The customer information includes at least a product number (product identifier) assigned to the product to identify each product, a customer name (customer identifier), a customer address and a telephone number (contact information). . Hereinafter, information acquisition by the information acquisition unit 11 is expressed as “reception” of information by the server 10 or “transmission” of information to the server 10.
[0037]
The information registration unit 12 registers the customer information received by the server 10 in association with each entity that is the transmission source based on the determination result by the first determination unit 13 or the like as will be described later.
[0038]
For the “product number”, the first determination unit 13 has registered whether or not the same customer information as the new customer information of the second entity transmitted from the terminal 22 of the second entity to the server 10 has been registered by the information registration unit 12. It is determined whether it is.
[0039]
When the first determination unit 13 determines that the same customer information as the new customer information has been registered for the “product number”, the second determination unit 14 determines the new customer information for the “customer name” and “phone number”. And the registered customer information are determined to be the same.
[0040]
When the first determination unit 13 determines that the same customer information as the new customer information is not registered for the “product number”, or the second determination unit 14 determines “customer name” and “phone number”. If it is determined that the new customer information is different from the registered customer information for "Customer Name" and "Telephone Number", it is determined whether the same customer information as the new customer information is registered or unregistered .
[0041]
The information providing unit 16 provides “first specific information” to the terminal 21 of the first entity via a network under a predetermined condition, and provides “second specific information” to the second entity via a network under another predetermined condition. Provide to the terminal 22 of the entity. Hereinafter, information provision by the information provision unit 16 is expressed as “transmission” by the server 10 or “reception” from the server 10.
[0042]
Functions of the customer information system having the above-described configuration will be described with reference to FIGS.
[0043]
In advance, “customer information” managed by each entity is transmitted from the plurality of entity terminals 20 to the server 10 (arrow 1 in FIG. 2). Which customer information managed by the entity is transmitted to the server 10 can be selected by the entity terminal 20. The customer information received by the server 10 can be registered by the information registration unit 12 so that customer information regarding the same customer does not overlap. As shown in FIG. 4, customer information p1, p2,..., Pn of the first entity and customer information q1, q2,..., Qm of the second entity are registered as comprehensive recording customer information by the information registration unit 12. The
[0044]
When the second entity obtains a new customer and manages the customer information as new customer information (see FIG. 5q0), “new customer information” is transmitted from the terminal 22 of the second entity to the server 10. (Arrow 2 in FIG. 2).
[0045]
Accordingly, first, whether or not the same customer information as the customer information (new customer information) to be newly managed by the second entity has been registered for the “product number” by the first determination unit 13. Is determined (first determination / sl in FIG. 3).
[0046]
If it is determined in the first determination that the same customer information as the new customer information has already been registered for the product number (YES in FIG. 3 s1), then the new customer information for “customer name” and “customer telephone number” And the registered customer information are determined (second determination / s2 in FIG. 3).
[0047]
If it is determined in the second determination that the customer information is different for either one of the customer name and the telephone number (one match), the information registration unit 12 has previously registered the first entity. In place of the customer information, new customer information is registered in association with the second entity (s3 in FIG. 3). For example, if it is determined that the customer information p2 (see FIG. 4) registered in association with the first entity is different from the new customer information q0 for either the customer name or the telephone number in the second determination, this Customer information q0 is registered in association with the second entity (see FIG. 5).
[0048]
Further, in this case, for the first entity terminal 21 that individually manages the registered customer information, the customer information managed by the first entity is identified as to which registered customer information is the registered customer information. The “first specific information” is transmitted from the server 10 (arrow 3 in FIG. 2, s4 in FIG. 3). As a result, the first specific information x1 for specifying which registered customer information p2 is among the registered customer information p1, p2,..., Pn managed by the first entity is the terminal 21 of the first entity. (See FIG. 5).
[0049]
The first entity cancels the identification of the customer information by the first identification information at the terminal 21 when it is determined that it is meaningful to continue mailing the DM to the customer related to the first identification information. . For example, the first specific information x1 shown in FIG. 5 disappears in response to the click operation at the terminal 21 of the first entity.
[0050]
In response, the information registration unit 12 registers new customer information in association with the second entity instead of the registered customer information previously associated with the first entity (s6 in FIG. 3). For example, when the identification of the registration information p2 by the first identification information x1 (see FIG. 5) is canceled, the customer information p2 is registered again in association with the first entity (see FIG. 6).
[0051]
Also, the release information is transmitted from the first entity terminal 21 to the server 10 (arrow 4 in FIG. 2). Further, the server 10 specifies the customer information for which the identification by the first identification information is canceled among the customer information managed by the second entity from the server 10 to the terminal 22 of the second entity. Specific information ”is provided (arrow 5 in FIG. 2, s7 in FIG. 3). Thereby, the 2nd specific information x2 which identifies the said customer information q0 among the customer information q0, q1, ..., qm managed by the 2nd entity is displayed on the terminal 22 of the 2nd entity. (See FIG. 6).
[0052]
Here, it returns to the determination by the 1st determination unit 13 and the 2nd determination unit 14, and description of the function of this system is continued.
[0053]
When it is determined in the second determination that both “customer name” and “phone number” match, the registered state of the customer information is maintained as it is.
[0054]
Further, when it is determined in the first determination that the same customer information as the new customer information is not registered for “product number” (NO in FIG. 3 s1), or “customer name” and “phone number” in the second determination. Are determined to be inconsistent, the third determination unit 15 determines whether or not the same customer information as the new customer information has been registered for the “customer name” and “phone number” (FIG. 3 s8). ).
[0055]
If it is determined in the third determination that the same customer information as the new customer information has already been registered for “customer name” and “phone number” (YES in FIG. 3 s8), the registered state of the customer information is maintained as it is. . On the other hand, if it is determined in the third determination that the same customer information as the new customer information is not registered for the “customer name” and “phone number”, the new customer information is transferred to the second entity by the information registration unit 12. Newly registered in correspondence (FIG. 3 S9).
[0056]
According to the customer information management system of the present invention, the provision of the first specific information to the terminal 21 of the first entity (see arrow (3) in FIG. 2, FIG. 3s4, FIG. 5x1) is the same for the “product number” and This means that different customer information for one of “customer name” and “phone number” is managed by the first and second entities, respectively. The fact that customer information that differs only in “customer name” is managed by the first and second entities is that the person who was the customer of the first entity has another contact with the same contact (typically family, living person) ) Is transferred, and it is highly probable that the other person has become a new customer of the second entity. In addition, the fact that customer information that differs only in “phone number” is managed by the first and second entities means that the contact information of the person who was the customer of the first entity fluctuates, and the first contact information after the change is first. This means that there is a high probability that a person who was a customer of the entity has become a new customer of the second entity. For this reason, there is a high possibility that the first entity is wasted even if the DM is continuously mailed to the customer.
[0057]
In view of such circumstances, the first entity can determine which customer information is provided with the “first specific information” through the terminal 21 and, by extension, a customer who may be wasted when DM is mailed. It is possible to know who the person is (see FIG. 5x1). The first entity can confirm the location of the customer based on the customer information managed by the first entity, and can determine whether to continue mailing the DM to the customer based on the confirmation work. . Compared with the case of confirming the location of all customers including those with high probability of not moving, this work is significantly reduced in burden.
[0058]
Accordingly, the first entity can omit useless mailing of the DM to the customer, and can save useless cost for the mailing.
[0059]
Also, the first entity and the second entity do not directly exchange the customer's personal information, and the customer's personal information is kept secret from each other and can be safely protected.
[0060]
In addition, when the first entity determines that it is meaningful to continue mailing the DM to the customer related to the first specific information, the first entity specifies the customer information by the first specific information at the terminal 21. It can be released (see FIG. 5x1, FIG. 6). In response to this, the second entity terminal 22 identifies which of the customer information managed by the second entity is the customer information for which the identification by the first identification information has been canceled. Specific information ”is provided (see arrow (5) in FIG. 2, FIG. 3s7, FIG. 6 × 2).
[0061]
The second specific information provided to the terminal 22 of the second entity is the same for the “product number” and different customer information for one of the “customer name” and “phone number”. It means that it is respectively managed by two entities, and it is determined by the first entity that it is unnecessary to specify the customer information by the first specific information. The fact that the identification of customer information by the first specific information was canceled by the first entity was judged by the first entity that it would be meaningful to mail a DM to the customer based on the customer information. This means that there is a high probability that the second entity will waste DM mailing the customer based on the customer information. For this reason, there is a high possibility that the second entity is wasted even if the DM is mailed to the customer.
[0062]
In view of such circumstances, the second entity identifies which customer information is provided with the “second specific information” through its terminal, and in turn, which customers may be wasted when DM is mailed. (See Fig. 6x2). The second entity can confirm the location of the customer based on the customer information managed by the second entity, and can determine whether to continue mailing the DM to the customer based on the confirmation work. . Compared with the case of confirming the location of all customers including those with high probability of not moving, this work is significantly reduced in burden.
[0063]
Therefore, the second entity can omit useless mailing of DM to the customer, and can save useless cost for the mailing.
[0064]
In the above embodiment, “name” is adopted as the “customer identifier”, but “birth date”, “profession”, etc. may be adopted in addition to or instead of “name” as another embodiment. . In the above embodiment, “phone number” is adopted as “contact information”. However, in addition to or instead of “phone number”, “address”, “postal code”, “e-mail address” are used as other embodiments. Or the like may be employed.
[Brief description of the drawings]
FIG. 1 is a diagram illustrating the configuration of a customer information management system according to an embodiment of the present invention.
FIG. 2 is a functional explanatory diagram of a customer information management system according to an embodiment of the present invention (part 1);
FIG. 3 is a functional explanatory diagram of a customer information management system according to an embodiment of the present invention (part 2).
FIG. 4 is a function explanatory diagram of the customer information management system according to the embodiment of the present invention (part 3);
FIG. 5 is a functional explanatory diagram of a customer information management system according to an embodiment of the present invention (part 4);
FIG. 6 is a functional explanatory diagram of the customer information management system according to the embodiment of the present invention (part 5).
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 10 ... Server, 11 ... Information acquisition unit, 12 ... Information registration unit, 13 ... First judgment unit, 14 ... Second judgment unit, 15 ... Third judgment unit, 16 ... Information providing unit, 20 ... Entity terminal, 21 ... the first entity terminal, 22 ... the second entity terminal

Claims (6)

A system that comprehensively manages customer information managed by each entity using a network communication with respect to a customer whose products are sold or services related to the products are provided by a plurality of entities.
A customer managed by a plurality of first entities, including a product identifier assigned to each product for identifying individual products, a customer identifier for identifying individual customers, and customer contact information Information acquisition means for acquiring information from the terminal of the first entity via the network;
Information registration means for registering customer information acquired from the terminal of the first entity by the information acquisition means in association with the first entity;
A first determination for determining whether the same customer information as the new entity information of the second entity acquired from the terminal of the second entity by the information acquisition unit is registered or unregistered by the information registration unit for the product identifier Means,
If it is determined by the first determination means that the same customer information as the new customer information has been registered for the product identifier, whether or not the new customer information and the registered customer information are the same for the customer identifier and contact information A second determination means for determining;
The first entity registered in association with the registered customer information by the information registering means when the second determining means determines that the new customer information and the registered customer information are different for the customer identifier or contact information 1st specification which specifies which of the customer information managed by the first entity is the registered customer information determined to be different from the new customer information with respect to the customer identifier or contact information A customer information management system comprising information providing means for providing information via a network. The information providing means receives from the terminal of the first entity provided with the first specific information, release information corresponding to the operation of the terminal by the first entity, specifying the registered customer information by the first specific information via the network. Which of the customer information managed by the second entity is the customer information for which the identification by the first identification information is canceled in the first entity for the terminal of the second entity when acquired by the information acquisition means 2. The customer information management system according to claim 1, wherein second specifying information for specifying is provided via a network. When the information registration unit determines that the new customer information and the registered customer information are different for the customer identifier or contact information by the second determination unit, the information registration unit replaces the registered customer information that has been associated with the first entity until then. 3. The customer information management system according to claim 1, wherein the new customer information is registered in association with the second entity. When the first determination means determines that the same customer information as the new customer information is not registered for the product identifier, or the second determination means determines that the new customer information and the registered customer information are different for the customer identifier and contact information A third determination means for determining whether the same customer information as the new customer information is registered or unregistered for the customer identifier and the contact information,
When the third determination unit determines that the same customer information as the new customer information is not registered by the third determination unit, the information registration unit registers the new customer information in association with the second entity. The customer information management system according to claim 1, 2, or 3. The third determination means determines whether the same customer information as the new customer information is registered or unregistered for the customer name as the customer identifier and the customer telephone number as the contact information. The customer information management system according to claim 4. The second determination means has registered or unregistered customer information identical to the new customer information by the information registration means for the customer name as the customer identifier and the customer telephone number as the customer contact information. 6. The customer information management system according to claim 1, wherein the customer information management system is characterized by:

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