A CRM customer management method and system for middle-aged and elderly tourism

Abstract

The present invention relates to the technical field of tourism CRM management, and specifically relates to a method and system for managing middle-aged and elderly tourism CRM customers; first, obtain the basic information of customers through a customer terminal, and determine the user tags of customers based on the basic information. The management terminal determines the recommendation values of various tourism products for customers based on the user tags of customers. The larger the recommendation value, the higher the matching degree between the tourism product and the customer. Determine the tourism products initially recommended to customers based on the recommendation values, and mark them as initially recommended products; then obtain the real-time facial video corresponding to the customers when they view the initially recommended products through the customer terminal, and judge the most satisfactory tourism product among multiple initially recommended products based on the real-time facial video, which is the intended tourism product; finally, determine the final recommended products for customers based on the intended tourism products of customers, which is more time-saving and labor-saving, and has a higher matching accuracy.

Description

Technical Field

[0001] The present invention relates to the technical field of tourism CRM management, and particularly relates to a CRM customer management method and system for middle-aged and elderly tourism. Background Art

[0002] Customer Relationship Management is abbreviated as CRM (Customer Relationship Management), which is a tool for enterprises to manage customer relationships. With the booming development of the sunset industry, the elderly tourism industry has also witnessed an explosive growth; elderly care and sojourning have become a new form of tourism; as a typical service product, tourism products involve multiple aspects such as transportation, scenic spots, accommodation, and tour guide explanations, and the routes, scenic spots, accommodation and food types, and transportation methods of different tourism products are all different; moreover, it is difficult to control the travel needs and preferences of customers, and it is necessary to fully explore user behaviors to find out the interests of customers, and then accurately match suitable tourism products for customers; furthermore, travel products are relatively low-frequency products. How to conduct targeted analysis based on the limited information provided by target customers and accurately match suitable tourism products for customers has become an urgent problem to be solved in the industry; currently, the customer relationship management technical solutions in the industry are relatively primitive. Usually, it relies on marketing personnel to communicate with customers by phone manually and determine the preferences of customers based on their own experience to match and recommend tourism products. This primitive matching and recommendation method is not accurate, and at the same time, it will increase the reception rate of irrelevant information for users, which is not conducive to the improvement of information interaction efficiency; therefore, there is an urgent need for a technical solution that can more accurately and quickly match suitable tourism products for customers. Summary of the Invention

[0003] The main object of the present invention is to provide a CRM customer management method and system for middle-aged and elderly tourism, aiming to solve the problem that there is an urgent need for a technical solution that can more accurately and quickly match suitable tourism products for customers.

[0004] The technical solution proposed by the present invention is as follows:

[0005] A CRM customer management method for middle-aged and elderly tourism, which is applied to a CRM customer management system for middle-aged and elderly tourism; the system includes a customer terminal and a management terminal that are communicatively connected to each other; the customer terminal includes a camera module and a display screen; the method includes:

[0006] The customer terminal obtains the basic information of the customer and determines the user label of the customer based on the basic information;

[0007] The management terminal determines the recommendation values of each tourism product for the customer based on the customer's user tags, and determines multiple tourism products initially recommended to the customer based on the recommendation values, which are marked as initially recommended products. Among them, the larger the recommendation value, the higher the matching degree between the tourism product and the customer;

[0008] The customer terminal displays the initially recommended products, and obtains the real-time facial video of the customer during the display of the initially recommended products through the camera module. Among them, the initially recommended product with a larger recommendation value is displayed in a more forward position on the customer terminal;

[0009] The customer terminal determines the customer's intended tourism product among the initially recommended products based on the customer's real-time facial video;

[0010] The management terminal determines the customer's final recommended products based on the customer's intended tourism product.

[0011] Preferably, the basic information includes gender, age, address, taste preference, budget range, and current time; the user tags include gender tag, age group tag, departure place tag, taste preference tag, budget range tag, and current season tag; the method further includes:

[0012] The management terminal generates and trains a tourism product recommendation neural network model based on historical customer information. Among them, the input parameters of the tourism product recommendation neural network model are the basic information of historical customers and the intended tourism products of historical customers, and the output parameters of the tourism product recommendation neural network model are the tourism products finally ordered by historical customers;

[0013] The management terminal determines the customer's final recommended products based on the customer's intended tourism product, including:

[0014] The management terminal inputs the customer's basic information and the customer's intended tourism product into the tourism product recommendation neural network model, and takes the output tourism product as the final recommended product corresponding to the customer;

[0015] The customer terminal obtains the customer's basic information and determines the customer's user tags based on the basic information, including:

[0016] The customer terminal determines the gender tag based on the customer's gender, determines the age group tag based on the customer's age, determines the departure place tag based on the customer's address, determines the taste preference tag based on the customer's taste preference, determines the budget range tag based on the customer's budget range, and determines the current season tag based on the current time.

[0017] Preferably, based on the user tags of the customers, the management terminal determines the recommendation values of each tourism product for the customers, and based on the recommendation values, determines multiple tourism products initially recommended to the customers, marked as initially recommended products, including:

[0018] The management terminal obtains the customers who have placed orders for tourism products in the past first preset period of time and marks them as corresponding customers who have placed orders;

[0019] The management terminal respectively marks the types of user tags with the largest quantity among the user tags of all the customers who have placed orders corresponding to the tourism products as the first target tag, the second target tag, the third target tag, the fourth target tag, the fifth target tag, and the sixth target tag;

[0020] The management terminal uses the first target tag, the second target tag, the third target tag, the fourth target tag, the fifth target tag, and the sixth target tag as the recommended tags of the tourism products;

[0021] Based on the user tags of the customers and the recommended tags of each tourism product, the management terminal determines the recommendation values of each tourism product for the customers, and based on the recommendation values, determines multiple tourism products initially recommended to the customers, marked as initially recommended products.

[0022] Preferably, based on the user tags of the customers and the recommended tags of each tourism product, the management terminal determines the recommendation values of each tourism product for the customers, and based on the recommendation values, determines multiple tourism products initially recommended to the customers, marked as initially recommended products, including:

[0023] The management terminal compares the user tags of the customers with the recommended tags of each tourism product, obtains the number of coincidences between the recommended tags and the user tags, and uses the number of coincidences as the recommendation value of the tourism product for the customers;

[0024] The management terminal obtains the preset initial recommendation quantity;

[0025] The management terminal sorts the tourism products in descending order of the recommendation values and selects the first preset number of tourism products in the sorting as the first target products;

[0026] The management terminal sorts the tourism products in descending order of the order quantity in the past second preset period of time and selects the first second preset number of tourism products in the sorting as the second target products, where the sum of the first preset quantity and the second preset quantity is the initial recommendation quantity, and the second preset quantity is less than the first preset quantity;

[0027] The management terminal uses the first target products and the second target products as the tourism products initially recommended to the customers and marks them as initially recommended products.

[0028] Preferably, the client terminal displays the initially recommended product and acquires the real-time facial video of the customer during the display of the initially recommended product on the display screen through the camera module, including:

[0029] The client terminal generates a positioning page on the display screen. Among them, prompt text is set in the middle of the positioning page, and one positioning icon block is set at each of the four corners of the positioning page on the display screen. The positioning icon block is a rectangular block, and the color of the positioning icon block is the preset color red. The prompt text is used to prompt the customer to focus on each positioning icon block in turn;

[0030] The client terminal acquires the real-time facial video of the customer during the display of the positioning page on the display screen through the camera module and marks it as the first target video;

[0031] The client terminal generates a product display page for displaying the initially recommended product on the display screen. Among them, product introduction picture blocks arranged in a matrix and with the number of initially recommended products are set on the product display page. The product introduction picture blocks are rectangular, and the product introduction picture blocks correspond to the initially recommended products one by one;

[0032] The client terminal acquires the real-time facial video of the customer during the display of the product display page on the display screen through the camera module and marks it as the second target video.

[0033] Preferably, after the client terminal acquires the real-time facial video of the customer during the display of the product display page on the display screen through the camera module and marks it as the second target video, it further includes:

[0034] The client terminal decomposes the first target video into image frames to obtain multiple frame images, which are marked as the first target frame images. Among them, the first target frame image is a rectangular image including the customer's face;

[0035] The client terminal performs image recognition on each first target frame image respectively to determine the first eyeball focus identification points of each first target frame image. Among them, the first eyeball focus identification point is the center point of the line segment connecting the center points of the left eye and the right eye in the first target frame image;

[0036] The client terminal takes the first eyeball focus identification points closest to the four corner positions of the first target frame image as the first target point, the second target point, the third target point, and the fourth target point respectively;

[0037] The client terminal determines the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment based on the first target point, the second target point, the third target point, and the fourth target point;

[0038] The client terminal marks the rectangular area enclosed by the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment as the target rectangular area, and divides the target rectangular area into a number of sub-areas with the same area and arranged in a matrix, where all the first eye fixation identification points fall within the target rectangular area. The arrangement of the sub-areas is the same as the arrangement of the initially recommended products on the product display page, and the sub-areas correspond one-to-one with the initially recommended products.

[0039] Preferably, the client terminal marks the rectangular area enclosed by the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment as the target rectangular area, and divides the target rectangular area into a number of sub-areas with the same area and arranged in a matrix. After that, it further includes:

[0040] The client terminal decomposes the second target video into image frames to obtain a plurality of frame images, which are marked as the second target frame images. The second target frame images are rectangular images including the customer's face, and the sizes of the second target frame images are the same as those of the first target frame images;

[0041] The client terminal performs image recognition on each second target frame image respectively to determine the second eye fixation identification points of each second target frame image. The second eye fixation identification point is the center point of the line segment connecting the center points of the left and right eye balls in the second target frame image;

[0042] The client terminal compares the positions of the second eye fixation identification points with the positions of the sub-areas to obtain the number of second target frame images corresponding to the second eye fixation identification points that fall into each sub-area, which is marked as the falling-in number corresponding to each sub-area;

[0043] The client terminal determines the initially recommended product corresponding to the sub-area with the largest falling-in number as the customer's intended tourism product.

[0044] Preferably, the client terminal displays the initially recommended products, and obtains the real-time facial video of the customer during the display of the initially recommended products through the camera module. It further includes:

[0045] The client terminal generates a sub-page for displaying the initially recommended products on the display screen. The number of sub-pages is multiple, and the sub-pages correspond one-to-one with the initially recommended products. The sub-page includes a product display block in the middle of the screen and a circular identification color block around the product display block. The colors of the circular identification color blocks of different sub-pages are different, and the customer can switch different sub-pages by sliding the display screen;

[0046] The customer terminal obtains the real-time facial video of the customer during the display of the sub-page by the camera module, and marks it as the third target video;

[0047] The customer terminal determines the customer's intended tourism products from the initially recommended products based on the customer's real-time facial video, including:

[0048] The customer terminal determines the customer's intended tourism products from the initially recommended products based on the third target video.

[0049] Preferably, the customer terminal determines the customer's intended tourism products from the initially recommended products based on the third target video, including:

[0050] The customer terminal decomposes the third target video into image frames to obtain a plurality of frame images, and marks them as the third target frame images, where the third target frame image is a rectangular image including the customer's face;

[0051] The customer terminal obtains the hue values of all pixel points in the third target frame image and takes the average value as the overall hue value of the third target frame image;

[0052] The customer terminal obtains the hue values corresponding to the loop identification color blocks of each sub-page and uses them as the target hue values corresponding to the sub-pages;

[0053] The customer terminal establishes a corresponding relationship between the initially recommended products corresponding to the sub-page with the target hue value closest to the overall hue value of the third target frame image;

[0054] The customer terminal determines the initially recommended product with the largest number of corresponding third target frame images as the customer's intended tourism product.

[0055] The present invention also proposes a CRM customer management system for middle-aged and elderly tourism, which applies the CRM customer management method for middle-aged and elderly tourism; the system includes a customer terminal and a management terminal that are communicatively connected to each other; the customer terminal includes a camera module and a display screen.

[0056] Through the above technical solutions, the following beneficial effects can be achieved:

[0057] The middle-aged and elderly tourism CRM customer management method proposed by the present invention can more accurately and quickly match customers with suitable tourism products. Specifically, during operation, first obtain the basic information of customers through the customer terminal, and determine the user tags of customers based on the basic information. For tourism product service providers, there are a large number of tourism products, and different customers may be satisfied with different tourism products. Therefore, the management terminal determines the recommendation value of each tourism product relative to the customer based on the customer's user tags. The larger the recommendation value, the higher the matching degree between the tourism product and the customer, and the higher the probability that the customer is satisfied with the tourism product. Therefore, determine the tourism products initially recommended to the customer based on the recommendation value, and mark them as initially recommended products. The number of initially recommended products is multiple to facilitate customers to select. Then, obtain the real-time facial video corresponding to the customer when watching the initially recommended products through the customer terminal, and judge the most satisfactory tourism product among the multiple initially recommended products based on the real-time facial video, and use the most satisfactory tourism product as the customer's intended tourism product. Finally, determine the customer's final recommended product based on the customer's intended tourism product. The matching degree between the final recommended product and the customer is higher. This solution can quickly and accurately match customers with suitable tourism products through the customer's basic information and the real-time facial video when the customer observes the initially recommended products again, without the need for customer service personnel to communicate with customers by phone to obtain the tourism products that customers are satisfied with, which is more time-saving and labor-saving, and the matching accuracy is higher. BRIEF DESCRIPTION OF THE DRAWINGS

[0058] In order to more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the following will briefly introduce the drawings required for use in the description of the embodiments or the prior art. Obviously, the following drawings are only some embodiments of the present invention. For those of ordinary skill in the art, without creative efforts, other drawings can be obtained based on the structures shown in these drawings.

[0059] Figure 1 It is a flowchart of the steps of the first embodiment of a middle-aged and elderly tourism CRM customer management method proposed by the present invention;

[0060] Figure 2 It is a schematic diagram of the positioning page of the fifth embodiment of a middle-aged and elderly tourism CRM customer management method proposed by the present invention;

[0061] Figure 3 It is a schematic diagram of the product display page of the fifth embodiment of a middle-aged and elderly tourism CRM customer management method proposed by the present invention;

[0062] Figure 4 It is a schematic diagram of the sub-page of the eighth embodiment of a middle-aged and elderly tourism CRM customer management method proposed by the present invention. DETAILED DESCRIPTION OF THE EMBODIMENTS

[0063] It should be understood that the specific embodiments described herein are only used to explain the present invention and are not used to limit the present invention.

[0064] The present invention provides a CRM customer management method and system for middle-aged and elderly tourism.

[0065] As shown in the Figure 1 - attached Figure 4 In the first embodiment of a CRM customer management method for middle-aged and elderly tourism proposed by the present invention, the CRM customer management method for middle-aged and elderly tourism is applied to a CRM customer management system for middle-aged and elderly tourism; the system includes a customer terminal (such as a smart phone, which is used by the target customers of tourism products) and a management terminal (operated by the management personnel of tourism service providers, such as a computer terminal) that are communicatively connected to each other; the customer terminal includes a camera module (such as a camera) and a display screen; this embodiment includes the following steps:

[0066] Step S110: The customer terminal obtains the basic information of the customer and determines the user label of the customer based on the basic information.

[0067] Specifically, the basic information here is uploaded or filled in by the customer through the customer terminal, and the user label of the customer can be determined based on the basic information.

[0068] Step S120: The management terminal determines the recommendation value of each tourism product relative to the customer based on the user label of the customer, and determines multiple tourism products initially recommended to the customer based on the recommendation value, which are marked as initially recommended products. Among them, the larger the recommendation value, the higher the matching degree between the tourism product and the customer.

[0069] Specifically, for tourism product service providers, there are a large number of tourism products, and different customers may have different favorite tourism products. Therefore, the management terminal determines the recommendation value of each tourism product relative to the customer based on the user label of the customer. The larger the recommendation value, the higher the matching degree between the tourism product and the customer, and the higher the probability that the customer is satisfied with the tourism product. Therefore, several tourism products with the largest recommendation values are used as the initially recommended products for the customer, and the number of initially recommended products in this embodiment is multiple to facilitate the customer's selection.

[0070] Step S130: The customer terminal displays the initially recommended products and obtains the real-time facial video of the customer during the display of the initially recommended products on the display screen through the camera module. Among them, the initially recommended products with larger recommendation values are displayed more prominently on the customer terminal.

[0071] Specifically, in this embodiment, when the customer uses the customer terminal, customer authorization will be obtained in advance. Only on the premise of obtaining customer authorization can the real-time facial video of the customer during the display of the initial recommended products be obtained through the camera module.

[0072] Step S140: The customer terminal determines the customer's intended travel product among the initial recommended products based on the customer's real-time facial video.

[0073] Specifically, the real-time facial video is the facial video corresponding to the customer when viewing the initial recommended products through the customer terminal. The customer terminal can judge the most satisfactory travel product of the customer among multiple initial recommended products based on the real-time facial video, and use the most satisfactory travel product as the customer's intended travel product.

[0074] Step S150: The management terminal determines the customer's final recommended product based on the customer's intended travel product.

[0075] Specifically, as can be seen from the above steps, the customer's satisfaction with the final recommended product is relatively high. Therefore, in this embodiment, the intended travel product is directly used as the customer's final recommended product.

[0076] The middle-aged and elderly travel CRM customer management method proposed by the present invention can more accurately and quickly match suitable travel products for customers. During specific operations, first obtain the customer's basic information through the customer terminal, and determine the customer's user label based on the basic information. For travel product service providers, there are a large number of travel products, and different customers may be satisfied with different travel products. Therefore, the management terminal determines the recommendation value of each travel product relative to the customer based on the customer's user label. The larger the recommendation value, the higher the matching degree between the travel product and the customer, and the higher the probability that the customer is satisfied with the travel product. Therefore, based on the recommendation value, determine the travel products initially recommended to the customer, which are marked as initial recommended products. The number of initial recommended products is multiple to facilitate customer selection. Then, obtain the real-time facial video corresponding to the customer when viewing the initial recommended products through the customer terminal, judge the most satisfactory travel product of the customer among multiple initial recommended products based on the real-time facial video, and use the most satisfactory travel product as the customer's intended travel product. Finally, determine the customer's final recommended product based on the customer's intended travel product. The matching degree between the final recommended product and the customer is higher. This solution can quickly and accurately match suitable travel products for customers through the customer's basic information and the real-time facial video when the customer observes the initial recommended products, without the need for customer service personnel to communicate with customers by phone to obtain the travel products that customers are satisfied with, which is more time-saving and labor-saving, and the matching accuracy is higher.

[0077] In addition, the management terminal of this CRM customer management system for middle-aged and elderly tourism can also obtain the voice information during the communication between salespersons and customers. After performing voice recognition and text extraction on the voice information, personalized labels are assigned to the customers; and corresponding tourism products are matched based on the personalized labels. The basic information in this embodiment includes the basic information of customers (age, gender, region, etc.), hobbies (culture, food, sports, etc.), and consumption habits (budget, accommodation preferences, etc.); the management terminal can also construct a tourist portrait based on big data analysis technology to deeply understand the needs and preferences of different tourist groups, so as to facilitate subsequent sales follow-up or targeted optimization and adjustment based on the personalized labels of customers during the product service process, improving the conversion rate and customer satisfaction; at the same time, the management terminal of this CRM customer management system for middle-aged and elderly tourism can also set corresponding reminder items for service actions such as signing of tourism contracts, collection of group fees, purchase of insurance, procurement from suppliers, allocation of beds for sub-groups, assignment of service personnel, and departure notice, so as to monitor the progress in real time.

[0078] In the second embodiment of a CRM customer management method for middle-aged and elderly tourism proposed by the present invention, based on the first embodiment, the basic information includes gender, age, address, taste preference, budget range, and the current moment; the user labels include gender label, age group label, departure place label, taste preference label, budget range label, and current season label; this embodiment further includes the following steps:

[0079] Step S210: The management terminal generates and trains a tourism product recommendation neural network model based on historical customer information. Among them, the input parameters of the tourism product recommendation neural network model are the basic information of historical customers and the intended tourism products of historical customers, and the output parameter of the tourism product recommendation neural network model is the tourism product finally ordered by historical customers.

[0080] Specifically, the output parameter of the tourism product recommendation neural network model is the tourism product finally ordered by historical customers. Therefore, through the tourism product recommendation neural network model, the final recommended products for customers can be more accurately matched based on big data.

[0081] Step S150 includes the following steps:

[0082] Step S220: The management terminal inputs the basic information of the customer and the intended tourism product of the customer into the tourism product recommendation neural network model, and takes the output tourism product as the final recommended product corresponding to the customer.

[0083] Step S110 includes the following steps:

[0084] Step S230: The client terminal determines a gender label based on the customer's gender, an age group label based on the customer's age, a departure location label based on the customer's address, a taste preference label based on the customer's taste preference, a budget range label based on the customer's budget range, and a current season label based on the current time.

[0085] Specifically, the gender label is male or female, and the age group label is any one of teenager, middle-aged, middle and old-aged, and elderly; the departure location label is the province of departure, the taste preference label is any one of Shandong cuisine, Sichuan cuisine, Cantonese cuisine, Fujian cuisine, Jiangsu cuisine, Zhejiang cuisine, Hunan cuisine, and Anhui cuisine, and the current season label is any one of the four seasons. The above user labels can accurately and personalized represent the characteristics of different customers. Therefore, through the user labels of customers, more suitable travel products can be matched more accurately.

[0086] In the third embodiment of a customer management method for middle-aged and elderly tourism CRM proposed by the present invention, based on the second embodiment, this embodiment further includes the following steps:

[0087] Step S301: The management terminal obtains the product labels corresponding to each travel product. Among them, the product labels of travel products are manually determined by the management personnel through the management terminal. The product labels of travel products include the departure location, destination, passing locations, transportation mode, main scenic spot names, travel duration, and per capita cost range.

[0088] Specifically, the management terminal determines the product labels of travel products. The product labels can reflect the characteristics of travel products. Therefore, both management personnel and customers can understand travel products through the product labels.

[0089] Step S120 includes the following steps:

[0090] Step S302: The management terminal obtains the customers who have placed orders for travel products within the past first preset duration (for example, 1 year) and marks them as corresponding ordered customers.

[0091] Step S303: The management terminal marks the most numerous types of user labels among the user labels of all ordered customers corresponding to the travel product as the first target label, the second target label, the third target label, the fourth target label, the fifth target label, and the sixth target label respectively.

[0092] Specifically, the most numerous gender label among the user labels of all ordered customers corresponding to the travel product is marked as the first target label. For example, when the most numerous gender label of the ordered customers corresponding to the travel product within the past 1 year is female, the first target label is female.

[0093] Mark the age group label with the largest quantity among the user labels of all customers who have placed orders for the corresponding travel product as the second target label. For example, if the age group label with the largest quantity among the customers who have placed orders for the travel product in the past year is the middle-aged and elderly, then the second target label is the middle-aged and elderly.

[0094] Mark the departure place label with the largest quantity among the user labels of all customers who have placed orders for the corresponding travel product as the third target label. For example, if the departure place label with the largest quantity among the customers who have placed orders for the travel product in the past year is Hunan Province, then the third target label is Hunan Province.

[0095] Mark the taste preference label with the largest quantity among the user labels of all customers who have placed orders for the corresponding travel product as the fourth target label. For example, if the taste preference label with the largest quantity among the customers who have placed orders for the travel product in the past year is Hunan cuisine, then the fourth target label is Hunan cuisine.

[0096] Mark the budget range label with the largest quantity among the user labels of all customers who have placed orders for the corresponding travel product as the fifth target label. For example, if the budget range label with the largest quantity among the customers who have placed orders for the travel product in the past year is 3,000 - 4,000 yuan, then the fifth target label is 3,000 - 4,000 yuan.

[0097] Mark the current season label with the largest quantity among the user labels of all customers who have placed orders for the corresponding travel product as the sixth target label. For example, if the current season label with the largest quantity among the customers who have placed orders for the travel product in the past year is summer, then the sixth target label is summer.

[0098] Step S304: The management terminal uses the first target label, the second target label, the third target label, the fourth target label, the fifth target label, and the sixth target label as the recommended labels for the travel product.

[0099] Specifically, since the first target label, the second target label, the third target label, the fourth target label, the fifth target label, and the sixth target label are all the user labels corresponding to the customers who have placed the most orders for this travel product, customers with the first target label, the second target label, the third target label, the fourth target label, the fifth target label, and the sixth target label have a greater preference for this travel product. Therefore, directly use the first target label, the second target label, the third target label, the fourth target label, the fifth target label, and the sixth target label as the recommended labels for the travel product.

[0100] Step S305: The management terminal determines the recommendation value of each travel product relative to the customer based on the customer's user label and the recommended label of each travel product, and determines the travel product initially recommended to the customer based on the recommendation value, which is marked as the initially recommended product.

[0101] Specifically, in this embodiment, the recommended tags of travel products are matched with the user tags of customers to determine the recommended value of each travel product relative to the customer. Subsequently, based on the recommended value, the travel products initially recommended to the customer (i.e., the initially recommended products) are determined.

[0102] In the fourth embodiment of a CRM customer management method for middle-aged and elderly travel proposed by the present invention, based on the third embodiment, step S305 includes the following steps:

[0103] Step S410: The management terminal compares the user tags of the customer with the recommended tags of each travel product, obtains the number of overlaps between the recommended tags and the user tags, and takes the number of overlaps as the recommended value of the travel product relative to the customer.

[0104] Specifically, the value range of the above-mentioned number of overlaps is [0, 6]. The upper limit value of this value range is the total number of user tags. In this embodiment, the number of user tags is 6 (which are gender tag, age group tag, departure place tag, taste preference tag, budget range tag, and current season tag) respectively. Therefore, the value range of the above-mentioned number of overlaps is [0, 6].

[0105] It can be seen that the more the number of overlaps between the recommended tags and the user tags, the higher the matching degree between the customer and the travel product, that is, the greater the possibility that the customer is satisfied with the travel product. Therefore, in this embodiment, the number of overlaps is used as the recommended value of the travel product relative to the customer. The higher the recommended value of the travel product, the higher the matching degree for the customer.

[0106] Step S420: The management terminal obtains a preset initial recommendation quantity.

[0107] Specifically, in this embodiment, the initial recommendation quantity is 9; multiple initially recommended products are set to facilitate the customer's selection, so as to find a travel product that the customer is more satisfied with.

[0108] Step S430: The management terminal sorts the travel products in descending order of the recommended value, and selects the first preset quantity (for example, 6) of travel products in the sorting as the first target products.

[0109] Specifically, in this embodiment, if there are multiple travel products with the same recommended value, the first preset quantity is preferentially satisfied. After that, if there are remaining travel products with the same recommended value, travel products are randomly selected from the remaining travel products with the same recommended value; for example: in this embodiment, 6 travel products need to be selected as the first target products. If the number of travel products with a recommended value of 6 is 5 and the number with a recommended value of 5 is 2, then directly select the 5 travel products with a recommended value of 6 as the first target products, and randomly select 1 from the 2 travel products with a recommended value of 5 as the first target product.

[0110] Step S440: The management terminal sorts the tourism products in descending order of the number of orders placed in the second preset duration (e.g., 1 month) in the past, and selects the first second preset number (e.g., 3) of tourism products in the sorting as the second target products. Among them, the sum of the first preset number and the second preset number is the initial recommendation number, and the second preset number is less than the first preset number.

[0111] Specifically, in addition to recommending tourism products with relatively high recommendation values as the first target products, this solution also selects tourism products with a relatively large number of recent orders (indicating that they are relatively popular among customers recently) as the second target products for recommendation. It should be noted that the number of second target products is less than that of the first target products.

[0112] Step S450: The management terminal takes the first target products and the second target products as the tourism products initially recommended to the customers and marks them as initially recommended products.

[0113] Specifically, the initially recommended products include the first target products and the second target products.

[0114] In the fifth embodiment of a CRM customer management method for middle-aged and elderly tourism proposed by the present invention, based on the fourth embodiment, step S130 includes the following steps:

[0115] Step S510: The customer terminal generates a positioning page on the display screen. Among them, prompt text is set in the middle of the positioning page, and 1 positioning icon block is respectively arranged at the four corners of the positioning page on the display screen. The positioning icon block is a rectangular block, and the color of the positioning icon block is a preset color (e.g., red). The prompt text is used to prompt the customer to focus on each positioning icon block in turn.

[0116] Specifically, the positioning page is as shown in the appendix Figure 2 As shown, by setting the positioning page, the eye position of the customer can be positioned in advance. The eye position can reflect the position where the customer is currently viewing the display screen, so as to subsequently determine the degree of intention of the customer for each initially recommended product displayed on the display screen by recognizing the eye position of the customer, and further determine the customer's intended tourism product.

[0117] Step S520: The customer terminal acquires the real-time facial video of the customer during the display of the positioning page on the display screen through the camera module and marks it as the first target video.

[0118] Step S530: The client terminal generates a product display page on the display screen for displaying the initially recommended products. Among them, the product display page is provided with product introduction tiles arranged in a matrix and the number of which is the initially recommended number. The product introduction tiles are rectangular, and the product introduction tiles and the initially recommended products correspond one by one. Moreover, the first target product is above the second target product, and the first target with a larger recommendation value is higher and more to the left.

[0119] Specifically, as shown in the appendix Figure 3 In this embodiment, the arrangement of the product introduction tiles is set to 3 rows, and 3 product introduction tiles are set in each row. The 6 product introduction tiles set above correspond to the first target products one by one, and the 3 product introduction tiles set below correspond to the second target products one by one. In addition, if there are multiple first target products with the same recommendation value, the first target products with the same recommendation value are randomly arranged, but it is necessary to ensure that the first target products with a larger recommendation value are higher and more to the left than the first target products with a smaller recommendation value.

[0120] Step S540: The client terminal acquires the real-time facial video of the customer during the display of the product display page on the display screen through the camera module, and marks it as the second target video.

[0121] Specifically, the second target video can reflect the degree of attention of the customer to each initially recommended product when watching the product display page, and further reflect the degree of satisfaction with each initially recommended product.

[0122] In the sixth embodiment of a CRM customer management method for middle-aged and elderly tourism proposed by the present invention, based on the fifth embodiment, after step S540, the following steps are further included:

[0123] Step S610: The client terminal decomposes the first target video into image frames to obtain a plurality of frame images, and marks them as the first target frame images, where the first target frame images are rectangular images including the customer's face.

[0124] Step S620: The client terminal performs image recognition on each first target frame image respectively to determine the first eyeball focus identification point of each first target frame image, where the first eyeball focus identification point is the center point of the line segment connecting the center points of the left and right eyeballs in the first target frame image.

[0125] Specifically, the first eyeball focus identification point here can reflect the focus point of the customer on the display screen. Therefore, by analyzing the position of the first eyeball focus identification point, it is possible to judge the current viewing position of the customer on the screen.

[0126] Step S630: The client terminal respectively uses the first eyeball focus identification points closest to the four corner positions of the first target frame image as the first target point, the second target point, the third target point, and the fourth target point.

[0127] Specifically, the client terminal uses the first eyeball focus identification point closest to the upper left corner of the first target frame image as the first target point (corresponding to the case where the client is gazing at the positioning icon block in the upper left corner), uses the first eyeball focus identification point closest to the upper right corner of the first target frame image as the second target point (corresponding to the case where the client is gazing at the positioning icon block in the upper right corner), uses the first eyeball focus identification point closest to the lower left corner of the first target frame image as the third target point (corresponding to the case where the client is gazing at the positioning icon block in the lower left corner), and uses the first eyeball focus identification point closest to the lower right corner of the first target frame image as the fourth target point (corresponding to the case where the client is gazing at the positioning icon block in the lower right corner). The area enclosed by the first target point, the second target point, the third target point, and the fourth target point is the activity range area of the client's gaze.

[0128] Step S640: The client terminal determines an upper straight line segment, a lower straight line segment, a left straight line segment, and a right straight line segment based on the first target point, the second target point, the third target point, and the fourth target point.

[0129] Specifically, the client terminal determines the upper straight line segment. Among them, the upper straight line segment is the straight line segment where the target point closer to the top of the first target frame image among the first target point and the second target point is located, and the upper straight line segment is parallel to the upper edge of the first target frame image.

[0130] The client terminal determines the lower straight line segment. Among them, the lower straight line segment is the straight line segment where the target point closer to the bottom of the first target frame image among the third target point and the fourth target point is located, and the lower straight line segment is parallel to the upper straight line segment.

[0131] The client terminal determines the left straight line segment. Among them, the left straight line segment is the straight line segment where the target point closer to the left side of the first target frame image among the first target point and the third target point is located, and the left straight line segment is parallel to the left edge of the first target frame image.

[0132] The client terminal determines the right straight line segment. Among them, the right straight line segment is the straight line segment where the target point closer to the right side of the first target frame image among the second target point and the fourth target point is located, and the right straight line segment is parallel to the left straight line segment.

[0133] Specifically, since there may be position deviations when the customer actually views the positioning icon blocks at the four corners of the positioning page in sequence, the first target point, the second target point, the third target point, and the fourth target point may not form a standard rectangle. Therefore, it is necessary to separately determine the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment again, so as to facilitate the subsequent formation of the target rectangular area therefrom.

[0134] Step S650: The customer terminal marks the rectangular area enclosed by the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment as the target rectangular area, and divides the target rectangular area into a first recommended number of sub-areas with the same area and arranged in a matrix. Among them, all the first eye fixation identification points fall into the target rectangular area. The arrangement method of the sub-areas is the same as the arrangement method of the first recommended products on the product display page, and the sub-areas correspond to the first recommended products one by one.

[0135] Specifically, the target rectangular area in this embodiment is the activity range area of the customer's gaze. Since the arrangement method of the sub-areas of the target rectangular area is the same as the arrangement method of the first recommended products on the product display page, the sub-areas correspond to the first recommended products one by one. Therefore, by analyzing which sub-area each eye fixation identification point of the customer is in, it is possible to infer which first recommended product the customer's current gaze is focused on (that is, which first recommended product the customer is currently viewing).

[0136] Specifically, the setting method of the sub-areas in this embodiment is as follows: every 3 rows are set, and 3 sub-areas are set in each row. Therefore, the sub-areas are arranged in the order from left to right and from top to bottom, and the first recommended products are arranged in the order from left to right and from top to bottom. Considering the mirror correspondence relationship, the first sub-area corresponds to the third first recommended product, the second sub-area corresponds to the second first recommended product, the third sub-area corresponds to the first first recommended product, the fourth sub-area corresponds to the sixth first recommended product, the fifth sub-area corresponds to the fifth first recommended product, the sixth sub-area corresponds to the fourth first recommended product, the seventh sub-area corresponds to the third second target product, the eighth sub-area corresponds to the second second target product, and the ninth sub-area corresponds to the first second target product.

[0137] In the seventh embodiment of a CRM customer management method for middle-aged and elderly tourism proposed by the present invention, based on the sixth embodiment, after step S650, the following steps are further included:

[0138] Step S710: The customer terminal decomposes the second target video into image frames to obtain a plurality of frame images, which are marked as second target frame images. The second target frame images are rectangular images including the customer's face, and the sizes of the second target frame images are the same as those of the first target frame images.

[0139] Step S720: The client terminal performs image recognition on each second target frame image respectively to determine the second eye focus identification points of each second target frame image, where the second eye focus identification point is the center point of the line segment connecting the center points of the left eye and the right eye in the second target frame image.

[0140] Specifically, the second eye focus identification point here can reflect the focus point of the customer on the display screen. Therefore, by analyzing which range of the initial recommended products the second eye focus identification point falls into, it can be inferred which initial recommended product the customer's current attention is focused on.

[0141] Step S730: The client terminal compares the positions of each second eye focus identification point with the positions of each sub-region to obtain the number of second target frame images corresponding to the second eye focus identification points that fall into each sub-region, and marks it as the falling-in number corresponding to each sub-region.

[0142] Specifically, the sub-region with more falling-in numbers is the region where the customer has a longer viewing duration. Therefore, the initial recommended product corresponding to the sub-region with more falling-in numbers is the initial recommended product that the customer has a longer viewing duration for, that is, the most satisfactory travel product for the customer. Therefore, directly determine the initial recommended product corresponding to the sub-region with the largest falling-in number as the customer's intended travel product.

[0143] Step S740: The client terminal determines the initial recommended product corresponding to the sub-region with the largest falling-in number as the customer's intended travel product.

[0144] In the eighth embodiment of a CRM customer management method for middle-aged and elderly tourism proposed by the present invention, based on the first embodiment, step S130 further includes the following steps:

[0145] Step S810: The client terminal generates a sub-page for displaying the initial recommended products on the display screen, where the number of sub-pages is multiple, and the sub-pages and the initial recommended products correspond one by one. The sub-page includes a product display block in the middle of the screen and a loop identification color block around the product display block. The colors of the loop identification color blocks of different sub-pages are different, and the customer can switch different sub-pages by sliding the display screen.

[0146] Specifically, the sub-pages in this embodiment are as shown in the appendix Figure 4 The customer switches different sub-pages by sliding the display screen, thereby switching different initial recommended products. In this embodiment, the sub-page corresponding to the initial recommended product with a larger recommended value is displayed on the display screen first.

[0147] Step S820: The client terminal acquires the real-time facial video of the customer during the display of the sub-page on the display screen through the camera module, and marks it as the third target video.

[0148] Step S140 includes the following steps:

[0149] Step S830: The client terminal determines the customer's intended travel products among the initially recommended products based on the third target video.

[0150] Specifically, this embodiment provides another technical solution for determining the customer's intended travel products based on the third target video. The customer can independently select either the fifth embodiment or any one of the solutions in this embodiment according to their usage habits of browsing pages to determine the intended travel products. For example, when the client terminal is turned on, the display screen shows 2 different option tiles. One option tile corresponds to the matrix display mode in the fifth embodiment, and the other option tile corresponds to the sliding switching display mode in this embodiment. The customer selects one of the option tiles according to their preference to determine which display solution to choose.

[0151] In the ninth embodiment of a CRM customer management method for middle-aged and elderly tourism proposed by the present invention, based on the eighth embodiment, step S830 includes the following steps:

[0152] Step S910: The client terminal decomposes the third target video into image frames to obtain multiple frame images, and marks them as the third target frame images, where the third target frame image is a rectangular image including the customer's face.

[0153] Step S920: The client terminal acquires the hue values of all pixel points in the third target frame image and takes the average value as the overall hue value of the third target frame image.

[0154] Specifically, when the customer is viewing the sub-page, the color blocks of the spiral marks on different sub-pages project different colored lights onto the customer's face. Therefore, the overall hue value of the third target frame image can reflect which sub-page (i.e., which initially recommended product) the customer is currently viewing.

[0155] Step S930: The client terminal acquires the hue values corresponding to the color blocks of the spiral marks on each sub-page and uses them as the target hue values corresponding to the sub-pages.

[0156] Step S940: The client terminal establishes a correspondence between the third target frame image and the initially recommended product corresponding to the sub-page with the target hue value closest to its overall hue value.

[0157] Specifically, when the overall hue value of the third target frame image is closest to a certain target hue value, it indicates that at the moment corresponding to the third target frame image, the customer is viewing the initial recommended product on the sub-page corresponding to the target hue value.

[0158] Step S950: The customer terminal determines the initial recommended product with the largest number of corresponding third target frame images as the customer's intended travel product.

[0159] Specifically, the initial recommended product with the largest number of corresponding third target frame images is the initial recommended product with the longest viewing duration by the customer. Therefore, this initial recommended product is directly determined as the customer's intended travel product.

[0160] The present invention also proposes a CRM customer management system for middle-aged and elderly tourism, which applies the CRM customer management method for middle-aged and elderly tourism; the system includes a customer terminal and a management terminal that are communicatively connected to each other; the customer terminal includes a camera module and a display screen.

[0161] The serial numbers of the above embodiments of the present invention are only for description and do not represent the advantages or disadvantages of the embodiments.

[0162] The embodiments of the present invention have been described above in conjunction with the accompanying drawings. However, the present invention is not limited to the above specific embodiments. The above specific embodiments are merely illustrative and not restrictive. Under the inspiration of the present invention, those of ordinary skill in the art can also make many forms without departing from the spirit and scope protected by the claims of the present invention. These all fall within the protection scope of the present invention.

Claims

1. A CRM customer management method for middle-aged and elderly tourism, characterized in that, Applied to the CRM customer management system for middle-aged and elderly tourism; the system includes a customer terminal and a management terminal that are communicatively connected to each other; the customer terminal includes a camera module and a display screen; the method includes: The customer terminal obtains the basic information of the customer and determines the user label of the customer based on the basic information; The management terminal determines the recommendation value of each tourism product for the customer based on the user label of the customer, and determines multiple tourism products initially recommended to the customer based on the recommendation value, which are marked as initially recommended products. Among them, the larger the recommendation value, the higher the matching degree between the tourism product and the customer; The customer terminal displays the initially recommended products and obtains the real-time facial video of the customer during the display of the initially recommended products on the display screen through the camera module. Among them, the initially recommended product with a larger recommendation value is displayed more prominently on the customer terminal; The customer terminal determines the customer's intended tourism products from the initially recommended products based on the real-time facial video of the customer; The management terminal determines the final recommended products for the customer based on the customer's intended tourism products; The customer terminal displays the initially recommended products and obtains the real-time facial video of the customer during the display of the initially recommended products on the display screen through the camera module. It further includes: The customer terminal generates sub-pages for displaying the initially recommended products on the display screen. Among them, the number of sub-pages is multiple, and the sub-pages correspond to the initially recommended products one by one. The sub-page includes a product display tile in the middle of the screen and a circular identification color block around the product display tile. The colors of the circular identification color blocks on different sub-pages are different, and the customer can switch different sub-pages by sliding the display screen; The customer terminal obtains the real-time facial video of the customer during the display of the sub-page on the display screen through the camera module and marks it as the third target video; The customer terminal determines the customer's intended tourism products from the initially recommended products based on the real-time facial video of the customer, including: The customer terminal decomposes the third target video into image frames to obtain multiple frame images, which are marked as the third target frame images. Among them, the third target frame image is a rectangular image including the customer's face; The customer terminal obtains the hue values of all pixel points in the third target frame image and takes the average value as the overall hue value of the third target frame image; The customer terminal obtains the hue values corresponding to the circular identification color blocks of each sub-page as the target hue value corresponding to the sub-page; The customer terminal establishes a correspondence between the initially recommended product corresponding to the sub-page with the target hue value closest to its own overall hue value in the third target frame image; The customer terminal determines the initially recommended product with the largest number of corresponding third target frame images as the customer's intended tourism product.

2. The method for managing middle-aged and elderly tourism CRM customers according to claim 1, wherein The basic information includes gender, age, address, taste preference, budget range, and current time; the user label includes gender label, age group label, departure place label, taste preference label, budget range label, and current season label; the method further includes: The management terminal generates and trains a tourism product recommendation neural network model based on historical customer information. Among them, the input parameters of the tourism product recommendation neural network model are the basic information of historical customers and the intended tourism products of historical customers, and the output parameter of the tourism product recommendation neural network model is the tourism product finally ordered by historical customers; The management terminal determines the final recommended products for customers based on the customers' intended tourism products, including: The management terminal inputs the basic information of the customer and the customer's intended tourism products into the tourism product recommendation neural network model, and takes the output tourism product as the final recommended product corresponding to the customer; The customer terminal obtains the basic information of the customer and determines the user tags of the customer based on the basic information, including: The customer terminal determines a gender tag based on the customer's gender, an age group tag based on the customer's age, a departure place tag based on the customer's address, a taste preference tag based on the customer's taste preference, a budget range tag based on the customer's budget range, and a current season tag based on the current moment.

3. The method for managing middle-aged and elderly tourism CRM customers according to claim 2, characterized in that, The management terminal determines the recommendation value of each tourism product relative to the customer based on the customer's user tags, and determines multiple tourism products initially recommended to the customer based on the recommendation value, marked as initially recommended products, including: The management terminal obtains the customers who have ordered tourism products in the past first preset time period and marks them as corresponding ordered customers; The management terminal marks the most numerous types of user tags among the user tags of all ordered customers corresponding to the tourism product as the first target tag, the second target tag, the third target tag, the fourth target tag, the fifth target tag, and the sixth target tag respectively; The management terminal uses the first target tag, the second target tag, the third target tag, the fourth target tag, the fifth target tag, and the sixth target tag as the recommendation tags of the tourism product; The management terminal determines the recommendation value of each tourism product relative to the customer based on the customer's user tags and the recommendation tags of each tourism product, and determines multiple tourism products initially recommended to the customer based on the recommendation value, marked as initially recommended products.

4. The method for managing middle-aged and elderly tourism CRM customers according to claim 3, characterized in that, The management terminal determines the recommendation value of each tourism product relative to the customer based on the customer's user tags and the recommendation tags of each tourism product, and determines multiple tourism products initially recommended to the customer based on the recommendation value, marked as initially recommended products, including: The management terminal compares the customer's user tags with the recommendation tags of each tourism product, obtains the coincidence quantity of the recommendation tags and the user tags, and takes the coincidence quantity as the recommendation value of the tourism product relative to the customer; The management terminal obtains the preset initial recommendation quantity; The management terminal sorts the tourism products in descending order of the recommendation value and selects the first preset quantity of tourism products in the sorting as the first target products; The management terminal sorts the tourism products in descending order of the number of orders placed within the second preset time period in the past, and selects the first second preset number of tourism products in the sorting as the second target products. Among them, the sum of the first preset number and the second preset number is the initial recommendation quantity, and the second preset number is less than the first preset number; The management terminal takes the first target products and the second target products as the tourism products initially recommended to customers and marks them as initially recommended products.

5. A CRM customer management method for middle-aged and elderly tourism according to claim 4, characterized in that, The customer terminal displays the initially recommended products and obtains the real-time facial video of the customer during the display of the initially recommended products on the display screen through the camera module, including: The customer terminal generates a positioning page on the display screen. Among them, a prompt text is set in the middle of the positioning page, and one positioning icon block is set at each of the four corners of the display screen for the positioning page. The positioning icon block is a rectangular block, and the color of the positioning icon block is the preset color red. The prompt text is used to prompt the customer to focus on each positioning icon block in turn; The customer terminal obtains the real-time facial video of the customer during the display of the positioning page on the display screen through the camera module and marks it as the first target video; The customer terminal generates a product display page on the display screen for displaying the initially recommended products. Among them, the product display page is provided with product introduction picture blocks arranged in a matrix and the number of which is the initial recommendation quantity. The product introduction picture blocks are rectangular, and the product introduction picture blocks correspond to the initially recommended products one by one; The customer terminal obtains the real-time facial video of the customer during the display of the product display page on the display screen through the camera module and marks it as the second target video.

6. The method for managing middle-aged and elderly tourism CRM customers according to claim 5, characterized in that The customer terminal obtains the real-time facial video of the customer during the display of the product display page on the display screen through the camera module and marks it as the second target video. After that, it further includes: The customer terminal decomposes the first target video into image frames to obtain a plurality of frame images and marks them as the first target frame images, where the first target frame images are rectangular images including the customer's face; The customer terminal respectively performs image recognition on each first target frame image to determine the first eyeball focus identification points of each first target frame image, where the first eyeball focus identification point is the center point of the line segment connecting the center points of the left eye and the right eye in the first target frame image; The customer terminal takes the first eyeball focus identification points closest to the four corner positions of the first target frame image as the first target point, the second target point, the third target point, and the fourth target point respectively; The customer terminal determines the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment based on the first target point, the second target point, the third target point, and the fourth target point; The client terminal marks the rectangular area enclosed by the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment as the target rectangular area, and divides the target rectangular area into a number of sub-areas with the same area and arranged in a matrix, where all the first eye fixation identification points fall within the target rectangular area. The arrangement of the sub-areas is the same as the arrangement of the initially recommended products on the product display page, and the sub-areas correspond one-to-one with the initially recommended products.

7. A method for managing middle-aged and elderly tourism CRM customers according to claim 6, characterized in that, The client terminal marks the rectangular area enclosed by the upper straight line segment, the lower straight line segment, the left straight line segment, and the right straight line segment as the target rectangular area, and divides the target rectangular area into a number of sub-areas with the same area and arranged in a matrix. After that, it further includes: The client terminal decomposes the second target video into image frames to obtain a plurality of frame images, which are marked as the second target frame images, where the second target frame image is a rectangular image including the client's face, and the size of the second target frame image is the same as that of the first target frame image; The client terminal performs image recognition on each second target frame image respectively to determine the second eye fixation identification points of each second target frame image, where the second eye fixation identification point is the center point of the line segment connecting the center point of the left eye ball and the center point of the right eye ball in the second target frame image; The client terminal compares the positions of each second eye fixation identification point with the positions of each sub-area to obtain the number of second target frame images corresponding to the second eye fixation identification points that fall within each sub-area, and marks it as the falling-in number corresponding to each sub-area; The client terminal determines the initially recommended product corresponding to the sub-area with the largest falling-in number as the client's intended tourism product.

8. A CRM customer management system for middle-aged and elderly tourism, characterized in that, Apply the middle-aged and elderly tourism CRM customer management method according to any one of claims 1-7; the system includes a client terminal and a management terminal that are communicatively connected to each other; the client terminal includes a camera module and a display screen.

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