Customer management method and customer management device

Abstract

To provide a method and a device for managing customers that can effectively attain a match between a user who wants to connect to a potential customer and the potential customer.SOLUTION: A management server distributes, to a second terminal, a base research prepared in advance to acquire the customer attribute of a second user, receives a customer attribute obtained in a manner that the second user answered to the base research from the second terminal, distributes an item provided by a first user or a needs research prepared in advance for a needs word on a service to the second terminal, receives a needs word obtained in a manner that the second user answered to the needs research from the second terminal, and sends the customer attribute of the second user who answered the needs word to the first terminal of the first user who selected in advance a need word from needs words options prepared in advance.SELECTED DRAWING: Figure 8

Description

[Technical field]

[0001] The present invention relates to a customer management method and a customer management device. [Background technology]

[0002] For example, Patent Document 1 discloses an invention relating to a marketing support system as a tool that can easily perform segment analysis for appropriate marketing activities. According to the invention described in Patent Document 1, segment analysis can be easily performed, which makes it easier to create hypotheses and supports effective marketing activities.

[0003] Furthermore, Patent Document 2 discloses a technique for extracting potential customers to whom a new product purchase proposal should be made based on the properties of the products, the relationships between the products, the customer's past purchase history, and the like. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent No. 6704163 [Patent Document 2] JP 2002-334201 A Summary of the Invention [Problem to be solved by the invention]

[0005] Although the marketing support system disclosed in Patent Document 1 can grasp customer needs, it merely classifies customers into hierarchical levels and does not take into consideration determining which of those customers are potential customers or directly introducing those potential customers to users, etc. For this reason, a problem occurs in that it is difficult for a system such as that disclosed in Patent Document 1 to perform effective matching.

[0006] In addition, even if it is possible to extract potential customers using the above-mentioned technology disclosed in Patent Document 2, a proposal to purchase a new product made to the extracted potential customers is ultimately nothing more than an act of selling a product. In general, the act of selling a product or service is often avoided by the party to whom it is being sold. In this case, even if it is possible to extract potential customers based on past purchase history, etc., it is difficult to get the potential customers to purchase the new product unless they want it.

[0007] The present invention was devised in light of these circumstances, and its object is to provide a customer management method and a customer management device that can effectively match users who wish to connect with potential customers with the potential customers. [Means for solving the problem]

[0008] In order to solve the above-mentioned problems, the customer management method of the present invention is a customer management method by a customer management system including a first terminal used by a first user, a second terminal used by a second user, and a management server, and includes a first research distribution step in which the management server distributes to the second terminal a base research prepared in advance to acquire customer attributes of the second user, a customer attribute receiving step in which the management server receives from the second terminal customer attributes obtained by the second user responding to the base research, a second research distribution step in which the management server distributes to the second terminal a needs research prepared in advance corresponding to a need word related to a product or service provided by the first user, a need word receiving step in which the management server receives from the second terminal a need word obtained by the second user responding to the needs research, and a customer attribute transmission step in which the management server transmits to the first terminal of the first user who has previously selected a need word from a need word option prepared in advance, the customer attributes of the second user who has responded with the need word. Effect of the Invention

[0009] According to the present invention, it is possible to effectively match users who wish to connect with potential customers with the potential customers. [Brief description of the drawings]

[0010] [Figure 1] FIG. 1 is a schematic configuration diagram of a customer management system including a customer management device (management server) according to an embodiment of the present disclosure. [Diagram 2] FIG. 2 is a hardware configuration diagram illustrating an example of a computer that realizes the functions of the customer management device in the embodiment of the present disclosure. [Diagram 3] FIG. 3 is a functional block diagram of a customer management device according to an embodiment of the present disclosure. [Figure 4A] FIG. 4A is a schematic diagram illustrating an example of an initial registration form according to an embodiment of the present disclosure. [Figure 4B] FIG. 4B is a schematic diagram illustrating an example of an additional registration form according to an embodiment of the present disclosure. [Figure 4C] FIG. 4C is a schematic diagram illustrating an example of a customer database in an embodiment of the present disclosure. [Diagram 5] FIG. 5 is a schematic diagram illustrating an example of a research form for a given interest category according to an embodiment of the present disclosure. [Figure 6] FIG. 6 is a schematic diagram showing an example of a research cooperation request form according to an embodiment of the present disclosure. [Figure 7] FIG. 7 is a schematic diagram showing an example of a website screen of each medium according to an embodiment of the present disclosure. [Figure 8] FIG. 8 is a flowchart showing a process flow relating to the transmission of customer attributes by the customer management method according to the embodiment of the present disclosure. [Figure 9] FIG. 9 is a flowchart showing a process flow relating to matching by the customer management method according to an embodiment of the present disclosure. [Figure 10] FIG. 10 is a flowchart showing a process flow relating to research by the customer management method according to the embodiment of the present disclosure. [Figure 11]FIG. 11 is a flowchart showing a process flow relating to matching by the customer management method according to an embodiment of the present disclosure. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] Hereinafter, the embodiments of the present invention will be described in detail with reference to the drawings. Note that the present invention is not limited to the embodiments described below, and various modifications can be made without departing from the technical concept.

[0012] In this embodiment, a system (application) that automatically connects each member with a potential customer, used in a member network aimed at matching members in business, will be described as an example. In the following description of this embodiment, a "first user" and a "second user" will appear, but for the sake of convenience, the "first user" will be set as a member of the network, and the "second user" will be set as a user (app member) of the system (application). Note that the "first user" as a member can also be the "second user" as an app member.

[0013] The present invention is characterized in that at least two stages of research are performed to perform effective matching. The two stages of research in this embodiment include a base (basic) research (first stage) for acquiring basic information and attribute information of the second user, and a needs research (second stage) for acquiring the needs (manifest needs, latent needs) of the second user.

[0014] The first stage of base research is a research method similar to the conventional research for obtaining customer information, but the present invention is characterized in that in addition to the first stage of base research, a second stage of needs research is conducted and true potential customers are technically extracted based on the results of this needs research. Also, the method of using the results of the first stage of base research in the present invention has technical features that are different from conventional methods.

[0015] Specifically, the first stage base research is conducted mainly for the purpose of extracting basic information and attribute information of second users. Meanwhile, the second stage needs research is conducted for the purpose of extracting direct and obvious needs of second users. Furthermore, based on the attribute information, which is the research result extracted in the first stage base research, the latent needs of second users can be extracted.

[0016] That is, in the customer management method and customer management device of this embodiment, the explicit or latent needs of the application member (second user) are acquired through the above two-stage research. The acquired explicit or latent needs are needs obtained directly or indirectly from the second user. For this reason, the act of introducing the second user to the first user who wants to provide a product or service that matches the acquired needs is considered to be an actual face-to-face (web) hearing research conducted with the intention of the first user wanting the second user to purchase the product or service, and cannot be considered to be a sales act involving persuasion or explanation.

[0017] Based on the above findings, the inventors of the present invention have invented a customer management system (customer management device) and customer management method that can technically realize the above-mentioned two-stage research concept, in order to effectively match a first user (member) with a second user who may be a potential customer of the first user, while eliminating the act of selling products or services.

[0018] [About the customer management system] The schematic configuration of the customer management system in this embodiment will be described below. Fig. 1 is a schematic configuration diagram of a customer management system 1 including a customer management device in the embodiment of the present disclosure. The customer management system according to this embodiment includes a management server 10 (customer management device 100), a first terminal 20, and a second terminal 30, which are connected to each other via a network 50 (see Fig. 1).

[0019] The management server 10 is a hardware device equivalent to a customer management device 100 described later, and may be realized by, for example, a personal computer (hereinafter referred to as "PC"), a server, or the like. The first terminal 20 is a device used by a first user, and may be realized by, for example, a mobile information terminal such as a smartphone or a tablet, or a PC. The second terminal 30 is a device used by a second user, and may be realized by, like the first terminal 20, a mobile information terminal or a PC. The network 50 may be realized by, for example, a Wide Area Network (WAN) or a Local Area Network (LAN), and may be either a wired network or a wireless network.

[0020] In addition, the first user and the second user do not need to possess a mobile information terminal or the like; they may use any device that can function as the first terminal 20 or the second terminal 30, such as a permanent PC installed in a workplace or public facility, and that can be used arbitrarily by inputting a user ID, password, etc.

[0021] Furthermore, the management server 10 is not limited to a physical hardware device such as a PC or a server, but may be virtual hardware such as a cloud server.

[0022] [Hardware configuration] Fig. 2 is a hardware configuration diagram showing an example of a computer that realizes the functions of the management server 10 (customer management device 100). The management server 10 according to this embodiment is realized, for example, by a computer having a configuration as shown in Fig. 2. Fig. 2 is a hardware configuration diagram showing an example of a computer that realizes the functions of the management server 10. The computer related to the management server 10 has a CPU 11, a RAM 12, a ROM 13, a HDD 14, a communication interface 15, an input / output interface 16, and a media interface 17 (see Fig. 2).

[0023] The CPU 11 operates and controls each part based on a program stored in the ROM 13 or the HDD 14. The ROM 13 stores a boot program executed by the CPU 11 when the computer related to the management server 10 is started up, a program dependent on the hardware of the computer related to the management server 10, and the like.

[0024] The HDD 14 stores programs executed by the CPU 11, data used by such programs, etc. The communication interface 15 receives data from other devices via the network and sends it to the CPU 11, and transmits data generated by the CPU 11 to other devices via the network.

[0025] The CPU 11 controls output devices such as a display and a printer, and input devices such as a keyboard and a mouse, via the input / output interface 16. The CPU 11 acquires data from the input devices via the input / output interface 16. The CPU 11 also outputs generated data to the output devices via the input / output interface 16.

[0026] The media interface 17 reads a program or data stored in the recording medium 70 and provides it to the CPU 11 via the RAM 12. The CPU 11 loads the program from the recording medium 70 onto the RAM 12 via the media interface 17 and executes the loaded program. The recording medium 70 is, for example, an optical recording medium such as a DVD (Digital Versatile Disk) or a PD (Phase change rewritable Disk), a magneto-optical recording medium such as an MO (Magneto Optical disk), a tape medium, a magnetic recording medium, or a semiconductor memory.

[0027] For example, when a computer related to management server 10 functions as a customer management device 100 according to an embodiment described below, CPU 11 of the computer executes a program loaded on RAM 12 to realize the functions of each unit (see FIG. 3) of customer management device 100. In addition, various data handled by each management unit (see FIG. 3) is stored in HDD 14. CPU 11 of the computer reads and executes these programs from recording medium 70, but as another example, these programs may be obtained from another device via a network.

[0028] [Function block diagram of customer management device] 3 is a functional block diagram of the customer management device 100 according to the embodiment of the present disclosure. The customer management device 100 includes a first user information management unit 101, a second user information management unit 102, a matching unit 103, a research management unit 104, and a media link control unit 105 (see FIG. 3).

[0029] The first user information management unit 101 manages first user information including at least attribute information of the first user. The "first user information" refers to various information such as the first user's name, address, company name, job title, industry, target customer demographic, and the category of products sold or services provided by the first user. Among these, information other than the first user's personal information (such as name, address, company name, telephone number, and email address) such as job title, industry, and target customer demographic, and information related to the characteristics and properties of the first user, is called "first user's attribute information". The first user information management unit 101 may execute a process of storing and saving the "first user information" including the "attribute information".

[0030] Furthermore, the first user information management unit 101 may execute a process of delivering, to the first terminal 20, need word options for allowing the first user to select a need word related to a product or service provided by the first user.

[0031] For example, if the first user is a provider of beauty services, the "needs word" refers to a keyword that recalls the beauty-related needs of customers. Specifically, the needs word may be a keyword that identifies the body part (here, the face) of a person who is the target of various beauty services, such as each part of the face (mouth, ears, nose, eyes) (see FIG. 5).

[0032] The first user information management unit 101 receives the desired need words selected by the first user from the above need word options via the first terminal 20, and manages and stores them as attribute information of the first user.

[0033] Furthermore, the first user information management unit 101 receives interest arousing information (see FIG. 7) from the first terminal 20, and manages and stores it as attribute information of the first user. "Interest arousing information" refers to information that arouses the second user's interest in the work of the first user, such as trivia information about the industry related to the business activities of the first user. Note that the original meaning of "trivia" is "just a little bit of knowledge. It is off the main topic, but it is useful to know", but in this embodiment, in addition to this original meaning, it also includes the meaning of practical and useful information about the industry in which the first user is involved that will interest the second user.

[0034] The second user information management unit 102 manages second user information including at least the customer attributes of the second user. The "second user information" refers to various information such as the name, address, company name, job title, industry, and needs of the second user. Among these, information (non-personal information) other than the personal information of the second user (such as name, address, company name, telephone number, and email address), such as job title, industry, and needs, and information related to the characteristics, nature, and behavioral characteristics of the second user, is referred to as the "customer attributes of the second user."

[0035] The second user information management unit 102 may execute a process of storing and saving "second user information" including "customer attributes". The "customer attributes" may include needs evoking information that evokes needs that the second user may potentially have. Specifically, in addition to the above-mentioned "job title", "industry type", and "needs", "family structure", "hobbies", and "personality" may be included in the needs evoking information.

[0036] In addition, the second user information management unit 102 distributes base research and needs research to the second terminal 30. The "base research" is research (the above-mentioned first stage base research) that is to be answered by the second user in order to obtain the above-mentioned second user information (see FIGS. 4A and 4B).

[0037] "Needs research" refers to research (the second stage research) that is prepared in advance in response to the above-mentioned needs words, and in the above example, a question such as "What part of your face do you find most troubling?" is an example of research that corresponds to the needs words for each part of the face (mouth, ears, nose, eyes) (see Figure 5). In other words, in the above example, "needs research" refers to research in which the respondent, the second user, is forced to answer one of the parts (needs words).

[0038] The second user information management unit 102 also receives from the second terminal 30 need words obtained by the second user's response to the need research and customer attributes obtained by the second user's response to the base research, and manages and stores these as second user information. As a result, a database in which the customer attributes and needs of the second user are associated can be stored in the storage unit (e.g., HDD 14, etc.) of the customer management device 100 (see FIG. 4C).

[0039] Furthermore, the second user information management unit 102 stores points granted in response to each answer by the second user to the needs word and customer attribute in association with the customer attribute of the second user. By granting the second user points exchangeable for a desired gift, an incentive (incentive) for the second user to actively answer each research can be provided. Note that the meaning of "points" here is similar to the meaning of points used in point services in which points are granted according to the purchase amount of a product or service, and the accumulated points are exchanged for gifts or discounts (see "Kojien 7th Edition"). In particular, in this embodiment, a predetermined number of points are granted when the second user answers a desired needs word to a needs research or answers a customer attribute to a customer attribute research. The second user can use a part or all of the granted points to exchange for a desired benefit (for example, a business matching service in addition to a gift or a discount service for a product or service).

[0040] The matching unit 103 matches the first user with the second user based on the attribute information of the first user and the customer attribute of the second user. In this embodiment, "matching" refers to a technical means for connecting the first user with the second user in the usual business sense of matching, such as coordinating between the demand side and the supply side, matching to mediate research activities by the supply side (seller), or connecting "people (including corporations) who want to purchase products and use services" with "people (including corporations) who want to sell products and provide services." Matching as such a technical means can be realized by the function of the matching unit 103, which will be described later.

[0041] The matching unit 103 transmits the customer attributes of the second user who answered the above-mentioned need word to the first terminal 20 of the first user who selected the need word. This allows the first user to recognize the existence of the second user who is interested in the product or service provided by the first user, and therefore the first user and the second user can be effectively matched.

[0042] The matching unit 103 distributes lead attribute options consisting of multiple lead attributes of the first user that can provide products and services in which the second user is interested to the second terminal 30 of the second user who requests matching with the first user using the above-mentioned points. A "lead attribute" is a keyword (character) related to the "interest category" (see FIG. 4A) of the products and services provided by the first user. For example, five keywords can be provided to the second user as the "lead attribute options."

[0043] Furthermore, the matching unit 103 receives from the second terminal a lead attribute selected by the second user from the lead attribute options. Furthermore, the matching unit 103 transmits an attend request to the first terminal 20 of the first user related to the lead attribute received from the second terminal 30. An "attend request" is, for example, a message such as "A matching request has been received from a second user who may be a potential customer. Are you free from △△ to □□ on XX / XX month?". The attend request allows the first user to know the existence of a second user (prospect) who wishes to be matched with the first user, and therefore the first user can know the information (existence) of the potential customer without engaging in any sales activity.

[0044] The matching unit 103 transmits attribute information of the second user together with a customer code (see FIG. 4C) to be described later to the first terminal 20 in conjunction with the attendance request. This allows the first user to recognize the attributes of the second user (prospect) with whom he / she wishes to be matched.

[0045] The matching unit 103 also receives an attend acceptance from the first terminal 20 used by the first user who accepts the attend request. Furthermore, the matching unit 103 transmits the URL for the web conference provided by the first user to the second terminal 30 used by the second user related to the attend acceptance. This allows the first user and the second user to be effectively matched.

[0046] The matching unit 103 receives from the first terminal 20 the customer attributes selected by the first user from the customer attributes of the second users who answered the needs words. This allows the second users with whom the first user wants to connect to be identified, and the first user and the second user can be effectively matched. In this embodiment, the second user does not conduct research activities like the first user. Therefore, the matching unit 103 does not perform business matching between second users.

[0047] The research management unit 104 transmits research cooperation request information to the second terminal 30 used by the second user that is linked to the customer attributes received from the first terminal 20. "Research cooperation request information" refers to information requesting cooperation in research related to the industry in which the first user's business is included, such as message information such as "Would you be willing to cooperate with our research?" (see FIG. 6).

[0048] The research management unit 104 receives the second user's response to the research cooperation request information from the second terminal 30. When the second user's response is a positive response (e.g., "YES" out of "YES" or "NO"), the research management unit 104 transmits the positive response to the first terminal 20. This allows the first user to recognize the presence of a second user who can respond to the research that the first user wants to conduct.

[0049] The research management unit 104 receives a web conference URL (Universal Resource Locator) from the first terminal 20 that has received the positive response. The "web conference URL" is a URL used to specify the location of a web conference held using a web conference application such as ZOOM (registered trademark), Teams (registered trademark), or Skype (registered trademark).

[0050] Before sending the web conference URL to the second user, the research management unit 104 sends multiple candidate dates and times to the second terminal 30 in order to inform the second user of the candidate dates and times for the web conference. The research management unit 104 sends the date and time selected by the second user from the candidate dates and times to the first user via the first terminal 20 that received the affirmative response. At that time, if there are multiple first users, the first user who can send the web conference URL to the second user may be determined on a first-come, first-served basis. Also, the second user may coordinate schedules with multiple first users according to the number of accumulated points.

[0051] The second user receives the URL for the web conference via the second terminal 30 and accesses the web conference identified by this URL. The second user then directly responds to the first user's oral research or research conducted using video, thereby enabling the first user to recognize the detailed needs of the second user.

[0052] In addition, by combining the sending and receiving of the Web conference URL with an existing schedule adjustment application, it is possible to automatically adjust the schedule of the Web conference between the first user and the second user and send the Web conference URL according to the adjusted schedule. This can save the first user and the second user the trouble of adjusting the schedule and also reduce the risk of overlooking the schedule of the Web conference.

[0053] The media link control unit 105 uploads the interest arousing information received from the first terminal 20 to the first medium. The "first medium" is an article site that compiles the above interest arousing information (not selling products or services), and is a medium prepared for examining the contents of new needs research (see FIG. 7). Examples of interest arousing information posted on the "first medium" include trivia about the products and services of each first user.

[0054] When the media link control unit 105 receives the event information provided by the first user from the first terminal 20, it uploads the event information to the second medium. The "second medium" is a medium prepared for conducting marketing research leading to sales by tracing the purchase history of the products and services provided by the first user. An example of the "second medium" is an EC site that sells the products or services provided by the first user.

[0055] The media link control unit 105 delivers a first link related to the first media to the second terminal 30. The "first link" refers to, for example, a link destination URL of the owned media as the first media, and the interest arousing information is uploaded to the owned media.

[0056] In addition, the interest arousing information includes a second link. The "second link" refers to a link destination URL of the event information uploaded to the EC site as the second media. The process by the media link control unit 105 will be described later in detail.

[0057] [About the initial registration form] Fig. 4A is a schematic diagram showing an example of an initial registration form related to basic information in an embodiment of the present disclosure. The initial registration form 300 shown in Fig. 4A is a research form for acquiring basic information of the second user (a research form related to the above-mentioned first stage research). The research items prepared for this initial registration form 300 are "name", "date of birth", "gender", "interest category", "introducer", "email address", and "password".

[0058] 4B is a schematic diagram showing an example of an additional registration form in an embodiment of the present disclosure. The additional registration form 310 shown in FIG. 4B is a research form for acquiring customer attributes of the second user (a research form related to the above-mentioned first stage research). The research items prepared for this additional registration form 310 are "company name", "company contact information", "telephone number", "industry type", "personality (positive)", "personality (negative)", "hobbies", "place of birth", "dream / aspiration", "customer target", and "Nine Star Astrology".

[0059] By the second user answering these research items, second user information including the second user's personal information and customer attributes can be obtained. Note that the research items in the initial registration form 300 shown in FIG. 4A and the research items in the additional registration form 310 shown in FIG. 4B are merely examples and are not limited thereto, and items for obtaining more detailed information from the second user may be included. For example, the research items may include multiple types of answer options for "interest categories" and answer options for "strengths (values)," "philosophy (mission)," and "philosophy (vision)" for "customer targets."

[0060] [About the customer database] FIG. 4C is a schematic diagram showing an example of a customer database in an embodiment of the present disclosure. In this customer database 500, data (basic information, attribute information, etc.) obtained as a result of the second user answering the research items set in the research form of the first stage can be stored. The customer database 500 shown in FIG. 4C is composed of, from the top, a customer code "A001", columns of "name", "date of birth", "dream / aspiration", and "contact information" as personal items, and columns of "company name", "company contact information", "industry", and "customer target" as business items (see FIG. 4C). In the customer database 500, the entries in each underlined column correspond to the personal information of the second user.

[0061] Information corresponding to each of the above items in the customer database 500 may be stored based on second user information acquired by the second user responding to the above-mentioned initial registration form 300. The customer code "A001" may be used when informing the first user of the customer attributes excluding the second user's personal information. This prevents the second user's personal information from being directly disclosed to the first user.

[0062] The personal items are explained in detail below. Below the "Name" column are set "Gender," "Blood Type," "Personality (Positive / Negative)," "Hobbies," and "Place of Birth" (see Figure 4C). Below the "Date of Birth" column are set "Actual Age," "Nine Star Astrology," and "Number of Siblings" (see Figure 4C). Below the "Dreams / Aspirations" column are set "Personal Desired Purchase Items," "Personal Desired Purchase Budget," and "Personal Desired Purchase Deadline" (see Figure 4C). Below the "Contact Information" column are set "Mobile Phone Number," "Email Address," and "Referrer Code" (see Figure 4C).

[0063] The details of the business items will be explained. Below the "Company Name" field, "Position," "Years of Service," "Number of Employees," and "Number of Locations" are set (see Figure 4C). Below the "Company Contact Information" field, "Company Address," "Company Phone Number," "Company Fax Number," "Email Address," and "Website Address" are set (see Figure 4C). Below the "Industry" field, "Products," "Unit Price of Best-Selling Products," "Average Unit Price per Customer," and "Agency System" are set (see Figure 4C). Below the "Customer Target" field, "Strengths (Values)," "Mission," and "Ideal Image (Vision)" are set (see Figure 4C). Note that the setting items in the personal and business items are not limited to the items mentioned above, and desired items can be set as appropriate.

[0064] Furthermore, at the lowest level, a point column is set that is awarded according to the second user's answer to the basic information research (see FIG. 4C). The second user can be awarded a desired benefit according to the number of points. In this embodiment, an example is given in which the second user can use the points to obtain a desired benefit (for example, a gift, a discount service for a product or service, or a business matching service), but the benefit is not limited to these.

[0065] [About the Needs Research Form] 5 is a schematic diagram showing an example of a needs research form (a research form for the second stage research) for a specific interest category in an embodiment of the present disclosure. The needs survey research form 700 is for "research on beauty and health" (see FIG. 5).

[0066] At the top of the form, the answer options for the question "What part of your face do you worry about?" are set to "Eyes," "Nose," "Mouth," and "Ears," and the answer options for the question "Are you currently receiving beauty services (multiple options allowed)?" are set to "Nail salon," "Hair removal," "Beauty salon," and "Spa / hot spring facility" (see Figure 5).

[0067] In addition, the bottom section of the form is provided with a blank answer column for the question, "Are you currently following any health regimens?" (See Figure 5) Above the answer column is a message urging the second user, who is the research respondent, to enter information, saying, "Please enter the following information below" (See Figure 5).

[0068] By the second user answering the needs research, the needs of the second user can be understood. The above-mentioned question "What part of your face do you worry about?" corresponds to the above-mentioned needs research, and the answer options of "eyes," "nose," "mouth," and "ears" correspond to the above-mentioned "needs words." In addition to "beauty and health," "money and investment," "development and ideas," "starting a business and side jobs," and "hobbies and fulfillment" can be set as interest categories for needs research.

[0069] By having the second user preselect these five interest categories based on the above-mentioned initial registration form, the second user's interest categories (direct needs) can be specified in advance. In addition, multiple questions with different angles are set as needs research questions to have the second user answer the above "needs words" (answer options such as "eyes," "nose," "mouth," and "ears"). This makes it possible to grasp not only the second user's direct or obvious needs, but also the second user's indirect or potential needs. For example, questions for researching the second user's hobbies and lifestyle that are answered by the above "needs words," specifically, "When you wake up in the morning, what part of your face do you check in the mirror?" can be given.

[0070] [About the research cooperation request form] 6 is a schematic diagram showing an example of a research cooperation request form 800 according to an embodiment of the present disclosure (see FIG. 6). The research cooperation request form 800 is a form prepared for requesting cooperation in a needs research conducted on second users.

[0071] Form 800A displays a message encouraging participation in the research, asking "Would you be willing to participate in our research?", with the answer options "YES" and "NO" displayed in the box below (see Figure 6). Radio buttons are located to the left of each of the answer options "YES" and "NO" (see Figure 6). When the second user selects the radio button to the left of "YES", the screen transitions to form 800B (see Figure 6).

[0072] Form 800B displays a message urging the user to select a possible date for the web conference: "Please select a date and time that is convenient for you." The possible dates (five in this case) are displayed in the box below (see Figure 6).

[0073] Form 800C displays a message saying "The web conference URL is here," informing the second user that the web conference URL is displayed below, and the web conference URL, "https: / / www.xxx.com," is displayed in the box below that (see Figure 6).

[0074] The research management unit 104 executes the above-mentioned research process for the second user based on the research cooperation request form 800. The second user is approached in the form of cooperation with a "needs research", and the second user accesses the web conference URL and directly answers the research from the first user, thereby making it possible to grasp the needs of the second user without the second user perceiving this as an act of selling a product or service.

[0075] [Media information] 7 is a schematic diagram showing an example of a website screen of each medium in an embodiment of the present disclosure (see FIG. 7). From the top, there is an article site screen 900A as the first medium, a detailed display screen 900B of each article site titled "Today's Trivia", and a website screen 900C of an "EC site" as the second medium (see FIG. 7).

[0076] The website screen 900A is a website screen that collects (summarises) article sites provided by each first user. This screen 900A displays a window 900A1 related to "Article 1," a window 900A2 related to "Article 2," and a window 900A3 related to "Article 3" as article sites (see FIG. 7).

[0077] Window 900A1 shows the title of "Article 1" 900 AT1 , "Article 1" omission 900A C1 is displayed, and the title of "Article 2" 900A2 is displayed in window 900A T2 , "Article 2" omission 900A C2 is displayed, and the title of "Article 3" 900A3 is displayed in window 900A4. T3, "Article 2" omission 900A C3 Also displayed are article selection icons 900A4 for selecting each article.

[0078] When the second user moves the icon 900A4 onto the window 900A1 and performs a selection operation using an input device such as a mouse, the screen transitions to a details display screen 900B (see FIG. 7). The details display screen 900B displays the title "Today's Trivia" along with details of the trivia, and below that, a link URL 900B1 to the event information provided by the first user is displayed (see FIG. 7).

[0079] When the second user clicks on the link destination URL 900B1, the screen transitions to a home page screen 900C of the "EC site." A window 900C1 is displayed on the screen 900C, displaying event information provided by the first user, "2020.12.23 XX event held!! by XX XX Salon" (see FIG. 7). When the second user selects the window 900C1, the screen transitions to a details screen (not shown) of the event information provided by the first user. The media link control unit 105 may perform processing such as setting each of the above-mentioned link destination URLs to each of the media shown in FIG. 7.

[0080] [About sending customer attributes] FIG. 8 is a flowchart showing a process flow relating to transmission of customer attributes in the customer management method by the customer management system 1 (see FIG. 1).

[0081] [First research delivery step] The management server 10 distributes customer attribute research (the above-mentioned first stage research) prepared in advance to acquire customer attributes of the second user to the second terminal 30 (step S1). Note that the customer attribute research may be conducted in advance for the second user, or may be appropriately conducted at the beginning of the work process as in this embodiment.

[0082] [Customer attribute reception step] The management server 10 receives the customer attributes obtained by the second user responding to the customer attribute research from the second terminal 30 (step S2, YES). If the management server 10 does not receive the customer attributes (step S2, NO), the management server 10 waits until the customer attributes are received (step S2).

[0083] [Second research delivery step] Next, the management server 10 distributes to the second terminal 30 a needs research (the above-mentioned second stage research) that is prepared in advance in response to the needs words related to the product or service provided by the first user (step S3).

[0084] [Needs word receiving step ⇒ Customer attribute sending step] Next, when the management server 10 receives from the second terminal 30 the need words obtained by the second user's response to the need research (step S4, YES), it automatically transmits the customer attributes of the second user who responded with the need word to the first terminal 20 of the first user who selected the need word from a selection of need words prepared in advance (step S5).

[0085] Through these processes, the first user can recognize the presence of the second user who is interested in the product or service provided by the first user, and effective matching between the first user and the second user can be achieved. When the management server 10 does not receive the above needs word (step S4, NO), it continues to wait for the needs word reception process (step S4).

[0086] In addition, in the past, potential customers were extracted by presumption based only on the results of the first-stage research, and the approach to the estimated potential customers extracted in this way was made without confirming the true intentions of the potential customers, so in the end it was just a sales pitch. On the other hand, according to the above-mentioned customer management method in this embodiment, in addition to the first-stage research, a needs research process is performed as a second-stage research to confirm the true intentions of the second user, so the second user extracted as a result is someone who can be extracted after the true intentions of the second user have been confirmed in advance, so the approach to the second user can no longer be a sales pitch, and can lead to effective matching between the first user and the second user.

[0087] [About matching process] 9 is a flowchart showing a process flow related to matching in the customer management method by the customer management system 1 (see FIG. 1). When the management server 10 receives the needs words and customer attributes from the second user (step S11), it stores the points granted according to each answer to the needs words and customer attributes in association with the customer attributes of the second user (step S12).

[0088] When the management server 10 receives a matching request from the second terminal 30 of the second user who is seeking to match with the first user using points (step S13, YES), the management server 10 transmits lead attribute options consisting of two or more lead attributes linked to the need words to the second terminal 30 (step S14). When the management server 10 does not receive a matching request from the second terminal 30 (step S13, NO), the management server 10 waits until a matching request is received from the second terminal 30 (step S13).

[0089] Next, when the management server 10 receives from the second terminal 30 a lead attribute selected by the second user from the lead attribute options (step S15, YES), it transmits an attendant request to each of the first terminals 20 of the two or more first users related to the lead attribute (step S16). This allows the first user to know the existence of a second user (prospect) who wishes to be matched with the first user. Therefore, the first user can know the information (existence) of the prospective customer without engaging in any sales activity. On the other hand, when the management server 10 does not receive the lead attribute from the second terminal 30 (step S15, NO), it waits until the lead attribute is received from the second terminal 30 (step S15).

[0090] Next, when the management server 10 receives an attend acceptance response from the first terminal 20 as a result of the first user accepting the attend request (step S17, YES), the management server 10 transmits the web conference URL provided by the first user related to the attend acceptance response to the second terminal 30 (step S18). This allows the first user and the second user to be effectively matched.

[0091] When making an attendance request (step S16), the management server 10 transmits attribute information of the second user together with the above-mentioned customer code (see FIG. 4C) to the first user. This allows the first user to recognize the attributes of the second user (prospect) with whom he / she wishes to be matched.

[0092] [About research processing] 10 is a flowchart showing a flow of processing related to research in the customer management method by the customer management system 1 (see FIG. 1). The management server 10 receives from the first terminal 20 the customer attributes selected by the first user from the customer attributes of the second users who have answered the need words (step S21).

[0093] Next, the management server 10 sends research cooperation request information to the second terminal 30 used by the second user, which is linked to the customer attributes received from the first terminal 20, requesting cooperation in research regarding the industry in which the first user's business is included (step S22).

[0094] Next, the management server 10 receives the second user's response to the research cooperation request information from the second terminal 30 (step S23). If the response from the second user is an affirmative response (step S23, YES), the management server 10 transmits the affirmative response to the first terminal 20 (step S24). On the other hand, if the response from the second user is a negative response (step S23, NO), the management server 10 continues to wait until the response from the second user is received (step S23).

[0095] Next, the management server 10 receives a web conference URL for the second user to directly respond to the research of the first user from the first terminal 20 that received the positive response (step S25). After that, the management server 10 transmits the web conference URL to the second terminal 30 (step S26). By the second user directly responding to the research of the first user based on this web conference URL, the first user can recognize the detailed needs of the second user.

[0096] [About link distribution processing] 11 is a flowchart showing a process flow related to link delivery in the customer management method by the customer management system 1 (see FIG. 1). The management server 10 receives detailed information 900B (see FIG. 7) that arouses the second user's interest in the business of the first user from the first terminal 20 (step S31).

[0097] Next, the management server 10 uploads the detailed information 900B received from the first terminal 20 to an article site (first media) 900A (see FIG. 7) where each article is compiled (step S32).

[0098] Next, when the management server 10 receives the event information 900C1 provided by the first user from the first terminal 20, the management server 10 uploads the event information 900C1 to a second medium 900C that introduces a product or service provided by the first user (step S33).

[0099] Thereafter, the management server 10 distributes a first link related to the first media 900A to which the detailed information 900B has been uploaded to the second terminal 30 (step S34). The detailed information 900B includes a second link 900B1 (see FIG. 7). When a second user who has viewed the detailed information accesses the event information 900C1 from the second link 900B1, the first user can automatically attract second users (potential customers).

[0100] The above-described embodiments are described for the purpose of facilitating understanding of the present invention, and are not described for the purpose of limiting the present invention. Therefore, each element disclosed in the above embodiment is intended to include all design modifications and equivalents that fall within the technical scope of the present invention.

[0101] In the above-described embodiment, the customer attributes of the second users are databased, and second users who can be potential customers of the first user are identified based on the databased second user information and the apparent needs of the second users. However, the present invention is not limited to this. In addition to being able to grasp the direct needs of the second users based on the interest categories in the above-described customer database 500 in which the second user information is collected, the potential needs of the second users can also be grasped based on other customer attributes, such as information on hobbies. As a result, among multiple first users, the second user who is a direct target of one first user can also become a direct target of the other first user due to the potential needs of the second user.

[0102] Specifically, suppose that the service provided by one first user is a beauty service, and one second user desires a beauty service, information (customer attribute) that the one second user has a pet is acquired. In this case, the information that the one first user has a pet is merely hobby information of the one second user. However, if the service provided by the other first user is a pet grooming service, the information that the one second user has a pet may be a potential need of the one second user for the other first user. Such knowledge makes it possible to grasp potential needs that have been overlooked because information obtained from customers has only been captured from one side in the past, and may ultimately lead to the sharing of customer attribute information between different businesses. [Explanation of symbols]

[0103] 1. Customer management system 10...Management server (customer management device 100) 20…1st Terminal 30…Second terminal 101...First user information management unit 102...Second user information management unit 103…Matching section 104…Research Management Department 105...Media link control unit

Claims

1. A customer management method using a customer management system including a first terminal used by a first user, a second terminal used by a second user, and a management server, comprising: a first research distribution step in which the management server distributes to the second terminal a base research prepared in advance for acquiring customer attributes of the second user; a customer attribute receiving step in which the management server receives, from the second terminal, customer attributes obtained by the second user responding to the base research; a second research distribution step in which the management server distributes to the second terminal a needs research prepared in advance in response to a needs word related to a product or service provided by the first user; a needs word receiving step in which the management server receives from the second terminal the needs words obtained by the second user responding to the needs research; a customer attribute transmission step in which the management server transmits the customer attribute of the second user who has answered the need word to the first terminal of the first user who has previously selected the need word from a need word option prepared in advance; The management server receives, from the first terminal, the customer attributes selected by the first user from the customer attributes of the second user who answered the need word; The management server transmits, to the second terminal used by the second user associated with the customer attribute received from the first terminal, research cooperation request information requesting cooperation in research related to an industry in which the first user's business is included; The management server receives a response from the second user to the research cooperation request information from the second terminal; the management server transmitting a positive response to the first terminal when the response by the second user is a positive response; receiving, from the first terminal that has received the positive response, a URL for a web conference for the second user to respond to the research; the management server transmitting the web conference URL to the second terminal; A customer management method comprising:

2. A customer management method using a customer management system including a first terminal used by a first user, a second terminal used by a second user, and a management server, comprising: a first research distribution step in which the management server distributes to the second terminal a base research prepared in advance for acquiring customer attributes of the second user; a customer attribute receiving step in which the management server receives, from the second terminal, customer attributes obtained by the second user responding to the base research; a second research distribution step in which the management server distributes to the second terminal a needs research prepared in advance in response to a needs word related to a product or service provided by the first user; a needs word receiving step in which the management server receives from the second terminal the needs words obtained by the second user responding to the needs research; a customer attribute transmission step in which the management server transmits the customer attribute of the second user who has answered the need word to the first terminal of the first user who has previously selected the need word from a need word option prepared in advance; The management server receives, from the first terminal, interest arousing information that arouses an interest of the second user in the business of the first user; The management server uploads the interest arousing information received from the first terminal to a first medium that introduces the business of the first user; When the management server receives event information provided by the first user from the first terminal, the management server uploads the event information to a second medium that introduces a product or service provided by the first user; the management server delivering to the second terminal a first link related to the first media to which the interest arousing information is uploaded; Equipped with The interest generating information includes a second link to the event information uploaded to the second media. Customer management methods.

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