Sales support device, sales support method, and program therefor

Abstract

A business support method for continuously provided services that presents the person responsible for a service business with actions that are highly likely to achieve better CLTV than in the past. First, a business support device 110 acquires a phase that has been set for a target customer (S401). Then the business support device 110 selects a person responsible from among one or more persons responsible for a user business assigned to the set phase (S402). Then, action presentation information that presents an action from among one or more actions that can be presented for the set phase is transmitted to a terminal 120 of the relevant person responsible (S403). Then it is determined whether all required items from among input items displayed by means of the action presentation information have been inputted (S404), and when the required items have been accomplished, a subsequent phase is set for the target customer in accordance with the accomplishment of the required items (S405).

Description

[Technical Field]

[0001] The present invention relates to a sales support device, a sales support method, and a program therefor for a service that is continuously provided. [Background technology]

[0002] In sales activities for continuously provided services such as SaaS, a known method of sales management is to divide the process from closing a deal to canceling the service into phases and assign a team to each phase. While the units of phases vary depending on the service, as an example, they can be divided into nurturing, which explains the overview of the service to potential customers called leads and opens the door to sales opportunities by securing a commitment for actual negotiations, closing, which concludes a contract with the potential customer, and customer success, which ensures that closed customers continue to use the service.

[0003] Each team's performance can be evaluated, for example, by the percentage of projects that progress to the next phase among those that have been brought up to the phase for which they are responsible. Summary of the Invention [Problem to be solved by the invention]

[0004] However, the performance of each team is not necessarily directly linked to Customer Lifetime Value (CLTV), which is a management indicator for companies that provide such services. CLTV refers to the amount a customer pays over the entire period they use the service, or the amount corresponding to that amount.

[0005] More specifically, if the performance of each team is managed as a KPI, each team will inevitably be focused on how many projects they can pass on from the previous phase to the next phase, making it unclear whether improving KPIs will contribute to improving CLTV, which is a management indicator for service providers.However, it is not easy for the representative of each team to individually decide what actions to take.

[0006] The present invention has been made in view of the above points, and its object is to provide a sales support device, a sales support method, and a program therefor for continuously providing services, which present actions to a person in charge of a service providing company that are more likely to improve CLTV than before. [Means for solving the problem]

[0007] In order to achieve this object, a first aspect of the present invention is a sales support method for a continuously provided service, characterized in that it includes the steps of: a computer selecting at least one of one or more representatives of the service provider company assigned to a specific stage among a plurality of stages that divide the period of sales activities conducted by the service provider company toward customers regarding the use of the service; a computer transmitting, to a first terminal used by one of the at least one selected representative, behavioral presentation information for presenting one or more behaviors that can be presented in the specific stage; and a computer setting a next stage depending on the result of communication with the customer through actions taken by the representative using the first terminal toward the customer based on the behavioral presentation information.

[0008] Furthermore, a second aspect of the present invention is a sales support method according to the first aspect, characterized in that the computer further includes a step of determining whether all required items have been entered based on the result of the communication.

[0009] Furthermore, a third aspect of the present invention is a sales support method according to the second aspect, characterized in that the computer further includes a step of setting a next stage for the customer if the judgment result is positive, and re-sending behavior presentation information to present one or more behaviors that can be presented at the specific stage if the judgment result is negative.

[0010] Furthermore, a fourth aspect of the present invention is the sales support method of the first aspect, characterized in that the selection is made by referring to the correspondence between each customer's CLTV or corresponding score and the representative who handled each customer at each stage, and selecting the representative who has the largest total CLTV or corresponding score of the customers who were in charge of the specific stage, or the largest value corresponding to the total CLTV or corresponding score of the customers who were in charge of the specific stage.

[0011] In addition, a fifth aspect of the present invention is a sales support method according to the first aspect, characterized in that it further includes a step of changing the behavioral presentation information based on at least a part of the behavioral history of one or more representatives selected in descending order of the CLTV or the corresponding score of the customers who were in charge at the specific stage, or the total of the CLTV or the corresponding score of the customers who were in charge at the specific stage, or the value corresponding to the total.

[0012] In addition, a sixth aspect of the present invention is a sales support method of the fifth aspect, characterized in that the change includes changing optional items among the input items displayed by the input item display information to required items.

[0013] In addition, a seventh aspect of the present invention is a sales support method of the first aspect, characterized in that it further includes the steps of: before setting the next stage, referring to the correspondence between each customer's CLTV or corresponding score and the representative who was in charge of each customer at each stage, and selecting one or more representatives in descending order of the CLTV or corresponding score total or corresponding value of the customers who will be in charge of the next stage; sending representative display information to the first terminal for displaying the selected one or more representatives; receiving from the first terminal a selection notification of one of the one or more representatives displayed based on the representative display information; and determining a representative to be assigned to the customer in the next stage based on the selection notification.

[0014] An eighth aspect of the present invention is the sales support method according to any one of the fourth to seventh aspects, characterized in that the CLTV is a predicted CLTV.

[0015] A ninth aspect of the present invention is the sales support method of the eighth aspect, characterized in that the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted number of months of continuation or a value corresponding thereto.

[0016] A tenth aspect of the present invention is the sales support method of the eighth aspect, characterized in that the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted number of months of continuation, and further multiplying this value by a value inversely proportional to the number of days required for the target customer to sign a contract.

[0017] In addition, an 11th aspect of the present invention is a sales support method according to any one of the 4th to 10th aspects, characterized in that the value corresponding to the CLTV or the sum of the scores corresponding thereto is the CLTV or the sum of the scores corresponding thereto calculated within the scope of contracts with customers for which the person in charge of any stage prior to the specific stage is the same as the customer.

[0018] Furthermore, a twelfth aspect of the present invention is any one of the fourth to tenth aspects, characterized in that the association further includes association between each customer's CLTV or a score corresponding thereto and the first contact point with each customer, in addition to the person in charge of each customer at each stage.

[0019] In addition, a 13th aspect of the present invention is the sales support method of the 12th aspect, characterized in that the value corresponding to the total of the CLTV or the corresponding score is the total of the CLTV calculated within the scope of contracts with customers whose first contact is the same as the target customer.

[0020] In addition, a 14th aspect of the present invention is a sales support method of any one of the 1st to 13th aspects, characterized in that it further includes the steps of: displaying questionnaire display information for displaying at least a portion of one or more input items displayed by input item display information included in the behavior presentation information on a second terminal used by the customer before transmitting the behavior presentation information to the first terminal; receiving responses to the questionnaire displayed based on the questionnaire display information from the second terminal; and transmitting at least a portion of the responses to the first terminal simultaneously with or before or after the input item display information.

[0021] In addition, a 15th aspect of the present invention is a sales support method according to any one of the first to fourteenth aspects, characterized in that it further includes a step of changing the input item display information to make the required item an optional item when the predicted time required to input any required item displayed by the input item display information included in the action presentation information is equal to or longer than a predetermined time.

[0022] In addition, a 16th aspect of the present invention is a program for causing a computer to execute a sales support method for a continuously provided service, the method comprising the steps of: a computer selecting at least one of one or more representatives of the service provider company assigned to a specific stage among a plurality of stages that divide a period of sales activities conducted by the service provider company toward customers regarding the use of the service; a computer transmitting, to a first terminal used by one of the at least one selected representative, behavioral presentation information for presenting one or more behaviors that can be presented in the specific stage; a computer transmitting, to a first terminal used by one of the at least one selected representative, behavioral presentation information for presenting one or more behaviors that can be presented in the specific stage; and a computer setting a next stage depending on the result of communication with the customer through actions taken by the representative using the first terminal toward the customer based on the behavioral presentation information.

[0023] In addition, a 17th aspect of the present invention is a sales support device for a continuously provided service, which selects at least one of one or more representatives of the service provider company assigned to a specific stage out of multiple stages that divide the period of sales activities conducted by the service provider company toward a customer regarding the use of the service, transmits behavioral presentation information to a first terminal used by one of the at least one selected representative to present one or more behaviors that can be presented in the specific stage, and sets the next stage depending on the result of communication with the customer through the behavior taken by the representative using the first terminal toward the customer based on the behavioral presentation information. [Effects of the Invention]

[0024] According to one aspect of the present invention, the content displayed on the display screen of the terminal used by each representative of the service provider company is determined appropriately according to the service being sold and the phase of the sales activity, so that each representative can communicate with the customer as necessary in accordance with the content displayed on the terminal they use, and can carry out sales activities efficiently without having to make excessive individual decisions. [Brief explanation of the drawings]

[0025] [Figure 1] 1 is a diagram illustrating a sales support device according to a first embodiment of the present invention. [Figure 2] FIG. 2 is a diagram showing an example of a screen that is first displayed to a person in charge of the nurturing phase in the first embodiment of the present invention. [Figure 3] FIG. 10 is a diagram showing an example of the second screen displayed to a person in charge of the nurturing phase in the first embodiment of the present invention. [Figure 4] 1 is a flowchart of a sales support method according to a first embodiment of the present invention. [Figure 5] 10 is a flowchart of a sales support method according to a second embodiment of the present invention. DETAILED DESCRIPTION OF THE INVENTION

[0026] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

[0027] (First embodiment) FIG. 1 shows a sales support device according to a first embodiment of the present invention. The sales support device 110 communicates with a terminal 120 of a user company of the sales support service provided by the sales support device 110 via a computer network such as the Internet. In this sales support service, members can be registered for each user company, and each member can be assigned to one of multiple phases of the service provided by the user company. In addition to directly assigning each member a phase to which they are responsible, each member may also be indirectly assigned a phase by assigning a unit to which each member belongs and one or more phases to each unit. In addition, in this sales support service, each customer of each user company is assigned to a phase to which they belong. The server 130 is used to provide the user company's services and is capable of communicating with the sales support device 110 via the computer network as needed.

[0028] The service is provided continuously, and is sold in multiple stages, dividing the period from when a contract for use of the service is concluded between the customer and the user company until the contract is cancelled. In this specification, "a service provided continuously" refers to a service in which use of the service continues for more than one month and multiple payments are made based on a contract between the service provider and the customer, and an example of this is a monthly billing service.

[0029] The sales support device 110 includes a communication unit 111 such as a communication interface, a processing unit 112 such as a processor or CPU, and a storage unit 113 including a storage device or storage medium such as a memory or hard disk, and can be configured by executing a program for performing each process. The sales support device 110 may include one or more devices, computers, or servers. The program may include one or more programs and may be recorded on a computer-readable storage medium to form a non-transitory program product. The program may be stored in the storage unit 113 or a storage medium 114 accessible from the sales support device 110 and executed by the processing unit 112. The data stored in the storage medium 114 may be stored in whole or in part in the storage unit 113. In this specification, data used by the sales support device 110 is stored in the storage unit 113 or the storage medium 114 and referenced as needed.

[0030] FIG. 2 shows an example of a screen that is first displayed to a person in the nurturing phase in the first embodiment of the present invention. Screen 200 in FIG. 2 is hereinafter referred to as a "suggestion screen," meaning that it is a screen that proposes an action for one or more customers in a phase that the person using terminal 120 can handle. Possible combinations of a person and a customer include a case in which a person who can handle the same stage as the customer is assigned to the customer, and a case in which a customer who belongs to one or more stages that the person can handle is assigned to the person. Furthermore, combinations of a person and a customer can be further associated with actions for the customer, resulting in a combination of a person, a customer, and an action for the customer.

[0031] In this specification, the term "customer" is used to mean not only potential customers who have not yet started using the user company's services, but also customers who are currently using the services.

[0032] When a member accesses the service using the terminal 120, the sales support device 110 can identify the member based on, for example, the ID used by the member to log in, and display a proposal screen for a customer already associated with the member on the terminal 120. Alternatively, after the member is identified, a customer who belongs to one or more phases that the member can handle may be associated with the member, and then a proposal screen for the customer may be displayed on the terminal 120.

[0033] The proposal screen 200 displays a button 201 for taking the action "Proceed to call." In addition, a reason 202 for taking this action is also displayed. In this example, it is stated that the customer is the SaaS division of a company called "55 Gozilla Solutions," and that the purpose of the call is to organize the customer's information.

[0034] The proposal screen 200 may further display an item completion rate 203 for items to be entered in the nurturing phase, allowing the sales representative 204 to understand how much further engagement with the customer is required. The proposal screen 200 may also display a history 205 of actions taken with and by the customer up until the proposal screen 200 was displayed on the terminal 120 of the sales representative 204. The action history 205 may be generated, at least in part, by the sales representative recording actions taken on the sales support service. In one example, an action may be initiated from a screen for the sales support service provided by the sales support device 100.

[0035] The proposal screen 200 may also display a usage history 206 of the service provided by the user company. The usage history 206 can be obtained by the sales support device 110 communicating with the server 130 used by the user company to provide the service, for example, through API integration. It is assumed that the service provided by the user company can be started free of charge, and then charged depending on the usage period, scope of use, amount of use, etc. In such cases, even a potential customer will have a usage history 206. As an example, it is possible to obtain from the usage history 206 the progress rate of the initial setup when using the service, the frequency of logins to the service, etc.

[0036] The person in charge 204 understands the action and, if necessary, the reason for it, and if necessary, checks at least a part of the action history 205 and the usage history 206, and selects the button 201 for taking the action by tapping or clicking, thereby transitioning the terminal 120 to the next screen.

[0037] If an index calculated based on usage history 206 is equal to or less than a predetermined threshold, proposal screen 200 or another screen may display a message prompting person in charge 204 to explain how to use the service's functions related to that index. For example, if the values ​​of the number of documents that can be created using the service, the number of messages that can be sent using the service, the number of items that can be automatically filled in using the service, etc. are equal to or less than a threshold, there is a risk that the service is not being used appropriately, and providing the necessary explanation can increase the likelihood of continued use of the service.

[0038] Furthermore, if an index calculated based on the usage history 206 is equal to or exceeds a predetermined threshold, a display may be displayed on the proposal screen 200 or another screen to prompt the person in charge 204 to propose a transition to a higher-level plan for the service. For example, if the value of the number of documents that can be created using the service, the number of messages that can be sent using the service, etc. is equal to or exceeds a threshold, there may be a need to use the service more frequently.

[0039] Although expressions such as "above threshold" and "below threshold" are used here, the relationship between the level and the level can change depending on how the threshold is defined, so it is important to compare the index with a predetermined threshold. Furthermore, the index to be compared with the predetermined threshold is not limited to the number of times a certain function is used, but may also be the amount of change, rate of change, or other value determined based on that number.

[0040] FIG. 3 shows an example of the second screen displayed to a representative in the nurturing phase in the first embodiment of the present invention. Screen 300 in FIG. 3 is hereinafter referred to as the "input screen," meaning that it is a screen on which a representative using terminal 120 inputs the results of communication with a customer. The input items include the representative asking a question to the customer and inputting the customer's response, such as "Confirm future action plans," as well as inputting the representative's understanding obtained as a result of the action of calling the customer, such as "Specify the customer representative's problem." It also includes inputting specific explanations given to the customer during the call. These inputs may be made during or after the call. The duration of the call may also be recorded. For example, the start of an action, such as "Make a call," may be recorded by tapping or clicking a button 301 for performing an action, such as "Make a call," and the end of the action may be recorded by selecting the button 301 or a related button again.

[0041] In the above explanation, a phone call was used as an action, but other types of actions include a face-to-face interview, an online interview, sending an email, and checking received emails. As an example, a user can input relevant items on the input screen while looking at a received email. The input fields on the input screen 300 differ depending on the phase. Furthermore, since the nature of the negotiation may differ depending on the service being sold, the input items may also differ. For example, the nature of small-scale negotiations and large-scale negotiations may differ. The input items defined for each phase are filled in through one or more actions. There are required and optional input items, and the item completion rate 203 displayed on the proposal screen 200 is the completion rate of required items in the example of Figure 2.

[0042] When all required fields are entered on the input screen 300, the phase assigned to the customer switches from the nurturing phase to the next phase. A representative capable of handling that phase is assigned to the customer for the next phase, and the representative takes action. In the example of FIG. 3, the call begins when the "Proceed to Call" button 201 in FIG. 2 is selected, followed by the further selection of the button 301 for executing the "Make a Call" action. However, the call may also be initiated in response to the selection of the "Proceed to Call" button 201 in FIG. 2. In either case, after the action, such as a call, is completed, the representative confirms that the necessary input has been completed and saves the input content. Specifically, the "Proceed to Call" button 301 in FIG. 3 may be replaced with a "Save" button for saving the input content after the action is completed, and the representative may tap or click the button to store the input content. In one example, the next phase is set for the customer if the stored input content includes the content of all required fields for that phase. In the next phase, a proposal screen for that phase is displayed on the terminal of the representative assigned to the customer at an appropriate time.

[0043] The above explanation can be restated from the perspective of the sales support device 110 as follows. First, the sales support device 110 acquires the phase set for the target customer (S401). Next, the sales support device 110 selects one or more staff members of the user company assigned to the set phase (S402). Then, action presentation information for presenting one or more actions that can be presented in the set phase is transmitted to the terminal 120 of the selected staff member (S403). The timing for transmitting the action presentation information is determined appropriately. As described above, the process for determining the pairing of staff members and customers may also involve the assignment of a customer to a staff member.

[0044] In one example, a proposal screen 200 is displayed on the display screen of the terminal 120 based on the action suggestion information, and an input screen 300 is also displayed. The input screen 300 is used to input the results of communication with a customer via an action taken against the customer, and the action suggestion information may include input field display information for displaying input fields. The action suggestion information may be transmitted in multiple batches, and the input field display information may be included in one of the batches. Although the proposal screen 200 and the input screen 300 are shown as separate screens in FIGS. 2 and 3, they may also be displayed on the same screen.

[0045] It is determined whether all required items among the input items displayed by the input item display information have been entered (S404). If the required items have been entered, the next phase is set for the target customer accordingly (S405). If the required items have not been entered, the sales support device 110 later retransmits the action suggestion information to the person in charge associated with the customer. In the example of FIG. 4, the destination person is the same person in charge, but if the destination person is a different person in charge, a person in charge of the set phase is selected as necessary (S402). It is also possible to set the next phase when the achievement rate reaches a predetermined value or more, even if all required items have not been entered.

[0046] In this embodiment, the content displayed on the display screen of the device used by each representative based on the action presentation information is determined appropriately in consideration of improving CLTV, depending on the service being sold and the phase of the sales activity.In addition, the timing of sending the action presentation information and the representative to whom it will be sent are determined appropriately and as needed.This allows each representative of the service providing company to communicate with customers as necessary in accordance with the content displayed on the device they use, and allows them to carry out sales activities efficiently without having to make excessive individual decisions.

[0047] According to the above explanation, the sales support device 110 then selects one or more staff members of the user company assigned to the set next phase, or may select at least one of the one or more staff members assigned to the set next phase, send staff member display information for displaying the at least one staff member to the terminal 120 of the staff member in the current phase, and determine the staff member in the next phase in response to receiving a selection notification of any staff member from the terminal 120. This has been described as processing before the required items are completed and the next phase is set for the target customer, but it may also be processing after that, in which case the staff member display information is sent to the terminal 120 of the staff member in the previous phase.

[0048] It should be noted that unless the word "only" is used, such as "based only on XX," "depending only on XX," or "only in the case of XX," this specification assumes that additional information may also be taken into consideration. As an example, please note that the phrase "do b when a" does not necessarily mean "do b always when a" or "do b immediately after a" unless explicitly stated otherwise. Furthermore, the phrase "each a constituting A" does not necessarily mean that A is composed of multiple components, but includes the case where the component is singular.

[0049] Also, just to be clear, even if there is an aspect of a method, program, terminal, device, server, or system (hereinafter referred to as a "method, etc.") that performs an operation different from that described in this specification, each aspect of the present invention is directed to an operation that is identical to one of the operations described in this specification, and the existence of an operation different from that described in this specification does not make the method, etc. outside the scope of each aspect of the present invention.

[0050] Furthermore, the "start" and "end" shown in FIG. 4 are merely examples, and do not necessarily mean that the method according to this embodiment starts at S401 or ends at S405.

[0051] (Second embodiment) In the second embodiment, when selecting at least one of one or more staff members assigned to a set phase, the CLTV of each customer handled by each staff member assigned to the phase is referenced.

[0052] The sales support device 110 stores, for each customer of each user company, which services and which paths the customer has taken, in association with the CLTV of the customer. For example, if there is a customer X whose nurturing phase was handled by person in charge a, whose closing phase was handled by person in charge e, and whose success stage was handled by person in charge h, the following associated data is stored for each path in the storage unit 113 or storage medium 114:

[0053] [Table 1]

[0054] In the table above, predicted CLTV is used as CLTV. Because actual CLTV is not determined until the customer cancels their contract, a predicted CLTV for Customer X is calculated and stored. One example of a method for calculating predicted CLTV is multiplying the monthly unit price of the service subscribed to by the target customer by the predicted number of months. Instead of the actual monthly unit price, a predicted monthly unit price, such as an average unit price, determined from the monthly unit prices of one or more customers who have previously subscribed to the service may be used. The predicted number of months may be determined by setting an appropriate constant for the service, or by using the average number of months, such as the number of months of service subscribed to one or more customers in the past. For customers who have already canceled their contracts, CLTV can be calculated using the actual number of months of service subscribed. The predicted CLTV of 2.4 million yen shown in the table above is the value when Customer X subscribes to a service with a monthly unit price of 100,000 yen and an average number of months of service subscribed to 24 months.

[0055] The table above also shows that for Customer Y, Representative F was unable to close the deal during the closing phase, and for Customer Z, Representative A was unable to advance the deal to the next phase during the nurturing phase.

[0056] The predicted CLTV is preferably obtained by multiplying the monthly unit price of the service by the predicted number of consecutive months, and then further multiplying by a value that is inversely proportional to the number of days required for the target customer to reach the contract, i.e., the so-called success days. This is because the inventors focused on the fact that the success days can be a lagging indicator of the continuation rate, and it is expected that the shorter the success days, the higher the service continuation rate, and thus the longer the actual number of consecutive months. More specifically, as an example, a value obtained by dividing the average success days of the service by the success days of the target customer can be used as the value inversely proportional to the success days. In the example of the above table, when the average success days is 25 days and customer X concludes the contract in 24 days, the predicted CLTV is calculated to be 2.5 million yen. The value inversely proportional to the success days can also be considered as a constant multiple of the value obtained by dividing the predicted success days of the service by the success days of the target customer. Here, the predicted success days can be obtained from the success days of one or more past customers who have contracted for the service. Also, as the constant a, it can be 0 < a < 1 or 0 < a ≤ 1, or a positive number of 1 or more.

[0057] By referring to the correspondence between the CLTV of each customer determined in this way and the person in charge of each customer in each phase, the sales support device 110 can calculate the total amount of the CLTV of the customers in charge of each person in charge in the set phase. Alternatively, instead of the total amount of the CLTV, the selection of the person in charge in this phase may be performed using the total of scores obtained by multiplying the CLTV by the conversion rate of each person in charge, such as how many received cases can be passed to the immediately subsequent phase.

[0058] Furthermore, as the value corresponding to the total, instead of the total for each agent in the set phase, it is possible to use the total calculated within the scope of contracts with customers whose agent in charge of any phase prior to the set phase is the same as the target customer. By doing so, it is possible to assign an agent who can improve the CLTV in the next phase depending on the target customer's path up to that point. As described above, the correspondence can further include, in addition to the agent who in charge of each customer at each stage, a correspondence between each customer's CLTV or corresponding score and the first contact point with the customer that was the source of each customer. In this case, it is possible to use the total calculated within the scope of contracts with customers whose first contact point is the same as the target customer as the value corresponding to the total CLTV or corresponding score.

[0059] As described in the first embodiment, when selecting at least one of one or more staff members assigned to the next phase to be set, staff member display information for displaying the at least one staff member may be transmitted to the terminal 120 of the staff member in the current phase. That is, in this example, the sales support device 110 first references the correspondence between each customer's CLTV or corresponding score and the staff member who assigned each customer in each phase, and selects one or more staff members in the next phase to be set in descending order of the total CLTV or corresponding score of the assigned customers or the corresponding value (S501). Next, staff member display information for displaying the one or more staff members is transmitted to the terminal of the staff member assigned to the target customer in the current phase (S502). Then, the sales support device 110 receives a selection notification from the terminal indicating which staff member to select (S503), and determines the staff member to be assigned to the next phase to be set in response to the selection notification (S504). While this is described as processing before the required items are completed and the next phase is set for the target customer, it may also be processing after that.

[0060] Furthermore, the "start" and "end" shown in FIG. 5 are merely examples, and do not necessarily mean that the method according to this embodiment starts at S501 or ends at S504.

[0061] (Third embodiment) In the second embodiment, the possibility of improving the CLTV of the service provided by the service provider is increased by selecting the person in charge to be assigned to the target customer in the next phase from the perspective of CLTV, while in the third embodiment, the possibility of improving the CLTV of the service is increased by reflecting the behavior of the person in charge who has a high CLTV or the total score corresponding thereto or a high corresponding value in the set phase on a proposal screen, input screen, etc. that is also displayed to other people in charge.

[0062] The sales support device 110 refers to the correspondence between the CLTV or corresponding score of each customer and the staff member who handled each customer in each phase, and changes the action presentation information based on at least a part of the action history of one or more staff members selected in descending order of the CLTV or the total score corresponding to the customer who handled the customer in the set phase, or the corresponding value.

[0063] As an example, if a salesperson with the highest CLTV or the total score corresponding thereto, or a value corresponding thereto, inputs an optional input field that is rarely input by other salespersons, the input field display information included in the action presentation information may be changed to make the input field a required field. In this way, it is preferable to standardize the action characteristics of a salesperson who produces high results by reflecting them in the action presentation information for the phase to which the salesperson is assigned. In addition to automatically changing the input field display information to make the target optional input field a required input field, the sales support device 110 may send a notification of a change candidate to a terminal (not shown) used by the administrator of the service provider company so that the administrator can determine whether a change is necessary. The input field display information may then be changed in response to a change request from the terminal.

[0064] Furthermore, if the action to be taken when a highly successful employee completes all of the required items is to send an email rather than an online interview, it is conceivable that sending an email would be prioritized as the action presented to each employee in the action presentation information.

[0065] Here, the behavioral characteristics of the person in charge with the highest CLTV or the total score corresponding to it, or the highest corresponding value, are reflected, but it is also possible to reflect the behavioral characteristics of multiple people in charge selected in descending order of the total CLTV amount or the value corresponding to it.

[0066] (Fourth embodiment) In a service that is continuously used, the speed at which sales activities progress, known as sales velocity, becomes an issue. As an example, questionnaire display information including at least some of the input items displayed on the salesperson's terminal 120 by the input item display information can be sent to a terminal (not shown) used by the salesperson for the customer. By sending the questionnaire display information to the customer before the input item display information is sent to the salesperson, the customer can answer the questionnaire displayed by the questionnaire display information in advance and send the answer to the sales support device 110. At least some of the answer can be included in the input item display information or added to the input item display information and sent simultaneously with, before, or after the input item display information. This allows some of the input items to already be entered when the input items are displayed on the salesperson's terminal 120, thereby shortening the sales negotiation time and increasing sales velocity.

[0067] Furthermore, the survey display information includes a URL associated with the negotiation or negotiation phase for each survey, and the survey screen displayed at the URL can be displayed by multiple people within the customer. This allows, for example, an accounting staff member to directly input accounting-related input items such as payment details and account numbers. Furthermore, not only customers but also staff members of service providers can input input items in advance as needed. The sales support device 110 receives inputs to the survey screen displayed at the URL, and by referencing the correspondence between the negotiation or negotiation phase and the URL, can store the inputs as inputs related to the corresponding negotiation or its phase.

[0068] As another example, a target time for achieving the required items in a set phase may be set. The sales support device 110 may then change the time standard, such as the period or interval, for sending action suggestion information to each sales representative depending on whether a predicted time, such as an average period determined by the time it took for one or more past customers who have subscribed to the service to achieve the required items, is faster or slower than the target time. For example, if the predicted time is shorter than the target time, this means that communication with the customer is progressing more smoothly, and the interval for sending action suggestion information to each sales representative may be shortened.

[0069] As another example, if the time required to enter any required field exceeds a predetermined time, the input field display information included in the action suggestion information may be modified to designate the required field as optional. Required fields are set because they are beneficial for ultimately closing a deal. However, if they lengthen negotiation times and reduce the number of negotiations, it may be appropriate to prioritize sales velocity. Therefore, by designating required fields that require more than a predetermined time as optional in the input field display information sent to at least some of one or more representatives of the user company, the necessity of the required field can be verified. More specifically, if the estimated time required to enter any required field displayed by the input field display information included in the action suggestion information exceeds a predetermined time, the input display information may be modified to designate the required field as optional. Here, the estimated time may be an average input time or other estimated time determined based on the input times of one or more past customers who have subscribed to the service. [Explanation of symbols]

[0070] 110 Sales support equipment 111 Communications Department 112 Processing section 113 Storage section 114 Storage medium 120 User company terminals 130 Servers for providing services to user companies 200 proposal screen 201 Action Buttons 202 Reasons to take action 203 Achievement rate 204 Person in Charge 205 Action History 206 Usage History 300 Input Screen 301 Button to perform an action

Claims

1. A sales support method, comprising: a step in which a computer selects at least one of one or more personnel of the service provider company assigned to a specific stage among a plurality of stages that divide a period of sales activities that the service provider company will conduct to the customer regarding the use of the service; a step of transmitting, by the computer, to a first terminal used by any of the at least one selected person in charge, action presentation information for presenting any of one or more actions that can be presented at the specific stage; a step in which the computer sets a next step according to a result of communication with the customer through an action taken by the person in charge using the first terminal toward the customer based on the action presentation information; Including, The selection is made using the CLTV of the customers handled by each representative in the specific stage, or the total score corresponding thereto, or a value corresponding thereto.

2. The sales support method according to claim 1, The CLTV is a predicted CLTV.

3. A method according to claim 1 or 2, The selection is made by referring to the correspondence between the CLTV or the corresponding score of each customer and the person in charge of handling each customer at each stage.

4. The sales support method according to claim 3, The mapping further includes mapping each customer's CLTV or corresponding score to each customer's first interaction with the customer.

5. A sales support method according to any one of claims 1 to 4, a step in which the computer displays, on a third terminal used by the customer, questionnaire display information for displaying at least a part of one or more input items displayed by input item display information included in the behavior presentation information before transmitting the behavior presentation information to the first terminal; a step of receiving, by the computer, from the third terminal, responses to the questionnaire displayed based on the questionnaire display information; a step of the computer transmitting at least a part of the answer to the first terminal simultaneously with, or before or after, the input item display information; Further includes:

6. A sales support method according to any one of claims 1 to 4, The method further includes a step in which, when the predicted time required to input any of the required items displayed by the input item display information included in the action presentation information is equal to or longer than a predetermined time, the computer changes the input item display information to make the required item an optional item.

7. A program for causing a computer to execute a sales support method, the method comprising: a step of the computer selecting at least one of one or more personnel of the service provider company assigned to a specific stage among a plurality of stages that divide a period of sales activities that the service provider company will conduct to the customer regarding the use of the service; a step of transmitting, by the computer, to a first terminal used by any of the at least one selected person in charge, action presentation information for presenting any of one or more actions that can be presented at the specific stage; a step in which the computer sets a next step according to a result of communication with the customer through an action taken by the person in charge using the first terminal toward the customer based on the action presentation information; Including, The selection is made using the CLTV of the customers handled by each representative in the specific stage, or the total score corresponding thereto, or a value corresponding thereto.

8. A sales support device, Selecting at least one of one or more personnel of the service provider company assigned to a specific stage among a plurality of stages into which a period of sales activities to be conducted by the service provider company to the customer regarding the use of the service is divided; transmitting, to a first terminal used by any of the at least one selected person in charge, action presentation information for presenting any of one or more actions that can be presented at the specific stage; a next step is set according to a result of communication with the customer through an action taken by the person in charge using the first terminal toward the customer based on the action presentation information; The selection is made using the CLTV of the customers handled by each representative in the specific stage, or the total score corresponding thereto, or a value corresponding thereto.

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