TW201305929A - Information system for customer relationship management and method of requesting service message - Google Patents

Abstract

The invention relates to an information system for customer relationship management and method of requesting service message. An information processing unit executed at user local end is utilized for analyzing specific behavior model of the user by content of input data or use habit of user. A corresponding service request is sent based on the behavior model for acquiring related service message fitting requirement of the user behavior model. The information processing unit processes personal data of user at local end and executes related analysis based on personal data before requesting service message by analysis result for ensuring personal data safety. Marketing object and performance of customer relationship management (CRM) can be raised for the information or service providers.

Description

Information system for customer relationship management and method for requesting service information

The present invention relates to an information system for customer relationship management and a method for requesting a service message, and more particularly to a method for judging a specific behavior pattern according to a user's use of the information system's habit and content analysis, thereby actively requesting a service message.

According to the definition of the American Marketing Association (AMA) in 1985: "Marketing management is a series of processes of analysis, planning, execution, and control. Through this process, the concept, price, and price of ideas, products, or services are formulated. Decisions such as promotions and distributions create exchange activities that meet individual and organizational goals.” Because “analysis” is an important part of marketing management, customer data that is the object of analysis is the most valuable to the industry. In recent years, the customer relationship management (CRM) system has emerged, and it is expected to collect statistics on users' data for analysis and analysis to help companies fully understand customer classification, behavior, satisfaction, and demand.

In the analysis of consumer behavior, the general focus is on:

1. Assist marketing personnel in market opportunity analysis.

2. Conducive to the choice of the target market.

3. Adjust the marketing method according to consumer demand.

For the industry, the ideal situation is to effectively combine customer relationship management and consumer behavior analysis to understand the types, behaviors and needs of customers, and then to effectively market and serve customers.

However, the development dilemma of the current customer relationship management system is:

1. New customer development issues: Due to the explosion of network information, the user's browsing time is short, and it is not easy to encounter the right development object at the right time.

2. The marketing method fails: the hodgepodge content and the large number of sent results make the electronic DM a spam, which in turn makes the marketing message difficult to communicate effectively to the client.

3. Personalized marketing is not easy: member information is rarely updated, and the customer relationship management system cannot analyze the needs of members based on updated and correct data. The analysis results are gradually inaccurate and can be imagined.

4. Personal security concerns: When customers want to know the details of a product or service, they will search the Internet on their own. However, if you want to get more detailed information, most of the information must be entered first, and the information input through the Internet will be It is recorded and saved (for example, trial loan amount, etc.), and in this case, the security of the user's personal assets is relatively reduced.

It can be seen from the above that there are various problems mentioned above in the acquisition and analysis of customer behavior in the marketing mode, and it is necessary to actively seek for a feasible solution.

Therefore, the main object of the present invention is to provide an information system for customer relationship management, which can be installed and executed on the local machine for the user to input and manage data, and analyze the user specific by input data content or usage habits. The behavioral pattern, which then requests service messages based on this behavioral model, can help personalize marketing and open up potential customers, while also eliminating security issues.

The main technical means for achieving the foregoing objective is that the information system for customer relationship management is a software system, which includes a data processing unit installed and executed on the user device, and the data processing unit includes: a data input and The recording module is used by the user to receive and store the data input by the user; the user's operation record is also stored; and the data analysis processing module is used according to the data input and the data stored in the recording module. a specific behavior pattern, and a service message request is sent according to the behavior mode; a data comparison operation module receives the service message sent back and displays the service message; since the information system is based on the data input by the user and/or Or use records to analyze user-specific behavior patterns (such as finance, financial management, health status, etc.), and then submit a service message request to a remote server based on the analyzed behavior pattern. For the user, all personal information is The user device (the local end) is used, and no record is left on the remote server. To ensure the security of personal security; and for remote servers that provide information, the resulting service message request is the result of analyzing the user's specific behavior patterns, thus facilitating personalized marketing, developing potential customers and long-term Documenting the customer's situation will help improve the efficiency of customer relationship management.

The foregoing information system for customer relationship management further includes a service message matching unit installed on a remote server other than the user device, and the service message matching unit includes: a service message database for providing Various service messages; a media module that receives the service message request sent by the data processing unit and matches the service message database to find a service message that matches the user's specific behavior pattern and sends it back to the data. Processing unit.

Another object of the present invention is to provide a method for requesting a service message by an information system, comprising: accepting and storing data management content of a user; analyzing a user-specific behavior pattern according to the foregoing data management content, and generating a service message request; The service message request matches the message message conforming to the user's specific behavior mode; the service message of the response is accepted and displayed.

The information system provided by the present invention is a software system which can be mounted on a hardware (for example, a removable disk) or a recording medium (magnetic disk, a disk, a memory card), and is installed and used in use. In the device, the user device can be a computer, a smart phone or other portable device.

1 is a schematic diagram of a system architecture of the information system of the present invention, which includes a data processing unit 10, and the data processing unit 10 can be connected to a remote server 200 that provides a service message through a network; The data processing unit 10 includes: a data input and recording module 11 for user operation to receive and store data input by the user; the data input and recording module 11 is used to store the user's operation record; A possible way for the data input and recording module 11 to receive the user input data is to generate an operation interface, and the operation interface includes more than one message connection option, and the message connection option can be a specific function button or data. The input field, as shown in FIG. 2A, is a possible implementation of the foregoing operation interface. The message connection option 112 on the operation interface 110 is a button for the user to select a specific function; and the data input and recording mode The group 11 will store the record of the user performing various functions and the input data; and after any of the aforementioned buttons is pressed, the operation interface 11 will be A working window 111 is generated in the form of a new window for inputting data and/or obtaining a message. The operation interface 110 or the working window 111 can provide more than one external connection button for contacting the unit or personnel related to the service message. . The form of the operation interface 110 is also as shown in FIG. 2B, and includes a permanent working window 111 and a plurality of message connection options 112. The message connection options 112 are respectively a data input field. Similarly, an external connection button 114 can be further provided on the operation interface 110 or its working window 111.

A data analysis processing module 12 analyzes the data and records stored by the data input and recording module 11, and generates a service message request according to the analyzed behavior mode, and sends the request to the remote server 200; The computing module 13 receives and compares the returned service messages and sends the service messages to the work window 111 on the operating interface 110 for display.

The information system of the present invention further includes a service message matching unit 20 installed on the remote server 200. The service message matching unit 20 includes: a service message database 21 for providing various service messages and The service information of the line update database; the media module 22 receives the service message request sent by the user device, and matches the service message of the service message database 21 to find a user-specific behavior pattern. The service message is sent back to the user device that sent the service message request via the network.

The following is an example to illustrate the application mode of the foregoing information system. If the information system is a financial management software, when it is installed and started on a user device such as a computer or a smart phone, it is displayed on the display desktop of the user device. An operation interface 110 (shown in FIG. 3) is generated. As described above, the operation interface 110 has a working window 111 and a plurality of buttons 112A. Each button 112A corresponds to a specific group or function, such as "billing" and "Funds", "interest rate/exchange rate", "insurance", "securities", "loans" and other functions; as shown in Figure 4, when the user selects the "Billing" function, the work window 111 will generate a billing page 113. The billing page 113 provides a plurality of billing fields, such as "fixed income", "fixed expenditure", "ticket", etc., and a message field "financial advice". When the user completes the routine billing, the foregoing data processing The data analysis processing module 12 of the unit 10 analyzes the user-specific behavior pattern according to the account data input by the user and the execution status of various functions, and further sends the data. A service request message to a remote server message matchmaking service unit 20 messages matchmaking to find a message service in line with user specific patterns of behavior, and displayed in the field "financial advice" in.

Further, a service request button 114A (i.e., the aforementioned external link button 114) is further provided in the billing page 113 displayed on the working window 111. The service request button 114 provides a link related to the wealth management related information (for example, a wealth management commissioner). When the user presses the service request button 114, the user can communicate with the financial manager located at the remote server through various possible communication methods, such as Internet telephony and instant messaging (video).

When the information system is a health management software, after the installation and startup on the user device, an operation interface 110 (shown in FIG. 5) is still generated on the display desktop of the user device, and the operation interface 110 has a The work window 111 and the plurality of buttons 112B, each of which performs a health consultation function, such as "sleep", "chest pain", "abdominal pain", "excretion", "headache", "skin", "tiredness", " When the user selects the "abdominal pain" consultation function, the work window 111 will enter a consultation page 115. As shown in FIG. 6, the consultation page 115 provides several questionnaire fields, such as "pain". Location, "pain nature", "time/frequency" and a message field "diagnostic advice"; wherein: "pain position" field is a simulated body pattern for the user to check the painful part; "pain nature" The field provides options such as "painfulness", "colic", "sadness" and "pain". The "Time/Frequency" field provides "temporary", "2~3 days" and "week"

After the user completes the option check of each field and the content of the questionnaire, the data analysis processing module 12 of the data processing unit 10 analyzes the user's symptoms according to the questionnaire data input by the user and the execution status of various consultation functions, and further sends out the symptoms. A service message request is sent to the remote server 200 for message matching to find a diagnostic message that matches the user's symptoms and is displayed in the "Diagnostic Suggestions" field.

Further, a service request button 114B is further provided on the consultation page 115. The service request button 114B provides a link related to the diagnosis suggestion (for example, a network registration appointment consultation). When the user presses the service request button 114B, the user can press the link. Go to the network registration page of the medical unit.

It can be easily seen from the application embodiment mentioned above that the input and analysis operations related to personal data are performed on the user device, and no personal data is recorded on the remote server, thereby effectively ensuring the security of personal resources. . The service message provided by the remote server can be updated periodically or irregularly, and the requested service message is generated by mediating with the user's behavior pattern, which is close to the user's needs, so that it can be easily personalized. Marketing also helps develop potential customers and implement effective customer relationship management.

10. . . Data processing unit

11. . . Data input and recording module

110. . . Operation interface

111. . . Work window

112. . . Message link option

112A, 112B. . . button

113. . . Billing page

114. . . External link button

114A, 114B. . . Service request button

115. . . Consulting page

12. . . Data analysis processing module

13. . . Data comparison module

20. . . Service message media unit

twenty one. . . Service message database

twenty two. . . Media module

200. . . Remote server

1 is a schematic diagram of the system architecture of the present invention.

2A and 2B are schematic diagrams showing the operation interface generated by the information system of the present invention.

FIG. 3 is a schematic diagram of an operation interface of the information system of the present invention applied in financial management.

FIG. 4 is a schematic diagram of still another operation page of the information system of the present invention applied in financial management.

FIG. 5 is a schematic diagram of an operation interface of the information system of the present invention applied in health management.

FIG. 6 is a schematic diagram of still another operation page of the information system of the present invention applied in health management.

10. . . Data processing unit

11. . . Data input and recording module

12. . . Data analysis processing module

13. . . Data comparison module

20. . . Service message media unit

twenty one. . . Service message database

twenty two. . . Media module

200. . . Remote server

Claims (14)

An information system for customer relationship management includes a data processing unit, the data processing unit includes: a data input and recording module for use by a user to receive and store data input by the user; Operational record; a data analysis processing module is based on data stored in the data input and recording module and records the user-specific behavior pattern, and sends a service message request according to the behavior mode; a data comparison operation module , it receives the service message of the comparison and returns the service message. The information input and recording module further generates an operation interface, and the operation interface includes one or more message connection options, and the message connection option is for inputting data. And for linking to a work window. For example, in the information system for customer relationship management described in claim 2, the work window is generated in a new window after the message link option is executed. As for the information system for customer relationship management described in claim 2, the working window is permanently located on the operation interface. An information system for customer relationship management according to any one of claims 1 to 4, wherein the operation interface provides one or more external link buttons for contacting a unit or a person related to the service message. As described in claim 5, the information system for customer relationship management is generated on the working window. For example, in the information system for customer relationship management described in claim 5, the message connection option is a button, and each button causes the linked work window to enter another page for inputting information and/or obtaining a message. As for the information system for customer relationship management described in claim 5, the message link option is a data entry field. For the information system for customer relationship management described in claim 7 of the patent application, each button on the operation interface corresponds to "billing" and various financial information inquiry functions; the "billing" button is linked to a billing page, the billing page A number of billing fields and a message field are provided, wherein the billing field will provide billing, and the message field will display the financial advice message based on the billing content analysis. For example, the information system for customer relationship management described in claim 9 of the patent scope has an external link of a contact financial manager. For example, in the information system for customer relationship management described in claim 7, the buttons on the operation interface respectively correspond to a health consultation function, and respectively generate a consultation page on the work window, and the consultation page provides more than one questionnaire. A field and a message field, the message field will display a diagnosis suggestion message based on the analysis of the consultation content. For example, the information system for customer relationship management described in claim 11 has a medical related external link. The information system for customer relationship management according to any one of claims 1 to 4, further comprising a service message matching unit, which is installed on a remote server other than the user device, and serves a message The media unit includes: a service message database for providing various service messages; and a media module for receiving service message requests sent by the data processing unit and matching the service messages of the service message database to find out A service message that matches the user's specific behavior pattern and is sent back to the data processing unit. A method for requesting a service message by an information system is mainly performed by a user device performing the following steps: accepting and storing a user's data management content; analyzing a user-specific behavior pattern according to the foregoing data management content, and generating a service message request; According to the service message request, the media message conforming to the user's specific behavior mode is matched; the service message of the response is accepted and displayed.