JP2002007894A - Customer information management system, customer information managing method, and customer information management server - Google Patents

Abstract

PROBLEM TO BE SOLVED: To lighten the burden of managing customer information and provide the latest customer information for an enterprise, and to lighten the burden of registration and provide necessary information for a customer. SOLUTION: (1) An enterprise registers existing data 122A and 122B in a customer data base 22 of a customer management system 30. (2) The management system 30 is requested to deliver information mails. (3) The management system 30 sends direct mails. (4) Customers make reservations/orders, Home- pages 70A and 70B provided by enterprises are previously linked to a web-page. When customers make reservations/orders, the reservations/orders and customer information are registered on the customer registration web-page 232 in the management system 30. This makes it possible to unitarily accumulate information on reservations/orders of customers and customer information in the database of the management system 30.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] The present invention relates to a customer information management system, a customer information management method, and a customer information management server.

[0002]

2. Description of the Related Art At present, in order to obtain customers to whom various kinds of information (exhibitions, seminars, newly published books, etc.) are sent, companies can use customer data in the company,
It is common to entrust a list company to send guidance to customer information held by an external company.

FIG. 15 shows a conventional customer management system.

[0006] Company A and company B have existing customer databases 10A and 10B, respectively. Company A
When the company B and the company B have the same customer 12, the information is sent (), and even if there is a response (), the content of the customer database 10A of the company A that has responded is updated (). However, the contents of the customer database 10B of the company B that has not responded are not updated.

[0005] As described above, the list used by the company A and the list used by the company B are treated as separate items even if the same customer information is included in the list owned by each company. Will be

[0006] Further, in the case of outsourcing the guide to the list company 11 (), the customer to whom the list is sent () by the list company performs some kind of action, because the outsourced company Against. For this reason, even if the customer gives the latest customer information to the company, the content is not usually fed back to the customer information of the list company from which the guidance was sent.

[0007] Further, even when the company A and the company B outsource to the same list company, and the same customer information is used as the destination of the guide, the respective companies use the same customer information as common information. Opportunities to recognize are scarce.

[0008]

In the conventional customer management system, maintenance of customer information held by each company is performed for each company, and thus the maintenance is not properly performed by the company itself or the customer. Then, there is a problem that the freshness of information is reduced.

[0009] Further, from the viewpoint of the customer, it takes time and effort to request a plurality of companies to update the customer information, and if the information request is not spared, the opportunity for acquiring necessary information is reduced. There's a problem.

[0010] Further, the characteristics of a customer are generally selected, collected, and evaluated by the logic of a company that collects customer information. For this reason, it is necessary to evaluate the characteristics of a customer with respect to the same customer, taking into account characteristic information (technical fields and purchased products) of the customer collected by other companies from other aspects. However, there is a problem that it is not easy to perform more appropriate customer-centered marketing by using customer characteristic information explicitly specified by the customer.

[0011] In addition, since the latest business information (including customer characteristic information) about the customers collected by each company is not fed back to the business directory, the business having the desired attribute is also selected. There is a problem that the extraction of the information from the list and sending the guidance is based on a limited range of customer characteristic information (approximate business type).

Further, from the viewpoint of the customer, the customer accesses all the companies necessary to obtain information (exhibitions, seminars, new books and products, etc.) that are suitable for his or her own characteristics. However, there is a problem that it is necessary to request a guide.

[0013] Further, when a customer makes a reservation or purchase procedure on the homepage of each company, it is necessary to input customer information for registration each time the company of the reservation or purchase destination changes. There is a problem.

The present invention has been made in view of the above problems, and it is possible for a company to reduce the burden of managing customer information and to obtain the latest customer information that enables more appropriate marketing. Provided is a customer information management system, a customer information management method, and a customer information management server that enable a customer to obtain necessary information while reducing the burden of registration and keeping confidentiality. The purpose is to do so.

[0015]

In order to solve the above problems, the present invention employs means for solving the problems having the following features.

According to the first aspect of the present invention, a client provided to a customer (for example, the customer client 20 in FIG. 1) and a customer information management server (for example, a customer in FIG. 1) for centrally managing customer information of the customer are provided. In a customer information management system having an information management server 21) and an information providing server provided by a company using the present system (for example, the company information providing server 18 in FIG. 1), the customer information management server It has a customer information database (for example, the customer information database 22 in FIG. 1) for storing information, and is provided from the homepage (for example, the homepage 70 in FIG. 11) provided by the information providing server provided by the company. (For example, the customer information registration web page 23 in FIG. 4) ₂ ) A link is provided, and the reservation / order / registration on the company homepage is performed on a web page provided by the customer information management server, and the reservation / order information or registration information by the customer is the customer information. It is stored in a database.

According to a second aspect of the present invention, in the customer information management system according to the first aspect, the customer information database includes company-specific customer information individually used by each company, a company and a customer management system. Is stored so that it can be shared with the shared customer information to be shared, and the customer information when the customer makes a reservation, order, or registers with an individual company,
The client information is treated as company-specific customer information, and when the customer approves to send various kinds of guidance using the customer information, the customer information of the customer is treated as shared customer information.

According to a third aspect of the present invention, in the customer information management system according to the first aspect, the customer information management server processes the customer information to obtain customer characteristic secondary information. Wherein the customer information management server stores customer characteristic secondary information obtained by processing the customer information by the customer information processing means in the customer information database.

According to a fourth aspect of the present invention, in the customer information management system according to the third aspect, the customer information management server is a customer who is authorized to send various kinds of guidance using customer information. An electronic direct mail is sent to the customer having predetermined customer information or customer characteristic secondary information designated by the company.

According to a fifth aspect of the present invention, in the customer information management system according to the fourth aspect, the customer information management server stores a customer characteristic correspondence content database (for example, the customer characteristic correspondence content database 26 in FIG. 1). Wherein the customer information management server selects content matching the characteristic information of the destination customer from the customer characteristic corresponding content database, edits the electronic direct mail using the content, and transmits the edited electronic direct mail. And

According to a sixth aspect of the present invention, in the customer information management system according to the fourth or fifth aspect, the customer information management server includes a customer characteristic category information database (for example, the customer characteristic category information database 25 in FIG. 1). The customer information management server refers to the customer characteristic category information database when the customer clicks on the information link included in the electronic direct mail received by the customer, and responds to the information link selected by the customer. It is characterized in that the customer characteristic secondary information of the customer who performs is obtained.

According to a seventh aspect of the present invention, in the customer information management system according to any one of the first to sixth aspects, the customer makes a reservation / order on a web page provided by the customer information management server. In the case, when the customer information of the customer is already stored in the customer information database of the customer information management server, the customer information management server reads the customer information stored in the customer information database. It is shown to the customer, and the customer changes the customer information if necessary at that time.

According to an eighth aspect of the present invention, in the customer information management system according to any one of the first to seventh aspects, the customer information management server distributes the customer information stored in the customer information database. It is distributed to companies that have the right to

The customer information management method according to the ninth to sixteenth aspects is a customer information management method used in the customer information management system according to the first to eighth aspects.

Further, the customer information management method according to claims 17 to 21 is a customer information management server used in the customer information management system according to claims 1 to 8.

[0026]

Next, embodiments of the present invention will be described with reference to the drawings. (Configuration of Customer Management System) FIG. 1 shows a configuration example of a customer management system 30 of the present invention.

This system has customer information data,
An information providing server 18 of a company that outsources management of customer information;
The company's corporate client 19, equipped with a browser,
Customer client 20 and client 1 provided for the customer
Customer information management server 21 that processes requests from 9 and 20
And a communication network 17 such as the Internet.

The company information providing server 18 provides a company homepage. The customer has a communication network 1
7, the information providing server 18 of the company can be directly accessed. As will be described later, when the company outsources the management of the customer information to the customer information management server 21, the company client 19 transmits the customer information owned by the company to the customer information management server 21.

Further, the customer information management server 21 includes a customer database 22, a web page on the customer information management server 21 (by a browser on the client,
Screen information for displaying and controlling on the client screen)
23, a reservation / order database 24, a customer characteristic category information database 25, a customer characteristic correspondence content database 26, and a server engine 27.

FIG. 2 shows a configuration example of the customer database 22.

The customer database 22 stores customer basic information 2
2 _1, customer characteristic information 22 _2, and a customer ID and password information 22 ₃ and the customer characteristic individual information 22 _4.

The customer characteristic information 22 _2, customer characteristic basic information _{22 21,} and a customer characteristic secondary information _{22 2 2.}

[0033] The customer basic information 22 ₁ is the information that is and can be shared, such as operating activities between companies, for example, was obtained from the customer, company name, affiliation, title, name, telephone number, FAX number, e-mail It is information equivalent to a business card such as an address and a homepage address.

[0034] The customer characteristic basic information 22 ₂₁ is the information that is sharable operating activities in such as between companies, for example, when carrying out the registration information on the reservation, order a customer has made, in the portal page of customer management system And information on the occupation, business type, occupation, role, etc., and questionnaire information indicating the customer's preference / interest, etc., which is explicitly designated by the customer to receive various kinds of guidance from the company or the like.

The customer characteristic secondary information 22 ₂₂ is information that can be shared during business activities between companies, for example, information on reservations / orders made by customers, customer characteristic individual information unique to each company, and the like. Based on the customer management system, generalization (mapping of corresponding categories) was performed, converted to information that could be shared between companies (technical fields, products, generations, etc.), and corresponded to individual customers This is customer characteristic information.

[0036] The customer ID and password information 22 _3, in order to identify the customer, which is information uniquely assigned to each customer.

[0037] The customer characteristic individual information 22 _4, with information specific to each company, and to other companies is the information of private, for example, when performing an act of the customer reservation, order, companies are collected separately This is questionnaire information such as the name of a company-specific product to which the customer is impressed, the age / generation, gender, and annual income of the customer.

The suffix A is information that can be shared and used with the consent of the customer.
Is information that cannot be shared without obtaining the customer's consent.

That is, the basic customer information 22 _1A , the basic customer characteristic information 22 _21A , and the secondary customer characteristic information 22 _22A are:
The customer basic information 22 _1B and the customer characteristic basic information 22 _21B are information shared by business activities between companies, and the customer characteristic secondary information 22 _22B is information owned by a specific company. Information that has not been done.

[0040] The customer characteristic individual information 22 _4, as well as the reservation-order information, with information specific to each company, is information that only each company has the ownership. Therefore, this information is information that cannot be shared.

The reservation / order information is the reservation / order data.
Reservation / order items 24 of the base 24 ₁Stored in
You.

FIG. 3 shows a configuration example of the customer characteristic category information database 25.

Customer characteristic category information database 25
Is the reservation / order item correspondence table 25 ₁, Customer characteristics individually
Information item correspondence table 25₂And destination information in information links
Report item correspondence table 25₃It is composed of

The reservation-order items corresponding table 25 _1, accumulated in the reservation-order database 24, correspondence between the customer characteristic categories that reflect on and each item of the reservation, order a customer has instructed customer characteristic secondary information 22 ₂₂ It is a table that decides.

Customer characteristic individual information item correspondence table 25 ₂
Is a table for determining a correspondence between each item and the customer characteristic categories that reflect the customer characteristic secondary information 22 ₂₂ customer characteristic individual information stored in the customer database 22.

The information link in the arrival destination information item corresponding table 25 _3, customer characteristics to reflect the arrival destination website address and customer characteristics secondary information 22 ₂₂ included in the information link that is stated on the electronic direct mail for customers This is a table that determines correspondence with categories.

The web page 23 is, as shown in FIG.
Reservation / order registration web page 23 ₁ for making a reservation or order on the web, customer information registration web page 23 ₂ for registering customer information on the web, registration contents for confirming registration of customer information on the web Confirmation web page 2
3 ₃ , various guidance (link), customer management system 3
0 is a portal page customer management system portal page 23 ₄ and entity has a corporate customer information registration web page 23 ₅ to register to the system on the web.

[0048] FIG. 5 shows an example of the configuration of the customer information registration web page 23 _2.

[0049] The customer information registration web page 23 _2, reservation-order registration item display area 50, a customer ID and a password input area 51, the customer basic information input area 52, various types of guidance delivery consent region 53, customer characteristics basic information input area 54 , A customer characteristic individual information input area 55 and a customer information registration instruction area 56.

Also, a reservation / order registration web page (not shown; sometimes composed of a plurality of screens) 23
Reference numeral ₁ has a reservation / order candidate display area, a reservation / order candidate selection instruction area, and a reservation / order registration instruction area. (Accumulation of Customer Information) The customer management system 30 obtains necessary information in the customer database 22 by the following three methods,
Customer information is stored in the customer database 22. (1) First Method Referring to FIG. 4, a first method for obtaining necessary information in the customer database 22 is to make a reservation / order provided by the customer management system 30 from a homepage 123 provided by a company / other. It is linked to the registration web page 23 _1, customer information registration web page 23 of the customer management system 30
₂ is a method of obtaining customer information.

The process includes the following “reservation / order registration process”, “customer information registration process”, and “customer characteristic secondary information creation process”. i. Reservation / Order Registration Process When a customer makes various reservations (exhibitions, new books, seminars, etc.) and orders (products, products, etc.) on the company / other website 123, the customer makes reservations / orders on the corresponding website. link to click the (text and buttons) 123 _1. The reservation / order button 123 ₁ is a reservation / order registration web page 2 provided by the customer management system 30.
It is linked to the 3 _1. As a result, on the company / other homepage 123, the linked customer management system 3
Book order registration web page 23 ₁ 0 is displayed.

[0052] in the reservation-order registration web page 23 _1,
Reservation / order item candidates are displayed side by side (not shown).

[0053] Here, the reservation-order registration web page 23 of the _links of the customer management system 30, the general URL
This is realized by using a general browser and the functions of the web customer information management server 21.

The customer has a reservation / order registration web page.
(May span multiple screens) 23 ₁In, reservation and order
Select an item. Also, all reservation and order items can be selected.
When you are done, make a reservation to instruct reservation / order registration.
・ Order registration web page 23 ₁Reservation / order indicated in
Click the registration link (text or button).

The reservation / order registration link is clicked.
Then, in the customer information management server 21, the reservation / order data
Reservation / order web page selected by customer on base 24
23 ₁Register the contents of the selection item of.

Here, the reservation / order information input by the customer is stored and handled in the customer management system 30 as information owned only by the company of the reservation / order destination (for example, the customer characteristic basic information _221B in FIG. 2). .) customer information management server 21, then edit that contains the selected item information of the reservation-order selected by the customer customer information registration web page 23 2 _(see FIG. 5), and displays it sent to the customer client 20 .

The customer has a customer information registration web page 2
At 3 _2, to confirm the contents of the selected item of the reservation-order himself has chosen.

If the selection contents of the reservation / order are insufficient,
The customer, click on the link (text or buttons 56 1 in FIG. ₅₎ to return to the customer information registration web page 23 reservation-order registration web page 23 ₁ that certain display of over _2.
Upon receiving the request, the customer information management server 21
The order database 24 is searched, and the reservation /
The selection information of the reservation-order registration web page 23 ₁ edit and create a containing order, to display and send it to the customer client 20. Thereafter, the customer performs the “i. Reservation / order registration step” again. ii. Customer information registration process the customer, was carried out at book-order registration web page 23 _1, customer information management server 21 that has received the instruction of the reservation-order registration, customer information, including the reservation-order items of content selected by the customer The registration web page 23 ₂ (see FIG. 5) is displayed on the client 20.

Thereafter, the customer performs the following work. ii-1: Registration process of basic customer information If the customer has obtained the customer ID and password information provided by the customer management system 30 in advance by any method (such as mailing from a company), the customer may register the information. relevant sections of the customer information registration web page 23 ₂ (5 in FIG. 5
1 _2, and input to the 51 _3), click on the registration link (text and buttons) 51 _1.

The customer information management server 2 receiving the registration instruction
1, searches for a matching customer information of the customer ID and password from the customer database 22, as long as the relevant information search, add and edit the information to the customer information registration web page 23 _2, this, the customer client 20 Send and display. FIG. 6 shows an example of the display screen.

The customer confirms the display contents of the customer basic information (name, address, e-mail address, etc.) and the customer characteristic basic information (information equivalent to a questionnaire such as a general business type, a field of interest, etc.) on the displayed screen. If there is a correction or addition, the relevant information is edited (input / correction / selection).

[0062] The customer, the customer information registration web page 23 ₂
After the confirmation of the display contents of the customer basic information and the customer characteristic basic information included in the above, the process proceeds to “ii-2: Acceptance process of various guidance distributions”.

If the customer has not obtained the customer ID and password in advance, the corresponding information is not input on the screen shown in FIG.
Customer basic information area 52 on the _2, the customer characteristic basic information area 54, each item containing the respective regions (name, address, e-mail address, etc.) individually performs input or selection.

[0064] The customer, customer information registration web page 23 ₂
If there is no problem with the display contents of the customer basic information and customer characteristic basic information entered in "ii-2: Acceptance process of various guide distribution"
Proceed to. ii-2: consent process customer of various guidance delivery, depending on the customer's characteristic information entered by the customer on the customer information registration web page 23 ₂ (customer characteristics basic information, customer characteristics secondary information 22 _22), Book A check box (e.g., FIG. 7) is used to check whether or not to send various information (information such as exhibition information, product information, seminar information, book information, etc.) from the ordering company or the portal provided by the customer management system 30. The instruction is given by the check box 53) in 6).

Even if the customer has already made this consent, this consent process is performed every time.

Here, the customer selects check box 5
3 is checked, and if it is desired to send various kinds of guidance, the customer information is shared as the information of the registration destination company and the information of the customer management system 30.

If the customer does not check the check box 53 and does not wish to send various kinds of guidance, the customer management system 30 accumulates the customer information as information owned only by the customer's reservation / order destination company. And handle. ii-3: the registration step customer customer characteristic individual information (information such as the product of interest only specific company needs) customer characteristic individual information in the customer information registration web page 23 ₂ shown in FIG. 6 Input area 55
And each item in this area (questionnaire item etc.)
Enter and select.

The customer characteristic individual information input area 55 is displayed in the customer information management server 21 of the customer management system 30 when a request for inputting a corresponding item is received in advance from a company that is a reservation / order destination. Web page 23
When you display to send ₂ to the customer client 20, carried out by incorporating the appropriate input area to the customer information registration web page 23 ₂ according to the information item, which has received a request from the company.

The customer enters the customer characteristic individual information input area 55
The information entered in (1) is handled only as information owned by the company that is the reservation / order destination. ii-4: customer information registration and confirm process customer, make sure that there is no problem booking-order information that is displayed on the registration confirmation web page 23 _3, customer basic information, customer characteristics basic information, the contents of the customer characteristic individual information If you, the customer information registration link (e.g., a text or a button 56 2 in FIG. ₆₎ click, instructs the registration of the information.

When the customer information management server 21 receives the customer information registration instruction, if the customer ID and the password have already been assigned, the customer information management server 21 obtains information obtained from the customer client 20 for the customer whose customer ID and password match. In addition to linking the reservation / order information with the customer ID, each customer information (customer basic information, customer characteristic basic information, customer characteristic individual information) in the customer database 22 is updated.

If the customer has not been assigned a customer ID and a password, first, the customer information having the same name and mail address included in the customer basic information obtained from the customer client 20 already exists in the customer database 22. And if the only information that matches is found,
Using information obtained from the customer client 20 side,
The order information is linked with the customer ID, and each customer information (customer basic information, customer characteristic basic information, customer characteristic individual information) having the customer ID is updated.

If the customer ID and the password have not been assigned yet, and the customer information having the same name and mail address included in the customer basic information obtained from the customer client 20 does not already exist in the customer database 22, the customer information management is performed. The server 21 newly issues a customer ID and a password which are not duplicated with existing ones, and
Update the reservation / order database 24 and newly register each customer information (customer basic information, basic customer characteristic information, individual customer characteristic information) in the customer database 22 in association with the information obtained from the 0 side.

After the registration / update of the customer database 22 is performed, the customer information management server 21
Based on D and password, reservation / order information, customer basic information, customer characteristic basic information, and customer characteristic individual information obtained from the customer are reserved / order database 24, customer database 2
Obtained from 2, registration content confirmation web page 23 ₃ edit and create a shown in Figure 8, and sends it to the customer client 20, and the display.

The customer is displayed on the customer client 20.
Registered content confirmation web page 23₃Unsuitable for information
Confirmation link (text or button) unless otherwise noted
56 ₂Click and receive the customer information management server
21 determines all of the above registrations.

Then, the process proceeds to “iii. Step of creating customer characteristic secondary information”. iii. As shown in creation process Figure 7 customer characteristic secondary information, the customer information management server 21 of the customer management system 30, the customer has made a registration, by the following process, to create the customer characteristic secondary information 22 _22.

Based on each item of reservation / order information received from the customer, the customer characteristic secondary information 22 of the corresponding customer
₂₂ is searched from the customer characteristic category information database 25, and if the corresponding customer characteristic category information already exists, the customer characteristic category information of the customer is used by using the corresponding customer characteristic category information. Secondary information 2
As ₂₂₂ , it is added or updated.

Based on each item of the customer characteristic individual information received from the customer, the customer characteristic secondary information 2 of the corresponding customer
₂₂ is searched from the customer characteristic category information database 25, and if the corresponding information exists, the customer characteristic category information database 2
5 using the customer characteristic category information associated, as a customer characteristic secondary information 22 ₂₂ of the customer to add or update.

In the above-mentioned search of the customer characteristic category information database 25, if there is no corresponding customer characteristic category information, the operator of the customer management system 30 is notified of the reservation / order information in accordance with each case. each item or, if the response queries about correspondence between each item and the customer characteristic category of customer characteristic secondary information 22 ₂₂ customer characteristic individual information is obtained, and updates according to the response contents customer characteristic category information database 25 with the characteristic category information of the customer in the customer characteristic secondary information 22 _22, as the customer characteristic secondary information 22 ₂₂ Our customer adds or updates.

In addition, when the customer clicks an information link of interest in the information link described in the electronic direct mail sent to the customer by the customer management system 30, the operation is performed by the customer management system 30.
Tracking by the customer information management server 21 of
Correspondence between the corresponding information link item and each category of the customer characteristic reflected in the customer characteristic secondary information 22 ₂₂ is searched in the customer characteristic category information database 25, and if the corresponding category exists, the customer characteristic secondary information 22 of the customer ₂₂ to add or update.

Here, the tracking is performed by the customer management system 30 with respect to the information link described in the electronic direct mail delivered to the customer, by changing the configuration of the information link to the destination information of the customer management system 30, This is realized by using ID information and information (URL information) including destination information (URL) of the original destination.

The customer has an information link on the e-mail
Click (URL) to start the customer management system.
The customer information management server 21 of the system 30 receives the request and
In the information management server 21, the information link (URL)
Retrieve customer ID information and reach destination in URL
Customer characteristic category information corresponding to the destination information of the customer
Search in the category information database 25 and find the relevant category
Exists, the customer ID is displayed on the customer database 22.
For the matching customer, customer characteristic secondary information 22_{2 2}Add
Update on the client client 20
Displays the destination web page. (2) Second Method Explained with reference to FIG. 4, the customer management system 30 provides
Portal page 23₄Customer management linked from
Customer information registration web page 23 of system 30 ₂Advisor
This is a way to get customer information.

The first method comprises "ii. Customer information registration step". ii. The customer information registration process the customer, various types of guidance information required by the customer, such as order to receive the (exhibition guide and product guide, Seminar, information such as books guide), at the portal page 23 ₄ customer management system 30 is provided, Register customer information. ii-1: Customer basic information registration process Customer information registration web page 23 shown in FIG.
In _2, the customer is, if you do not get the customer ID and password that the customer management system 30 is provided in advance, the input to the customer ID and password input area 51 is not performed, the customer information registration web page 23 ₂ above In the customer basic information input area 52 and the customer characteristic basic information input area 54, each item (company name, name, address, etc.) included in each area is individually input or selected.

[0083] The customer, customer information registration web page 23 ₂
If there is no problem in the display contents of the customer basic information and customer characteristic basic information entered in "ii-2: Customer information registration / confirmation process"
Proceed to.

[0084] The customer is, if you get the customer ID and password that the customer management system 30 is provided in advance, and input the information to the customer information registration web page 23 ₂ of the customer ID and password input area 51 , click on the registration link (text and buttons) 56 _2.

Customer information management server 2 receiving registration instruction
1 is basic customer information whose customer ID and password match,
The customer characteristic basic information is searched from the customer database 22,
As long as the relevant information search, add and edit the information to the customer information registration web page 23 _2, This was sent to the customer client 20, to display _the customer information registration web page 23 2 of FIG. 6.

[0086] The customer, customer information registration web page 23 ₂
Check the display contents of the customer basic information and customer characteristic basic information included in, and edit (input / correct / select) the relevant information if there is any correction or addition.

[0087] The customer, customer information registration web page 23 ₂
When the display contents of the customer basic information and the customer characteristic basic information included in the above are confirmed, the process proceeds to “ii-2: customer information registration / confirmation step”. ii-2: the customer information registration and confirm process customer, if the customer basic information that is displayed on the customer information registration web page 23 _2, that there is no problem with the content of customer characteristics basic information was confirmed, the customer information registration link ( click the text and buttons 56 ₂₎ in FIG. 6, and instructs the registration of the information.

If the customer information management server 21 receives the customer information registration instruction, if the customer has already been assigned a customer ID and a password, the customer information management server 21 obtains information obtained from the customer client 20 for the customer whose customer ID and password match. The customer information (customer basic information, customer characteristic basic information) in the customer database 22 is updated using the above.

If the customer has not been assigned a customer ID and a password, firstly, customer information whose name and mail address match in the customer basic information obtained from the customer client 20 already exists in the customer database 22. Inspection is performed to determine whether or not only the matching information can be retrieved. Using the information obtained from the customer client 20, the customer information (customer basic information and customer characteristic basic information) having the customer ID is updated. .

If the customer ID and the password have not been assigned and the customer information whose name and e-mail address are identical to the name included in the customer basic information obtained from the customer client 20 does not already exist in the customer database 22, the customer information management is performed. The server 21 newly issues a customer ID and a password which are not duplicated with existing ones, and
Using the information obtained from the 0 side, new registration of each customer information (customer basic information, customer characteristic basic information) in the customer database 22 is performed.

After the registration / update of the customer database 22 is performed, the customer information management server 21
Customer basic information obtained from the customer based on D and password,
To obtain a customer characteristic basic information from the customer database 22, registration content confirmation web page 23 ₃ edit and create a shown in Figure 8, and sends it to the customer client 20, and the display.

The customer is displayed on the customer client 20.
Registered content confirmation web page 23₃Unsuitable for information
Confirmation link (text or button) unless otherwise noted
56 ₂Click and receive the customer information management server
21 determines all of the above registrations.

The customer information registered here is stored as customer information that can be shared and used for guidance distribution and the like owned by the customer management system 30. (3) will be described with reference to the third method Figure 4, in a manner which can via the customer information registration web page 23 ₂ to provide existing customer information held by companies (company proprietary data 122) customer management system 30 is there.

[0094] The first method comprises "ii. Customer information registration step". ii. Customer Information Registration Step In FIG. 4, the company has a customer information registration web page for the company in the customer management system 30 for the purpose of electronic direct mail distribution to the customer with respect to the customer information (company-owned customer data 122) owned by the company. 23 ₅ by operating the registers the customer information to the customer management system 30.

The customer information management server 21 that has received the customer information registration request, if the customer has already been assigned a customer ID and password, retrieves the information obtained from the company client 19 for the customer whose customer ID and password match. In addition to the original information of the corresponding customer information (customer basic information 22 _1A , customer characteristic basic information 22 _21A , customer characteristic individual information 22 _22A ) in the customer database 22, the information shown in FIG. As shown in ( ₁₎ , customer basic information 22 _1B , customer characteristic basic information 22 _21B , and customer characteristic individual information 22 _22B are accumulated.

Here, the purpose of storing the information as information separate from the original is to take the idea of giving priority to the update information given by the customer.
In addition, if there is already customer information of the same customer, the customer information obtained from the company is used as it is, and the customer database 22 is not updated, thereby protecting the customer's profit.

[0097] The customer information accumulated as information individually owned by the company is individually stored in the customer management system 3 by the company.
0 is used only as information for performing some kind of guidance, and in the processing of reservation / order to the relevant company, the customer is given an opportunity to update the relevant information, so that the customer information can be refreshed. .

If the customer has not been assigned a customer ID and a password, firstly, customer information having the same name and mail address included in the customer basic information obtained from the company client 19 already exists in the customer database 22. Is checked, and if the only matching information can be searched, the corresponding customer information (customer basic information,
Apart from the original information of customer characteristic basic information and customer characteristic individual information), customer basic information, customer characteristic basic information, and customer characteristic individual information are stored as information individually owned by the company.

If the customer ID and the password have not been assigned yet, and the customer information whose name and e-mail address match in the customer basic information obtained from the company client 19 does not already exist in the customer database 22, the customer information management is performed. The server 21 newly issues a customer ID and a password which are not duplicated with existing ones, and
Using the information obtained from the 9 side, each customer information (customer basic information, customer characteristic basic information, customer characteristic individual information) of the customer database 22 is newly registered.

Further, as shown in FIG. 9, the fact that the customer information is also possessed by the company that inputs the customer information is recorded together with the company name.

The flow of sharing customer information will be described with reference to FIG.

FIG. 9A shows the customer and the customer information possession range. 60 is customer information owned by the company A, and 61 is
Customer information owned by the company B, and 62 is customer information owned by the customer information system.

Case (1) (from I to II) In the state where the customer has individually made a reservation / order with the company B (I), when the customer makes a reservation / order, the customer receives various kinds of information from the customer management system. If the guide distribution is accepted, the state of the shared information between the company B and the customer management system becomes (II).

Case (2) (III to IV) In the state (III) of the customer information shared by the company A and the customer management system, the customer makes a reservation / order to the company B, and the customer Is continued, the state (IV) of the shared information including the company B is obtained.

FIG. 9B shows the contents of the database in the customer management system.

The flag 65 is set when the customer has accepted distribution of various guidance from the customer management system.

The customers C and F without the flag 65 are set
This information is owned only by a specific company.

Reference numeral 66 denotes a pointer indicating a relationship with the customer.
Reference numeral 67 denotes a pointer indicating a relationship with a company.

As a result, customers A, B, and C make reservations and orders for company A, customers F and G make reservations and orders for company B, and D and E In addition, it is understood that the reservation and the order are made to the company B.

The customers D and E make reservations and orders for the companies A and B, so that the customers D and E become customer information that can be shared by the respective companies.

When customer D who has become a customer of company A modifies customer information of D in the reservation / order of company B,
A company and B company can share the contents of the correction. (Provision of Service) FIG. 10 shows an example of distribution of electronic direct mail.

In advance, upon receiving the provision of the content from the content provider, the customer-facing content database 26 is generated.

Next, a distribution commission from a company is received ().

Searching the customer database 22 for a customer having customer characteristics that match the attribute of the distribution commission from the company ().

Searching the content corresponding to the customer characteristic of the searched customer from the content database 26 corresponding to the customer ().

Edit to an electronic direct mail using the searched search contents ().

Distribute the electronic direct mail to the target customer ().

The customer moves from the information link to the company homepage ().

As described above, the customer management system uses the customer database stored by the above-mentioned method (storage of customer information) to provide the following service for supporting direct marketing of a company. The customer management system provides basic information of each customer characteristic in the customer database 22 and secondary information of the customer characteristic in the customer database 22 for the customers belonging to the customer characteristics desired by the company and for which the customer information can be shared by the customer management system. Based on the contents, a target customer is selected, and an electronic direct mail is delivered to the customer periodically (equivalent to an e-mail magazine) or upon receiving a request from a company.

[0120] Electronic direct mail includes various information of each company (exhibition information, product / product information, new book information,
Seminar information, event information, etc.), but the customer selects the link (URL) of interest on the direct mail to refer to the homepage of the company that provides the information. can do.

When the company distributes the electronic direct mail for the sales of the company alone, the third method is to register the customer information that the company already has in the customer management system in advance. Electronic direct mail can be delivered to customers. If the customer has already made a reservation or order for the company on the customer management system, and the company has been able to use the customer information, the customer is It can be delivered to e-mail.

When delivering an electronic direct mail to a customer, the customer management system generates mail content suitable for the customer based on the customer characteristic basic information and the customer characteristic secondary information. A search is performed using a content database corresponding to customer characteristics, and an electronic direct mail is edited and created based on the extracted content.

Here, the above-mentioned contents are obtained in advance from an information provider (such as a company that wants to provide guidance), and are taken into a contents database corresponding to the customer characteristics of the customer management system. Those that have undergone a process of defining in advance whether they correspond to the characteristics are used.

When the customer visits the portal page of the customer management system, enters the issued customer ID and password, and logs in,
Based on the content of the customer characteristic basic information and the secondary information of the customer characteristic, the content of the web page suitable for the customer is searched and extracted using the content database corresponding to the customer characteristic, and the web page is extracted using the content. Edit and create, send and display to client. (Delivery) In order for each company to utilize the customer database accumulated in the above (accumulation of customer information) as sales information, the customer management system sends the customer management system to the company that meets the delivery conditions at an arbitrary frequency. Perform delivery.

Here, the companies that meet the delivery conditions are:
It is as follows.

For a company in which existing customer information is registered in the customer management system, all of the relevant customer information is subject to delivery.

Note that the customer management system does not treat the customer information registered by the company as shared information of the customer management system until the customer obtains consent for the guide distribution based on the customer information.

The customer information of a customer who has made a reservation / order to a company is to be delivered to the company that made the reservation / order, including customer characteristic individual information about the company. . Regarding the customer information of the customer who made the reservation / order, for the company that originally owned the customer information, the customer information excluding the customer characteristic individual information part independently collected by other companies is subject to delivery. .

For the first time, the customer information of the customer registered in the portal of the customer management system is not targeted for delivery to the company until the customer makes a reservation / order to a specific company. Further, when a customer makes a reservation / order with a specific company, only that specific company is a target for delivery of customer information.

[0130] In addition, a report in which statistical information is arranged for a portion of the customer database other than the individual customer characteristic information can be included as delivery information within a range that meets the above-described delivery conditions. In addition, if the statistical information is edited into information that maintains anonymity, the above-described delivery conditions can be treated as exempt in particular. (Example of unified management of customer information) Next, an example of unified management of customer information will be described with reference to FIG.

[0131] Each company uses the existing data 122A and 12A.
2B is registered in the customer database 22 of the customer management system 30.

The company requests the customer management system 30 to distribute a guide mail as needed.

The customer management system 30 generates an electronic direct mail adapted to the contents of the request, and obtains the consent of sending various kinds of guidance, and sets an attribute (customer characteristic) for which the company wants to send the guidance. A search is made from the customer database 22 in the customer management system 30 to the customer having the customer, and an electronic direct mail is sent to the customer.

The customer views the electronic direct mail, makes a reservation / order, or goes to another linked web page.

The homepage provided by the company (70A, 7
0B), the web page of the customer management system 30
Link to the page so that customers can make reservations / orders (or
When performing Kate's answer), the customer management system 30
Customer Registration Web Page 23 ₂, Reservations and orders and customers
Register information. This allows customers to book and order
And customer information (customer characteristic information indicating customer preferences and interests)
Is included in the database of the customer management system 30
Accumulation can be performed automatically.

The customer management system 30 delivers the customer information in the customer database 22 to a company that meets the delivery conditions as necessary. (Usage Example of Customer Management System) FIG. 12 shows a usage example (1) of the customer management system.

The company A registers existing customer information including the customer 1 in the customer management system.

The customer management system stores customer information including the customer 1 as information on the company A.

The company A requests the customer management system to send out a guide mail.

The customer management system sends a direct mail to the customer 1.

The customer 1 accesses the homepage based on the direct mail of the company A and performs a reservation / order procedure. At this time, the customer 1 inputs or updates customer information and customer characteristic information. Further, at this time, the information distribution of the portal is accepted.

The customer management system handles the information of the customer 1 as information shared by the company A and the customer management system.

The company B requests the customer management system to distribute a direct mail corresponding to a customer having a specific customer characteristic.

The customer management system distributes direct mail to customers who meet the conditions of company B. At this time, customer 1 corresponds.

The customer 1 accesses the homepage based on the direct mail of the company B and performs a reservation / order procedure. At this time, the customer 1 inputs or updates customer information and customer characteristic information as needed.

The information of the customer 1 is shared information of the company A, the company B, and the customer management system.

FIG. 13 shows an example of use of the customer management system (No. 2).

The customer 1 accesses the porter page of the customer management system and registers for guide information distribution.

The customer management system stores information of the customer 1 as information owned by the customer management system.

The company X requests the customer management system to distribute a direct mail corresponding to a customer having a specific customer characteristic.

The customer management system distributes a direct mail to a customer who meets the conditions of company X. At this time, customer 1 corresponds.

The customer 1 accesses the homepage based on the direct mail of the company X and performs a reservation / order procedure. At this time, the customer 1 inputs or updates customer information and customer characteristic information as needed.

The information of the customer 1 is shared information of the company X and the customer management system. (Sequence Between Company / Customer Information Management Server / Customer) An example of a sequence between the company / customer information management server / customer after delivery of direct mail to registered customers will be described with reference to FIG. .

The customer information management server distributes a direct mail to the registered customer based on the instruction of the company (S10).

Here, a configuration example and a specific example of the “information link” sent by electronic direct mail will be described.

The structure is: http: // www (URL of customer information management server) / (name of program started on customer information management server)? (Parameter value for program execution)
It has become.

A specific example will be described. For example, http
p: // www. ABC. ne. jp / (cgi-ABC?
CN = www. ntts. co. jp & UID = tar
o Here, “www.ABC.ne.jp” indicates the URL of the customer information management server, and “cgi-ABC” is
Indicates a program name, "?" Is a delimiter between the program name and the parameter name, "CN" is a parameter name indicating the URL of the company information providing server,
“Www.ntts.co.jp” is the URL of the company information providing server, “&” is a parameter delimiter, “UID” is a parameter name indicating a user ID, “Taro” is a user ID.

Returning to FIG. 14, the customer specifies one of the information links in the received electronic direct mail,
Display the linked content (contents) on the browser. Since the URL of the customer client is specified in the URL of the information link as described above, the client management server is accessed (S11).

The customer information management server receives the access from the customer via the information link, and the program executes, for example,
The UID of the accessing customer is stored, and a link is established between the designated company homepage (information providing server) and the customer (S12, S13).

When the link is established, the information provided by the company is displayed on the browser of the accessing customer (S14).

The page displays a product catalog,
If the page is for sale (order screen), the customer selects a product and places an order according to the homepage screen (S15).

Then, the order processing screen is activated, and the order screen is displayed on the client client (S16, S16).
17).

The company can receive a reservation / order on this screen. In another example, when a customer browsing the company homepage selects a product on the homepage, the company homepage takes over the information to the customer management server, and the information is sent from the customer management server to the customer client browser screen. To be displayed. That is, the order reception screen of the customer management server is displayed on the browser of the customer client.

The customer confirms the orderer and specifies the delivery destination on the order processing screen and confirms the order (S1).
8).

The customer information management server updates the customer information based on the processing of the received order and the details of the order (S19, S20).

[0166]

According to the present invention as described above, the following various effects can be obtained.

For the same customer information, information indicating customer characteristics obtained from each customer's preference and interest and action history is made available to a plurality of companies, and the information is continuously grasped. Can send various kinds of guidance to individual customers (direct marketing) to narrow down the target customers according to the characteristics of the customers, thereby improving the service to the customers and retaining the customers. And sales activities can be expected.

[0168] Increasing opportunities for updating customer information,
Correction of customer information, such as a failure to reach a mail destination, can be shared by each company as appropriate, thereby increasing the maintenance efficiency of customer information.

The customer deposits customer information in one place, and based on personal characteristic information, various types of information from a plurality of companies (exhibitions, seminars, book information, etc.).
Can receive.

[0170] Customer information (information indicating the field of interest of the customer and the characteristics of the customer expressed from the behavior history of the customer in addition to the information equivalent to a business card) is centrally managed and made available to a plurality of companies. This allows direct marketing to reflect the changing customer information every day.

By storing information corresponding to a customer's business card in one place (customer management system) and making it available to a plurality of companies, the distribution of customer information is prevented, and the customer makes reservations for each company. By giving the customer the opportunity to update the customer information by himself / herself every time an order is placed, it is possible to increase the opportunity for maintenance of the customer information and increase the freshness of the customer information.

[Brief description of the drawings]

FIG. 1 is a diagram for explaining a configuration example of a customer information management system of the present invention.

FIG. 2 is a diagram illustrating a configuration example of a customer database.

FIG. 3 shows a configuration example of a customer characteristic category information database.

FIG. 4 is a diagram for explaining the position of a customer management system.

FIG. 5 is a diagram for explaining a customer information registration web page.

FIG. 6 is a diagram for explaining a customer information registration web page (customer basic information has been input).

FIG. 7 is a diagram illustrating a configuration example of a customer characteristic category information database.

FIG. 8 is a diagram for explaining a customer information registration web page (customer characteristic input completed).

FIG. 9 is a diagram illustrating a flow of sharing customer information.

FIG. 10 is a diagram for explaining distribution of electronic direct mail.

FIG. 11 is a diagram for explaining unified management of customer information.

FIG. 12 is a diagram illustrating an example of use of a customer management system (part 1).

FIG. 13 is a diagram illustrating an example of use of a customer management system (part 2).

FIG. 14 is a diagram for explaining a sequence between a company, a customer information management server, and a customer.

FIG. 15 is a diagram for explaining a conventional customer management method.

[Explanation of symbols]

10 Existing customer data in a company 11 Existing customer data in a directory company 12 Customers 18 Company information providing server 19 Company client 20 Customer client 21 Customer information management server 22 Customer database 22 ₁ Customer basic information 22 ₂ Customer characteristic information 22 ₂₁ Customer characteristic basics Information 22 ₂₂ Customer characteristic secondary information 22 ₃ Customer ID / password information 22 ₄ Customer characteristic individual information 23 Web page 23 ₁ Reservation / order web page 23 ₂ Customer information registration web page 23 ₃ Registration content confirmation web page 23 ₄ Customer management system Portal Page 23 ₅ Customer Information Registration Web Page 24 Reservation / Order Database 24 ₁ Reservation / Order Items 25 Customer Characteristics Category Information Database 25 ₁ Reservation / Order Item Correspondence Table 25 ₂ Customer Characteristics Individual Information Item Pair Response table 25 ₃ Destination information item correspondence table in information link 26 Customer characteristic correspondence content database 27 Server engine 30 Customer management system 50 Reservation / order registration item display area 51 Customer ID and password input area 52 Customer basic information input area 53 Various guidance Distribution acceptance area 54 Customer characteristic basic information input area 55 Customer characteristic individual information input area 56 Customer information registration instruction area 60 Existing customer information owned by company A 61 Existing customer information owned by company B 62 Existing customer information owned by customer management system 65 Flag 66 Pointer indicating the relationship with the customer 67 Pointer indicating the relationship with the company 122 Company-owned customer data 123 Company homepage 124 Company-owned reservation / order data

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) G06F 17/60 326 G06F 17/60 326 (72) Inventor Sakuya Yamada 223 Yamashita-cho, Naka-ku, Yokohama-shi, Kanagawa Prefecture No. 1 F-term in NTT Software Corporation (reference) 5B049 AA05 BB07 BB11 CC02 CC05 CC06 CC08 DD01 DD05 EE05 FF03 FF04 FF09 GG04 GG07

Claims (21)

[Claims] 1. A customer information management system comprising: a client provided to a customer; a customer information management server for centrally managing customer information of the customer; and an information providing server provided by a company using the system. The information management server has a customer information database that stores the customer information. A link is provided from a homepage provided by the information providing server provided by the company to a web page provided by the customer information management server. The reservation / order or registration on the homepage is performed on a web page provided by the customer information management server, and the reservation / order information or registration information by the customer is stored in the customer information database. Customer information management system. 2. The customer information management system according to claim 1, wherein the customer information database contains company-specific customer information used individually by each company, and shared customer information shared by the company and the customer management system. Is stored so that it can be identified, and the customer information when the customer makes a reservation, order, or registration for an individual company is treated as company-specific customer information, and the customer sends various guidance using the customer information. A customer information management system, wherein when the customer is approved, the customer information of the customer is treated as shared customer information. 3. The customer information management system according to claim 1, wherein the customer information management server processes the customer information,
Customer information processing means for obtaining customer characteristic secondary information; the customer information management server stores customer characteristic secondary information obtained by processing the customer information by the customer information processing means in the customer information database; A customer information management system. 4. The customer information management system according to claim 3, wherein the customer information management server is a customer who is authorized to send various kinds of guidance using the customer information, and the predetermined information designated by the company is provided. A customer information management system, wherein an electronic direct mail is sent to the customer having customer information or customer characteristic secondary information. 5. The customer information management system according to claim 4, wherein the customer information management server has a content database corresponding to customer characteristics, and the customer information management server stores contents matching the characteristic information of the destination customer. A customer information management system that selects from the customer characteristic correspondence content database, edits and sends an electronic direct mail using the content. 6. The customer information management system according to claim 4, wherein the customer information management server has a customer characteristic category information database, and wherein the customer information management server includes an electronic direct mail received by the customer. A customer information management system characterized in that when an included information link is clicked, the customer characteristic category information database is referred to, and the customer characteristic secondary information of the customer corresponding to the information link selected by the customer is obtained. 7. The customer information management system according to claim 1, wherein the customer makes a reservation / order on a web page provided by the customer information management server, and If the customer information has already been stored in the customer information database of the customer information management server, the customer information management server indicates the customer information stored in the customer information database to the customer, and the customer A customer information management system wherein the customer information is changed if necessary at the time. 8. The customer information management system according to claim 1, wherein the customer information management server is provided to a company having a right to distribute customer information stored in the customer information database. Customer information management system characterized by being distributed. 9. A customer information management system comprising a client provided to a customer, a customer information management server for centrally managing customer information of the customer, and an information providing server provided by a company entrusted with management of customer information. An information management method, wherein the customer information management server is provided with a customer information database that stores the customer information, and a home page provided by the information providing server provided by the company is a web page provided by the customer information management server. The reservation / order or registration on the home page of the company is performed on a web page provided by the customer information management server, and the reservation / order information on the web page provided by the customer information management server is provided. Alternatively, the registration information is stored in the customer information database. Customer information management method. 10. The customer information management method according to claim 9, wherein the customer information database contains company-specific customer information used individually by each company and shared customer information shared by the company and the customer management system. And store the information so that the customer can make a reservation, order or register with the individual company as customer information by company, and the customer sends various guidance using the customer information. Wherein the customer information of the customer is treated as shared customer information when the customer information is approved. 11. The customer information management method according to claim 9, wherein the customer information management server processes the customer information and stores the customer characteristic secondary information obtained by the processing in the customer information database. A customer information management method. 12. The customer information management method according to claim 11, wherein the customer information management server is a customer who has been authorized to send various kinds of guidance using the customer information, A customer information management method, wherein an electronic direct mail is sent to the customer having the customer information or the customer characteristic secondary information. 13. The customer information management method according to claim 12, wherein the customer information management server is provided with a customer characteristic correspondence content database, and the customer information management server stores a content matching the characteristic information of the destination customer. A customer information management method comprising selecting from a content database corresponding to customer characteristics, editing and sending an electronic direct mail using the content. 14. The customer information management method according to claim 12, wherein the customer information management server has a customer characteristic category information database, and the customer information management server is included in an electronic direct mail received by the customer. Customer information management method, wherein, when an information link to be clicked is clicked, the customer characteristic category information database is referenced to obtain customer characteristic secondary information of the customer corresponding to the information link selected by the customer. 15. The customer information management method according to claim 9, wherein the customer makes a reservation / order on a web page provided by the customer information management server, and If the customer information has already been stored in the customer information database of the customer information management server, the customer information management server indicates the customer information stored in the customer information database to the customer, and the customer A customer information management method characterized by changing customer information if necessary at the time. 16. The customer information management method according to claim 9, wherein the customer information management server is provided to a company having a right to distribute customer information stored in the customer information database. Customer information management method characterized by distributing the information. 17. A customer information management server for centrally managing customer information in a plurality of companies, comprising a customer information database for storing customer information, and a reservation / order receiving registration / order or registration for the plurality of companies. An order or registration web page is provided. A link is provided to the reservation / order or registration web page from a homepage provided by an information providing server provided by the plurality of companies, and a reservation / order is provided on a homepage of the plurality of companies. Alternatively, the registration is performed on the reservation / order or registration web page, and the reservation / order information or registration information on the reservation / order or registration web page is stored in the customer information database. server. 18. The customer information management server according to claim 17, wherein the customer information database stores company-specific customer information used individually by each company and shared customer information shared by the company and the customer management system. It is stored so that it can be identified, and customer information when a customer makes a reservation, order, or registration for an individual company is treated as company-specific customer information, and the customer sends various guidance using the customer information. A customer information management server that, when approved, handles customer information of the customer as shared customer information. 19. The customer information management server according to claim 17, wherein the customer information management server processes the customer information,
Customer information processing means for obtaining customer characteristic secondary information; the customer information management server stores customer characteristic secondary information obtained by processing the customer information by the customer information processing means in the customer information database; A customer information management server. 20. The customer information management server according to claim 19, wherein the customer information management server is a customer who is authorized to send various kinds of guidance using the customer information, and the predetermined information designated by the company is provided. A customer information management server for sending an electronic direct mail to said customer having customer information or customer characteristic secondary information. 21. The customer information management server according to claim 20, wherein the customer information management server has a content database corresponding to customer characteristics, and the customer information management server stores contents matching the characteristic information of the destination customer. A customer information management server which selects from a customer characteristic correspondence content database, edits and sends an electronic direct mail using the content.