JP2002197259A - Customer management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To analyze customers according to their contributions to a shop, and to make the customer management analysis more practical. SOLUTION: A store controller 20 has a merchandise file, and transmits appropriate merchandise data, such as product name, unit and cost prices, and classification code, to each POS terminal every registration of products at POS terminals 10-1, 10-2, 10-3,.... In addition, the store controller 20 receives sales data and customer records, especially customer code, coming-to-the-store day, purchase amount and gross margin amount, from each POS terminal every price reimbursement, and then totals and updates a customer file. A main server 30 communicates with the store controller 20 via a network 40, and transmits merchandise data and their changes to each of the store controllers 20 at a plurality of shops. Furthermore, the main server 30 receives each sales data stored in the store controllers 20, and totally manages the data at the main office.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer management system that stores and manages customer information in a retail store or the like and can be used to increase the sales of the store.

[0002]

2. Description of the Related Art As a specific method of conventional customer management, for example, an ID, a name, an address, and a total purchase amount of each customer are stored, and a customer having a large total purchase amount is extracted and a list thereof is obtained. In some cases, sales promotion can be effectively carried out by sending information about new products and special sales information to these customers by direct mail from workers.
In addition, there is a type in which three types of data, that is, the degree of purchase, the frequency of purchase, and the total purchase price, which are recently purchased, are managed for each customer, the customer is analyzed, and the data can be used for sales promotion.

[0003] Further, Japanese Patent No. 3116784 (Japanese Patent Application No. 7-254299) discloses that the purchase price of a purchased product is cumulatively stored for each customer, and a predetermined percentage of the total purchase price is converted into a rebate amount. A sales registration device that can store the rebate amount and use the rebate amount for a later purchase price has been proposed. By performing customer service in this way, it is possible to increase the number of fixed customers and promote sales. As described above, all are based on the idea that a customer with a large purchase price is a good customer for a store.

[0004]

[0005] However, some customers only buy special merchandise, and even if the customers who do not contribute much to such a store have a large purchase price, they will be good customers. There is a problem that it is determined that The present invention has been made in view of such circumstances, and a customer management system that can analyze customers according to the degree of contribution to a store and can make customer management analysis more effective. The purpose is to provide.

[0005]

According to a first aspect of the present invention, there is provided a customer management system for managing and analyzing customer information for a store, wherein at least customer identification information and It is characterized by comprising customer information storage means for storing cumulative gross profit information, updating means for updating the cumulative gross profit information, and selection means for selecting a customer based on the cumulative gross profit information. According to the first aspect of the present invention, it is possible to analyze customers according to the degree of contribution to the store, and to make the customer management analysis more effective.

[0006] The invention described in claim 2 is the invention according to claim 1.
In the customer management system of the above, the customer information storage means also stores the proximity information and the usage frequency information using the store, and the updating means also updates the proximity information and the usage frequency information. And customer analysis based on gross profit information. According to the second aspect of the present invention, by managing the information on the degree of closeness and the frequency of use, it is possible to extract customers according to the degree of expectation of visiting the store and according to the degree of contribution. Sales promotion can be performed efficiently, and profits can be expected to increase.

[0007] The invention according to claim 3 provides the invention according to claim 1.
Or in the customer management system described in any of 2 above,
Checkout means for registering products and adjusting the price, customer identification means, cost storage means for storing cost information of each product, and gross profit or privilege data for customers based on the selling price and cost information of the product And a calculating means for calculating According to the invention described in claim 3,
With checkout means and cost information for each product,
Customer gross margin data can be easily obtained.

[0008] The invention described in claim 4 is the first invention.
In the customer management system according to any one of (1) to (3),
It is characterized in that the customer's mail address is stored in the customer information storage means, and an electronic direct mail is transmitted to the customer selected by the selection means. According to the fourth aspect of the present invention, the mail address of the customer is stored, and the electronic direct mail is transmitted to the selected customer. Small and efficient sales promotions can be made.

According to a fifth aspect of the present invention, in a customer management system for managing customer information for a store, customer identification information and cumulative gross margin information or gross margin for each customer are stored in customer information storage means. The present invention is characterized in that the accumulated privilege data according to the information is stored so that a privilege according to a gross profit amount can be given to a customer. According to the fifth aspect of the present invention, a privilege according to the gross profit amount can be provided to the customer, so that a privilege according to the degree of contribution to the store can be provided to the customer. For this reason, it is possible to increase the proportion of customers who have a high contribution to the store, and to carry out more customer services than before, thereby further increasing the sales promotion effect.

The invention described in claim 6 is the same as the invention in claim 5
In the customer management system described in the above, a checkout means for registering the goods and adjusting the price, a customer specifying means, a cost storage means for storing cost information of each product, and a customer based on the selling price and the cost information of the product. Calculating means for calculating the gross profit amount or privilege data. According to the invention as set forth in claim 6, since there are provided checkout means and means for storing cost information of each product,
The privilege data to be given to the customer can be easily obtained.

[0011] The invention described in claim 7 is the same as the invention described in claim 5.
In the customer management system, a virtual shop is provided on a network, cost information of each product is stored, and when a product purchase operation is performed from a customer terminal, a gross profit amount or a privilege data based on the selling price and the cost information of the product. Is calculated. According to the invention described in claim 7, it is possible to increase the ratio of customers who have a high degree of contribution even in the virtual store. In addition, privilege data to be given to a customer for storing cost information of each product can be easily obtained.

[0012]

Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 shows the configuration of the customer management system according to the first embodiment of the present invention. The customer management system according to the present embodiment includes a plurality of stores, for example, a plurality of POS terminals 10-1 and 10 installed in store A.
0-2, 10-3,... And LAN (Local Area Network)
k) and a plurality of POS terminals 10-1, 10-2,
10-3, a store controller 2 for controlling the entire system
0, and a head office server 30 installed in the head office, which is connected to the store controller 20 via the line network 40.

FIG. 2 shows the configuration of the POS terminal. Each POS
Since the terminals have the same configuration, the configuration of the POS terminal 10-1 will be described. The POS terminal 10-1 includes a ROM 100 storing various programs and fixed data for realizing a function as a POS terminal, a RAM 102 storing a classification file described later, and a bar code reader for reading a bar code of a product. 104 and CPU 106
And a display unit 108 for displaying the selling price, quantity, total amount and the like of the product purchased by the customer, and the printer 1 for issuing a receipt
10 and a card reader 120.

The POS terminal 10-1 (the same applies to other POS terminals) reads the barcode of the product purchased by the customer with the barcode reader 104, registers the product, calculates the total amount, and adjusts the price. And a function as customer identification means for obtaining a customer record data by submitting a card with a customer code recorded by the customer and reading the card with a card reader 120.

Next, the configuration of the store controller 20 is shown in FIG. In the figure, the store controller 20
The POS terminals 10-1, 10-2, 10-3,... Are collectively managed, and the data received from the POS terminals are processed in a totaling process and the like, transferred to the head office server 30, and received from the head office server. Hard disk 200 storing a program for realizing a function of updating data, adding data, etc. based on data and various data
, A RAM 202, an input unit 204 including a keyboard, a mouse, and the like, a CPU 206, a display unit 208,
File storage device 21 for storing various files described later
0 and a printer 212. The store controller 20 is connected to the line network 40 via the line 230 by the line connection device 220.

FIG. 4 shows the configuration of the head office server 30. The configuration of the head office server 30 is different from that of the store controller 20.
And are basically the same. In FIG. 4, the head office server 3
0 denotes a hard disk 300 storing various programs and fixed data, a RAM 302, an input unit 304 including a keyboard, a mouse, and the like, a CPU 306,
It has a display unit 308, a file storage device 310 for storing various files described later, and a printer 312. The head office server 30 is connected to the line network 40 via a line 330 by a line connection device 320.

The store controller 20 has a product file in the file storage device 210, and stores the product file in the POS terminal 10.
-1, 10-2, 10-3,..., POS terminals 10-1, 10-2, 10-3,. Send out. In addition, sales data and customer performance, especially,
POS terminal 10 stores the customer code, visit date, purchase price, and gross profit
-1, 10-2, 10-3,..., And is accumulated and updated in a customer file or the like.

Further, the store controller 20 communicates with the headquarters server 30 in the headquarters via the line network 40, and sends out the merchandise data and its changes from the headquarters server 30 to the store controllers 20 of a plurality of stores. The headquarters server 30 receives each result data in each store controller 20, and the headquarters can manage the data collectively. Further, other stores (not shown) have the same system configuration as the store A in which the POS terminal and the store controller are connected via the LAN.

The line network 40 may be a public line, a dedicated line, or an Internet line. The performance data in the store controller 20 and the headquarters server 30 are also created in an HTML format so that they can be displayed on a screen with each other or on a terminal equipped with browser software. Next, the POS terminal 10-1 (POS terminal 10-2,
10-3,...), The files stored in the RAM 102, the store controller 20, and the file storage devices 210, 310 in the head office server 30 will be described.

First, as shown in FIG. 5, the merchandise file is a file in which items such as a merchandise code, an item name, a unit price, a cost, and a classification code are set and data belonging to these items is written. 30, stored in each of the file storage devices 310 and 210 of the store controller 20. Since the unit price is the price per 100 g for the indeterminate product, the POS terminal 10-1 scans the NONPLU barcode with the barcode reader 104 and reads the product code and the amount. ). Amount / unit price x (unit price-cost) = gross profit (1)

The classification file is a file in which various items such as a classification code, a name and a cost rate are set as shown in FIG.
RAM 102 of S terminal 10-1, store controller 2
0 in the file storage device 210 and the file storage device 310 in the head office server 30. Here, the cost rate is represented by the following equation (2). Price × cost ratio = cost (2) Even if a product without a barcode is registered, if the classification code and the amount (list price) are known, the formulas (1) and (2) are used.
Gross profit calculation is possible.

Further, as shown in FIG. 7, the customer file is a file in which items such as a customer code, a name, an address, a date of birth, a gender, and an e-mail address are set, and data belonging to these items is written. Yes, the store controller 20, each file storage device 21 of the head office server 30
0, 310 respectively. As shown in FIG. 8, the customer record file includes items such as a customer code, a latest purchase date, the number of visits, a total purchase price, a total gross profit, points as service data, and rank as a customer preferential treatment. This is a file in which data belonging to each of these items is set, and is stored together with the customer file in each file storage device of the store controller 20 and the head office server 30.

Next, the operation of the customer management system according to the embodiment having the above configuration will be described. For example, if you come to the store A and shop with your customer card,
Check out at the S terminal 10-1, settle the price, set the latest purchase date of the customer record file in the store controller 20 to today, count up the number of visits by 1, count the total purchase price and the total gross profit The sum is added to each amount. At the time of closing the day, the actual data for today is stored in the head office server 3
0, and the file storage device 310 of the headquarters server 30
Update the data in the customer performance file in.

When such a period is set to, for example, one year, and a predetermined operation is performed on the headquarters server 30 or the store controller 20 after the end of the period, a predetermined rate (for example, 1%) is added to the total gross profit. Is multiplied to calculate a point, and the point column is rewritten. The customer can receive a service of subtotal discount for the payment price in the future shopping, and the points for the service will be subtracted. In addition, the rank is rewritten to one of the five-step criteria in which the rank is set in advance according to the total purchase price.

Next, when an operation for performing customer analysis is performed on the headquarters server 30 or the store controller 20, a screen display in which customers are classified is displayed as in an analysis cell table shown in FIG. Here, in order to make the explanation easy to understand, each item is divided into three stages. The latest purchase date is within 5 days, the degree of closeness is high, within 30 days, medium, within 31 days, and the number of visits is low. 100 or more is high, 10 or more is medium, less than 10 is low, gross profit is 100,000 yen or more, high, 10,000 yen or more is medium, and less than 10,000 yen is low.

[0027] Then, a cell having a low degree of recency and a high frequency of use is a customer who has refused this store, and cannot visit the store even by sending direct mail. On the other hand, a customer group with a high degree of closeness and a low frequency is considered to be interested in this store and is likely to have visited the store for trial purposes. . Such a cell table is gross profit, medium,
Display every low. When one of these cells is designated, the corresponding customer list is displayed, and when a particular customer is designated, all information of the customer can be displayed.

Next, FIG. 10 shows a configuration of a customer management system according to a second embodiment of the present invention. In FIG.
The eb server 50 is a network (Internet) 70
And a plurality of customer terminals 60-1, 60-2, 60
-3,... Are connected to the Web server 50 via the network 70.
It is connected to the. Here, in this communication system, a virtual store is provided on the Web server 50 so that shopping (ordering) can be performed from a plurality of customer terminals 60-1, 60-2, 60-3,. Web server 5
0 is basically the same as the configuration of the head office server 30 shown in FIG. 4, and the customer terminals 60-1, 60-2, 60-
The configuration of 3.,... May be any configuration in which browser software is installed on a personal computer and the Internet can be used. For details of the virtual store, see JP-A-10-78989.
Since it is described in the official gazette, details are omitted.

Web server 5 in the above communication system
0, a customer management system is constructed by providing the same product file, customer file, and customer record file as in the first embodiment. And customer terminals 60-1, 60-2, 60-
From 3, ..., the URL of the virtual store provided in the Web server 50
To launch a screen as shown in FIG. 11, enter data in the customer code and product quantity fields, and click the order key to complete the order.

As a result, the Web server 50 can obtain the purchase price and the gross margin based on the input data, update the customer record file, and perform the service, as in the first embodiment. In this case, direct mail can be sent by e-mail instead of mail, such as "We will make a special sale for three days from tomorrow", etc., and we will conduct customer analysis and promote efficient and inexpensive sales promotion be able to.

In the present specification, the gross profit is not limited to the value obtained by subtracting the cost from the selling price of a product, but also includes a fee,
It may be a value obtained by adding the transportation cost and subtracting it from the selling price. In short, it may be any profit as long as it is a profit generated at the time of selling. In addition, the selling price may be the selling price. Further, the cumulative gross profit information is not limited to the information obtained by accumulating the gross profit, but may be the information obtained by accumulating the selling price and the cost,
Alternatively, the gross profit may be converted into points.

Further, as long as the POS terminal has the above-described customer management function, the POS terminal may be a stand-alone terminal or a master / slave system. The award may be based not only on the gross profit but also on both the purchase price and the gross profit.

[0032]

As described above, according to the first aspect of the present invention, it is possible to analyze customers according to the degree of contribution to the store, and to make the customer management analysis more effective. can do. According to the second aspect of the present invention, by managing the information on the degree of closeness and the frequency of use, it is possible to extract customers according to the degree of expectation of visiting the store and also according to the degree of contribution. Sales promotion can be performed efficiently, and profits can be expected to increase.

According to the third aspect of the present invention, since the checkout means and the cost information of each product are provided, gross profit data of the customer can be easily obtained. According to the invention described in claim 4, in order to store the e-mail address of the customer and send an electronic direct mail to the selected customer,
Efficient sales promotion can be performed at a lower cost and with a smaller work load than conventional mail-based ones.

According to the fifth aspect of the present invention, a privilege according to the gross profit can be given to the customer,
A privilege according to the degree of contribution to the store can be given to the customer. For this reason, it is possible to increase the proportion of customers who have a high contribution to the store, and to carry out more customer services than before, thereby further increasing the sales promotion effect.

According to the sixth aspect of the present invention, since the checkout means and the means for storing the cost information of each product are provided, privilege data to be given to the customer can be easily obtained. According to the invention described in claim 7, it is possible to increase the ratio of customers who have a high degree of contribution even in the virtual store.
In addition, privilege data to be given to a customer for storing cost information of each product can be easily obtained.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a customer management system according to a first embodiment of the present invention.

FIG. 2 shows a PO in the customer management system shown in FIG.
FIG. 2 is a block diagram showing a specific configuration of an S terminal.

FIG. 3 is a block diagram showing a specific configuration of a store controller in the customer management system shown in FIG.

FIG. 4 is a block diagram showing a specific configuration of a head office server in the customer management system shown in FIG. 1;

FIG. 5 is an explanatory diagram showing a data configuration of a product file.

FIG. 6 is an explanatory diagram showing a data configuration of a classification file.

FIG. 7 is an explanatory diagram showing a data configuration of a customer file.

FIG. 8 is an explanatory diagram showing a data structure of a customer record file.

FIG. 9 is an explanatory view showing an analysis cell table.

FIG. 10 is a block diagram showing a configuration of a customer management system according to a second embodiment of the present invention.

11 is an explanatory diagram showing an example of a display screen of a customer terminal in the customer management system shown in FIG.

[Explanation of symbols]

 10-1 to 10-3 POS Terminal 20 Store Controller 30 Headquarters Server 40 Network 50 Web Server 60-1 to 60-3 Customer Terminal 200, 300 Hard Disk 202, 302 RAM 204, 304 Input Unit 206, 306 CPU 208, 308 Display unit 210, 310 File storage device 212, 312 Printer 220, 320 Line connection device 230, 330 lines

Claims (7)

[Claims] 1. A customer management system for managing and analyzing customer information for a store, comprising: customer information storage means for storing at least customer identification information and cumulative gross information for each customer; and updating the cumulative gross information. A customer management system, comprising: updating means for performing the following; and selecting means for selecting a customer based on the accumulated gross profit information. 2. The customer information storage means also stores proximity information and usage frequency information using a store, and the updating means also updates the proximity information and usage frequency information; 2. The customer management system according to claim 1, wherein customer analysis is enabled based on gross margin information. 3. A checkout means for registering goods and adjusting the price, a customer specifying means, a cost storage means for storing cost information of each product, and a gross profit of the customer based on the selling price and the cost information of the product. The customer management system according to claim 1, further comprising: a calculating unit configured to calculate an amount or privilege data. 4. The method according to claim 1, wherein a mail address of the customer is stored in the customer information storage means, and an electronic direct mail is transmitted to the customer selected by the selection means. Customer management system described in Crab. 5. A customer management system for managing customer information for a store, wherein customer identification information and cumulative gross profit information or cumulative privilege data corresponding to the gross profit information are stored for each customer, A customer management system wherein a privilege according to a gross profit amount can be provided. 6. A checkout means for registering goods and adjusting the price, a customer specifying means, a cost storage means for storing cost information of each product, and a gross profit of the customer based on the selling price and cost information of the product. 6. The customer management system according to claim 5, further comprising: calculating means for calculating the amount or the privilege data. 7. A virtual shop is provided on a network to store cost information of each product, and when a product purchase operation is performed from a customer terminal, a gross profit based on the selling price and the cost information of the product,
6. The customer management system according to claim 5, wherein privilege data is calculated.