JP2003122789A - System, device and method for processing information, recording medium and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a matching service to a user. SOLUTION: In steps 91-93, a user with time lapse for a prescribed period from product registering and a user whose birthday falls on the day are retrieved from a customer database. When the user is retrieved as the result of a retrieval processing, the corresponding service is read from a service contents database and transmitted to the user in a step S94. An inspection key is set and the user is retrieved from the customer database in steps S96 and S97. When the user is retrieved as the result of the retrieval processing, the corresponding service is read from the service contents database and transmitted to the user in a step S98. Thus a customer image is clearly recognized through the use of various kinds of information concerning the users stored in the customer database and the service which matches each user is provided.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an information processing system, an information providing apparatus and method, a recording medium, and a program, and in particular, information processing for providing a service matching a customer based on the customer information. The present invention relates to a system, an information providing device and method, a recording medium, and a program.

[0002]

2. Description of the Related Art Conventionally, when a user of a product sales maker registers a customer for a purchased product, a user ID is assigned to the user and the user information is managed based on the user ID. ing.

[0003]

However, when a user who has already assigned a user ID performs customer registration for a newly purchased product, the distributor manufacturer assigns another user ID to the user. There was a problem that caused it.

That is, for example, if you purchase a camcorder,
When a user who has been assigned a user ID of "A001" registers a customer for a newly purchased personal computer, the distributor maker gives "B007" to the user.
I was assigned a user ID of, and could not be centrally managed despite the same user.

Therefore, the selling maker does not know that the user having the user ID of "A001" is the same as the user having the user ID of "B007", and the user of "A001" is the same.
There is a problem in that the user having the ID is guided to the product of the personal computer, and the user having the user ID “B007” is guided to the product of the camcorder.

[0006] In recent years, users' tastes have been diversified, and services provided to users based on existing user information (for example, information on new products) are not always appropriate. .

[0007] However, since the sales maker is not clear about the customer image for each user, in the end, it was possible to provide only fixed services.

The present invention has been made in view of such a situation, and makes it possible to clarify a customer image by centrally managing user information and provide a service that matches the customer. is there.

[0009]

According to the information processing system of the present invention, when the information providing device stores new information from the information processing device and a storage device that stores user information about the user of the information processing device. Updating means for updating the user information accumulated in the accumulating means, a searching means for searching a user who meets a predetermined condition based on the user information accumulated in the accumulating means, and a search result by the searching means. On the basis of the above, there is provided a providing means for providing a service to the information processing apparatus owned by the user, and the information processing apparatus acquires the transmitting means for transmitting the user information to the information providing apparatus and the service provided by the information providing apparatus. And an acquisition unit.

In the information processing system of the present invention, when the information providing apparatus accumulates user information regarding the user of the information processing apparatus and new information is transmitted from the information processing apparatus, the accumulated user information is Based on the updated and accumulated user information, a user who meets a predetermined condition is searched, and based on the search result, the information processing apparatus owned by the user is provided with a service, and the information processing apparatus uses the user information. Is transmitted to the information providing apparatus, and the service provided by the information providing apparatus is acquired.

The information providing apparatus of the present invention stores the user information about the user of the information processing apparatus in the first storing section and the new storing section when new information is transmitted from the information processing apparatus. Updating means for updating the stored user information, a searching means for searching a user who meets a predetermined condition based on the user information stored in the first storing means, and a search result by the searching means ,
And a providing unit that provides a service to an information processing device owned by the user.

Customer ID unique to the user of the information processing device
It is possible to further provide an issuing means for issuing, and the accumulating means can accumulate the user information based on the customer ID.

It is possible to further provide a classifying unit for classifying the users into a predetermined group based on the user information accumulated in the accumulating unit, and the providing unit can be provided with different services for each group.

A second accumulating unit for accumulating a corresponding service for each predetermined condition may be further provided, and when the searching unit searches for a user who meets the predetermined condition, the providing unit is provided with the second unit. The service stored in the storage unit can be read and provided to the information processing device.

When a request for providing a predetermined service is made by another device, a setting means for setting a predetermined condition based on the content of the predetermined service can be further provided, and the search means can have a first setting. When the storage unit is searched for a user who meets the predetermined condition set by the setting unit, and the user is searched by the search unit, the providing unit causes the information processing device owned by the user to be different from the other device. It is possible to provide a predetermined service requested by.

The user information includes customer ID, name, address, telephone number, date of birth, taste, mail address, product related to electronic device owned by user, upgrade,
Contains information about service usage, inquiries, or repair requests.

Services include electronic mail.

The information providing method of the present invention includes a storage control step for controlling storage of user information about a user of the information processing apparatus, and a storage control step when new information is transmitted from the information processing apparatus. Update step for updating the user information whose control is controlled, a search step for searching a user who meets a predetermined condition based on the user information whose storage is controlled by the processing of the storage control step, and the processing of the search step And a providing step of providing a service to the information processing device owned by the user based on the search result by the user.

The program recorded on the recording medium of the present invention includes a storage control step for controlling storage of user information about a user of the information processing apparatus, and storage control when new information is transmitted from the information processing apparatus. An updating step of updating the user information whose storage is controlled by the processing of the step, and a search step of searching for a user who meets a predetermined condition based on the user information whose storage is controlled by the processing of the storage control step. And a providing step of providing a service to the information processing apparatus owned by the user based on the search result by the processing of the searching step.

According to the program of the present invention, the storage control step for controlling the storage of user information about the user of the information processing apparatus, and when new information is transmitted from the information processing apparatus, the storage is controlled by the processing of the storage control step. Update step for updating the stored user information, and a search step for searching for a user who meets a predetermined condition based on the user information whose storage is controlled by the processing of the storage control step, and a search by the processing of the search step Based on the result, the computer is caused to perform a providing step of providing a service to the information processing device owned by the user.

In the information providing apparatus and method and the program of the present invention, the user information regarding the user of the information processing apparatus is accumulated, and when new information is transmitted from the information processing apparatus, the accumulated user information is Based on the updated and accumulated user information, users who meet predetermined conditions are searched, and based on the search results,
A service is provided to the information processing device owned by the user.

[0022]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below with reference to the drawings.

FIG. 1 is a diagram showing a configuration example of an embodiment of a customer relation system to which the present invention is applied. In this customer relation system, a customer site 1, a company 2, a company 3, and a service center 4 are connected to a network 5 such as the Internet, and digital mobile phones 6-1 to 6-.
N (hereinafter, when it is not necessary to individually distinguish the digital mobile phones 6-1 to 6-N, the digital mobile phones 6
Called) is connected.

The customer site 1 is assumed to be, for example, a user window of a maker that sells personal computer related products, DSC (Digital Still Camera) related products, AV (Audio Visual) device related products, etc., and the server 1
1, a customer database 12, a service content database 13, and the like. When the server 11 is accessed for the first time from the digital mobile phone 6 and accepts registration of user information such as registered product ID, name, address, telephone number, date of birth, mail address, preference information, etc. The ID is issued and the user information is recorded in the customer database 12.

When the server 11 is accessed from the digital mobile phone 6 via the network 5, the server 11 records corresponding user information in the customer database 12 based on the access content. The server 11 centrally manages the user information recorded in the customer database 12 using the customer ID as a key.

The customer database 12, as shown in FIG. 2, is a customer basic information database 41, a purchase history database 42, an accessory purchase history database 43,
Upgrade history database 44, service usage history database 45, inquiry history database 4
6 and a plurality of information databases such as the repair history database 47 are associated with each other and configured as one database. An example of information recorded in each database will be collectively described below.

The server 11 also includes a digital mobile phone 6
The service center 4 is called based on the access contents from the user and the corresponding processing is executed.

The server 11 also refers to the customer database 12 for each predetermined period of time, extracts a user who meets a predetermined condition, reads out the corresponding service content from the service content database 13, and through the network 5. , To the digital mobile phone 6 owned by the user.

The server 11 is also connected to the personal computer 21 of the company 2 or the server 31 of the company 3 via the network 5 and receives a request for the distribution service from the personal computer 21 or the server 31 to perform predetermined processing. The user corresponding to the above condition is extracted from the customer database 12, and the requested service is distributed to the digital mobile phone 6 owned by the user via the network 5 or the company 2 or the company 3
Then, the charging process is executed.

The server 11 further requests the company 3 to deliver the product guidance service via the network 5,
The company 3 receives a bill for the cost of the distribution service agency. The server 11 may request delivery of the product guidance service to the company 3 or receive a billing for the delivery agency cost by using another method (that is, offline) without using the network 5.

The company 2 is assumed to be, for example, a travel company, and uses the personal computer 21 connected to the network 5 to request the customer site 1 to distribute a travel guide service or to act as a distribution service agent from the customer site 1. Get billed for. Enterprise 2 may also use other methods (ie, without going through network 5).
Alternatively, the customer site 1 may be requested to deliver the travel guidance service or the delivery agency cost may be charged.

The company 3 is, for example, a so-called online book store that sells books online, and is composed of a server 31, a customer database 32, a service content database 33, and the like. Server 31
Is first accessed from the digital mobile phone 6,
If you accept registration of user information such as name, address, phone number, date of birth, email address, and preference information,
The customer ID is issued to the user and the user information is recorded in the customer database 32.

When the server 31 is accessed from the digital portable telephone 6 via the network 5, the server 31 records corresponding user information in the customer database 32 based on the access content. The server 31 centrally manages the user information recorded in the customer database 32 using the customer ID as a key.

As shown in FIG. 3, the customer database 32 is configured as one database in which a plurality of information databases such as a customer basic information database 51 and a purchase history database 52 are associated with each other. A recording example of information recorded in each database will be collectively described later.

The server 31 also refers to the customer database 32 for each predetermined period to extract a user who meets a predetermined condition, reads out the corresponding service content from the service content database 33, and through the network 5. , To the digital mobile phone 6 owned by the user.

The server 31 further includes the server 11 of the customer site 1 via the network 5, or
It is connected to the personal computer 21 of the company 2, receives a distribution service request from the server 11 or the personal computer 21, extracts users who meet predetermined conditions, and, via the network 5, a digital mobile phone owned by the user. Distribute the requested service to the telephone 6, or to the company 2 or the company 3,
Perform billing processing.

Although only the companies 2 and 3 are shown here, it goes without saying that a plurality of companies are connected to the network 5.

The service center 4 responds to inquiries from the customer site 1 and, in the case of a repair request, arranges dispatch of a service person.

The digital mobile phone 6 can perform various data communications such as sending and receiving electronic mail, browsing a simple home page, and sending and receiving images. For example, the user uses the digital mobile phone 6 to enter the URL (Unifo) described in the user registration postcard attached to the purchased product.
rm Resource Locator), the digital mobile phone 6 can be connected to the customer site 1 via the network 5 based on the user's operation. Then, the user uses the digital mobile phone 6 to register the purchased product as a user, purchase an accessory (accessory) for the purchased product, upgrade the purchased product, use services provided by the customer site 1, make various inquiries, and make repairs. You can make requests.
In addition, for example, the digital mobile phone 6 is operated by the server 31 of the company 3 via the network 5 based on the user's operation.
You can connect to and buy your desired book online.

In the present invention, the case where the user accesses the customer site 1 by using the digital portable telephone 6 will be described as an example, but the present invention is not limited to this, and the personal computer or PDA (Personal Digital Assistant) is used.
It is of course possible to access using t) or other electronic device connectable to the network 5.

FIG. 4 is a diagram showing an example of the external configuration of the digital mobile phone 6. As shown in the figure, the digital mobile phone 6 includes a display portion 62 and a main body 63, and is formed so as to be foldable by a central hinge portion 61.

The display portion 62 has an antenna 71 for transmission and reception, which can be pulled out or stored in the upper left portion. The digital mobile phone 6 transmits and receives radio waves to and from a base station, which is a fixed wireless station (not shown), via the antenna 71.

In addition, the display portion 62 is almost 1 at the center of the upper end.
It has a camera unit 72 that is rotatable within an angle range of 80 degrees.
The digital mobile phone 6 has a CCD (Charge
An image of a desired image pickup object is picked up by a Coupled Device) camera 73.

The camera unit 72 is set to about 180 by the user.
When rotated and positioned, as shown in FIG.
The display unit 62 is in a state in which the speaker 74 provided at the center on the back side of the camera unit 72 is located on the front side. As a result, the digital mobile phone 6 is switched to a normal voice call state.

Further, a liquid crystal display 75 is provided in front of the display section 62. The liquid crystal display 75 is
In addition to the reception status of radio waves, remaining battery level, destination names and phone numbers registered as a phonebook, outgoing call history, etc., the contents of e-mails, simple homepages, images taken by the CCD camera 73 of the camera unit 72, etc. indicate.

On the other hand, the main body 63 is provided with operation keys 81 such as numeral keys "0" to "9", a calling key, a redial key, an end call and power key, a clear key and an electronic mail key on the surface thereof. Has been. Various instructions corresponding to the operation of the operation keys 81 are input to the digital mobile phone 6.

A memo button 82 and a microphone 83 are provided below the operation keys 81 of the main body 63. When the memo button 82 is operated, the digital mobile phone 6 records the voice of the other party during the call. The digital mobile phone 6 collects the voice of the user during a call by the microphone 83.

Further, a rotatable jog dial 84 is provided above the operation keys 81 of the main body 63 in a state of slightly protruding from the surface of the main body 63. The digital mobile phone 6 performs various operations such as a scrolling operation of a telephone directory list or an electronic mail displayed on the liquid crystal display 75, a page turning operation of a simple home page, an image sending operation, or the like in response to a rotating operation of the jog dial 84. Perform an action.

For example, the main body 63 has a liquid crystal display 75 in response to a rotating operation of the jog dial 84 by the user.
Select the desired phone number from the multiple phone numbers in the phonebook list displayed in, and then turn the jog dial 84
When pressed inward, the selected telephone number is confirmed, and the calling process is automatically performed to the confirmed telephone number.

A battery pack (not shown) is mounted on the rear side of the main body 63, and when the call end / power key is turned on, electric power is supplied from the battery pack to each circuit unit to enable operation. Start up in a normal state.

By the way, a memory card slot 85 for mounting the removable memory card 91 is provided on the upper left side of the main body 63. Digital mobile phone 6
When the memo button 82 is pressed, the voice of the other party during the call is recorded in the mounted memory card 91. The digital mobile phone 6 records an electronic mail, a simple home page, and an image captured by the CCD camera 73 in the attached memory card 91 according to the operation of the user.

The memory card 91 shown in the figure is, for example, a type of flash memory card called Memory Stick (trademark) developed by the present applicant. This memory card 91 is 21.5 vertical x 50 horizontal x 2.8 thick
A nonvolatile memory that can be electrically rewritten and erased in a small and thin plastic case of [mm] EEPROM (El
ectrically Erasable and Programmable Read Only Mem
ory), which is a type of flash memory device that stores and can read and write various data such as images, sounds, and music through a 10-pin terminal.

Further, the memory card 91 adopts a unique serial protocol capable of ensuring compatibility with the equipment used even when the specifications of the built-in flash memory are changed due to an increase in capacity, and the maximum writing speed is 1.5. While achieving high-speed performance of [MB / S] and maximum read speed of 2.45 [MB / S],
An erasure prevention switch is provided to ensure high reliability.

Therefore, since the digital portable telephone 6 is constructed so that such a memory card 91 can be mounted, it is possible to share data with other electronic devices via the memory card 91. You can

As shown in FIG. 6, the digital mobile phone 6
The main control unit 101 that controls the display unit 62 and each unit of the main body 63 is provided with a power circuit unit 105, an operation input control unit 102, an image encoder 103, a camera interface (I / F) unit 104, and an LCD. (Liquid Crystal Dis
play) control unit 106, image decoder 107, demultiplexing unit 108, storage / playback unit 113, modulation / demodulation circuit unit 109, and audio codec 110 are connected to each other via a main bus 111, and image encoder 103, image decoder 107, Demultiplexing unit 108, modulation / demodulation circuit unit 10
9 and an audio codec 110 are connected to each other via a synchronization bus 112.

When the end call / power key is turned on by the user's operation, the power supply circuit section 105 supplies electric power to each section from the battery pack so that the digital portable telephone 6 can operate. To start.

The digital mobile phone 6 has a CPU (Central P
rocessing Unit), ROM (Read Only Memory) and RAM
In the voice call mode, the voice signal collected by the microphone 83 is converted into digital voice data by the voice codec 110 under the control of the main control unit 101 such as (Random Access Memory). In the digital mobile phone 6, the modulation / demodulation circuit unit 109 performs spread spectrum processing on the digital audio data, and the transmission / reception circuit unit 114 performs digital / analog conversion processing and frequency conversion processing, and then transmits the data via the antenna 71.

In the voice communication mode, the digital mobile phone 6 amplifies the received signal received by the antenna 71 to perform frequency conversion processing and analog-digital conversion processing, and the modulation / demodulation circuit section 109 performs spectrum despreading processing to perform voice conversion. The codec 110 converts into an analog audio signal. The digital mobile phone 6 causes the speaker 74 to output audio corresponding to the analog audio signal.

Further, when transmitting an electronic mail in the data communication mode, the digital mobile phone 6 uses the operation input control unit 1 to convert the text data of the electronic mail input by operating the operation keys 81 and the jog dial 84.
It is sent to the main control unit 101 via 02.

The main control unit 101 performs spread spectrum processing on the text data in the modulation / demodulation circuit unit 109, performs digital-analog conversion processing and frequency conversion processing in the transmission / reception circuit unit 114, and then transmits it to the base station (not shown) via the antenna 71. Send.

On the other hand, when the digital mobile phone 6 receives an electronic mail in the data communication mode,
The received signal received from the base station via the antenna 71 is subjected to spectrum despreading processing in the modulation / demodulation circuit unit 109 to restore the original text data, and then displayed as an electronic mail on the liquid crystal display 75 via the LCD control unit 106. .

After that, the digital mobile phone 6 stores and reproduces the electronic mail received according to the operation of the user.
It is also possible to record in the memory card 91 via the memory card 3.

When transmitting image data in the data communication mode, the digital mobile phone 6 uses the CCD camera 73.
The image data picked up in 3 is supplied to the image encoder 103 via the camera interface unit 104.

Incidentally, when the digital mobile phone 6 does not transmit the image data, the image data taken by the CCD camera 73 is transferred to the camera interface unit 104 and the camera interface unit 104.
It is also possible to display directly on the liquid crystal display 75 via the LCD control unit 106.

The image encoder 103 is a CCD camera 73.
The image data supplied from, for example, MPEG (Moving P
icture Experts Group) 2 or MPEG4 or the like to compress and encode the image data into encoded image data, which is sent to the demultiplexing unit 108.

At the same time, the digital portable telephone 6
The sound collected by the microphone 83 while being picked up by the CCD camera 73 is sent to the demultiplexing unit 108 as digital sound data via the sound codec 110.

The demultiplexing unit 108 includes the image encoder 10
Coded image data and audio codec 1 supplied from 3
The audio data supplied from 10 is multiplexed by a predetermined method, and the multiplexed data obtained as a result is modulated / demodulated by the modulation / demodulation circuit unit 10.
9 performs spectrum spread processing, and the transmission / reception circuit unit 114 performs digital / analog conversion processing and frequency conversion processing, and then transmits via the antenna 71.

On the other hand, in the data communication mode, the digital mobile phone 6 receives the received signal from the base station via the antenna 71 when receiving the data of the moving image file linked to the simple homepage or the like. The modulation / demodulation circuit unit 109 performs spectrum despreading processing, and the multiplexed data obtained as a result is sent to the demultiplexing unit 108.

The demultiplexing unit 108 separates the multiplexed data into coded image data and audio data, and the synchronization bus 112
The encoded image data is supplied to the image decoder 107 and the audio data is supplied to the audio codec 110 via the.

The image decoder 107 generates reproduced moving image data by decoding the encoded image data by a decoding method corresponding to a predetermined encoding method such as MPEG2 or MPEG4, and the reproduced moving image data is generated via the LCD control section 106. It is supplied to the liquid crystal display 75. As a result, the digital mobile phone 6
Displays, for example, moving image data included in a moving image file linked to a simple home page.

At this time, the voice codec 110 simultaneously
After converting the audio data into an analog audio signal, this is supplied to the speaker 74. Thereby, the digital mobile phone 6 reproduces the audio data included in the moving image file linked to the simple home page, for example.

Also in this case, as in the case of the electronic mail, the digital mobile phone 6 stores and receives the data linked to the received simple home page or the like by the user's operation.
It is possible to record in the memory card 91 via the memory card 13.

FIG. 7 is a block diagram showing a configuration example of the server 11 of the customer site 1.

The CPU 121 is a program stored in the ROM 122 or a hard disk drive (HDD) 1
Various processes are executed according to the program loaded from 29 to the RAM 123. RAM123 also has CPU121
Data necessary for executing various processes are also stored as appropriate.

CPU 121, ROM 122, and RAM 123
Are mutually connected via a bus 124. An input / output interface 125 is also connected to the bus 124.

The input / output interface 125 includes an input unit 126 composed of buttons, switches, a keyboard, a mouse, etc., and a CRT (Cathode Ray Tub).
e), a display such as an LCD, an output unit 127 including a speaker, a communication unit 128 including a modem and a terminal adapter, and a hard disk drive 129 are connected, and a customer database 12 and a service content database Databases such as 13 are also connected. The communication unit 128 performs communication processing via the network 5.

The input / output interface 125 also has
A drive 130 is connected as necessary, a magnetic disk 131, an optical disk 132, a magneto-optical disk 133, a semiconductor memory 134, or the like is mounted as appropriate, and a computer program read therefrom is stored in a hard disk drive 129 as necessary. Installed.

Next, an example of information recorded in the customer database 12 will be described. As described with reference to FIG. 2, the customer database 12 is composed of a plurality of databases including the customer basic information database 41 to the repair history database 47. First, referring to FIG. An example of information to be recorded will be described.

As shown in the figure, in the customer basic information database 41, the registered products are associated with the customer IDs.
The ID, registration date, customer information, preference information, and classification group are recorded. The customer ID is an identifier that uniquely corresponds to one user and is unique to each user and consists of, for example, 16-digit alphanumeric characters. The customer information includes, for example, information such as name, address, telephone number, date of birth, and email address, but is not limited to such information.

In the case of the example in FIG. 8, the registered product ID of "** 1001" is made to correspond to the customer ID of "34JK9RA8172FNSSP",
The registration date of “1999/08/31”, customer information, preference information of “travel, photography”, and classification group of “user group A” are recorded. Customer ID of “6PQD00NK8WV627JK”
Corresponding to, "** 2001" registered product ID, "1999/09/0
The registration date of 1 ”, customer information, preference information of“ reading ”, and classification group of“ user group B ”are recorded, and correspond to the customer ID of“ 0YUP72BG9KAX418M ”,
The registered product ID of "** 3001", registration date of "1999/09/15", customer information, preference information of "car, outdoor", and classification group of "user group C" are recorded.
Corresponding to the customer ID of AZDF73LB19CQP7, "** 100
2, ** 2002 ”registered product ID,“ 1999/10/05, 2000/01/31 ”
Registration date, customer information, preference information of "music", and classification group of "user group D" are recorded.

Customer ID of "8JHGPS55B1QWP9CF"
In correspondence with the registered product ID of “** 2003, ** 3002”, “199
The registration date of 9/10/10, 2000/02/05 ”, customer information, preference information of“ outdoor, reading ”, and classification group of“ user group E ”are recorded.“ LMDH93GH1ABCML0Q ”
Corresponding to the customer ID of "** 1003, ** 3003", registered product ID of "1999/11 / 01,1999 / 11/01", customer information, preference information of "car, music" , And “User Group F” classification groups are recorded. “7QYML09KBB3X
Corresponding to the customer ID of "Z188", "** 3004, ** 1004, **
2004 ”registered product ID,“ 1999/11/01, 2000/02/01, 2001/0
The registration date of 1/31 ”, customer information, preference information of“ travel, photograph ”, and classification group of“ user group G ”are recorded.

Here, the user classification group will be described with reference to FIG.

As described above, the customer site 1 has personal computer (PC) related, DSC related, and AV related.
Since it is a user contact point for a manufacturer that sells equipment-related products, these products can be classified into major categories and users can be segmented.

That is, a user who purchases only a PC-related product is segmented into a user group A, and a user who purchases only a DSC-related product is segmented into a user group B and only an AV device-related product. The purchased users are segmented into user groups C.

When a user who purchases only a PC-related product newly purchases a DSC-related product, or when a user who purchases only a DSC-related product newly purchases a P
When a C-related product is purchased, the user group A or the user group B is segmented into the user group D. If a user who purchases only DSC related products purchases a new AV device related product, or a user who purchases only AV device related products purchases a new DSC related product, The user group B or the user group C is segmented into the user group E. When a user who purchases only AV device-related products purchases a new PC-related product, or when a user who purchases only PC-related products purchases a new AV-related product, The user group C or the user group A is segmented into the user group F.

Furthermore, when a user who purchases a PC-related product and a DSC-related product newly purchases an AV device-related product, a user who purchases a DSC-related product and an AV device-related product newly acquires a PC-related product. Users who purchased AV products or PC-related products newly purchased DS products.
When a C-related product is purchased, the user group D, the user group E, or the user group F is segmented into the user group G.

As described above, the server 11 can clarify the customer image for each user by segmenting the user according to the purchased product, and can provide the service matched to the user.

The user classification group is not limited to the three categories of PC-related, DSC-related, and AV device-related shown in FIG. Among the users classified in the book group PC-related or user group A, users who own one PC-related product and multiple users
Try to classify users who own PC-related products,
Alternatively, the users may be classified according to the purchased product and the preference information, and the customer image can be made clearer by setting the small classification category.

FIG. 10 is a diagram showing an example of information recorded in the purchase history database 42. As shown in the figure, in the purchase history database 42, the purchased product name, the purchase date, the number of purchases, the price, etc. are recorded in association with the customer ID. The information recorded in the purchase history database 42 is associated with the information recorded in the customer basic information database 41 by the customer ID.

In the case of the example in FIG. 10, "34JK9RA8172FNSSP"
The product name of “PC △△△”, the purchase date of “1999/07/10”, the number of purchases of “1”, and the amount of money are recorded in correspondence with the customer ID of “6PQD00NK8WV627JK”. Corresponding to the ID, purchase product name of "DSCXXX", "1"
The purchase date of "999/08/05", the number of purchases of "1", and the amount of money are recorded. The product name of "AV △△△", "1999 /", is associated with the customer ID of "0YUP72BG9KAX418M". 09/1
The purchase date of "0", the number of purchases of "1", and the amount of money are recorded. In correspondence with the customer ID of "9MAZDF73LB19CQP7", the purchase product name of "PC □□□, DSCXXXXX", "1999 / 09
/ 20, 2000/01/15 ”purchase date,“ 2 ”purchase count, and amount are recorded.

Customer ID of "8JHGPS55B1QWP9CF"
Corresponding to, the product name of "DSC △△△, AVXXXXX", the purchase date of "1999/09/01, 1999/12/20", the number of purchases of "2", and the price are recorded. , "LMDH93GH1ABCML
Corresponding to the customer ID of "0Q", "PC △△△, AV ○○
The purchase product name of "○", the purchase date of "1999/10/01, 1999/10/01", the number of purchases of "2", and the amount of money are recorded.
Corresponding to the customer ID of "7QYML09KBB3XZ188", "AV
○○○, PC △△△, Purchased product name of DSC ○○○, "1999 /
The purchase date of 09/20, 1999/12/20, 2001/01/15 ”, the number of purchases of“ 3 ”, and the amount of money are recorded.

FIG. 11 is a diagram showing an example of information recorded in the accessory purchase history database 43. As shown in the figure, in the accessory purchase history database 43, the purchase accessory name, purchase date, purchase count, and the like are recorded in association with the customer ID. The information recorded in the accessory purchase history database 43 is associated with the information recorded in the customer basic information database 41 and the purchase history database 42 by the customer ID.

In the case of the example in FIG. 11, "34JK9RA8172FNSSP"
Corresponding to the customer ID of "ACC-XX, ACC-XX" accessory name, "1999/07 / 10,1999 / 09/01" purchase date,
And the number of purchases of "2" is recorded, "9MAZDF73L
Corresponding to the customer ID of "B19CQP7", the accessory name of "ACC- △△", the purchase date of "1999/09/20", and "1"
The number of purchases of "ACC- ○○", the purchase date of "1999/10/01", and the number of purchases of "1" are recorded in correspondence with the customer ID of "LMDH93GH1ABCML0Q". Has been done.

FIG. 12 is a diagram showing an example of information recorded in the upgrade history database 44. As shown in the figure, in the upgrade history database 44, the upgrade name, the upgrade date, the number of upgrades, etc. are recorded in association with the customer ID. The information recorded in the upgrade history database 44 is associated with the information recorded in the customer basic information database 41 and the purchase history database 42 by the customer ID.

In the case of the example in FIG. 12, "34JK9RA8172FNSSP"
"PC-Ver2.0" upgrade name, "2000/08/15" upgrade date, and "3" upgrade count are recorded in correspondence with the customer ID of "6PQD0".
Corresponding to the customer ID of "0NK8WV627JK", "DSC-Ver1.
"5" upgrade name, "2000/05/31" upgrade date, and "1" upgrade count are recorded. "PC-Ver3.0" upgrade corresponding to "8JHGPS55B1QWP9CF" customer ID First name, “2001/01/1
The 5 ”upgrade date and the“ 1 ”upgrade count are recorded.

FIG. 13 is a diagram showing an example of information recorded in the service use history database 45. As shown in the figure, in the service usage history database 45, the service usage content, the last usage date, the number of times of usage, etc. are recorded in association with the customer ID. The information recorded in the service use history database 45 is associated with the information recorded in the customer basic information database 41 and the purchase history database 42 by the customer ID.

In the case of the example of FIG. 13, "34JK9RA8172FNSSP"
Corresponding to the customer ID of
Service contents of "Online album", "2001/02 /
The last use date of 15,2001 / 02/15 ”and the number of times of use of“ 10,3 ”are recorded. Corresponding to the customer ID of“ 9MAZDF73LB19CQP7 ”, the content of service use of“ message card transmission ”, Last use date of "2000/12/25", and
The number of times "5" is used is recorded, and "LMDH93GH1ABCML0
Corresponding to the customer ID of "Q", the contents of service usage of "Online album", the last usage date of "2000/08/15", and the number of usage of "5" are recorded.
Corresponding to the customer ID of "ML09KBB3XZ188", "Message card transmission, △△△ gallery" service usage details, "2000/09 / 15,2000 / 10/31" last usage date, and "20,5" The number of times of use of is recorded.

Here, "send message card" is a service in which a user attaches a favorite message or image and sends it to another user. For example, it is used as a birthday celebration or event card, and "i-jump" is used. (Trademark). Also, "online album" is a service that creates an album on the Web, publishes the album to other users, and browses albums published by other users, and is called "ImageStation". There is something. Furthermore, “ΔΔΔ gallery” is a service for posting photographed images, and there is one called “VNS gallery”.

FIG. 14 shows the inquiry history database 4
FIG. 6 is a diagram showing an example of information recorded by 6; As shown in the figure, in the inquiry history database 46, the inquiry contents, the last inquiry date, the number of inquiries, and the like are recorded in association with the customer ID. The information recorded in the inquiry history database 46 is
The customer ID is associated with the information recorded in the customer basic information database 41 and the purchase history database 42.

In the case of the example in FIG. 14, "34JK9RA8172FNSSP"
Inquiry content, "2001/0
The last inquiry date of 1/15 ”and the number of inquiries of“ 10 ”are recorded. Corresponding to the customer ID of“ 9MAZDF73LB19CQP7 ”, the inquiry content, the last inquiry date of“ 2000/09/01 ”, and“ The number of inquiries of 1 ”is recorded.

FIG. 15 is a diagram showing an example of information recorded in the repair history database 47. As shown in the figure, in the repair history database 47, the registered product ID, the repair content, the repair completion date, the repair frequency, and the like are recorded in association with the customer ID. Repair history database 4
The information recorded in 7 is associated with the information recorded in the customer basic information database 41 and the purchase history database 42 by the customer ID.

In the case of the example in FIG. 15, "6PQD00NK8WV627JK"
Corresponding to the customer ID of, registered product ID of "** 2001",
The repair content of "display defect", the repair completion date of "2000/09/01", and the repair frequency of "2" are recorded. "9MAZD
Corresponding to the customer ID of "F73LB19CQP7", "** 1002"
Registered product ID, "Startup failure" repair details, "2001/01/1
The repair completion date of "5" and the number of repairs of "3" are recorded. Corresponding to the customer ID of "LMDH93GH1ABCML0Q", the registered product ID of "** 3003", repair content of "reproduction failure", " The repair completion date of 2000/08/31 ”and the number of repairs of“ 1 ”are recorded.

FIG. 16 shows the service content database 13
It is a figure which shows the example of the information which is recorded. As shown in the figure, the service content database 13 records predetermined service content corresponding to predetermined conditions.

In the case of the example in FIG. 16, "user group A"
The service content of "service A" is recorded according to the condition of ", and the service content of" service G "is recorded according to the condition of" user group G ". The service content of "service P" is recorded according to the condition, and the service content of "service Q" is recorded according to the condition of "outdoor or travel and group A, C or F". And
The service content of "Service R" is recorded in correspondence with the condition "the number of times of using the online album or the △△△ gallery is M times or more", and "the purchase amount is N yen or more".
The service content of “service S” is recorded in correspondence with the condition of.

Here, "service A" is, for example, a service that introduces information related to PC-related accessory products, information related to PC-related upgrades, information related to products other than PC-related, and "service G". ,
For example, it is a service that introduces information about PC-related, DSC-related, or AV device-related upgrades, or information about accessory products of those products,
The “service P” is a service that introduces a privilege when a product of XX company is newly purchased within a predetermined period from a birthday, for example.

"Service Q" is, for example, for users who have a hobby of outdoors or travel and who do not own DSC-related products, information regarding DSC-related products or DSC-related accessory products. "Service R" is a service that introduces information and the like. For example, "Service R" introduces information about image editing software or guidance for shooting lessons to users who prefer online albums and △△△ galleries. Service,
The “service S” is a service that introduces information about a new product of the XX company product to a heavy user of the XX company product, for example.

The various services recorded in the service content database 13 are updated by the server 11 with the latest information every predetermined period.

FIG. 17 shows the server 11 of the customer site 1.
3 is a block diagram illustrating functions of the CPU 121 of FIG.

The input analysis program 141 analyzes the input signal of the mobile phone 6 supplied from the input / output management program 147, and based on the analysis result, the user registration program 142, the database update program 144, the service center notification program 145. To start. The input analysis program 141 also includes the input / output management program 14
The input signal from the company 2 or the company 3 supplied from 7 is analyzed, and based on the analysis result, the search program 14
Start 3.

The user registration program 142 is activated by the input analysis program 141, issues a customer ID based on the input signal of the digital mobile phone 6 supplied from the input / output management program 147, and activates the database update program 144. Then, the corresponding user information is recorded in the customer basic information database 41. The user registration program 142 starts the service automatic distribution program 146 after completing the recording of information in the customer basic information database 41, and automatically distributes the corresponding service (e-mail, etc.).

The search program 143 determines the search condition according to a predetermined rule, or based on the search condition input by the user of the server 11 operating the input unit 126, the customer basic information database 41. Through the search of the repair history database 47, the corresponding user is extracted. The search program 143 is also started by the input analysis program 141 and searches the customer basic information database 41 to the repair history database 47 based on the input signal from the company 2 or the company 3 supplied from the input / output management program 147, Extract applicable users. When the user is searched by the search process, the search program 143 activates the service automatic distribution program 144 to automatically distribute the corresponding service (e-mail, etc.).

The database update program 144 is the input analysis program 141 or the user registration program 1
42, and corresponding user information is recorded in the customer basic information database 41 to the repair history database 47 based on the input signal of the digital mobile phone 6 supplied from the input / output management program 147, or already recorded. User information is updated. The database update program 145 is also recorded in the customer basic information database 41 to the repair history database 47 based on the user information input by the user of the server 11 operating the input unit 126, or is already recorded. User information is updated. After updating the database, the database update program 145 activates the service automatic delivery program 146 to automatically deliver the corresponding service (e-mail, etc.).

The service center notification program 145
Based on an input signal (for example, an upgrade request, a repair request, or various inquiries) of the digital mobile phone 6 which is activated by the input analysis program 141 and is supplied from the input / output management program 147, the service center 4 is notified of that fact. Notice. The service center notification program 145 also notifies the service center 4 of that fact based on the user information input by the user of the server 11 operating the input unit 126. The service center notification program 145 activates the service automatic delivery program 144 based on the response from the service center 4 and automatically delivers the corresponding answer (e-mail, etc.).

The service automatic distribution program 146 is activated by the user registration program 142 to the service center notification program 145, reads the corresponding service from the service content database 13, and supplies it to the input / output management program 147.

The input / output management program 147 is used by the communication unit 1
The input signal received from the company 2, the company 3, or the digital mobile phone 6 via the input analysis program 14
1 or the service (e-mail) supplied from the service automatic distribution program 146 to the communication unit 128.
To the digital mobile phone 6 via. The input / output management program 147 also outputs an input screen for the user of the server 11 to input predetermined information to the output unit 127, and notifies the user registration program 142 or the service center of an input signal from the input unit 126. Program 145
Supply to.

Since the personal computer 21 of the company 2 and the server 31 of the company 3 have almost the same configuration as the server 11 described with reference to FIG. 7, the description thereof will be omitted. However, since the customer computer 12 and the service content database 13 are not provided in the personal computer 21 of the company 2, the company 2 requests the distribution service from the customer site 1 as described later. On the other hand, the server 31 of the company 3 has the same configuration as the server 11, but the customer database 32 has
Customer basic information database 5 as explained using
Only 1 and the purchase history database 52 are provided.
That is, since the structure is different from that of the customer database 12 of the customer site 1, an example of information recorded in the customer database 32 will be described next.

FIG. 18 shows the customer basic information database 51.
3 shows an example of information recorded by. As shown in the figure, in the customer basic information database 51, registration dates, customer information, preference information, etc. are recorded in association with customer IDs.

In the case of the example in FIG. 18, "ZLP902YW254VN001"
The registration date of "1999/08/31", customer information, and taste information of "cooking, parenting" are recorded in association with the customer ID of "Q", and are associated with the customer ID of "HUUD796BNMAA0044". The registration date of “1999/09/01”, customer information, and preference information of “reading, mobile” are recorded.
Corresponding to the customer ID of W556CXLK098MLC, "1999/0
The registration date of 9/15 ”, customer information, and preference information of“ gardening ”are recorded. Corresponding to the customer ID of“ POKLASS97655TQAW ”, the registration date of“ 1999/10/05 ”, customer information, and The preference information of "fishing" is recorded.

FIG. 19 is a diagram showing an example of information recorded in the purchase history database 52. As shown in the figure, in the purchase history database 52, the purchase title name, purchase date, number of purchases, amount of money, and the like are recorded in association with the customer ID. The information recorded in the purchase history database 52 is not limited to this, and the author name, publisher name, etc. may be recorded. The information recorded in the purchase history database 52 is associated with the information recorded in the customer basic information database 51 by the customer ID.

In the case of the example in FIG. 19, "ZLP902YW254VN001"
Corresponding to the customer ID of "Q", purchase title name of "Childcare △△, XX for mom, XX childcare", "1999/08/3
The purchase date of "1,1999 / 09 / 20,1999 / 10/15", the number of purchases of "3", and the amount of money are recorded. "HUUD796BNMAA004"
Corresponding to the customer ID of 4 "," Novel XX, Novel ○
○, novel △△, novel □□, mobile title of “△△”, “1999/09 / 01,1999 / 09 / 15,1999 / 10 / 01,1999 / 10/3
It records the purchase date of 1,1999 / 12/15 ”, the number of purchases of“ 5 ”, and the amount of money, and the customer of“ AQW556CXLK098MLC ”
Corresponding to the ID, the purchase title name of "Introduction to Gardening, ○○ Gardening", the purchase date of "1999/09/15, 1999/11/30", the number of purchases of "2", and the amount are recorded. , Corresponding to the customer ID of "POKLASS97655TQAW",
The purchase title name of "Fishing XX", the purchase date of "1999/10/05", the number of purchases of "1", and the amount of money are recorded.

Next, with reference to FIG. 20, a user information storage process executed by the server 11 of the customer site 1 will be described.

In step S1, the input / output management program 147 determines whether or not an input signal is received from the digital mobile phone 6 via the communication unit 128, and repeatedly executes the determination process until the input signal is received.

If it is determined in step S1 that an input signal is received from the digital mobile phone 6, the process proceeds to step S2, and the input / output management program 147 supplies the input signal to the input analysis program 141. The input analysis program 141 analyzes the supplied input signal,
If it is determined whether or not the input is related to user registration, and if it is determined that the input is related to user registration, then step S3
Then, the user registration program 142 is activated to execute the user registration process.

Details of the user registration process will be described with reference to the flowchart of FIG.

First, the user of the digital mobile phone 6
The operation key 81 is used to input the URL described in the postcard for user registration attached to the purchased product. The main control unit 101 transmits a signal indicating an operation input by the user to the customer site 1 via the antenna 71 and the network 5 and executes communication processing. Once the communication process is established,
The main control unit 101 is a compact HTML corresponding to the top page of the server from the server 11 of the customer site 1.
(Hyper Text Markup Language) file is received and LC
For example, the menu screen as shown in FIG. 22 is displayed on the liquid crystal display 75 via the D control unit 106.

On the menu screen shown in FIG. 22, the user can select "user registration", "upgrade",
Items such as "Service", "Repair", and "Contact" are displayed. When the user selects the "user registration" item using the operation keys 81 or the jog dial 84, the main control unit 101 receives a new compact HTML file by transmitting an input signal from the user to the customer site 1. Then, for example, a user registration screen as shown in FIG. 23 is displayed on the liquid crystal display 75.

On the user registration screen shown in FIG. 23, "customer ID present" and "customer ID" selectable by the user are displayed.
No item is displayed. The user who has already obtained the customer ID selects the item “customer ID exists”, and the main control unit 101 displays the screen as shown in FIG. 24 on the liquid crystal display based on the input signal from the user. 75.

On the user registration screen shown in FIG. 24, the "customer ID" and the "password" that the user can enter are displayed.
Is displayed. When the user uses the operation keys 81 or the jog dial 84 to input the customer ID and password that have already been acquired and selects the button labeled “Next”, the main control unit 101 causes the input from the user. Based on the signal, for example, a screen as shown in FIG. 25 is displayed on the liquid crystal display 75.

On the user registration screen shown in FIG. 25, items of "registered product ID" and "purchase date" that can be entered by the user are displayed. The user uses the operation keys 81 or the jog dial 84 to input the registered product ID of the purchased product and the purchase date described on the postcard for user registration, and selects the button labeled "Registration". Then, the main control unit 101 transmits an input signal from the user to the customer site 1.

On the other hand, in the case of a user who has not yet obtained a customer ID, select the item “No customer ID” on the user registration screen shown in FIG. 23 and display a user registration screen (not shown) on the liquid crystal display 75. , Next, in order to be able to perform user registration of the product only with the customer ID next time, predetermined user information (for example, name, address, telephone number, date of birth, mail address, preference information, etc.)
25. When the user inputs the registered product ID on the user registration screen shown in FIG. 25 and selects the button labeled “Register”, the main control unit 101 sends an input signal from the user to the customer site 1. Send.

Then, in step S21 of FIG. 21, the user registration program 142 determines from the input signal of the digital portable telephone 6 supplied from the input / output management program 147 whether or not the customer ID is input,
If it is determined that the customer ID has been input, step S
In step 22, the user is authenticated based on the customer ID and the password transmitted together with the customer ID.

In step S23, the user registration program 142 determines in step S22 whether or not the user authentication has succeeded. If it is determined that the user authentication has not succeeded, the process proceeds to step S24, and the authentication fails. The digital mobile phone 6 is notified of the fact.

For example, an electronic mail in which a message such as “Customer ID is not registered or the entered ID or password is incorrect” is sent to the digital mobile phone 6. As a result, the user of the digital mobile phone 6 receiving the message is
You can redo the input. Then the process is
Returning to step S21, the above-described processing is repeatedly executed.

If it is determined in step S23 that the user authentication is successful, the process proceeds to step S26.

At step S21, the customer
If it is determined that the ID has not been input, step S25
Then, the user registration program 142 issues a customer ID to the digital mobile phone 6, and proceeds to step S26.

After the processing of step S23 or S25,
In step S26, the user registration program 142
Starts the database update program 144 based on the input signal (registration information) of the digital mobile phone 6 supplied from the input / output management program 147 to update the database.

For example, the customer of "9MAZDF73LB19CQP7"
When the registered product ID of “** 2002” and the purchase date of “2000/01/15” are sent from the user with the ID, the customer ID of “9MAZDF73LB19CQP7” in the customer basic information database 41 is recorded. In the area (the fourth area in the example of FIG. 8), the registered product ID and the registration date are recorded, and the already recorded classification group (the user group D in the example of FIG. 8) is updated. To be done. In addition, the customer of “9MAZDF73LB19CQP7” in the purchase history database 42
In the area where the ID is recorded (the fourth area in the example of FIG. 9), the purchased product name and the purchase date are recorded, and the already-recorded number of purchases and the amount of money are updated.

Further, for example, when the registered product ID “** 1001”, the purchase date “1999/07/10”, the customer information, and the preference information are transmitted from the user who does not have the customer ID, A customer ID of "34JK9RA8172FNSSP" is issued to the user, and the registration information is recorded in a predetermined area (first area in the example of FIG. 8) of the customer basic information database 41 and corresponding The classification group (user group A in the example of FIG. 8) to be recorded is recorded. Further, a customer ID, a purchased product name, a purchase date, the number of purchases, and an amount of money are recorded in a predetermined area (first area in the example of FIG. 9) of the purchase history database 42.

In step S27, the user registration program 142, after updating the database, activates the service automatic distribution program 146 to notify the completion of registration.

For example, as shown in FIG. 26, the user who has the customer ID says, "Product registration has been completed.
Thank you very much. An electronic mail in which a message such as “” is described is delivered and displayed on the liquid crystal display 75 of the digital mobile phone 6. If necessary, information about new products will also be delivered at the same time. Thereby, the user can know that the user registration of the purchased product is completed.

On the other hand, for a user who does not have a customer ID,
As shown in Fig. 27, a message such as "Product registration is completed. Your customer ID is ****, please use your customer ID when you register your company's product next time." The described e-mail is distributed and displayed on the liquid crystal display 75 of the digital mobile phone 6. As a result, the user who has obtained the customer ID can complete the user registration of the XX company product for the second time and thereafter with a simple procedure.

After the processing of step S27 ends, the processing returns to step S3 of FIG. If the input analysis program 141 determines in step S2 that the input is not related to user registration, the input analysis program 141 determines whether the input is related to an upgrade request, and determines that the input is related to an upgrade request. The process proceeds to step S5, the service center notification program 145 is activated, and the upgrade process is executed.

Details of the upgrade process will be described below with reference to the flowchart in FIG.

First, the user of the digital mobile phone 6
The operation key 81 or the jog dial 84 is used to execute an operation for accessing the customer site 1. The main control unit 101 transmits a signal indicating an operation input by the user to the customer site 1 via the antenna 71 and the network 5 and executes communication processing. When the communication processing is established, the main control unit 101 causes the server 11 of the customer site 1 to
The compact HTML file corresponding to the top page of the server is received, and the menu screen shown in FIG. 22 is displayed on the liquid crystal display 75.

When the user selects the "upgrade" item using the operation keys 81 or the jog dial 84, the main control section 101 sends an input signal from the user to the customer site 1 to create a new compact.
The HTML file is received and, for example, an upgrade screen as shown in FIG. 29 is displayed on the liquid crystal display 75.

On the upgrade screen shown in FIG. 29, "customer ID", "password", which the user can enter,
And items such as "Product ID" are displayed. The user uses the operation keys 81 or the jog dial 84 to input the customer ID, password, and product ID of the product to be upgraded, which have already been acquired,
When the button labeled "Register" is selected, the main controller 10
1 transmits an input signal from the user to the customer site 1.

Then, in step S41 of FIG. 28, the service center notification program 145 authenticates the user from the customer ID, password, and product ID included in the input signal of the digital mobile phone 6 supplied from the input / output management program 147. To do.

In step S42, the service center notification program 145 determines in step S41 whether or not the user authentication has succeeded. If it is determined that the user authentication has not succeeded, the service center notification program 145 proceeds to step S43 to perform the authentication. The digital mobile phone 6 is notified of the failure.

[0149] For example, an electronic mail in which a message such as "Customer ID is not registered, registered product ID is not registered, entered ID or password is wrong" is displayed on the digital portable telephone 6 Sent to. As a result, the user of the digital mobile phone 6 that has received the message can redo the input. After that, the process returns to step S41, and the above-described process is repeatedly executed.

If it is determined in step S42 that the user authentication is successful, the process proceeds to step S44, in which the service center notification program 145 receives the input signal (upgrade request) of the digital portable telephone 6 supplied from the input / output management program 147. In response to this, the service center 4 is notified to that effect.

The service center 4 identifies the equipment to be upgraded from the product ID notified from the customer site 1 and, based on the customer information, a CD-recording the program for the upgrade to the user who made the upgrade request. Deliver ROM (Compact Disc-Read Only Memory). If the user owns a personal computer capable of downloading the upgrade program, the service center 4 delivers the upgrade program online to the user terminal via the network 5. You may do it.

In step S45, the service center notification program 145 causes the input / output management program 147.
The database update program 144 is started based on the input signal (upgrade request) of the digital mobile phone 6 supplied from the computer, and the database is updated.

For example, the customer of "34JK9RA8172FNSSP"
When the product ID “** 1001” is transmitted from the user having the ID, the service center notification program 145 requests the service center 4 to perform the upgrade procedure of the product corresponding to the product ID. Then, the customer ID, the upgrade name, the upgrade date, and the number of upgrades are recorded in a predetermined area (first area in the example of FIG. 12) of the upgrade history database 44.

At step S46, the service center notification program 145 activates the service automatic distribution program 146 after updating the database, and notifies the completion of registration.

For example, as shown in FIG. 30, an electronic mail in which a message such as “The upgrade procedure has been completed. Thank you.” Was delivered and displayed on the liquid crystal display 75 of the digital mobile phone 6. It If necessary, information about new products will also be delivered at the same time. This allows the user to know that the upgrade procedure has been completed.

After the processing of step S46 is completed, the processing returns to step S5 of FIG. When it is determined in step S4 that the input is not related to the upgrade request, the process proceeds to step S6, where the input analysis program 141 determines whether or not the input is related to service use, and it is determined that the input is related to service use. The process proceeds to step S7, the service center notification program 145 is activated, and the service providing process is executed.

Details of the service providing process will be described with reference to the flowchart of FIG.

First, the digital mobile phone 6 executes communication processing with the customer site 1 via the network 5 based on the user's operation. When the communication processing is established, the main control unit 101 causes the server 11 of the customer site 1 to
The compact HTML file corresponding to the top page of the server is received, and the menu screen shown in FIG. 22 is displayed on the liquid crystal display 75.

When the user selects the "service" item using the operation keys 81 or the jog dial 84, the main control unit 101 sends an input signal from the user to the customer site 1 to generate a new compact HTML.
The file is received and, for example, a login screen as shown in FIG. 32 is displayed on the liquid crystal display 75.

On the login screen shown in FIG. 32, items of "customer ID" and "password" that can be entered by the user are displayed. When the user uses the operation keys 81 or the jog dial 84 to input the already acquired customer ID and password and selects the button labeled "login," the main control unit 101 causes the input signal from the user. To the customer site 1.

Then, in step S51 of FIG. 31, the service center notification program 145 determines that the customer ID included in the input signal of the digital portable telephone 6 supplied from the input / output management program 147 and the customer ID.
Authenticate the user from the password sent with.

In step S52, the service center notification program 145 determines in step S51 whether or not the user authentication is successful. If it is determined that the user authentication is not successful, the service center notification program 145 proceeds to step S53 to perform the authentication. The digital mobile phone 6 is notified of the failure.

For example, an electronic mail in which a message such as “The entered customer ID is not registered or the entered ID or password is incorrect” is transmitted to the digital mobile phone 6. This allows
The user of the digital mobile phone 6 having received the message can redo the input. After that, the process returns to step S51, and the above-described process is repeatedly executed.

When it is determined in step S52 that the user authentication is successful, the process proceeds to step S54, and the service center notification program 145 sends the input signal (login) of the digital mobile phone 6 supplied from the input / output management program 147. Receiving and to that effect Service Center 4
To notify.

[0165] The service center 4, based on the customer information notified from the customer site 1, provides the logged-in user with a compact service menu corresponding to the service use menu.
Send the HTML file. The main control unit 101 of the digital mobile phone 6 that has received this compact HTML file
For example, the service screen as shown in FIG. 33 is displayed on the liquid crystal display 75.

On the service screen shown in FIG. 33, items such as “message card transmission”, “online album”, and “ΔΔΔ gallery” that can be selected by the user are displayed. When the user uses the operation keys 81 or the jog dial 84 to select the item “message card transmission”, the main control unit 101 transmits an input signal from the user to the customer site 1.

In step S54, the service center 4 receives the service use request from the user of the digital mobile phone 6, provides the service desired by the user (in this case, "send message card"), and then the customer site. 1 is notified of the user's browsing history.

At step S55, the service center notification program 145 activates the database update program 144 based on the service usage contents (browsing history) notified from the service center 4 to update the database.

For example, the customer of "34JK9RA8172FNSSP"
When the service of "send message card" is used by the user with the ID, the area in which the customer ID of "34JK9RA8172FNSSP" of the service usage history database 45 is recorded (the first area in the example of FIG. 13) Includes the details of service usage, the date of the last usage of the service,
And the number of uses is recorded.

After the processing of step S55 ends, the processing returns to step S7 of FIG. When it is determined in step S6 that the input is not related to service use, the process proceeds to step S8, in which the input analysis program 141 determines whether or not the input is related to the repair request, and it is determined that the input is related to the repair request. , Proceeds to step S9, service center notification program 145
To start the repair arrangement process.

Here, the details of the repair arrangement process will be described with reference to the flowchart in FIG.

First, the digital mobile phone 6 executes communication processing with the customer site 1 via the network 5 based on a user operation. When the communication processing is established, the main control unit 101 causes the server 11 of the customer site 1 to
The compact HTML file corresponding to the top page of the server is received, and the menu screen shown in FIG. 22 is displayed on the liquid crystal display 75.

When the user selects the item "repair" using the operation keys 81 or the jog dial 84, the main control section 101 sends an input signal from the user to the customer site 1 to create a new compact HTML file. Is received and, for example, a repair request screen as shown in FIG. 35 is displayed on the liquid crystal display 75.

On the repair request screen shown in FIG. 35, items such as "customer ID", "password", and "product ID" that can be entered by the user are displayed. When the user uses the operation keys 81 or the jog dial 84 to enter the customer ID, password, and product ID of the product for which repair is requested, and selects the button labeled “Next”. The main control unit 101 causes the liquid crystal display 75 to display a screen as shown in FIG. 36, for example, based on an input signal from the user.

On the repair request screen shown in FIG. 36, an input area for inputting the details of the failure of the product for which repair is requested is displayed. When the user uses the operation keys 81 or the jog dial 84 to input the details of the failure and selects the button labeled "Send", the main control unit 101
Transmits an input signal from the user to customer site 1.

Then, in step S61 of FIG. 34, the service center notification program 145 uses the customer ID, password, and product ID included in the input signal of the digital mobile phone 6 supplied from the input / output management program 147 to perform user authentication. To do.

In step S62, the service center notification program 145 determines in step S61 whether or not user authentication has succeeded. If it is determined that user authentication has not succeeded, the service center notification program 145 proceeds to step S63 and performs authentication. The digital mobile phone 6 is notified of the failure.

[0178] For example, an electronic mail in which a message such as "Customer ID is not registered, registered product ID is not registered, or input ID or password is wrong" is displayed on the digital mobile phone 6 Sent to. As a result, the user of the digital mobile phone 6 that has received the message can redo the input. After that, the process returns to step S61, and the above-described process is repeatedly executed.

When it is determined in step S62 that the user authentication is successful, the process proceeds to step S64, and the service center notification program 145 receives the input signal (repair request) of the digital mobile phone 6 supplied from the input / output management program 147. In response to that, the service center 4
To notify.

The service center 4 identifies the equipment to be repaired from the product ID notified from the customer site 1, and arranges a service person for the user who has made a repair request based on the customer information. If it is possible to respond without arranging a service person, a specialized operator may respond by telephone based on the content of the repair request.

In step S65, the service center notification program 145 causes the input / output management program 147 to operate.
The database update program 144 is activated based on the input signal (content of failure) of the digital mobile phone 6 supplied from the service provider and the repair arrangement completion notification from the service center 4 to update the database.

For example, the customer of "6PQD00NK8WV627JK"
When the repair content of “display defect” and the product ID of “** 2001” are sent from the user having the ID, the service center notification program 145 repairs the product corresponding to the product ID. , Request to the service center 4.
Then, a predetermined area of the repair history database 47 (see FIG.
In the case of the example of 5, the customer ID, the repair content, the repair completion date, and the repair frequency are recorded in the first area).

In step S66, the service center notification program 145 activates the service automatic distribution program 146 after updating the database to notify the completion of the procedure.

For example, as shown in FIG. 37, "A repair request has been accepted. Later, from the service center,
I will contact you. An electronic mail in which a message such as “” is described is delivered and displayed on the liquid crystal display 75 of the digital mobile phone 6. This allows the user to know that the repair request has been completed.

After the processing of step S66 is completed, the processing returns to step S9 of FIG. When it is determined in step S8 that the input is not related to the repair request, the process proceeds to step S10, and the input analysis program 141 activates the service center notification program 145 and executes the response process.

Details of the response process will be described below with reference to the flowchart of FIG.

First, the digital mobile phone 6 executes communication processing with the customer site 1 via the network 5 based on the user's operation. When the communication processing is established, the main control unit 101 causes the server 11 of the customer site 1 to
The compact HTML file corresponding to the top page of the server is received, and the menu screen shown in FIG. 22 is displayed on the liquid crystal display 75.

When the user selects the "inquiry" item using the operation keys 81 or the jog dial 84, the main control unit 101 sends an input signal from the user to the customer site 1 to generate a new compact HTML.
The file is received and, for example, an inquiry screen as shown in FIG. 39 is displayed on the liquid crystal display 75.

On the inquiry screen shown in FIG. 39, items such as "customer ID", "password", and "content" that can be entered by the user are displayed. When the user uses the operation keys 81 or the jog dial 84 to input the customer ID, password, and inquiry details that have already been acquired, and selects the button labeled “Send”, the main control unit 101 The input signal from the user is transmitted to the customer site 1.

Then, in step S71 of FIG. 38, the service center notification program 145 determines that the customer ID included in the input signal of the digital portable telephone 6 supplied from the input / output management program 147 and the customer ID.
Authenticate the user from the password sent with.

In step S72, the service center notification program 145 determines in step S71 whether or not the user authentication has succeeded. If it is determined that the user authentication has not succeeded, the service center notification program 145 proceeds to step S73 to perform the authentication. The digital mobile phone 6 is notified of the failure.

For example, an electronic mail in which a message such as “The entered customer ID is not registered or the entered ID or password is incorrect” is transmitted to the digital mobile phone 6. This allows
The user of the digital mobile phone 6 having received the message can redo the input. After that, the process returns to step S71, and the above-described process is repeatedly executed.

When it is determined in step S72 that the user authentication is successful, the process proceeds to step S74, and the service center notification program 145 determines whether the inquiry from the user of the digital mobile phone 6 is an inquiry content that can be immediately responded to. If it is determined that the inquiry contents can be answered immediately, it is determined in step S75.
Go to and respond to inquiries.

If it is determined in step S74 that the inquiry contents cannot be answered immediately, the process proceeds to step S76 and the service center notification program 145 is executed.
Notifies the service center 4 of the inquiry content. The service center 4 selects an appropriate answer based on the inquiry content notified from the customer site 1, and notifies the customer site 1 of the answer.

In step S77, the service center notification program 145 acquires an answer to the inquiry content from the service center 4 and responds (transmits) it to the digital mobile phone 6.

After the processing in step S75 or step S77, in step S78, the service center notification program 145 receives the input signal (inquiry content) of the digital portable telephone 6 supplied from the input / output management program 147 and the response to the inquiry. Based on the above, the database update program 144 is activated to update the database.

For example, the customer of "34JK9RA8172FNSSP"
When an inquiry is made from a user having an ID, a customer ID, inquiry content, last inquiry date, and the number of inquiries are stored in a predetermined area (first area in the example of FIG. 14) of the inquiry history database 46. Will be recorded.

As described above, when the customer site 1 is accessed from the digital mobile phone 6, the customer database 12 is stored in the customer database 12 based on the access contents (user registration, upgrade request, service use, repair request, various inquiries, etc.). Stores various kinds of information about the user. Then, each time the information is accumulated, the users are segmented according to the user group classification (FIG. 9). As a result, the customer image for each user is clarified, and as will be described later, it is possible to provide services that match the owned (purchased) products and preferences of the user.

In the above, the information input by the user is transmitted from the digital portable telephone 6 to the customer site 1 via the network 5, and the information is sequentially accumulated in the customer database 12 by the server 11, but of course,
The administrator of the customer site 1 who receives the user information sent by using postal matter such as a postcard is
Enter the user information using 26, customer database 1
It is also possible to store it in 2.

[0200] Next, with reference to the flowchart in Fig. 40, the service automatic distribution processing executed by the server 11 of the customer site 1 will be described.

In step S91, the search program 143 refers to the customer basic information database 41 to search for a user who has passed a predetermined period (for example, one month) from the product registration, and in step S92, today is the birthday. Search for users.

That is, the customer basic information database 41
It is searched whether or not there is a user who has passed a predetermined period from the registration date recorded in, and whether or not there is a user whose birthday is today from the date of birth contained in the customer information.

In step S93, the search program 143 determines whether or not there is a corresponding user (a user whose predetermined period has elapsed since product registration or a user whose birthday is today) as a result of the search processing in step S91 or S92. If it is determined that there is a corresponding user, step S94.
Then, the corresponding service is read from the service content database 13 and transmitted to the digital mobile phone 6 owned by the user.

For example, the service content database 13 (FIG. 16) is provided to users who have passed a predetermined period since product registration.
The corresponding service (not shown) is read out from FIG.
As shown in 1, "The PC you purchased the other day △△△
Used to using? We will guide you through the workshop on how to use the PC △△△. URL with detailed information about the course (http://www.aaa.co
An e-mail in which m /) is described is distributed and displayed on the liquid crystal display 75 of the digital mobile phone 6. Also,
If necessary, information about PC △△△ accessory products will also be distributed at the same time.

For example, for a user whose birthday is today,
“Service P” is read from the service content database 13 (FIG. 16), and as shown in FIG. 42, “Congratulations on your birthday. For one month from today, as a birthday campaign, XX company products. If you purchase, you will get a XX% discount. ”An e-mail with a message written such as is delivered and displayed on the liquid crystal display 75 of the digital mobile phone 6.

As described above, the server 11 can provide the service that the user wants to know at present and the service that matches the user's event (in this case, birthday).

Returning to the explanation of FIG. When it is determined in step S93 that there is no corresponding user (a user whose predetermined period has elapsed since product registration or a user whose birthday is today), the process of step S94 is skipped and the process proceeds to step S95.

In step S95, the search program 143 determines whether or not a predetermined period (for example, one week) has elapsed. If it is determined that the predetermined period has not elapsed, the search program 143 returns to step S91, and The performed process is repeatedly executed.

[0209] If it is determined in step S95 that the predetermined period has elapsed, the process proceeds to step S96, and the search program 143 sets a search key and searches for the corresponding user.

That is, the search program 143 prepares a table of a plurality of search keys in advance, and the search keys arbitrarily extracted from the table or the input unit 126 is operated by the administrator of the server 11. A corresponding user is searched from the customer database 12 based on the input search key.

In step S97, the search program 143 determines whether or not there is a corresponding user (user corresponding to the search key) as a result of the search processing in step S96. If it is determined that there is the corresponding user, step S98.
Then, the corresponding service is read from the service content database 13 and transmitted to the digital mobile phone 6 owned by the user.

For example, "outdoor or travel, and
When the group A, C or F "is set as the search key and the user corresponding to the search key is searched," service Q "is read from the service content database 13 (Fig. 16) and is shown in Fig. 43. As described above, the URL (http://www.bbb.com/) where the detailed information of the product exists is described along with a message such as "I would like to introduce you to DSC ○○○ that is perfect for you who are an outdoor person." The email is delivered and displayed on the liquid crystal display 75 of the digital mobile phone 6.

[0213] Further, for example, "the number of repairs is 3 times or more" is set as the search key, and the user ("9M
When a user having a customer ID of “AZDF73LB19CQP7” is searched, the corresponding service (not shown) is read from the service content database 13 (FIG. 16), and FIG.
As shown in, a message such as "Isn't there a bad start-up of PC □□□. If there is a problem, please contact the following." And the URL of the contact (http: The email describing //www.ccc.com/) is distributed and displayed on the liquid crystal display 75 of the digital mobile phone 6.

As described above, the server 11 can provide a service that the user is likely to be interested in, or can provide careful aftercare.

Returning to the explanation of FIG. When it is determined in step S97 that there is no corresponding user, the process of step S98 is skipped and the process proceeds to step S99.

In step S99, the search program 143 reads out the service corresponding to each user group from the service content database 13 and sends it to the digital mobile phone 6 owned by the user.

For example, a user corresponding to "user group A" (a user having a customer ID of "34JK9RA8172FNSSP") reads "service A" from the service content database 13 (FIG. 16), and FIG. As shown, the URL (http://www.ddd.com/, http: / where the detailed information exists along with a message such as "PC △△△ Upgrade Information, XX Company Product Information" /www.e
An e-mail in which "ee.com/) is described is distributed and displayed on the liquid crystal display 75 of the digital mobile phone 6.

After the processing of step S99 ends, the processing returns to step S91, and the above-mentioned processing is repeatedly executed.

As described above, the customer site 1 extracts a user who meets a predetermined condition from various information regarding the user recorded in the customer database 12, and selects the user as a product owned by the user, a taste, an event, or the like. We can provide matched services.

The information recorded in each database described above is merely an example, and various other information is recorded. For example, the customer response rate is aggregated from the response rate of the questionnaire arbitrarily conducted to the user to whom the customer ID is issued and the access rate to the URL attached to the delivered service, and the result is stored in the customer database 12. It may be recorded.

In the above, the customer site 1 extracts users who meet predetermined conditions from various information on users recorded in the customer database 12 and provides in-house services such as product guidance to the users. However, not limited to this, for example, the service requested by the company 2 can be provided to the user who matches the service.

Next, with reference to the flow chart of FIG. 46, the distribution process of the service requested by another company and executed by the server 11 of the customer site 1 will be described. Here, it is assumed that the customer site 1 receives the travel agency service agency from the company 2.

[0223] In step S111, the input analysis program 141 determines whether or not an input signal relating to a service request has been received from the company 2 via the input / output management program 147, and a determination process is performed until a service request is received from the company 2. Execute repeatedly.

If it is determined in step S111 that the service request has been received from the company 2, step S112
Then, the input analysis program 141 activates the search program 143 and executes the process of searching for the corresponding user. The search program 143 sets a search key based on the content of the service request from the company 2. Step S
In 113, the search program 143 is step S
Based on the search key set in the process of 112, the corresponding user is searched from the customer database 12.

For example, when the service request from the company 2 is the guidance of “Circle tour”, the search key is set to “travel”, and the customer database 12
User corresponding to the search key (“34JK9RA8172FNSSP”
And the user with the customer ID "7QYML09KBB3XZ188" is searched.

In step S114, the search program 143 determines whether or not there is a corresponding user (user corresponding to the search key) as a result of the search processing in step S113. If it is determined that there is a corresponding user, step S1
In step 15, the service automatic distribution program 146 is activated, and the service requested by the company 2 is transmitted.

For example, as shown in FIG. 47, with respect to the user corresponding to the "travel" search key, with a message such as "I will guide you who like to travel, a tour tour around ○ △ □", URL where the travel guide exists (h
An electronic mail in which "ttp: //www.fff.com/" is described is distributed and displayed on the liquid crystal display 75 of the digital mobile phone 6.

[0228] In step S116, the search program 143 determines whether or not there is a reply (reaction) from the user who has delivered the service, and when it is determined that there has been a reply from the user who has delivered the service, step S117.
Then, the search program 143 notifies the company 2 that there is a user who has made a reply, and determines the next action.

[0229] For example, the customer site 1 accepts the reservation for the "○ △ □ tour" on behalf of the company 2 or introduces the user who has received a reply to the company 2 according to the contract contents with the company 2. To do.

If it is determined in step S114 that there is no corresponding user, the process proceeds to step S118, and the search program 143 notifies the company 2 that the user corresponding to the requested service could not be searched. , Determine the next action.

For example, the customer site 1 sets the search key to “DSC” and searches for the user again, or sends the service requested by the company 2 to all the users.

[0232] As described above, the customer site 1 is the company 2
It is possible to search for a user who seems to be interested in the travel guidance service requested by and to provide the service to the searched user.

Further, the customer site 1 can not only provide the service requested by another company, but can also request the service delivery to another company.

Next, the case of requesting the product guidance service from the customer site 1 to the company 3 will be described. Before that, the process of accumulating user information executed by the company 3 will be described with reference to the flowchart of FIG. To do. In addition,
Basically, this is the same as the user information storage processing executed by the customer site 1 described with reference to FIG. 20, and a brief description will be given here.

In step S131, the server 31 of the company 3 determines whether or not there is a purchase request for a predetermined book from the digital mobile phone 6, and repeatedly executes the determination process until there is a purchase request for the predetermined book.

If it is determined in step S131 that a purchase request for the predetermined book has been made, the process proceeds to step S132, in which the server 31 determines from the purchase request signal whether or not the customer ID has been input, and the customer ID If it is determined that there is an input, the process proceeds to step S133 and the customer
User authentication is performed from the ID and the password sent with the customer ID.

In step S134, the server 31
Determines in step S133 whether or not the user authentication has succeeded. If it is determined that the user authentication has not succeeded, the process advances to step S135 to notify the digital mobile phone 6 that the authentication has failed. After that, the process returns to step S131, and the above-described process is repeatedly executed.

If it is determined in step S134 that the user authentication has succeeded, the process proceeds to step S137.

If it is determined in step S132 that the customer ID has not been input, step S1
Proceeding to 36, the server 31 issues a customer ID to the digital mobile phone 6, and proceeds to step S137.

After the processing of step S134 or S136, the server 31 updates the database in step S137 based on the purchase information from the digital mobile phone 6.

For example, when a book having a purchase title name of "○ Childcare" is purchased by a user having a customer ID of "ZLP902YW254VN001Q", the customer history database 52
In the area in which the customer ID of “ZLP902YW254VN001Q” is recorded (the first area in the example of FIG. 19), the purchase title name and purchase date are recorded, and the number of purchases and the amount of money already recorded are recorded. Will be updated.

[0242] For example, if a user who does not have a customer ID purchases a book having a purchase title name of "Fishing XX", the user is requested to "P0KLASS97655TQ".
The customer ID "AW" is issued, and the registration date, customer information, and preference information are recorded in a predetermined area (the fourth area in the example of FIG. 18) of the customer basic information database 51. A customer ID, a purchase title name, a purchase date, the number of purchases, and an amount of money are recorded in a predetermined area (the fourth area in the example of FIG. 19) of the history database 52.

In step S138, the server 31
Notifies the digital mobile phone 5 of the completion of the procedure.

As described above, when a book is purchased online from the digital mobile phone 6, various information about the user is stored in the customer database 32 of the company 3 based on the purchase information.

Next, referring again to the flowchart of FIG. 46, the distribution process of the service requested by the customer site 1 and executed by the company 3 will be described, but the description thereof will be omitted as appropriate.

In step S111, the server 31 of the company 3 determines whether or not it has received an input signal relating to the service request from the customer site 1, and repeatedly executes the determination process until receiving the service request from the customer site 1.

If it is determined in step S111 that a service request has been received from the customer site 1, the process proceeds to step S112, in which the server 31 sets a search key based on the service request content from the customer site 1, and step S113. At, the user database 32 is searched for a corresponding user based on the set search key.

For example, when the service request content from the customer site 1 is a guide about “DSC new product”, the search key is set to “travel, car, outdoor, or parenting”, and the customer database 32 is selected. , The user corresponding to the search key (user having the customer ID “ZLP902YW254VN001Q”) is searched.

In step S114, the server 31
Determines whether or not there is a corresponding user as a result of the search processing in step S113, and when determining that there is a corresponding user, proceeds to step S115 and transmits the service requested by the customer site 1.

[0250] For example, as shown in Fig. 49, the user corresponding to the "parenting" search key is provided with a travel guide along with a message "Do you want to take a picture of your child with a digital camera?" URL (http: //
An electronic mail describing www.ggg.com/) is delivered and displayed on the liquid crystal display 75 of the digital mobile phone 6.

As described above, the company 3 has the customer site 1
It is possible to search for a user who seems to be interested in the service of the new DSC product requested by and to provide the service to the searched user.

As described above, the customer site 1 can clarify the customer image from the various user information accumulated in the customer database 12 and provide the service matching the user. Further, the customer site 1 can hold the user by providing a service that is attractive to the user every predetermined period.

The series of processes described above can be executed by hardware, but can also be executed by software. When a series of processes is executed by software, a program that constitutes the software can execute various functions by installing a computer in which dedicated hardware is installed or various programs. It is installed from a recording medium into a possible personal computer such as a general-purpose computer.

As shown in FIG. 7, a recording medium for recording a program installed in a computer and put into a state executable by the computer is a magnetic disk 131 (including a flexible disk), an optical disk 132 (CD-ROM, A DVD (including Digital Versatile Disc)), a magneto-optical disc 133 (including MD (Mini-Disc) (registered trademark)), a package medium including a semiconductor memory 134, or a program for temporarily or permanently recording The flash ROM and the hard disk drive 129 are used. The recording of the program in the recording medium may be performed via a public line network, a local area network, a network 5 such as the Internet, a digital satellite broadcast, or the like, via a cable such as a public line network, a local area network, or the Internet via an interface such as a communication unit 128 such as a router or a modem as necessary. It is performed using a wireless communication medium.

In the present specification, the steps for describing the program recorded on the recording medium are not limited to the processing performed in time series in the order described, but are not necessarily performed in time series. It also includes processing executed in parallel or individually.

In this specification, the system means
It represents the entire apparatus composed of a plurality of devices.

[0257]

According to the information processing system of the present invention, the information providing apparatus accumulates user information about the user of the information processing apparatus, and when new information is transmitted from the information processing apparatus, the information is accumulated. The user information is updated, a user who meets a predetermined condition is searched based on the accumulated user information, and a service is provided to the information processing device owned by the user based on the search result. ,
Since the user information is transmitted to the information providing device and the service provided from the information providing device is acquired, it is possible to clarify the customer image and provide the service that matches the customer.

Further, the information providing apparatus and method of the present invention,
According to the program, the user information about the user of the information processing apparatus is accumulated, and when new information is transmitted from the information processing apparatus, the accumulated user information is updated and based on the accumulated user information. By searching for users who meet predetermined conditions and providing services to the information processing devices owned by the users based on the search results, it is possible to clarify the customer image and provide services that match the customers. Can be provided.

[Brief description of drawings]

FIG. 1 is a block diagram showing a configuration example of a customer relation system to which the present invention is applied.

FIG. 2 is a block diagram showing a configuration example of a customer database of the customer site of FIG.

FIG. 3 is a block diagram showing a configuration example of a customer database of the company of FIG.

FIG. 4 is a diagram showing an example of an external configuration of the digital mobile phone of FIG.

5 is a diagram showing a configuration example of an appearance of a display unit of the digital mobile phone of FIG.

6 is a block diagram showing an internal configuration example of the digital mobile phone of FIG. 1. FIG.

FIG. 7 is a block diagram showing a configuration example of the server of FIG.

FIG. 8 is a diagram showing an example of information recorded in a customer basic information database.

FIG. 9 is a diagram illustrating user classification groups.

FIG. 10 is a diagram showing an example of information recorded in a purchase history database.

FIG. 11 is a diagram showing an example of information recorded in an accessory purchase history database.

FIG. 12 is a diagram showing an example of information recorded in an upgrade history database.

FIG. 13 is a diagram showing an example of information recorded in a service usage history database.

FIG. 14 is a diagram showing an example of information recorded in an inquiry history database.

FIG. 15 is a diagram showing an example of information recorded in a repair history database.

FIG. 16 is a diagram showing an example of information recorded in a service content database.

FIG. 17 is a block diagram illustrating functions of the server of the customer site in FIG. 1.

FIG. 18 shows an example of information recorded in the customer basic information database.

FIG. 19 is a diagram showing an example of information recorded in a purchase history database.

FIG. 20 is a flowchart illustrating a user information storage process executed by a customer site server.

FIG. 21 is a flowchart illustrating details of user registration processing in step S3 of FIG.

FIG. 22 is a diagram showing a display example of a menu screen.

FIG. 23 is a diagram showing a display example of a user registration screen.

FIG. 24 is a diagram showing another display example of the user registration screen.

FIG. 25 is a diagram showing another display example of the user registration screen.

FIG. 26 is a diagram showing an example of an electronic mail.

FIG. 27 is a diagram showing another example of an electronic mail.

FIG. 28 is a flowchart illustrating the details of the upgrade process of step S5 of FIG.

FIG. 29 is a diagram showing a display example of an upgrade screen.

FIG. 30 is a diagram showing an example of an electronic mail.

FIG. 31 is a flowchart illustrating details of service providing processing in step S7 of FIG.

FIG. 32 is a diagram showing a display example of a login screen.

FIG. 33 is a diagram showing a display example of a service screen.

FIG. 34 is a flowchart illustrating details of repair arrangement processing in step S9 in FIG.

FIG. 35 is a diagram showing a display example of a repair request screen.

FIG. 36 is a diagram showing another display example of the repair request screen.

FIG. 37 is a diagram showing an example of an electronic mail.

FIG. 38 is a flowchart illustrating the response process of step S10 of FIG.

FIG. 39 is a diagram showing a display example of an inquiry screen.

FIG. 40 is a flowchart illustrating service automatic distribution processing executed by the server of the customer site.

FIG. 41 is a diagram showing an example of an electronic mail.

FIG. 42 is a diagram showing another example of an electronic mail.

FIG. 43 is a diagram showing another example of an electronic mail.

FIG. 44 is a diagram showing another example of an electronic mail.

FIG. 45 is a diagram showing another example of an electronic mail.

FIG. 46 is a flowchart illustrating a distribution process of a service requested by another company, which is executed by the server of the customer site.

FIG. 47 is a diagram showing an example of an electronic mail.

FIG. 48 is a flowchart illustrating a user information storage process executed by a company.

FIG. 49 is a diagram showing an example of an electronic mail.

[Explanation of symbols]

1 customer site, 2, 3 companies, 4 service center, 5 network, 6-1 to 6-N digital mobile phone, 11 server, 12 customer database, 13 service content database, 21
Personal computer, 31 server, 32 customer database, 33 service content database,
41 customer basic information database, 42 purchase history database, 43 accessory purchase history database, 44 upgrade history database, 45
Service usage history database, 46 inquiry history database, 47 repair history database,
51 customer basic information database, 52 purchase history database, 75 liquid crystal display, 81 operation keys, 84 jog dial, 101 main control unit,
121 CPU, 122 ROM, 123 RAM, 126
Input unit, 128 communication unit, 131 magnetic disk,
132 optical disk, 133 magneto-optical disk,
134 semiconductor memory, 141 input analysis program,
142 User Registration Program, 143 Search Program, 144 Database Update Program, 14
5 service center notification program, 146 service automatic distribution program

   ─────────────────────────────────────────────────── ─── Continued front page    (72) Inventor Yuji Kawada             4-7-35 Kita-Shinagawa, Shinagawa-ku, Tokyo Soni             -In System Design Co., Ltd. (72) Inventor Yuzo Chiba             6-735 Kita-Shinagawa, Shinagawa-ku, Tokyo Soni             -Inside the corporation F term (reference) 5B075 KK38 ND12 PQ02 PQ04 PQ05                       PQ66 PR03 UU24

Claims (11)

[Claims] 1. An information processing system comprising an information providing device that provides a service and an information processing device that obtains the service, wherein the information providing device includes a storage unit that stores user information about a user of the information processing device. When new information is transmitted from the information processing device, a predetermined value is updated based on the updating unit that updates the user information accumulated in the accumulating unit and the user information accumulated in the accumulating unit. Search means for searching a user corresponding to the condition of, and based on the search result by the search means, providing means for providing the service to the information processing device owned by the user, the information processing device, Transmitting means for transmitting the user information to the information providing device; and acquiring the service provided from the information providing device. The information processing system characterized in that it comprises an acquisition unit. 2. An information providing apparatus for providing a service to an information processing apparatus, wherein first information storage means for accumulating user information about a user of the information processing apparatus, and new information transmitted from the information processing apparatus. In this case, based on the updating means for updating the user information accumulated in the first accumulating means and the user information accumulated in the first accumulating means, a user corresponding to a predetermined condition is searched for. An information providing apparatus, comprising: a search unit that performs the service, and a providing unit that provides the service to the information processing apparatus owned by the user based on a search result by the search unit. 3. An issuer is further provided for issuing a unique customer ID to the user of the information processing apparatus, and the accumulator accumulates the user information based on the customer ID. The information providing device according to item 2. 4. The apparatus further comprises a classifying unit that classifies the user into a predetermined group based on the user information accumulated in the accumulating unit, and the providing unit provides the different service for each group. The information providing device according to claim 2, characterized in that: 5. A second accumulating means for accumulating the corresponding service for each of the predetermined conditions is further provided, and the providing means is provided when the user corresponding to the predetermined condition is searched by the searching means. The information providing apparatus according to claim 2, wherein the information is read out from the service stored in the second storage unit and provided to the information processing apparatus. 6. When another device requests to provide a predetermined service, based on the content of the predetermined service,
The search unit further includes a setting unit configured to set the predetermined condition, and the search unit searches the first storage unit for the user who satisfies the predetermined condition set by the setting unit. When the user is searched, the providing unit provides the information processing device owned by the user with the predetermined service requested by the other device. Information providing device described. 7. The user information includes a customer ID, a name,
The information according to claim 2, including information on an address, a telephone number, a date of birth, a taste, an email address, a product, an upgrade, a service use, an inquiry, or a repair request regarding the electronic device owned by the user. Providing device. 8. The information providing apparatus according to claim 2, wherein the service includes electronic mail. 9. An information providing method for an information providing apparatus, which provides a predetermined service to an information processing apparatus, comprising: a storage control step of controlling storage of user information about a user of the information processing apparatus; When information is transmitted, based on the updating step for updating the user information whose storage is controlled by the processing of the storage control step and the user information whose storage is controlled by the processing of the storage control step A search step of searching for a user who meets a predetermined condition, and a providing step of providing the service to the information processing device owned by the user based on a search result obtained by the process of the search step. Information provision method. 10. A program for controlling an information providing device that provides a predetermined service to an information processing device, comprising: a storage control step of controlling storage of user information related to a user of the information processing device; When new information is transmitted, an update step of updating the user information whose storage is controlled by the processing of the storage control step, and a user information whose storage is controlled by the processing of the storage control step And a providing step of providing the service to the information processing device owned by the user, based on a search result obtained by the process of the searching step. A recording medium having a computer-readable program recorded thereon. 11. A storage control step for controlling storage of user information regarding a user of the information processing device in a computer controlling an information providing device that provides a predetermined service to the information processing device; When information is transmitted, based on the updating step for updating the user information whose storage is controlled by the processing of the storage control step and the user information whose storage is controlled by the processing of the storage control step A program for executing a search step of searching for a user who meets a predetermined condition, and a providing step of providing the service to the information processing device owned by the user, based on a search result obtained by the process of the search step.