JP2003281429A - Device, system, and program for proposing customer service and portable recording medium for use in device for proposing customer service - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a device, a system, and a program for proposing customer services and a portable recording medium for use in the device for proposing customer services which propose services while facing customers. <P>SOLUTION: Goods and services purchased by a customer are recorded in an IC card 12 by information representative of goods names (article names). Campaign information is stored in a campaign list 14 of a customer service proposing device 11 in relation to goods names (article names). When a purchase history acquisition part 15 acquires a purchase history recorded with a name of goods from the IC card 12, a campaign information selection part 17 selects campaign information based on the name of goods, from the campaign list 14. The campaign information selection part 17 informs the customer or a seller of a message designated by the selected campaign information, through an image display part 18 or a receipt print part 19. <P>COPYRIGHT: (C)2004,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention is used in a customer service proposing apparatus, a customer service proposing system, a customer service proposing program, and a customer service proposing apparatus for analyzing a customer consumption trend and deciding a service to propose to the customer. Portable recording medium.

[0002]

2. Description of the Related Art Conventionally, by analyzing customer consumption trends,
CRM is the means to decide the service to offer to the customer.
There is a method using a method called (Customer Relationship Management). According to this method, a large-scale database in which sales information for customers is accumulated is constructed, and this is held and analyzed to grasp the consumption trend for each customer. Then, the customer service corresponding to the obtained result is selected from the prepared customer services, and the customer service is proposed to the corresponding customer by using solicitation / guidance means such as direct mail.

[0003]

However, in the above method, although the data to be analyzed is abundant, in order to analyze a large-scale database over time, for example, when a customer at a store is serving customers There is a problem that it is not possible to provide immediate customer-to-face correspondence such as proposing various services. In addition, if you want to use the existing database for immediate customer-facing, it is necessary to connect to a large-scale database and build an environment in which you can search for information at any time. There was a problem that there were many.

The present invention has been made in view of the above problems, and is a customer service proposing apparatus, a customer service proposing system, a customer service proposing program, and a customer that can provide a customer-facing service proposal to a customer. An object of the present invention is to provide a portable recording medium used in a service proposing device.

[0005]

In order to solve the above problems, a customer service proposing apparatus according to the invention of claim 1 is a portable recording medium carried by a customer (for example, the IC of the embodiment).
Cards 12, 22, 32, 42, 62, 72, 82, 9
A customer service proposing device for proposing optimal campaign information to the customer by referring to the purchase history of the past product or service of the customer recorded in 2), for reading and writing the portable recording medium. A recording medium reading / writing means (for example, the recording medium reading / writing unit 13 of the embodiment) and a proposal information database (for example, the campaign list 14, 24, 34, 44, 64, 74 of the embodiment) that stores the campaign information proposed to the customer. , 84, 94)
And a purchase history acquisition unit that acquires the purchase history from the portable recording medium presented when the customer purchases a product or service (for example, the purchase history acquisition unit 1 of the embodiment).
5, 23, 33, 43, 63, 73, 83, 93),
Purchase history generation means (for example, purchase history generation according to the embodiment) that adds information about a product or service newly purchased by the customer to the purchase history to make the latest purchase history, and records the purchase history on the portable recording medium. Section 16) and the campaign information selecting means (for example, the campaign information selecting section 17, 25, 35 of the embodiment) for selecting the optimum campaign information for the customer from the proposal information database based on the latest purchase history. 45, 65, 75, 85, 95)
And an information output unit (for example, the image display unit 18 or the receipt printing unit 19 of the embodiment) that outputs the selected campaign information.

[0006] The customer service proposing device having the above configuration, when a customer purchases a product or service, presents a portable recording medium in which the customer's past purchase history is recorded,
The purchase history acquisition unit acquires the past purchase history of the customer from the portable recording medium in real time, and the purchase history generation unit adds the information of the product or service newly purchased by the customer to the purchase history and updates the purchase history. The purchase history of. Then, while recording on the portable recording medium, at this time,
Analyze the latest purchase history using the campaign information selection means, select the campaign information most suitable for this customer's consumption trend from the campaign information stored in the proposal information database, and output it to the information output means. so,
It is possible to guide the customer to the optimum customer service.

A customer service proposing device according to a second aspect of the present invention is the customer service proposing device according to the first aspect, wherein the purchase history acquisition means has the portable record in which all purchase histories of the customer are recorded. The purchase history is obtained from the medium. The customer service proposing device having the above configuration can accurately analyze the customer's consumption trend from all the purchase histories of the customer and provide the customer with the optimum customer service.

A customer service proposing apparatus according to a third aspect of the present invention is the customer service proposing apparatus according to the first aspect, wherein the purchase history acquisition means relates to the customer and purchase history corresponding to a preselected item. It is characterized in that the purchase history is acquired from the portable recording medium in which only the information is recorded. The customer service proposing device having the above configuration, in the purchase history regarding the customer, by analyzing only the purchase history of the preselected target item, accurately analyzes the consumption trend of the customer in a short time, and In addition, it is possible to guide the optimum customer service.

A customer service proposing device according to a fourth aspect of the present invention is the customer service proposing device according to any one of the first to third aspects, wherein the proposal information database stores the campaign information, the product and The purchase history acquisition means stores the purchase history from the portable recording medium, which is stored in association with the information indicating the item of service, and the purchase history of the customer is recorded by the information indicating the item of the product or service. It is characterized by acquiring. The customer service proposing device having the above configuration acquires the purchase history based on the information indicating the item of the product or service to directly analyze the consumption trend of the customer from the item of the product or service. The optimum customer service can be selected and guided to the customer from the proposal information database stored in association with the information indicating the item of the service.

A customer service proposing device according to a fifth aspect of the present invention is the customer service proposing device according to any one of the first to third aspects, wherein the campaign information is stored in the proposal information database. The purchase history is stored in association with the information indicating the items classified based on the content of the service, and the purchase history acquisition unit displays the purchase history of the customer based on the information indicating the items classified based on the content of the product or service. The purchase history is acquired from the recorded portable recording medium.
The customer service proposing device having the above configuration indirectly analyzes the customer's consumption trend from the product or service classification by acquiring the purchase history based on the information indicating the items classified by the content of the product or service. The optimum customer service can be selected and guided to the customer from the proposal information database in which the campaign information is stored in association with the information indicating the items classified by the content of the product or service.

A customer service proposing device according to a sixth aspect of the present invention is the customer service proposing device according to any one of the first to fifth aspects, wherein the campaign information is preset in the suggestion information database. The product history information is classified and stored for each category of product attribute information indicating the attribute of the product or service, and the purchase history acquisition means, from the portable recording medium in which the purchase history of the customer is recorded together with the product attribute information. The purchase history and the product attribute information corresponding to the purchase history are acquired, and the campaign information selection unit is stored in the proposal information database based on the product attribute information acquired from the portable recording medium. Select one of the categories of the product attribute information in the campaign information, and check whether it is in the campaign information of the selected category. , Based on the purchase history of the customer, and selects the optimal campaign information to the customer. The customer service proposing device having the above configuration roughly classifies the customer consumption trend by classifying the purchase history similarly recorded in the portable recording medium based on the product attribute information recorded in the portable recording medium. In addition to the analysis, the consumption history of the customer is further analyzed in detail by the classified purchase history, so that the optimum customer service can be guided to the customer.

According to a seventh aspect of the present invention, there is provided the customer service proposing device according to any one of the first to sixth aspects, wherein the proposal information database stores the campaign information in the gender or age group. The personal history information is classified and stored for each category of the personal attribute information indicating the customer's attribute, and the purchase history acquisition means, from the portable recording medium in which the purchase history of the customer is recorded together with the personal attribute information, Acquiring personal attribute information and the purchase history,
While the campaign information selecting means selects one of the categories of the personal attribute information in the campaign information stored in the proposal information database, based on the personal attribute information acquired from the portable recording medium,
From the campaign information of the selected category, the optimum campaign information for the customer is selected based on the purchase history of the customer. The customer service proposing device having the above-mentioned configuration analyzes the customer's consumption trend in detail by using the purchase history recorded in the portable recording medium, and selects the campaign information corresponding to the individual attribute of the customer. , It is possible to guide the customer to the optimal customer service.

A customer service proposing device according to an eighth aspect of the present invention is the customer service proposing device according to any one of the first to seventh aspects, wherein the proposal information database can update the stored campaign information. Is characterized in that. The customer service proposing device having the above configuration updates the proposal information database with various campaign information prepared by analyzing a large-scale database constructed by using, for example, the CRM method, and updates the proposal information database based on the campaign information. By selecting the most suitable one for the consumption trend, it is possible to guide the customer to the optimum customer service.

A customer service proposing device according to a ninth aspect of the present invention is the customer service proposing device according to any one of the first to eighth aspects, wherein the information output means is at least the customer or the product or service. An image display unit (for example, the image display unit 18 of the embodiment) that visually displays a screen by a salesperson who provides the campaign information is provided, and the campaign information is displayed on the image display unit by characters or images. Characterize. The customer service proposing device having the above configuration can directly solicit or guide the customer service to the customer based on the characters and images displayed on the screen. Alternatively, the salesperson who handles the customer can display the campaign information in the form of characters or images on the screen and utilize the information to serve the customer.

According to a tenth aspect of the present invention, there is provided the customer service proposing apparatus according to any one of the first to ninth aspects, wherein the information output means is at least for the customer. It is provided with a receipt printing unit (for example, the receipt printing unit 19 of the embodiment) for printing a receipt delivered as a record that provides the campaign information, and the campaign information is printed and displayed on the receipt by characters or images. To do. The customer service proposing device having the above-described configuration can directly solicit or guide the customer service to the customer based on the characters or the image printed on the receipt.

The portable recording medium according to the invention of claim 11 is characterized in that the customer service proposing apparatus according to any one of claims 1 to 10 records the purchase history of the possessed customer. . With the portable recording medium having the above configuration, the purchase history of the customer who owns the portable recording medium can be used anywhere.

A customer service proposing system according to a twelfth aspect of the present invention refers to a purchase history for a past product or service of the customer recorded in a portable recording medium carried by the customer, and refers to an optimal campaign for the customer. A customer service proposing system for proposing information, comprising: a customer service proposing apparatus according to any one of claims 1 to 10; and a purchase history item to be recorded in the portable recording medium according to an operation of the customer. It is characterized by comprising an information providing terminal (for example, the information providing terminal 56 of the embodiment) to be designated. The customer service suggestion system having the above configuration allows the customer to freely select the customer service to be managed by the portable recording medium.

A customer service proposing program according to a thirteenth aspect of the present invention refers to a purchase history for a past product or service of the customer recorded in a portable recording medium possessed by the customer, and an optimum campaign for the customer. A customer service proposing program for proposing information, wherein a purchase history acquisition process for acquiring the purchase history from the portable recording medium presented when the customer purchases a product or service,
Based on the latest purchase history, the purchase history generation process of adding the information of the product or service newly purchased by the customer to the latest purchase history by adding the information to the latest purchase history, and recording the information on the portable recording medium. A campaign information selection process for selecting the optimum campaign information for the customer from the proposal information database storing the campaign information for the customer and an information output process for outputting the selected campaign information to the computer. It is characterized by

[0019]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below with reference to the drawings. (First Embodiment) First, a first embodiment of the present invention will be described. The first embodiment is a mode in which all purchase history information regarding a customer is recorded in an IC card possessed by the customer and utilized. Hereinafter, a specific example of the present embodiment will be described with reference to the drawings. (First Example of First Embodiment) FIG. 1 is a block diagram showing a configuration of a first example of the present embodiment. The first embodiment is an example of the case where the product or service purchased by the customer is recorded in the IC card by the information indicating the product name (item). In FIG. 1, reference numeral 1
1 is a customer service proposing device according to the present embodiment,
The customer service proposing device 11 outputs the optimum customer service proposing information (campaign information) to the customer using the information regarding the customer's purchase history acquired from the IC card 12 presented when the customer purchases the product or service.
Further, the customer service proposing device 11 includes a recording medium reading / writing unit 13, a campaign list 14, a purchase history acquisition unit 15, a purchase history generation unit 16, a campaign information selection unit 17, an image display unit 18, and a receipt print. And a part 19.

Here, the recording medium read / write unit 13 is an IC
This is an interface for reading and writing information recorded on the card 12. The campaign list 14 is a database in which campaign information for customer service proposed to customers is stored. The purchase history acquisition unit 15 is a processing unit that acquires the customer's past purchase history recorded in the IC card 12 via the recording medium reading / writing unit 13.
The purchase history generation unit 16 adds the information of products and services newly purchased by the customer to the past purchase history of the customer acquired from the purchase history acquisition unit 15 to generate the latest purchase history,
It is a processing unit that records in the IC card 12 via the recording medium read / write unit 13.

The campaign information selection unit 17 is a processing unit that analyzes the latest purchase history of the customer generated by the purchase history generation unit 16 and selects the optimum campaign information for the customer from the campaign list 14. Image display section 18
Is a processing unit that displays the campaign information selected by the campaign information selection unit 17 in characters or pictures and notifies the customer or a salesperson who serves the customer of the campaign information, and a CRT (Cathode Ray Tube) for that purpose. ) A display device such as a display device or a liquid crystal display device (none of which is shown) is provided. The receipt printing unit 19 is a processing unit for printing a receipt delivered as a record of providing a product or service to a customer, and includes a printer (not shown) for that purpose.

The IC card 12 is a card presented when a customer purchases a product or service. Since the IC card 12 records information about the customer's purchase history, a simple decision is made only in the card. Including a processor capable of performing
Is installed. Further, the read / write method of the recorded contents is not limited to the non-contact and contact read / write methods, and an IC card compatible with both the non-contact and contact read / write methods,
Any recording medium such as a magnetic card and a mobile phone having an IC chip built therein can be used as long as it can store the recorded purchase history and can freely read and write from the outside. The IC card 12 may also have other functions such as a credit card function and a point card function for rewarding points for purchased products and services.

The campaign list 14 includes a hard disk device, a magneto-optical disk device, a nonvolatile memory such as a flash memory, and a RAM (Random Access Memo).
ry) such as a volatile memory, or a computer-readable / writable recording medium using a combination thereof. Further, the purchase history acquisition unit 15, the purchase history generation unit 16, and the campaign information selection unit 17 may be realized by dedicated hardware, respectively, and the memory and the CP may be used.
It may be configured by a U (central processing unit) and realize the function by loading and executing a program for realizing the function of each unit described above in the memory. An input device (not shown) is connected to the customer service proposing device 11 as a peripheral device. Here, the input device refers to an input device such as a keyboard and a mouse.

The operation of the first example of the present embodiment will be briefly described. In the first example of the present embodiment shown in FIG. 1, the IC card 12 has a product purchased by the customer and The service is recorded by information indicating a product name (item) such as “item 1, item 2, item 3 ...”. Further, in the campaign list 14 of the customer service proposing device 11, campaign information is associated with a product name (item), for example, “condition 1: men's spring fair, condition 2: product exhibition, condition 3: point increase ... Is remembered as

Here, when the purchase history acquisition unit 15 acquires the purchase history recorded by the product name (item) of the product or service purchased by the customer from the IC card 12, the campaign information selection unit 17 causes the campaign list. 14
From the campaign information stored in, for example, based on the product name, "condition 3: point up campaign"
Select. Then, the campaign information selection unit 17
Through the image display unit 18 and the receipt printing unit 19, the customer or the salesperson is notified of the message designated in the “point up campaign”.

(Second Example of First Embodiment) Next, a second example of the present embodiment will be described with reference to the drawings. The second embodiment is an example of the case where the product or service purchased by the customer is recorded in the IC card by the information indicating the items classified based on the content of the product or service. FIG. 2 is a block diagram showing the configuration of the second example of the present embodiment. In FIG. 2, the components denoted by the same reference numerals as in FIG.
Since the components are the same as the components described in the first example of the present embodiment, description thereof will be omitted here.

The operation of the second example of the present embodiment will be briefly described. In the second example of the present embodiment, the IC will be described.
On the card 22, products and services purchased by the customer are displayed, for example, "Golf: 03080, Accommodation: 01001, Restaurant: 03119, Taxi: 08001, Airline Ticket: 0.
Information indicating items classified based on the content of the product or service, such as codes for classifying purchased products by store format, such as 1002, golf: 03080 ...
3080, 01001, 03119, 08001 ...
*)). Further, in the campaign list 24 of the customer service proposing device 21, the campaign information is associated with the categories of products and services. For example, “code 03080: golf club arrival information, code 02001: NEW model of company A, latest cosmetics of company B spring” ,
Code 03222: Wine limited reservation, code 0902
0: Spring 1st grade campaign ... "

Here, when the purchase history acquisition unit 23 acquires the purchase history recorded from the IC card 22 by the code in which the purchased product is classified by the store format, the campaign information selection unit 25 is stored in the campaign list 24. From the campaign information, for example, "code 03080: Golf club arrival information" is selected based on the code recorded in the purchase history of multiple times. Then, the campaign information selection unit 25 is configured to display the image display unit 18 and the receipt printing unit 1.
The customer or the salesperson is notified of the message designated by the "golf club arrival information" via 9.

Next, the operations of the first and second examples of the present embodiment will be described in detail with reference to the drawings. Figure 3
2 is a flow chart for explaining the operation of the first and second examples of the present embodiment. First, the purchase history acquisition unit, through the recording medium read / write unit 13, the customer purchases a product or service. The past purchase history of the customer is acquired from the IC card presented at this time (step S11).
Next, the purchase history generation unit 16 adds the latest product or service information purchased by the customer to the purchase history acquired from the IC card to generate the latest purchase history (step S).
12) together with the latest purchase history to the IC card via the recording medium reading / writing unit 13 (step S1).
3).

On the other hand, the campaign information selection unit analyzes the latest purchase history of the customer generated by the purchase history generation unit 16 (step S14) and selects the optimum campaign information for the customer from the campaign list (step S1).
5). Then, the campaign information selection unit receives at least the following three items via the image display unit 18 and the receipt printing unit 19.
One of two methods, specifically a display device (not shown)
The campaign information is displayed on the screen of the screen by characters or pictures to instruct the salesperson to solicit or guide the customer (step S1).
6) or displaying the campaign information in characters or pictures on the screen of a display device (not shown) to directly solicit or guide the customer (step S17), or pass it as a record of providing the product or service to the customer. The campaign most suitable for the customer, which is analyzed from the purchase history of the customer, by either printing the campaign information in characters or pictures on a part of the received receipt and directly inviting or guiding the customer (step S18) Suggest information.

In the above description of the operation with reference to FIG. 3, the IC card is the IC card 12 in the case of the first embodiment, and the IC card 2 in the case of the second embodiment.
Each of the two items shall be shown. The campaign list indicates the campaign list 14 in the case of the first embodiment and the campaign list 24 in the case of the second embodiment. The purchase history acquisition unit indicates the purchase history acquisition unit 15 in the case of the first embodiment and the purchase history acquisition unit 23 in the case of the second embodiment. The campaign information selection unit is the campaign information selection unit 17 in the case of the first embodiment.
In the case of the second embodiment, the campaign information selecting unit 25 will be described.

(Third Example of First Embodiment) Next, a third example of the present embodiment will be described with reference to the drawings. In the third embodiment, when a customer purchases a product or service, information indicating a product name (item) on the IC card and product attribute information indicating a preset attribute of the product or service corresponding to the product name. This is an example of the case recorded by and. FIG. 4 is a block diagram showing the configuration of the third example of the present embodiment. In FIG. 4, the constituent elements denoted by the same reference numerals as those in FIG. 1 are the same as the constituent elements described in the first example of the present embodiment, and therefore the description thereof is omitted here.

The operation of the third example of the present embodiment will be briefly described. In the third example of the present embodiment, the IC
On the card 32, the product or service purchased by the customer is displayed as, for example, "item 1: segment 2, item 2: segment 2, item 3: segment 1 ...".
Information indicating a product name (item) (for example, “item 1, item 2, item 3 ...”) and product attribute information indicating an attribute of a preset product or service corresponding to the product name (for example, “segment” 1, segment 2, segment 3 ...)).

Further, in the campaign list 34 of the customer service proposing device 31, campaign information such as "Segment 1: High sensitivity Young, Segment 2: High sensitivity Adult" is set in advance for the attribute of the product or service. Is categorized and stored for each category of product attribute information indicating
Further, the campaign information included in “Segment 2: Sensitive adult” includes, for example, “Condition 1: Men's Spring Fair,
Condition 2: product exhibition, condition 3: point-up ... "The campaign information is stored in association with the product name (item) for each category of the product attribute information.

Here, the purchase history acquisition unit 33 records from the IC card 32 with information indicating a product name (item) and product attribute information indicating a preset product or service attribute corresponding to the product name. When you get the purchased history,
The campaign information selection unit 35 displays the campaign list 3
From among the campaign information stored in 4, the “segment 2: high sensitivity adult” is selected based on, for example, the product attribute information recorded in the purchase history of multiple times. Next, the campaign information selection unit 35 selects the selected “segment 2:
From the campaign information of the "sensitive adult" category,
For example, “condition 1: men's spring fair” is selected based on the product name. Then, the campaign information selection unit 35
Notifies the customer or the salesperson of the message designated in the "Men's Spring Fair" through the image display unit 18 and the receipt printing unit 19.

Fourth Example of First Embodiment Next, a fourth example of the present embodiment will be described with reference to the drawings. In the fourth embodiment, information indicating items in which the products and services purchased by the customer are classified in the IC card based on the contents of the products and services, and product attributes indicating preset attributes of the products and services. This is an example of the case where the information is recorded. FIG. 5 is a block diagram showing the configuration of the fourth example of the present embodiment. In FIG. 5, the constituent elements denoted by the same reference numerals as those in FIG. 1 are the same constituent elements as those described in the first example of the present embodiment, and therefore the description thereof is omitted here.

The operation of the fourth example of the present embodiment will be briefly described. In the fourth example of the present embodiment, the operation of the IC will be described.
On the card 42, the product or service purchased by the customer is displayed, for example, "alcohol: 03083, men's clothing: 0100".
1, restaurant 03119, sports club 0800
1, clothing accessories: 01002, alcohol: 03083
.. ”, which indicates the items classified based on the content of the product or service (for example,“ alcohol, men's clothing, restaurants, sports clubs, clothing accessories, alcohol ... ”), and purchased products in stores Product attribute information (eg, “03083, 01001, 0311” indicating the attributes of preset products and services such as codes classified by business category)
9, 08001, 01002, 03083 ... ").

In the campaign list 44 of the customer service proposing device 41, for example, "code 01: fashionable, code 02: children's clothing, code 03: gourmet, code 04: interior, code 05: health ..." In addition, the campaign information corresponds to the product attribute information together with the product attribute information indicating the preset attribute of the product or service, such as a code obtained by classifying the purchased product in the store format, for example, “code 01: 3/1 ... 3/30 Men's Spring Fair, Code 02: 3/2 to 4/30 Spring Point Up Campaign, Code 03: 3/5 to 3/15 Gourmet Fair, Code 04: New Product Information ... " ing.

Here, the purchase history acquisition unit 43 has preset information such as information indicating the items classified from the IC card 42 based on the contents of the product or service, and a code that classifies the purchased product according to the store format. When the purchase history recorded with the product attribute information indicating the attribute of the product or service is acquired, the campaign information selection unit 45 selects, from the campaign information stored in the campaign list 44, for example, based on the content of the product or service. Even if the classified items are different, for example, “alcohol: 03083” and “restaurant: 03119”, the “code 03:” based on the product attribute information “code 03” recorded in the purchase history of multiple times.
Select “Gourmet”. Next, the campaign information selection section 4
5 selects “code 03: 3/5 to 3/15 gourmet fair” corresponding to the product attribute information of the selected “code 03: gourmet”. Then, the campaign information selection unit 45
Notifies the customer or the salesperson of the message designated in the “gourmet fair” via the image display unit 18 and the receipt printing unit 19.

The IC cards 22, 32, 42 described in the second to fourth examples of the first embodiment described above are used.
Like the IC card 12 described in the first example of the first embodiment, is a card presented when a customer purchases a product or service, and records information related to the customer's purchase history. In order to keep it in mind, an IC including a processor that can make a simple decision only in the card is mounted. In addition, the reading and writing method of the recorded contents is non-contact,
Not only the contact read / write method, but also IC cards compatible with both contactless and contact read / write methods, magnetic cards, mobile phones with a built-in IC chip, etc. that retain recorded purchase history and can be freely read / written from outside. Any recording medium may be used as long as it is. It may also have other functions such as a credit card function and a point card function for returning points to purchased products and services.

Also, the campaign lists 24, 34, 4
4 is similar to the campaign list 14, a hard disk device, a magneto-optical disk device, a nonvolatile memory such as a flash memory, a volatile memory such as a RAM (Random Access Memory), or a computer read by a combination thereof, A writable recording medium is included. Furthermore, the purchase history acquisition unit 2
3, 33, 43 and the campaign information selection section 25, 3
Like the purchase history acquisition unit 15 and the campaign information selection unit 17, each of the units 5 and 45 may be realized by dedicated hardware, and is also configured by a memory and a CPU (central processing unit). Alternatively, the function may be realized by loading a program for realizing the function of each unit described above into a memory and executing the program.

Next, the operations of the third and fourth examples of the present embodiment will be described in detail with reference to the drawings. Figure 6
3 is a flowchart for explaining the operation of the third and fourth examples of the present embodiment. First, the purchase history acquisition unit, through the recording medium reading / writing unit 13, the customer purchases a product or service. From the IC card presented at this time, the customer's past purchase history and preset product attribute information indicating the attribute of the product or service are acquired (step S21). Next, the purchase history generation unit 16 adds the latest product or service information purchased by the customer to the purchase history acquired from the IC card to generate the latest purchase history (step S22), and also the recording medium. The latest purchase history is written in the IC card via the read / write unit 13 (step S23).

On the other hand, the campaign information selection unit analyzes the latest purchase history of the customer generated by the purchase history generation unit 16 and the product attribute information corresponding to the purchase history (step S2).
4) Based on the product attribute information, one of the categories of the product attribute information in the campaign information stored in the campaign list is selected (step S25), and the purchase history of the customer is selected from the campaign information of the selected category. Based on, the campaign information most suitable for the customer is selected (step S26).

Then, the campaign information selection unit, via the image display unit 18 and the receipt printing unit 19, displays at least one of the following three methods, specifically, the campaign information on the screen of the display device (not shown). Is displayed in characters or pictures to instruct the salesperson to solicit or guide the customer (step S27), or the campaign information is displayed in characters or pictures on the screen of the display device (not shown) and directly to the customer. The solicitation or guidance is performed (step S28), or the campaign information is printed by characters or pictures on a part of the receipt delivered as a record of providing the product or service to the customer, and the solicitation or guidance is directly provided to the customer (step S29). ), The optimum campaign information for the customer analyzed from the purchase history of the customer is proposed.

In the above description of the operation with reference to FIG. 6, the IC card is the IC card 32 in the case of the third embodiment, and the IC card 4 in the case of the fourth embodiment.
Each of the two items shall be shown. The campaign list indicates the campaign list 34 in the case of the third embodiment and the campaign list 44 in the case of the fourth embodiment. The purchase history acquisition unit indicates the purchase history acquisition unit 33 in the case of the third embodiment and the purchase history acquisition unit 43 in the case of the fourth embodiment. The campaign information selection unit is the campaign information selection unit 35 in the case of the third embodiment.
In the case of the fourth embodiment, the campaign information selecting unit 45 is shown. Also, with regard to the attribute information, the product attribute information has been described as an example in the third and fourth embodiments, but the attribute information used for selecting the campaign information is an individual including the gender and age of the customer. It may be attribute information.

In the first to fourth examples of the above-described first embodiment, the customer service proposing devices 11, 21,
The campaign lists 14, 24, 34, 44 provided in 31, 41, respectively, may be stored campaign lists updated using conventional CRM techniques. That is, as shown in FIG. 7, the customer service suggesting apparatus 11 will be described as an example. (1) When the customer's past purchase history is notified from the IC card 12, the customer service suggesting apparatus 11 (2 ) While adding the information of the customer's new purchase product and recording it in the IC card 12, (3) the batch history is used to display the purchase history for a certain period of time with the conventional CRM.
The CRM server 51 that analyzes the purchase history by the method is notified.

In the CRM server 51, the collected customer data and the purchase history 52 are analyzed by the purchase history analysis unit 53, and based on the result, the campaign design unit 54 proposes to the customer a campaign list 55 for customer service. To design. Designed campaign list 55
(4) is downloaded to the campaign list 14 of the customer service proposing device 11 when the customer service proposing device 11 is activated. In addition, the campaign lists 24, 34 of the other customer service proposing devices 21, 31, 41,
Similarly, 44 can update the stored campaign list.

As described above, in the customer service proposing device of the present embodiment, all purchase histories of customers are recorded in the IC card, and the purchase records are recorded by product name (item) or product or By recording according to items categorized according to the content of the service, or by recording together with the product attribute information indicating the preset product or service attributes and personal attribute information including the customer's gender, age, etc. It is possible to accurately analyze customer consumption trends and select information (campaign information) about optimum customer service for the customer. Then, information about the selected customer service is displayed on the screen or printed on a receipt to directly solicit or guide the customer service, or indirectly through a salesperson who handles the customer. It is possible to solicit or guide customer service, improve customer satisfaction, and improve sales on the side of providing goods or services.

(Second Embodiment) Next, the second embodiment of the present invention will be described.
The embodiment will be described. The difference between the second embodiment of the present invention and the first embodiment is that in the first embodiment, the purchase history recorded in the IC card owned by the customer is the entire purchase history related to the customer. On the other hand, in the second embodiment, only a part of the selected purchase history is recorded in the IC card owned by the customer. FIG. 8: is a block diagram which shows the structure of the customer service proposal system in the 2nd Embodiment of this invention. In FIG. 8, reference numeral 61 denotes the customer service proposing apparatus of the present embodiment, which is the customer service proposing apparatus 61.
Outputs the optimum customer service proposal information for the customer using the selected information regarding the customer's purchase history acquired from the IC card 62 presented when the customer purchases the product or service.

That is, the operation of this embodiment will be briefly described with reference to FIG. 8. (1) The customer uses the IC card 62 to access the information providing terminal 56 installed in a store or on the street. By doing so, necessary information operations such as writing and erasing the campaign table can be performed. Here, the campaign table is a purchase history recording area for desired campaign information selected by the customer on the information providing terminal 56, and is stored in the campaign list 57 on the information providing terminal 56 by the customer himself. When desired campaign information is selected from the campaign information, a corresponding campaign table is formed on the IC card 62.

On the other hand, (2) customer service proposing device 61
When the customer's past purchase history is notified from the IC card 62, (3) adds the information of the customer's new purchase product and records it in the IC card 62, and (4) uses batch processing to make a constant The purchase history of the period is notified to the CRM server 51 which analyzes the purchase history by the conventional CRM method. Further, in the CRM server 51, the collected customer data and the purchase history 52 are analyzed by the purchase history analysis unit 53, and based on the result, the campaign design unit 54 creates a campaign list 55 for customer service which is proposed to the customer. design.

The designed campaign list 55 is
(5) When the customer service proposing device 61 is started, etc., it is downloaded to the campaign list of the customer service proposing device 61. (6) On the other hand, the designed campaign list 55 is downloaded to the campaign list 57 of the information providing terminal 56 at any time, and the campaign list 57 of the information providing terminal 56 is updated. In the present embodiment, through such a series of flows, the customer can voluntarily select the customer service information (campaign information) and manage the content. One I
The C card may manage multiple campaign information at the same time.

Next, the operation of the present embodiment will be described in detail with reference to the drawings. FIG. 9 is a sequence diagram showing operations at the time of registration and reference of the campaign table in the present embodiment. In FIG. 9, when the customer inserts the IC card 62 into the information providing terminal 56 and searches the campaign list (step S41), the information providing terminal 56 inquires of the CRM server 51 about the campaign list (step S42). ). Upon receiving the inquiry about the campaign list, the CRM server 51 downloads necessary campaign information from the campaign list 55 to the information providing terminal 56 (step S4).
3). Information provision terminal 56 that acquired the campaign information
Displays a list of campaign information on the operation screen (step S44), and prompts the customer to select desired campaign information (step S45).

When the customer selects the desired campaign information, the information providing terminal 56 writes the campaign table in the format corresponding to the selected campaign information to the IC card 62 (step S46). Then, when the notification of the completion of the writing of the campaign table is received from the IC card 62 (step S47), the result is displayed on the operation screen and the customer is confirmed (step S48). On the other hand, when the customer inserts the IC card 62 into the information providing terminal 56 and searches for the campaign achievement status (step S51), the information providing terminal 56 inquires of the IC card 62 about the campaign table (step S5).
2). Then, the information providing terminal 56 acquires the result (step S53), displays it on the operation screen, and causes the customer to confirm it (step S54).

FIG. 10 is a sequence diagram showing the operation when the campaign is achieved in the present embodiment. Figure 1
In step 0, the customer service proposing device 61 inquires of the IC card 62 about the current state (step S6).
1), the IC card 62 reports the current achievement status (step S62). At this time, the customer service proposing device 6
1 uses the image display means 18 to display the achievement status reported from the IC card 62 on a display device (not shown) by a message such as "soon to be achieved" (step S6).
3).

Further, the IC card 62 notifies the customer service proposing device 61 of the recorded campaign table and the items recorded therein (step S6).
4) In the customer service proposing device 61, when the customer purchases the product (step S65), the item recorded in the campaign table is matched with the newly purchased product or service (step S66). In step S67, a numerical value count-up process for the corresponding item in the purchase history recorded in the IC card 62 is performed.

Then, after that, the customer service proposing device 6
1 to the IC card 62 inquiring about the current state (step S68), and when the IC card 62 reports the current achievement state (step S69), if the campaign has been achieved, the customer service suggesting apparatus 61, The image display means 18 is used to display the achievement status reported from the IC card 62 on a display device (not shown) by a message such as "achieved" (step S70). Then, the customer service proposing device 61 records the campaign achievement status in the purchase history of the CRM server 51 and the customer data 52 (step S71), and deletes the corresponding campaign table from the IC card 62 (step S72).

Next, a specific example of this embodiment will be described with reference to the drawings. (First Example of Second Embodiment) FIG. 11 is a block diagram showing the configuration of the first example of the present embodiment. The first embodiment is an example of the case where the product or service purchased by the customer is recorded in the IC card by the information indicating the product name (item). In FIG. 11, the components denoted by the same reference numerals as in FIG.
Since the components are the same as the components described in the first example of the embodiment, the description thereof will be omitted here.

The operation of the first example of the present embodiment will be briefly described. In the first example of the present embodiment, the IC will be described.
On the card 62, a campaign table corresponding to the campaign information selected by the customer using the information providing terminal 56, and a purchase history corresponding to the campaign table are recorded by the information indicating the product name (item). For example, in FIG. 11, in the campaign list 57 of the information providing terminal 56, “TID101: Home Appliance New Life Support, TID10
2: Mileage, TID103: Maker Campaign ”
Is recorded. Then, it is assumed that the customer selects, as the campaign information, the "TID101: Support for New Home Appliances" campaign, which is a "purchase of a refrigerator, a washing machine, and a vacuum cleaner to present a dryer."

At this time, the IC card 62 is configured with a campaign table corresponding to the campaign information "TID101: Home Appliance New Life Support", and the product or service purchased by the customer is, for example, "CID01: Refrigerator / 1 pc, CI.
D02: Washing machine / 1 piece, CID03: Vacuum cleaner / 0 piece "are recorded by the information indicating the product name (item). Further, in the campaign list 64 of the customer service suggesting apparatus 61, for example, "product name C company vacuum cleaner: TID1"
01: CID03, product name D company vacuum cleaner: TID101:
CID03, product name E washing machine: TID101: CID
02 ”, the TID or CID number corresponding to the campaign target product name is stored, and“ TID1
A message such as “01: specially-designed dryer gift ...” is stored when the campaign is achieved.

Here, when the customer purchases the vacuum cleaner, the purchase history acquisition unit 63 confirms that the "refrigerator" and "washing machine" recorded in the campaign table have been purchased from the IC card 62. When the purchase history shown is acquired, the campaign information selection unit 65 selects, for example, "TID1" from the campaign information stored in the campaign list 64.
01: Special dryer present ... "is selected. Then, the campaign information selection unit 65
Notifies the selected message to the customer or the salesperson through the image display unit 18 and the receipt printing unit 19.

(Second Example of Second Embodiment) Next, a second example of the present embodiment will be described with reference to the drawings. The second embodiment is an example of the case where the product or service purchased by the customer is recorded in the IC card by the information indicating the items classified based on the content of the product or service, and in FIG. The customer service proposing device 61 and the IC card 62 are replaced by the customer service proposing device 71 and the IC card 72 described below. FIG. 12 is a block diagram showing the configuration of the second example of the present embodiment. In FIG. 12, the constituent elements denoted by the same reference numerals as those in FIG. 1 are the same constituent elements as those described in the first example of the first embodiment, and therefore description thereof is omitted here. To do.

The operation of the second example of the present embodiment will be briefly described. In the second example of the present embodiment, the IC will be described.
On the card 72, information indicating the campaign table corresponding to the campaign information selected by the customer using the information providing terminal 56 and the items in which the purchase history corresponding to the campaign table is classified based on the content of the product or service. Recorded by. For example, in FIG. 12, the campaign list 57 of the information providing terminal 56 displays “TID20
"1: Spring vegetable campaign, TID202: Maker campaign, TID203: Maker switching" are recorded. Then, the customer sets "T
It is assumed that “ID202: Maker campaign” is selected.

At this time, a campaign table corresponding to the campaign information "TID202: maker campaign" is constructed in the IC card 72, and the product or service purchased by the customer is, for example, "CID: Company F / amount 8053."
It is recorded by information indicating items classified based on the content of the product or service, such as the manufacturer name, such as "0 yen". Further, in the campaign list 74 of the customer service proposing device 71, for example, "maker name F company: maker code 4957180, achievement condition = amount of money is 80,000 yen or more, maker name G company: maker code 4949090, achievement condition = amount of money 12 "Many yen or more", the maker code number corresponding to the campaign, the corresponding maker code number, and the achievement condition are stored.

Here, the purchase history acquisition section 73 uses the "CI" recorded in the campaign table from the IC card 72.
When the purchase history “D: Company F / Amount 80530 yen” is acquired, the campaign information selection unit 75 selects, for example, “maker name F company: manufacturer code 4957180, achievement condition =” from the campaign information stored in the campaign list 74. The amount of money is 80,000 yen or more "and the campaign information is acquired to determine whether or not the campaign has been achieved. Then, if the maker campaign has been achieved, the campaign information selection unit 75 notifies the customer or the salesperson of the message designated by the “maker campaign” via the image display unit 18 and the receipt printing unit 19.

(Third Example of Second Embodiment) Next, a third example of the present embodiment will be described with reference to the drawings. In the third embodiment, when a customer purchases a product or service, information indicating a product name (item) on the IC card and product attribute information indicating a preset attribute of the product or service corresponding to the product name. FIG. 8 is an example of the case of being recorded by the customer service proposing device 6 in FIG.
1 and the IC card 62 are replaced by the customer service proposing device 81 and the IC card 82 described below. See also FIG.
FIG. 8 is a block diagram showing a configuration in a third example of the present exemplary embodiment. In FIG. 13, the components denoted by the same reference numerals as those in FIG. 1 are the same components as the components described in the first example of the first embodiment, and therefore the description thereof is omitted here. To do.

The operation of the third example of this embodiment will be briefly described. In the third example of this embodiment, the IC
On the card 82, a campaign table corresponding to the campaign information selected by the customer using the information providing terminal 56, information indicating the product name (item) whose purchase history corresponding to the campaign table corresponds, and the product name And the product attribute information indicating the attribute of the product or service set in advance. For example, in FIG. 13, the campaign list 57 of the information providing terminal 56 displays “TID 201:
Spring Vegetable Campaign, TID202: Mileage, TI
D203: Maker campaign "is recorded. Then, the customer sets “TID20
1: "Spring vegetable campaign" is selected.

At this time, the IC card 82 is configured with a campaign table corresponding to the campaign information "TID201: Spring vegetable campaign", and the product or service purchased by the customer is, for example, "CID01: cabbage / 4.
Product ID information indicating a preset product or service attribute such as campaign name TID201, and product name "cabbage, bamboo shoot, celery", such as "Piece, CID02: bamboo shoot / 3 pcs, CID03: celery / 3 pcs." And information indicating (item). Also,
In the campaign list 84 of the customer service suggesting apparatus 81, for example, “TID201: Spring vegetable campaign, achievement condition: if you purchase 12 or more cabbage, bamboo shoots, celery in total, you will get a cheese-baked recipe of bamboo shoots”. As described above, the contents classified by the product attribute information to which the campaign target product belongs, for example, "TI
D201: Spring vegetable campaign is coming soon ... "and the corresponding message are stored.

Here, the purchase history acquisition unit 83 uses the IC card 82 to record the "CI" recorded in the campaign table.
D01: 4 cabbage, CID02: Bamboo shoot / 3
When the purchase history of “Pieces, CID03: Celery / 3 pieces” is acquired, the campaign information selection unit 85 selects “TID201: by the classified item attribute information from the campaign information stored in the campaign list 84, for example.
Spring vegetable campaign, achievement conditions: cabbage, bamboo shoots,
If you have purchased 12 or more celery in total, you can get the campaign information "Gake a Bamboo Bamboo Cheese Recipe" and use the image display unit 18 and the receipt printing unit 19 to encourage the achievement of the campaign. Notify the customer or salesperson with a corresponding message "TID 201: Coming soon spring vegetable campaign ...". In the third embodiment, the product attribute information has been described as an example, but the attribute information used to select the campaign information may be personal attribute information including the gender and age of the customer.

(Fourth Example of Second Embodiment) Next, a fourth example of the present embodiment will be described with reference to the drawings. In the fourth embodiment, information indicating items in which the products and services purchased by the customer are classified in the IC card based on the contents of the products and services, and product attributes indicating preset attributes of the products and services. It is an example of the case where personal attribute information including the customer's gender, age, etc. is recorded on the IC card as well as the information.
In FIG. 8, the customer service proposal device 61 and the IC card 6
2 is a customer service proposing device 91 and an IC described below.
It replaces the card 92. FIG. 14 is a block diagram showing the configuration of the fourth example of the present embodiment. In FIG. 14, the constituent elements denoted by the same reference numerals as those in FIG. 1 are the same constituent elements as those described in the first example of the first embodiment, and thus the description thereof is omitted here. To do.

The operation of the fourth example of the present embodiment will be briefly described. In the fourth example of the present embodiment, the operation of the IC will be described.
The card 92 includes a campaign table corresponding to the campaign information selected by the customer using the information providing terminal 56 and a purchase history corresponding to the campaign table.
It is recorded by information indicating items classified based on the content of the product or service and product attribute information indicating a preset attribute of the product or service. For example, in FIG. 14, in the campaign list 57 of the information providing terminal 56,
"TID201: Spring Vegetable Campaign, TID202:
Manufacturer campaign, TID203: snack campaign ”is recorded. Then, it is assumed that the customer selects "TID203: snack campaign" as the campaign information.

At this time, a campaign table corresponding to the campaign information "TID203: snack campaign" is constructed in the IC card 92, and the product or service purchased by the customer is, for example, "CID01: H company product / 4.
Item, CID02: Company I product / 3 products ", and product attribute information indicating the preset attribute of the product or service, such as the campaign name TID203, and the content of the product or service" H company product, I company product ". And information indicating items classified based on the above. In addition, in the campaign list 94 of the customer service suggestion device 91,
For example, "TID203: Snack Campaign Achievement Conditions:
"Women under 25 years old who purchase 10 or more products from Company H or products from Company I, or those who have not bought sweets today" are classified by the product attribute information to which the campaign target belongs. At the same time, the content of the campaign information designated by the personal attribute information and the corresponding message such as “TID203: Special today, new release ...” are stored.

Here, the purchase history acquisition unit 93 uses the "CI" recorded in the campaign table from the IC card 92.
D01: H company product / 4, CID02: I company product / 3
Purchase history of "individual" and "female", 25
When the personal attribute information of the customer “age” is acquired, the campaign information selection unit 95 selects “TID203: snack campaign achievement condition: 25 from the campaign information stored in the campaign list 94, for example, by classified product attribute information. A woman under the age of 25, product of Company H or I
Individuals obtained from the IC card 92 together with the purchase history under the condition specified by the campaign information, as well as the campaign information "Person who purchases 10 or more company products or who has not bought sweets today" It is determined whether the attribute information matches. Then, the campaign information selection unit 95, via the image display unit 18 and the receipt printing unit 19, when the personal attribute information matches the condition specified by the campaign information,
Notify the customer or salesperson of the corresponding message "TID203: Today is a special sample of new sweets ...".

The IC cards 62, 72, 82 described in the first to fourth examples of the second embodiment described above are used.
92 is the I described in the first example of the first embodiment.
Similar to the C card 12, it is a card that is presented when a customer purchases a product or service, and is a processor that can make a simple decision within the card in order to record information about the purchase history of the customer. ICs including are mounted. Further, the read / write method of the recorded contents is not limited to the non-contact and contact read / write methods.
Any recording medium such as a mobile phone having a built-in chip can be used as long as it can store the recorded purchase history and can freely read and write from the outside. It may also have other functions such as a credit card function and a point card function for returning points to purchased products and services.

Also, the campaign lists 64, 74, 8
4 and 94, like the campaign list 14, a nonvolatile memory such as a hard disk device, a magneto-optical disk device, a flash memory, or a RAM (Random Access Memo).
ry) such as a volatile memory, or a computer-readable / writable recording medium using a combination thereof. Further, the purchase history acquisition units 63, 73, 83, 93 and the campaign information selection units 65, 75, 85, 95 are also equipped with dedicated hardware like the purchase history acquisition unit 15 and the campaign information selection unit 17, respectively. It may be realized, or it is constituted by a memory and a CPU (central processing unit), and realizes the function by loading a program for realizing the function of each unit described above into the memory and executing the program. It may be one.

As described above, in the customer service proposing apparatus of the present embodiment, in the purchase history regarding the customer,
Only the selected purchase history is recorded on the IC card, and the purchase record is recorded by product name (item),
It is recorded according to the items classified according to the content of the product or service, or is recorded together with the product attribute information indicating the preset attribute of the product or service and the personal attribute information including the gender and age of the customer, and is selected in advance. By analyzing only the purchase history for the purpose, it is possible to accurately analyze the customer's consumption trends in a short time according to the purpose, and select the optimum customer service information (campaign information) for the customer. You can Then, information about the selected customer service is displayed on the screen or printed on a receipt to directly solicit or guide the customer service, or indirectly through a salesperson who handles the customer. It is possible to solicit or guide customer service, improve customer satisfaction, and improve sales on the side of providing goods or services.

The program for realizing the function of the customer service proposing apparatus according to the first and second embodiments described above is recorded in a computer-readable recording medium, and the program recorded in this recording medium is recorded. By loading and executing
The campaign information may be selected based on the purchase history recorded on the C card, and a suggestion may be made to the customer.

The "computer system" mentioned here includes an OS and hardware such as peripheral devices. In addition, the “computer system” includes a homepage providing environment (or display environment) if a WWW system is used. Also,
"Computer-readable recording medium" means a flexible disk, a magneto-optical disk, a ROM, a CD-RO.
A portable medium such as M or a storage device such as a hard disk built in a computer system. Further, the "computer-readable recording medium" is a volatile memory (RAM) inside a computer system that serves as a server or a client when a program is transmitted via a network such as the Internet or a communication line such as a telephone line. In addition, those that hold the program for a certain period of time are also included.

Further, the above program may be transmitted from a computer system in which the program is stored in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the "transmission medium" for transmitting the program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line. Further, the program may be a program for realizing some of the functions described above. further,
It may be a so-called difference file (difference program) that can realize the above-mentioned functions in combination with a program already recorded in the computer system.

[0080]

As described above, according to the customer service proposing apparatus, the portable recording medium used in the customer service proposing apparatus, the customer service proposing system, or the customer service proposing program of the present invention, the flash report type is simple in structure. C
Realize the RM, analyze the characteristics of the customer in real time at the point of contact with the customer, and selectively output the optimum customer service information to the information output means such as the image display means and the receipt printing means. , Solicitation and guidance of customer service directly to customers, and indirectly solicitation and guidance of customer service through sales staff who deal with customers to improve customer satisfaction and to improve products and services. It is possible to obtain an effect that it is possible to improve the sales on the side of providing. Specifically, for example, a customer service proposing device of the present invention is configured in a cashier terminal at a retail store to provide guidance on the next sales of a customer's area of interest, or a bank ATM (Automatic Teller Machine: automatic cash deposit payment). The customer service proposing device of the present invention can be configured in a machine to provide guidance such as displaying an interest rate campaign.

[Brief description of drawings]

FIG. 1 is a block diagram showing a configuration in a first example of the first exemplary embodiment of the present invention.

FIG. 2 is a block diagram showing a configuration in a second example of the same exemplary embodiment.

FIG. 3 is a flowchart for explaining the operation of the first and second examples of the same embodiment.

FIG. 4 is a block diagram showing a configuration in a third example of the same exemplary embodiment.

FIG. 5 is a block diagram showing a configuration in a fourth example of the same exemplary embodiment.

FIG. 6 is a flowchart illustrating operations of third and fourth examples in the same embodiment.

FIG. 7 is a block diagram illustrating a method of updating a campaign list according to the same embodiment.

FIG. 8 is a block diagram showing a configuration of a customer service proposing system according to a second embodiment of the present invention.

FIG. 9 is a sequence diagram showing operations at the time of registration and reference of a campaign table in the same embodiment.

FIG. 10 is a sequence diagram showing an operation when a campaign is achieved in the same embodiment.

FIG. 11 is a block diagram showing a configuration in a first example of the same exemplary embodiment.

FIG. 12 is a block diagram showing a configuration in a second example of the same exemplary embodiment.

FIG. 13 is a block diagram showing a configuration in a third example of the same exemplary embodiment.

FIG. 14 is a block diagram showing a configuration in a fourth example of the same exemplary embodiment.

[Explanation of symbols]

11, 21, 31, 41, 61, 71, 81, 91
Marketing management device 12, 22, 32, 42, 62, 72, 82, 92
IC card (portable recording medium) 13 recording medium read / write unit (recording medium read / write means) 14, 24, 34, 44, 64, 74, 84, 94
Campaign list (proposal information database) 15,23,33,43,63,73,83,93
Purchase history acquisition unit (purchase history acquisition means) 16 Purchase history generation unit (purchase history generation means) 17, 25, 35, 45, 65, 75, 85, 95
Campaign information selection section (campaign information selection means) 18 Image display section (information output means, image display means) 19 Receipt printing section (information output means, receipt printing means) 56 Information providing terminal

   ─────────────────────────────────────────────────── ─── Continued front page    (72) Inventor Tetsuya Yoshida             Stock Exchange, 3-3 Toyosu 3-chome, Koto-ku, Tokyo             Company NTT Data (72) Inventor Toru Miyashiro             Stock Exchange, 3-3 Toyosu 3-chome, Koto-ku, Tokyo             Company NTT Data (72) Inventor Atsumori Hashizume             Stock Exchange, 3-3 Toyosu 3-chome, Koto-ku, Tokyo             Company NTT Data F-term (reference) 3E044 BA04 CA06 DC01 DC05                 5B058 CA01 KA02 KA05 KA06 YA02

Claims (13)

[Claims] 1. A customer service proposing device that refers to a purchase history of a past product or service of the customer recorded in a portable recording medium carried by the customer to propose optimum campaign information to the customer. A recording medium reading / writing means for reading / writing the portable recording medium; a proposal information database storing campaign information to propose to the customer; and the portable recording presented when the customer purchases a product or service. Purchase history acquisition means for acquiring the purchase history from a medium, and information of products and services newly purchased by the customer to the purchase history to obtain the latest purchase history, and to the portable recording medium. Based on the purchase history generating means to be recorded and the latest purchase history, the optimum campaign information for the customer is selected from the proposal information database. Customer service proposed and wherein the campaign information selecting means, further comprising an information output means for outputting the campaign information selected for. 2. The customer service proposal according to claim 1, wherein the purchase history acquisition means acquires the purchase history from the portable recording medium in which all purchase histories of the customer are recorded. apparatus. 3. The purchase history acquisition means acquires the purchase history from the portable recording medium relating to the customer and recording only the purchase history corresponding to a preselected item. Item 1. A customer service proposal device according to item 1. 4. The proposal information database stores the campaign information in association with information indicating an item of the product or service, and the purchase history acquisition unit uses information indicating an item of the product or service. The customer service proposing apparatus according to claim 1, wherein the purchase history is acquired from the portable recording medium in which the purchase history regarding the customer is recorded. 5. The proposal information database stores the campaign information in association with information indicating items classified based on the content of the product or service, and the purchase history acquisition means stores the product or From the portable recording medium in which the purchase history regarding the customer is recorded by the information indicating the items classified based on the content of the service,
The customer service proposing apparatus according to any one of claims 1 to 3, wherein the purchase history is acquired. 6. The suggestion information database stores the campaign information, which is classified and stored for each category of product attribute information indicating a preset attribute of the product or service. The purchase history and the product attribute information corresponding to the purchase history are acquired from the portable recording medium in which the purchase history regarding the customer is recorded together with the product attribute information, and the campaign information selecting unit is configured to perform the portable recording. Based on the product attribute information acquired from the medium, while selecting one of the categories of the product attribute information in the campaign information stored in the proposal information database,
The optimal campaign information for the customer is selected from the selected category of campaign information based on the purchase history of the customer.
The customer service proposing apparatus according to any one of 1. 7. The proposal information database stores the campaign information classified and stored for each category of personal attribute information indicating attributes of the customer including gender and age, and the purchase history acquisition unit The personal attribute information and the purchase history are acquired from the portable recording medium in which the purchase history regarding the customer is recorded together with the attribute information, and the campaign information selecting unit acquires the personal attribute from the portable recording medium. Based on the information, while selecting one of the categories of the personal information in the campaign information stored in the proposal information database, from among the campaign information of the selected category, based on the purchase history of the customer, 7. The customer service according to claim 1, wherein the most suitable campaign information is selected for the customer. Draft equipment. 8. The customer service proposing apparatus according to claim 1, wherein the proposal information database is capable of updating the stored campaign information. 9. The information output means includes at least an image display means for displaying a screen that can be visually recognized by the customer or a salesperson who provides the goods or services, and the campaign information includes the image in characters or images. 9. The customer service proposing apparatus according to claim 1, wherein a screen is displayed on a display means. 10. The information output means includes at least a receipt printing means for printing a receipt delivered as a record of providing the product or service to the customer, and the campaign information includes the receipt in characters or images. The customer service proposing apparatus according to any one of claims 1 to 9, wherein the customer service proposing apparatus is printed and displayed. 11. A portable recording medium, wherein the customer service proposing apparatus according to any one of claims 1 to 10 records a purchase history of a customer in possession. 12. A customer service proposing system for proposing optimum campaign information to a customer by referring to a purchase history of the customer's past products and services recorded in a portable recording medium carried by the customer. The customer service suggesting apparatus according to any one of claims 1 to 10, and an information providing terminal that specifies an item of a purchase history to be recorded on the portable recording medium according to an operation of the customer. Customer service proposal system characterized by. 13. A customer service proposing program that refers to a purchase history of a past product or service of the customer recorded in a portable recording medium carried by the customer to propose optimum campaign information to the customer. , Purchase history acquisition processing for acquiring the purchase history from the portable recording medium presented when the customer purchases a product or service, and information on a product or service newly purchased by the customer, A purchase history generation process of adding the history to the latest purchase history and recording it in the portable recording medium, based on the latest purchase history, from a proposal information database storing campaign information to be proposed to the customer ,
A customer service proposing program for causing a computer to execute a campaign information selection process for selecting optimum campaign information for the customer and an information output process for outputting the selected campaign information.