JP2005085230A - Customer information management system, customer information management method and customer information management program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system which manages a plurality of customer related information integrally and provides information. <P>SOLUTION: The system comprises a plurality of databases 2 to 8 in which various pieces of information on business transaction with customers are stored by correlating with customer code information, personal computers 9-1 to 9-n which display the information, and a control means 14 which gives unique unified customer code information to each customer, correlates the individual customer code information in the databases 2 to 8 with the unified customer code information, classifies, for the same customer, the business transaction information into a plurality of categories, attaches tags to the categories, displays these tags on screens of the personal computers 9-1 to 9-n all together and displays by superimposing the business transaction information classified into the categories corresponding to the tags on the screens. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a customer information management system capable of appropriately managing customer information distributed in a plurality of databases, a customer information management method, and a customer information management program applied to a computer.

  Conventionally, customer information distributed in a plurality of databases generally has different management codes such as customer codes for each database. Therefore, there is a demand for a customer information management system that can be integrated and operated.

An example of a system that manages customer information distributed in a database with a unified ID is the system described in Patent Document 1.

JP 2002-7399 A

  An object of the present invention is to easily integrate and manage a plurality of customer-related information scattered on different servers in the company and external servers accessible by the WWW (World Wide Web), so that efficient sales activities and customer correspondence can be achieved. It is to provide a customer information management system that provides information in a format that enables the customer. Moreover, the customer information management method in that case and the customer information management program applied to a computer are provided.

  The customer information management system according to the present invention includes a plurality of databases in which various types of information related to business transactions with customers are stored in association with individual customer code information, display means for displaying information, and unique to each customer Provide unified customer code information, associate individual customer code information in the plurality of databases with the unified customer code information, classify commercial transaction information into multiple classes for the same customer, and tag each class And a control means for displaying the tags collectively on the screen of the display means and displaying the commercial transaction information classified into a class corresponding to the tag on the screen of the display means.

  The customer information management system according to the present invention is characterized in that, when displaying, the control means manages display / non-display of the commercial transaction information in units of tags based on the identification information of the referrer.

  In the customer information management system according to the present invention, when the control means performs display, the business transaction information classified into a class corresponding to the tag is displayed in a predetermined order using one line for each transaction information, and a sort instruction Are received and displayed using one line for each piece of transaction information in the order of corresponding sorting.

  In the customer information management system according to the present invention, when the control means performs display, the control means receives a selection instruction from a category item including transaction amount, purchase time, and transaction period, and is classified according to the corresponding category item. It is characterized by displaying information.

  In the customer information management system according to the present invention, when the control means downloads the commercial transaction information displayed after selection, the control means receives the data format instruction and downloads the selected commercial transaction information in the designated data format. It is characterized by that.

  The customer information management system according to the present invention comprises analysis means for performing trend analysis on transaction trends for each customer, each product, and each sales agent with respect to the commercial transaction information stored in each database, and the control means includes an analysis request When the display according to the above is performed, the display based on the analysis result by the analysis means is performed.

  The customer information management method according to the present invention has a plurality of databases in which various types of information relating to commercial transactions with customers are stored in association with individual customer code information, and displays customer information stored in the plurality of databases. In the customer information management method of the system to give unique unified customer code information to each customer, manage the individual customer code information and the unified customer code information in the plurality of databases in association with each other, Classifying the business transaction information into a plurality of classes, attaching a tag to each class and displaying this tag collectively on one screen, and displaying the business transaction information classified into a class corresponding to the tag on the screen in an overlapping manner. It is characterized by.

  The customer information management method according to the present invention is characterized in that, when displaying on a screen, display / non-display management is performed in tag units for commercial transaction information based on identification information of a referrer.

  In the customer information management method according to the present invention, when displaying, the business transaction information classified into a class corresponding to the tag is displayed in a predetermined order using one line for each transaction information, and a sort instruction is accepted. It is characterized in that one line is displayed for each piece of transaction information in the order in which sorting is performed.

  In the customer information management method according to the present invention, when the control means performs display, the control means receives a selection instruction from a category item including a transaction amount, a purchase period, and a transaction period and is classified according to a corresponding category item. It is characterized by displaying information.

  In the customer information management method according to the present invention, when the control means downloads the commercial transaction information displayed after selection, the control means receives the data format instruction and downloads the selected commercial transaction information in the designated data format. It is characterized by that.

  The customer information management method according to the present invention is a customer information management method for performing trend analysis on a transaction trend for each customer, each product, and each sales agent with respect to the commercial transaction information stored in each database. When performing the display, the display is performed based on the analysis result of the analysis.

  The customer information management program according to the present invention includes a plurality of databases in which various types of information relating to commercial transactions with customers are stored in association with individual customer code information, a display unit for displaying information, and the display unit A customer information management program for a system having a computer with a customer information management program for displaying customer information stored in the database, and providing each customer with unique unified customer code information, wherein the plurality of databases The individual customer code information and the unified customer code information are associated with each other, and the commercial transaction information is classified into a plurality of classes for the same customer, and tags are attached to each class, and the tags are collectively displayed on the screen of the section. And a control means for superimposing and displaying the commercial transaction information classified into a class corresponding to the tag on the screen. .

  The customer information management program according to the present invention is characterized in that, when displaying, the control means manages display / non-display of the commercial transaction information in units of tags based on the identification information of the referrer.

  When the control means performs display, the customer information management program according to the present invention displays the commercial transaction information classified into a class corresponding to the tag in a predetermined order using one line for each transaction information, and sort instructions Are received and displayed using one line for each piece of transaction information in the order of corresponding sorting.

  In the customer information management program according to the present invention, the control means receives a selection instruction from a classification item including transaction amount, purchase time, and transaction period when the control means performs display, and the business transaction classified according to the corresponding classification item It is characterized by displaying information.

  In the customer information management program according to the present invention, when the control means downloads the displayed commercial transaction information after selection, the control means receives the data format instruction and downloads the selected commercial transaction information in the designated data format. It is characterized by that.

  The customer information management program according to the present invention comprises analysis means for performing trend analysis on transaction trends for each customer, each product, and each sales agent with respect to the commercial transaction information stored in each database, and the control means includes an analysis request When the display according to the above is performed, the display based on the analysis result by the analysis means is performed.

  According to the present invention, unique unified customer code information is given to each customer, and individual customer code information and unified customer code information in a plurality of databases are managed in association with each other. Categorize business transaction information into multiple categories for each customer, tag each category and display this tag collectively on one screen, and overlay the commercial transaction information classified into the category corresponding to the tag on the above screen Therefore, necessary commercial transaction information can be referred to accurately and easily based on the tag.

  Also, in the present invention, when displaying on the screen, since the display / non-display management is performed in units of tags with respect to the commercial transaction information based on the identification information of the referrer, the commercial transaction information corresponding to the displayed tag cannot be retrieved. There is no problem and operability can be improved.

  In the present invention, when displaying, the business transaction information classified into the class corresponding to the tag is displayed in a predetermined order using one line for each transaction information, and when a sort instruction is received, the corresponding sort is performed. Since each transaction information is displayed using one row in order, one piece of commercial transaction information can be traced in the row direction, and different commercial transaction information can be traced in the column direction, thereby improving operability.

  Further, in the present invention, when displaying, since it receives a selection instruction from a category item including transaction amount, purchase time, and transaction period, and displays the commercial transaction information classified by the corresponding category item, the amount and time It is possible to classify and refer to the commercial transaction information from the viewpoint of the above, and it is possible to use it suitably for sales activities.

  Further, in the present invention, when the commercial transaction information is downloaded, the selected and displayed commercial transaction information is downloaded in the designated data format, so that the user can freely process the information and is suitable for sales activities. Can be used.

  Further, in the present invention, regarding the commercial transaction information stored in each database, since the trend analysis is performed on the transaction trend for each customer and the display relating to the analysis request is performed, the sales activity strategy can be formulated using the trend analysis result.

  Unique unified customer code information is given to each customer in different databases, and individual customer code information and unified customer code information in a plurality of databases are associated with each other. Further, regarding the same customer, the business transaction information is classified into a plurality of classes, and each class is attached with a tag and displayed. A customer information management system, a customer information management method, and a customer information management program according to embodiments of the present invention will be described below with reference to the accompanying drawings.

  FIG. 1 shows a configuration example of a customer information management system according to an embodiment of the present invention. The customer information management system includes a main computer 1, a basic information database 2, a product sales information database 3, a maintenance contract information database 4, a sales activity information database 5, a complaint / breaking information database 6, a consumer satisfaction information database 7, and a person in charge. The person information database 8 is connected.

  In addition, personal computers 9-1 to 9-n are connected to the main computer 1 via the network 10, and instructions and information can be given to the main computer 1 by the personal computers 9-1 to 9-n. Necessary information can be extracted.

  The basic information database 2 stores information about all companies that are customers. Specifically, information as shown in FIG. 2 is stored as one set for each company. That is, the company code, the company name, its reading, the location, the number of employees, the telephone number, the capital, the main business, and information about the representative / executive not shown are stored. The product sales information database 3 stores various information related to product sales in units of negotiations. Specifically, as shown in FIG. 3 for each unit of negotiations, sales date, sales representative, order owner Information such as the orderer code, sales price, cost, transaction property (product information) is stored.

  The maintenance contract information database 4 stores information related to maintenance contracts of various devices for each maintenance target property. Specifically, as shown in FIG. 5 for each maintenance target property, Information such as sales staff, partner, partner code, sales price, cost, target property, and maintenance content is stored. The sales activity information database 5 stores information on sales activities by visit or telephone from the call center in units of sales activities. Specifically, as shown in FIG. Information such as date, sales representative, sales partner, partner code, sales price, cost, target property, activity progress, activity content, etc. is stored.

  The complaint / breaking information database 6 stores breaking information such as failure notifications and complaints from consumers and users, and defects received from departments such as quality inspections in units of notification. As shown in Fig. 6 for the notification unit, the date of occurrence, destination, destination code, date of completion of maintenance, property, classification (any of failure, complaint, breaking news), failure content, Information such as troubleshooting is stored.

  The consumer satisfaction information database 7 stores survey results on consumer (customer) satisfaction for each customer. Specifically, as shown in FIG. Codes, company names, their readings, survey dates, overall satisfaction, satisfaction with sales activities, satisfaction with services, etc. are stored.

Further, the person-in-charge information database 8 stores information about the person in charge on a customer basis. Specifically, as shown in FIG. 8 for each customer, the company code, the company name, and its reading , Sales manager, technical manager, sales keyman (current job, previous job, previous job), technical keyman (current job, previous job, previous job), etc. Such information is stored.

  In each of the above databases, customer codes (company code, partner code, orderer code, etc.) are given to the same company but are different codes. Therefore, unique unified customer code information is given to each customer, and the individual computer code information and unified customer code information in a plurality of databases are associated with each other as shown in FIG. The table 11 shown in FIG. 9 associates a unified customer code with a company code, a partner code, an orderer code, a company name, etc. for each customer, and searches for other information from any information. It is possible.

  The main computer 1 includes a CPU 12 and a memory (including a main memory and an external storage memory) 13 in which programs and data used by the CPU 12 are stored, and categorizes commercial transaction information into a plurality of classes for the same customer. A tag is attached to each class, and the tag is collectively displayed on the screen of the display device as the display means of the personal computers 9-1 to 9-n, and the commercial transaction information classified into the class corresponding to the tag is overlaid on the above. The memory 13 includes a program for realizing the control means 14 for displaying on the screen of the display means.

  A display example of the screen displayed on the display means by the control means 14 is shown in FIG. At the top of the screen, a plurality of tags are arranged and displayed in a row as shown in the enlarged view in the figure. In this embodiment, the business transaction information is “company overview”, “CS (customer satisfaction) survey result”, “person in charge information”, “transaction history / delivery product”, “contact history (1)”, “contact history ( 2) ”,“ Estimation information ”,“ Expected information ”,“ Maintenance information ”, and“ Failure information ”.

  When displaying, the control means 14 is configured to manage whether to display or hide the transaction information in units of tags based on the identification information of the referrer (users of the personal computers 9-1 to 9-n). In order to realize this, a reference authority table 15 shown in FIG. 11 is provided in the main computer 1. In the reference authority table 15, the screen name (the name of the screen corresponding to one tag) and the unified customer code are associated with the organization code of the user. In the table of FIG. 11, the organization codes “T0”, “T1”, “T2”, “T6” have the authority to refer to the “person in charge information” screen for the customer whose unified customer code is “000001”. "... Indicates that the person is a member of the organization. Also, different from this example, for customers with unified customer code “000001”, if no organization code is registered on the “person in charge information” screen, all organizations are unified. This indicates that the customer with the customer code “000001” has the authority to refer to the “person information” screen.

  In this system, the screen display is advanced by the control means 14 in the order shown in FIG. The screen information shown in (1) to (4) is information included in the control means 14. (1) is an initial screen that prompts the user to enter personal identification information (ID) and a password. For example, the user's personal information includes an organization code, and upon detecting this, the control means 14 displays or hides the commercial transaction information on a tag basis based on the information stored in the reference authority table 15 described above. Perform management. For example, the processing is started in the personal computer 9-1 and the initial screen (1) is displayed.

  When the user's personal identification information (ID) and password are entered on the initial screen of (1) above, the control means 14 next prompts the selection of “information search” or “information setting” of (2) A screen is displayed, and selection of “information search” or “information setting” is awaited. Here, when information setting is selected by clicking on the “information setting” area or the like, an initial setting screen for various information is displayed as shown in (3). This various information setting initial screen is a screen for shifting to the screen for setting the information of the reference authority table 15 and the information of the table 11 described above. The information of the reference authority table 15 and the table 11 will be described. When the user proceeds to the screen for setting the information, the information in the reference authority table 15 and the information in the table 11 are set.

  When the information search is selected by clicking on the “information search” area on the menu screen of (2), the control means 14 performs “customer information search” and “customer information analysis” as shown in (4). A menu screen is displayed prompting the user to select either “Customer information search” or “Customer information analysis”. Here, when the customer information search is selected by clicking on the “customer information search” area or the like, the control means 14 corresponds to (5) for inputting various information as shown in FIG. Display the initial screen of “Search customer information”.

  The initial screen of “Customer Information Search” shown in FIG. 13 is a screen for searching for a customer who is the target of the search, and from any of “Customer Name”, “Uniform Customer Code”, and “Company Code”. It is possible to search for a desired customer. A check box is provided in front of the character strings of “customer name”, “unified customer code”, and “company code”, and it is possible to set which of the search is performed. A text box is provided after the character strings of “customer name”, “unified customer code”, and “company code”, and characters and numbers can be input. In the text box after “customer name”, the character string of the customer name is input. The control means 14 performs an ambiguous search using the information in the table 11 shown in FIG. To display. In the example of FIG. 13, for example, by inputting “A” as “customer name”, companies including “A” in the character string of the company name are extracted and displayed as a list. Further, these codes are inputted into the text boxes after the character strings of “unified customer code” and “company code”. The control means 14 uses, for example, the front matching method in the table 11 shown in FIG. Search using information, extract and display as a list. When the desired customer is displayed in the list, the user can proceed to the search for desired customer information by operating the check box provided on the left side of the list column and clicking the “OK” button.

  The operation in the case of the customer information search including the operation by the control means 14 described above is realized by a program corresponding to the flowchart shown in FIG. As described above, the control unit 14 displays the initial screen of “customer search” shown in FIG. 13 on the personal computer 9-1 (S1), receives the operation information as described above, and displays the corresponding display. (S2). Then, when the “decision” button is clicked to select that the search target has been determined (S3), the control means 14 uses the information in the table 11 of FIG. Are classified into predetermined classes (classes corresponding to the tags shown in FIG. 10), tags are attached to the respective classes, and the tags are displayed side by side as shown in FIG. The classified commercial transaction information is displayed in a superimposed manner (S4). First, as shown in FIG. 15, a “company overview” screen created based on the information shown in FIG. 2 is displayed on the surface. The screen configuration information in this case is provided in the control means 14. In this case, as already explained, the information of the reference authority table 15 shown in FIG. 11 is used to hide the commercial transaction information without the reference authority in the unit of customer / tag.

  The control means 14 detects whether a tag has been selected (S5). If no tag is selected, it is not displayed on the screen of FIG. It is detected whether an end operation such as a click has been performed (S6), and the process returns to step S5. When the ending operation is performed, the process ends. When a tag is selected, a commercial transaction screen corresponding to the selected tag is displayed on the front (S7). Further, it is detected whether an instruction to download information on the display screen has been made (S8), and download is started in the designated format (S9).

  The business transaction screen corresponding to each tag will be described. FIG. 15 is a screen of the company outline already described, and it is possible to grasp the outline of the desired company in preparation for a business negotiation or the like. Note that blanks in each screen do not necessarily indicate that no information is displayed. FIG. 16 is a screen of a CS (customer satisfaction information) survey result, and a screen is created and displayed based on four times from the latest one in the overall satisfaction shown in FIG. In addition, screens are created and displayed based on the latest two sales, service, and transaction methods.

  FIG. 17 is a screen for person-in-charge information, which is created based on the information shown in FIG. In the person-in-charge information, since a number is assigned to each case in the information shown in FIG. 3 and the like, sales keymen and technical keymen with high frequency are extracted and displayed (lower column). This makes it easy to obtain information such as who should be asked to obtain knowledge about the information for the customer, and information such as who is appropriate to take for sales. Is possible.

  FIG. 18 is a transaction history / delivery product information screen, which is created based on the information shown in FIG. By instructing and operating a desired “note number” in the history displayed in the list, information on the delivery destination displayed in the lower column and the delivery configuration in that case is displayed. FIG. 19 shows information related to the contact history (1), which is created based on the information related to the sales activities shown in FIG. 4 excluding information obtained by telephone from the call center. By instructing and operating a desired “case” in the list-displayed cases, information related to the case details displayed in the lower column is displayed.

  FIG. 20 shows information relating to the contact history (2), which is created based on information picked up by telephone from the call center in the information relating to the sales activities of FIG. In this contact history (2) screen, information related to the activity details displayed in the lower column is displayed by instructing the “action date” related to the desired item among the listed items. Is displayed.

  FIG. 21 is a screen for estimate information, which is created based on information obtained by picking up information whose “activity content” is “estimate” in the information related to the business activities of FIG. In the list display, an estimate number and an outline of the estimated property are displayed for each business unit. In the list display, by specifying and operating the desired quotation number, the item information of the estimated property is attributed to each of the “hard” tab, “soft” tab, and “service” tab, and classified and displayed as shown in FIG. Is done. Also in this case, the information belonging to the “hard” tab is initially displayed on the front, and thereafter, the information belonging to the desired tab can be displayed on the front by operating a desired tab.

  FIG. 23 is a screen of expected information. The past results are obtained based on the history information shown in FIG. 3, the orders and sales in this term are predicted and the orders and sales are planned, and the actual orders and sales in this term are shown. Are displayed as achievements. In the lower column, the forecasts and results for each period are displayed in a graph. In addition, in the right column, properties that are scheduled to be ordered / actual in the current term are displayed by property number and order date, and are also attributed to the “sales” tab. Properties with planned / actual sales are displayed by property number and order date. By operating these tabs, information belonging to the tabs can be displayed in the foreground.

  FIG. 24 shows a maintenance information screen, which is created based on the information shown in FIG. On this screen, information related to maintenance contracts is displayed for each maintenance order number. By operating the desired maintenance order number, the information that belongs to the corresponding "Configuration" tab and "Cost department information" tab is displayed in the right column. Is displayed. By operating these tabs, information belonging to the tabs can be displayed in the foreground.

  FIG. 25 shows a screen for failure information, which is created based on the information shown in FIG. Each failure information is listed on the date of occurrence and subject. By instructing the desired “occurrence date” field, the detailed information of the failure information can be displayed in the right field. In the case of fault information, information on the model name, faulty device, ..., phenomenon and action is displayed, and in the case of complaint / breaking information, information identifying the subject such as the subject name, product name, system name, etc. In addition, detailed information such as accident status and response details is displayed.

  In the case of displaying the business transaction screen corresponding to each tag described above, after displaying the business transaction information corresponding to the tag selected after the tag selection (S5) in the flowchart shown in FIG. , Monitoring whether the request for sorting, detailed display, download, etc. is generated by a predetermined instruction operation (S8). If there is a request for sorting, detailed display, download, etc., the requested sort, Detailed display and download. For the sort instruction, for example, the mouse pointer is placed at the position of “occurrence date”, “classification”, and “subject” on the failure information screen shown in FIG. 25, and the click is performed after the pointer changes to a handle mark. As a result, sorting is performed in ascending order → descending order → default order.

  In this way, business transaction information necessary for business activities is appropriately classified and provided, and details thereof can be easily displayed, which is extremely convenient. A sort function is also provided, which can be displayed in the required order for consideration. In addition, a download function is also provided, and information can be provided in response to a user request.

  Next, the analysis function realized by this system will be described. As described above, the product sales information database 3 stores the information shown in FIG. The information shown in FIG. 3 is stored for each negotiation. As described above, the business activity information database 4 stores the information shown in FIG. In the business activity information database 4, in addition to the information shown in FIG. 4 stored for each negotiation, for example, the detailed negotiation information shown in FIG. 26 is stored for each negotiation. The contents include information on the subject, representative model, business division, sales staff, technical staff, information on the amount, and the like. In addition, all information such as the result of the negotiation (whether it was sold or lost) and the contents of the negotiation (conversation regarding price, conversation regarding likes and dislikes, conversation regarding products of other companies) are set.

  When the control means 14 advances the screen display in the order shown in FIG. 12 and the customer information analysis is selected by clicking on the “customer information analysis” area on the screen as shown in (4), the control is performed. The means 14 displays an initial screen of “customer information analysis” corresponding to (6) for inputting various information as shown in FIG.

  In the initial screen of “Customer Information Analysis” shown in FIG. 27, the analysis items “Sales Analysis”, “Replace List”, “Customer Product Introduction Results”, “Our Procurement List”, and “Loss and Loss Analysis” are selected and executed. The “sales analysis” can be selected and executed for each customer, each product, or each sales channel. The “replacement list” can be selected and executed by customer, product, or sales agent. With regard to “loss-and-failure analysis”, it can be selected and executed by customer or product. As the narrowing-down conditions, the period, customer name, unified customer code, company code, product major category, product minor category, person in charge name, sales agent name, etc. can be designated and input. This narrowing-down part is already the same as the description of the screen displayed in FIG. In the system, each information of customer, product, and person in charge is registered in the main computer 1 in advance as the My List corresponding to the personal identification information, and the Customer, Product, The desired information can be selected from each information of the person in charge, and the input to the box for the narrowing conditions can be omitted.

  When executing customer information analysis, the control unit 14 activates the analysis unit 16 and relates to the transaction trend for each customer regarding the commercial transaction information stored in each database (particularly, the detailed negotiation information described with reference to FIG. 26). The following analysis is performed. The control unit 14 displays the analysis result on, for example, the personal computer 9-1 that has made the analysis request.

  As shown in the flowchart of FIG. 28, the analysis unit 16 determines whether the request is a replace list request (S11), whether it is a sales analysis request (S12), whether it is a lost / received order analysis request (S13), and our procurement list request. (S14) or whether it is a customer-specific product introduction record request (S15). In each case, it is detected whether the input of conditions and the like is completed using the screen shown in FIG. 27 and a search instruction is issued by clicking the search button (S16 to 20).

  When the input of conditions and the like is completed and a search instruction is issued, if the request is a replace list request, the process proceeds to the processing corresponding to the flowchart shown in FIG. Advances to processing by the program corresponding to the flowchart shown in FIG. If the request is a sales analysis request, the process proceeds to a process corresponding to the flowchart shown in FIG. 34. If the request is a company procurement list, the process proceeds to a process corresponding to the flowchart shown in FIG. Further, when the request is a sales analysis request for each product, the process proceeds to a process corresponding to the flowchart shown in FIG. 29, and when the request is a customer-specific product TT introduction record request, the process according to the flowchart corresponding program shown in FIG. Proceed to

  If the request is a replace list request, as shown in FIG. 29, the corresponding item information is extracted from the DB (database) based on the given conditions, and displayed in a list in a predetermined format (S21). ). FIG. 30 shows a screen example of a result of searching using the condition information in the “condition” column displayed in the figure. As a result, it is possible to pick up cases and the like that are time for replacement of property (product), and use as an attack list for sales and maintenance can improve sales performance.

  When the list is displayed in step S21, the control unit 14 detects whether or not one case is clicked (S22). When one case is clicked, the control unit 14 responds based on the order number code. Detailed negotiation information is extracted from the database and displayed (S23). In this case, the detailed negotiation information as shown in FIG. 26 is displayed. Further, the control means 14 detects the operation of the “end” or “return” button on the display screen (S24), and ends when the “end” button is operated, and the operation of the “return” button is performed. Return to the screen of FIG.

  If the request is an acceptance / rejection analysis request, as shown in FIG. 31, the corresponding item information is retrieved from the DB (database) based on the given conditions and displayed in a list in a predetermined format. (S25). FIG. 32 shows a screen example of a search result using the condition information in the “condition” column displayed in FIG. In this analysis, information such as the result of the negotiation (whether it was sold or lost) in the detailed negotiation information and the contents of the negotiation (conversation about price, conversation about likes and dislikes, conversation about other companies' products) Analyze using a Japanese dictionary and look for causes of disability, loss of reason, etc. Words of failure factors and missing factors are made into a dictionary, and when word information that matches or is similar to these words is detected, it is counted and displayed as a percentage.

  When the display as shown in FIG. 32 is performed in the above step S25, the control means 14 detects whether or not the item details are clicked (S26). When one item is designated by displaying the list, the corresponding detailed negotiation information is extracted from the database based on the order number code and displayed (S27). In this case, the detailed negotiation information as shown in FIG. 26 is displayed. Further, the control means 14 detects the operation of the “end” or “return” button on the display screen (S28), and ends when the “end” button is operated, and the “return” button is operated. Return to the screen of FIG.

  In this way, the screen for analyzing lost and received orders can be displayed, so that it is possible to carry out sales activities based on future strategies, which is extremely efficient. The percentage display portion can be visually grasped by displaying a graph such as a pie chart together with or instead of this.

  If the request is a sales analysis request by customer, as shown in FIG. 34, the corresponding item information is retrieved from the DB (database) based on the given conditions, and displayed in a list in a predetermined format given in advance. (S31). FIG. 35 shows a screen example of a result of searching using the condition information in the “condition” column displayed in the figure. As a result, the sales price, profit (gross margin) amount, and profit (gross margin) rate are displayed for each product category and fiscal year, and can be used for setting budget targets and planning sales strategies for customers. Is possible.

  When the display as shown in FIG. 35 is performed in step S31, the control means 14 detects whether or not the information column (amount etc.) is clicked (S32), and the information column (amount etc.) is clicked. In the case where is made, the order number list is displayed (S33), and it is detected whether it is selected or returned by selecting one item on the display screen or detecting the operation of the “return” button (S34). If so, the corresponding detailed negotiation information is extracted from the database based on the order number code and displayed (S35). In this case, the detailed negotiation information as shown in FIG. 26 is displayed. Further, the control means 14 detects the operation of the “end” or “return” button on the display screen (S36), and ends when the “end” button is operated, and the “return” button is operated. Return to the screen of FIG. In this example, it is displayed every year, but by inputting instructions such as clicking on the desired year column, sales may be displayed in the first half and the second half, and every quarter. Good. In this way, more detailed information is displayed, which is suitable for making detailed strategy planning.

  If the request is a company procurement list request, as shown in FIG. 37, the corresponding item information is retrieved from the DB (database) based on the given conditions and displayed in a list in a predetermined format. (S41). FIG. 38 shows a screen example of a result of searching using the condition information in the “condition” column displayed in the figure. In this search condition, a customer including the word “stock” is searched using a wild card with “×” mark, and is displayed in a list in the order of the procurement amount. This facilitates the selection of sales targets and the formulation of approach plans. Further, the control means 14 detects the operation of the “end” or “return” button on the display screen (S42), and ends when there is an operation of the “end” button, and the operation of the “return” button is performed. Return to the analysis menu screen of FIG.

  If the request is a sales analysis request for each product, as shown in FIG. 29, the corresponding item information is retrieved from the DB (database) based on the given conditions, and displayed in a list in a predetermined format given in advance. (S21). FIG. 36 shows a screen example of a search result using the condition information in the “condition” column displayed in the figure. As a result, a list of products sold to a desired customer (here, AAA Corporation) is displayed in order of sales amount. As a result, the customer's purchasing trend can be grasped, and the sales performance can be improved by using it for planning a sales policy.

  When the list is displayed in step S21, the control unit 14 detects whether or not one case is clicked (S22). When one case is clicked, the control unit 14 responds based on the order number code. Detailed negotiation information is extracted from the database and displayed (S23). In this case, the detailed negotiation information as shown in FIG. 26 is displayed. Further, the control means 14 detects the operation of the “end” or “return” button on the display screen (S24), and ends when the “end” button is operated, and the operation of the “return” button is performed. Return to the screen of FIG.

  If the request is a customer-specific product TT introduction performance request, as shown in FIG. 39, the corresponding item information is retrieved from the DB (database) based on the given conditions and listed in a predetermined format given in advance. Displayed (S43). FIG. 40 shows a screen example of a search result using the condition information in the “condition” column displayed in the figure. In this example, it is shown in which business part the system of the project name belonging to the product TT is introduced. The ○ mark is displayed separately during negotiations and lost orders by coloring. This is suitable when planning a sales strategy, such as which business part should be attacked by sales.

  When the list is displayed in step S43, the control means 14 detects whether or not one item corresponding to the circle is clicked (S44). The detailed negotiation information corresponding to the code is extracted from the database and displayed (S45). In this case, the detailed negotiation information as shown in FIG. 26 is displayed. Further, the control means 14 detects the operation of the “end” or “return” button on the display screen (S46), and ends when the “end” button is operated, and the “return” button is operated. Return to the screen of FIG.

  As described above, the analysis result by the analysis means 16 is displayed, so that it is possible to grasp the customer's preference and the sales opportunity accurately and advance the business very advantageously.

  The present invention is suitable for a computer system for planning a sales strategy by integrating a system that integrates several databases.

The block diagram which shows the structure of the customer information management system which concerns on the Example of this invention. The figure which shows the example of information memorize | stored in the basic information database 2 used for the customer information management system which concerns on the Example of this invention. The figure which shows the example of information memorize | stored in the product sales information database 3 used for the customer information management system which concerns on the Example of this invention. The figure which shows the example of information memorize | stored in the sales activity information database 5 used for the customer information management system which concerns on the Example of this invention. The figure which shows the example of information memorize | stored in the maintenance contract information database 4 used for the customer information management system which concerns on the Example of this invention. The figure which shows the example of information memorize | stored in the complaint and bulletin information database 6 used for the customer information management system which concerns on the Example of this invention. The figure which shows the example of information memorize | stored in the consumer satisfaction information database 7 used for the customer information management system which concerns on the Example of this invention. The figure which shows the example of information memorize | stored in the person-in-charge information database 8 used for the customer information management system which concerns on the Example of this invention. It is a figure which shows the memory content of the table used for the customer information management system which concerns on the Example of this invention, The figure by which the individual customer code information and unified customer code information in a some database were matched. The figure which shows the display state of the commercial transaction information displayed in the customer information management system which concerns on the Example of this invention. The figure which shows an example of the memory content of the reference authority table used for the customer information management system which concerns on the Example of this invention. The figure which shows the order in which a screen is displayed in the customer information management system which concerns on the Example of this invention. The figure which shows an example of the initial screen of the "customer information search" displayed in the customer information management system which concerns on the Example of this invention. The flowchart for demonstrating operation | movement in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the commercial transaction information in the customer information management system which concerns on the Example of this invention. The figure which shows an example of the initial screen of the "customer information search" displayed in the customer information management system which concerns on the Example of this invention. The flowchart for demonstrating the analysis operation | movement in the customer information management system which concerns on the Example of this invention. The flowchart for demonstrating the analysis operation | movement in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the analysis result in the customer information management system which concerns on the Example of this invention. The flowchart for demonstrating the analysis operation | movement in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the analysis result in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the analysis result in the customer information management system which concerns on the Example of this invention. The flowchart for demonstrating the analysis operation | movement in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the analysis result in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the analysis result in the customer information management system which concerns on the Example of this invention. The flowchart for demonstrating the analysis operation | movement in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the analysis result in the customer information management system which concerns on the Example of this invention. The flowchart for demonstrating the analysis operation | movement in the customer information management system which concerns on the Example of this invention. The figure which shows the example of a display of the analysis result in the customer information management system which concerns on the Example of this invention.

Explanation of symbols

1 Main Computer 2 Basic Information Database 3 Product Sales Information Database 4 Maintenance Contract Information Database 5 Sales Activity Information Database 6 Complaints / Breaking News Information Database 7 Consumer Satisfaction Information Database 8 Personnel Information Database 9-1 to 9-n Personal Computer 10 Network 11 Table 12 CPU
13 Memory 14 Control means 15 Reference authority table 16 Analysis means

Claims (18)

A plurality of databases in which various information related to business transactions with customers are stored in association with individual customer code information;
Display means for displaying information;
Giving each customer a unique unified customer code information, associating the individual customer code information with the unified customer code information in the plurality of databases, classifying the commercial transaction information into a plurality of classes for the same customer, A control unit for attaching a tag to a class and displaying the tag collectively on the screen of the display unit, and displaying the business transaction information classified into the class corresponding to the tag on the screen of the display unit. A customer information management system characterized by 2. The customer information management system according to claim 1, wherein, when performing the display, the control unit manages display / non-display of the commercial transaction information in units of tags based on the identification information of the referrer. When the control means performs display, the business transaction information classified into a class corresponding to the tag is displayed in a predetermined order using one line for each transaction information, and when a sort instruction is received, the corresponding sort is performed in the order of execution. The customer information management system according to claim 1, wherein one line is displayed for each piece of transaction information. The control means, when performing the display, receives a selection instruction from a classification item including transaction amount, purchase time, and transaction period, and displays the commercial transaction information classified by the corresponding classification item. Item 2. The customer information management system according to Item 1. In the case of downloading, the control means receives the instruction to download the commercial transaction information displayed in response to the selection instruction in the designated data format, and downloads the corresponding commercial transaction information in the designated data format. The customer information management system according to claim 1. With respect to the commercial transaction information stored in each database, comprising analysis means for performing trend analysis on transaction trends by customer, by product, by sales agent,
The customer information management system according to claim 1, wherein the control unit performs display based on an analysis result by the analysis unit when performing display related to the analysis request. In the customer information management method of the system, which has a plurality of databases stored in association with individual customer code information related to various business transactions with customers, and displays customer information stored in the plurality of databases,
Give each customer a unique unified customer code information, manage the individual customer code information in the plurality of databases and the unified customer code information in association with each other,
For the same customer, classify the business transaction information into a plurality of classes, attach tags to each class and display the tags collectively on one screen, and superimpose the business transaction information classified into the class corresponding to the tag A customer information management method characterized by displaying on a screen. 8. The customer information management method according to claim 7, wherein when displaying on the screen, management of display / non-display of the commercial transaction information in units of tags is performed based on the identification information of the referrer. When displaying, the business transaction information classified into a class corresponding to the tag is displayed in a predetermined order using one line for each transaction information, and when a sort instruction is received, the corresponding sorting is performed for each transaction information. The customer information management method according to claim 7, wherein one line is used for display. The control means, when performing the display, receives a selection instruction from a classification item including transaction amount, purchase time, and transaction period, and displays the commercial transaction information classified by the corresponding classification item. Item 8. The customer information management method according to Item 7. In the case of downloading, the control means receives the instruction to download the commercial transaction information displayed in response to the selection instruction in the designated data format, and downloads the corresponding commercial transaction information in the designated data format. The customer information management method according to claim 7. Regarding the commercial transaction information stored in each database, a customer information management method for performing trend analysis on transaction trends by customer, by product, by sales agent,
8. The customer information management method according to claim 7, wherein when performing display related to an analysis request, display is performed based on an analysis result of the analysis. A plurality of databases in which various information relating to commercial transactions with customers are stored in association with individual customer code information, a display unit for displaying information, and customer information stored in the plurality of databases is displayed on the display unit A customer information management program for a system having a computer with a customer information management program for
Giving each customer a unique unified customer code information, associating the individual customer code information with the unified customer code information in the plurality of databases, classifying the commercial transaction information into a plurality of classes for the same customer, A control unit that attaches a tag to a class and collectively displays the tag on the screen of the part and displays the business transaction information classified into the class corresponding to the tag on the screen is realized. Information management program. 14. The customer information management program according to claim 13, wherein, when performing the display, the control unit manages display / non-display of the commercial transaction information in units of tags based on identification information of a referrer. When the control means performs display, the business transaction information classified into a class corresponding to the tag is displayed in a predetermined order using one line for each transaction information, and when a sort instruction is received, the corresponding sort is performed in the order The customer information management program according to claim 13, wherein each transaction information is displayed using one line. The control means, when performing the display, receives a selection instruction from a category item including transaction amount, purchase time, and transaction period, and displays the commercial transaction information classified by the corresponding category item. Item 14. A customer information management program according to Item 13. In the case of downloading, the control means receives the instruction to download the commercial transaction information displayed in response to the selection instruction in the designated data format, and downloads the corresponding commercial transaction information in the designated data format. The customer information management program according to claim 13. With respect to the commercial transaction information stored in each database, comprising analysis means for performing trend analysis on transaction trends by customer, by product, by sales agent,
14. The customer information management program according to claim 13, wherein the control unit performs display based on an analysis result by the analysis unit when performing display related to the analysis request.

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