JP2005267211A - Customer management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To automatically identify a customer when the customer applies for online customer registration after purchasing commodities off-line. <P>SOLUTION: When a commodity is sold off-line, customer information is inputted from an input terminal 25 and stored in a storage part M1. At the same time, a transaction number TN and a customer number CN are issued and a seal SE with the numbers thereon is affixed to the commodity GO, which is then delivered to the customer. For on-line registration, the customer inputs the transaction number TN and the customer number CN from a terminal 6. A server 27 conducts searches to see whether or not the transaction number TN and the customer number CN are stored in the storage part M1; if they are stored there, the customer is determined to be the one to whom commodities have been sold off-line before. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

The present invention relates to a customer management system suitable for use when a customer who has ordered a product by facsimile, telephone or the like performs online customer registration via the Internet or the like.

If customer information of customers who purchased products is managed in a database, the customer purchase history can be grasped, which can be used for various services and advertisements. For this reason, various customer management systems have been developed in the past, and in particular, there are many devices for simplifying the operation during user registration.

For example, Patent Document 1 discloses an invention in which when a user registers a customer in an administrator database via the Internet, customer information is transferred from the administrator database to each manufacturer. According to the present invention, once the user performs user registration in the administrator database, there is an advantage that it is necessary to individually perform user registration for a plurality of manufacturers.
JP 2001-195488 A

By the way, as a form of mail-order sales, offline sales that accept orders using FAX or telephone and online sales that accept orders from a homepage on the Internet may be used in combination. In this case, for customers who purchased products offline,
In general, a customer registration process is performed on the sales side using information about a customer obtained from AX. However, even if a customer has an off-line transaction, in order to place an order online, the customer must be registered again from the homepage or the like. In this case, it is extremely difficult to determine whether or not the customer who has registered online is the same as a customer who already has a transaction in offline sales.

One of the reasons is that, for offline customer registration, customer information obtained by telephone or FAX is input by the operator of the sales company, and online customer registration is input by the customer. in this case,
Addresses and phone numbers are often half-width, full-width, and hyphens and spaces are often different depending on the input person, and names and phonetics often differ due to input errors. In the collation by the computer, since the data to be collated must be the same, if there is a difference in the input data as described above, even the same customer is recognized as a different customer.

Another reason is that, for example, if the customer is a corporation, the same corporation name and person in charge are registered online after the company name and ordering person name are specified and an order is placed offline. For example, they are determined to be the same customer. However, if the person in charge of the ordering has been transferred to a different department, the customer becomes a substantially different customer (destination), but the inconvenience of being the same customer in terms of data verification occurs.
In this way, it is extremely difficult to determine whether or not customers registered by different routes are the same, because there are various circumstances. With conventional devices, online and offline customer registration are different customers. I was managing. Accordingly, the management of the sales history for each customer is not accurate, and the data processing is excessive for managing a plurality of the same customers.

The present invention has been made in view of the above-described circumstances. When an offline sales customer performs online customer registration, the association can be accurately performed, and the customer registration process can be simplified. It aims to provide a customer management system.

In order to solve the above-mentioned problems, the present invention identifies an input means for inputting customer information, a storage means for storing customer information input by the input means, and the transaction when shipping a product to a customer Identification information giving means for writing identification information in association with customer information of the customer in the storage means, input screen display means for displaying an input screen for inputting the identification information on a customer terminal via the network, and the customer When the identification information is input from the input screen displayed on the terminal, it is determined that the storage means is searched, the search means for determining the presence or absence of the identification information, and the identification means has the identification information. A registration transition means for displaying a customer registration screen for prompting input of registration information for customer registration on the customer terminal via the network, and the customer terminal Registration information fed from the customer registration screen that is displayed, and includes a registration information management means for managing in association with the corresponding identification information.

Moreover, as a preferable aspect, the identification information may include order identification information for identifying an order from a customer and a customer identifier for identifying the customer.
As another preferred aspect, the registration transfer means may read customer information related to the identification information from the storage means and display it on the customer terminal.

In this case, when the registration transition means displays customer information on the customer terminal, the correction input means that prompts the customer information to be corrected and accepts the correction when the correction is made, and the correction input means. And customer information correction means for correcting the customer information in the storage means according to the correction contents accepted by the user.

Moreover, as another preferable aspect, it may have a printing means for printing the identification information given by the identification information giving means.

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing the configuration of the present embodiment, in which 1 denotes a customer side and 2 denotes a sales company side. The customer side 1 has a telephone 4, a facsimile machine 5, and a terminal (personal computer) 6.

The telephone 4 and the facsimile machine 5 are connected to the telephone 2 of the sales company 2 via the public line network 10.
0, communication with the facsimile machine 21 is possible. The sales company side 2 has an input terminal (personal computer) 25, a printer 26, and a server 27. The input terminal 25 is used when an operator (not shown) inputs product information and customer information related to orders received by the telephone 20 or the facsimile machine 21. M1 indicates a storage unit (hard disk or the like) in the input terminal 25, and stores customer folders CF, CF, CF... Generated for each customer as shown in the figure.

Here, FIG. 2 is a diagram showing the stored contents of the customer folder CF. As shown in the figure, the customer folder CF stores a customer number CN serially given to the customer and customer related information CI related to the customer. The customer related information CI is information relating to the customer such as the customer's name, name, address, telephone number, FAX number, e-mail address, family structure, and date of birth. These types of information are input by an operator who has received an order through the telephone 20 or the facsimile machine 21 based on information heard on the telephone or on the facsimile. The customer folder CF stores an order number TN, a date DATE, a product number GN, a number N, a shipping deadline DT, etc. every time an order is received. These pieces of information are input by the operator according to the order.

Next, the printer 26 shown in FIG. 1 is used when printing a sticker attached to a product, and prints a sticker SE on which an order number TN and a customer number CN are printed. Printing by the printer 26 is performed by the operator operating the input terminal 25 in units of product shipment.
Here, the GO shown in FIG. 1 is an example of a product, and is shipped to the customer side 1 with the seal SE attached as shown in this figure.

Next, the server 27 shown in FIG. 1 performs the CP based on the program stored in the ROM 32.
U31 operates and performs various processes described later. The RAM 33 is used as a work area for the CPU 31, and the monitor 30 displays various images. Further, the CPU 31 reads and writes data from and to the storage unit M1 via the interface 35. A communication interface 34 exchanges data with the terminal 6 on the customer side 1 via the Internet network 50. In the above configuration, the CPU 31 is always connected to the Internet network 50 and the storage unit 3.
6 is provided as a homepage. The storage unit 36 stores various screens to be provided via the Internet network 50.

Next, the operation of this embodiment having the above-described configuration will be described.
First, the customer places an order using the telephone 4 or the facsimile machine 5. When this order is the first transaction, the operator of the sales company 2 who has received the order gives the customer a customer number CN and acquires customer related information CI. Then, the customer number CN and the customer related information CI are input from the input terminal 25. As a result, the customer file CF for the customer is created in the storage unit M1, and the customer number CN and the customer related information CI are written in the customer file CF. Then, the operator inputs the order number TN, date DATE, product number GN, number N, shipping deadline DT, etc. according to the order, and information according to this input is written in the customer file CF of this customer (FIG. 2). reference).

Next, the operator prints the seal SE on which the order number TN and the customer number CN are printed by the printer 26. The seal CE printed in this way is attached to the corresponding product GO. Then, the product GO to which the seal CE is attached is sent to the customer side 1.

Thereafter, in the same manner, the above processing is performed each time an order is placed, and a history of products purchased by the customer is accumulated in the customer file CF. In this case, the customer number CN that has been input in the first transaction is continuously used.

Next, a case where the customer purchases online using the Internet will be described. In the following description, the customer who has made the offline purchase described above is referred to as customer A.
First, the customer A uses the terminal 6 to access a home page provided by the server 27. Then, the customer A browses the home page displayed on the terminal 6 with a browser,
Select the member registration screen. When the member registration screen is selected, the CPU 31 of the server 27
The member registration screen stored in the storage unit 36 is read and supplied to the terminal 6.

Here, FIG. 3 is a member registration screen for offline customers. Windows W1 and W2 shown in this figure are windows for inputting an order number TN and a customer number CN, respectively. The customer A reads the order number TN and the customer number CN from the seal CE attached to any of the products purchased so far, and inputs them into the windows W1 and W2. Then, the soft button SB1 “To member registration” is clicked using the mouse.

As a result, the CPU 31 of the server 27 receives the order number TN and the customer number CN input from the customer terminal 6, and searches for data in the storage unit M1 shown in FIG. First, a customer file CF having a customer number CN having the same value as the input customer number CN is searched. When the corresponding customer file CF is found, it is searched whether or not there is an order number having the same value as the order number TN input from the customer terminal 6 in the customer file CF. When the same order number is found, the CPU 31 determines that the order number TN and the customer number CN input from the customer terminal 6 belong to the customer A.

In this case, the customer A inputs both the customer number CN and the order number TN. However, since only the customer A can know the two, the customer file CF having both values is the file of the customer A. Can be identified. If a search is performed by inputting only the customer number CN, if another customer adds or subtracts a certain number based on his / her customer number CN, there is a very high possibility that it matches the customer number CN of someone. Such a search method cannot identify a customer. This is common even when searching only with the order number TN. Order number TN
If the system can be predicted, if a value (alphanumeric characters, etc.) according to the system is input, there is a high possibility that there is a customer who matches the system. In this embodiment, since the search is performed using both the customer number CN and the order number TN, it is only the person who knows both, and the other person knows himself or herself by intentional or input error. Even if different customer numbers CN and order numbers TN are input, it is an astronomical probability that they match those of customer A, and this cannot occur in reality.

Next, after confirming that it is the customer A, the CPU 31 performs the following processing. That is,
The CPU 31 reads an online customer registration screen from the storage unit M <b> 1 and transmits it to the terminal 6 via the communication interface 34. As a result, the screen shown in FIG. In this screen, for customer A, password PW is displayed in window W3 and customer I is displayed in window W4.
Prompt to enter D. In this case, the password PW and the customer ID are arbitrary alphanumeric characters desired by the customer A. When the customer A inputs the password PW and the customer ID, these are supplied to the CPU 31 via the Internet network 50, and the CPU 31 searches the storage unit M1 to determine whether there is the same password PW or customer ID. Search for. If either of the same password PW and customer ID is found, the terminal 6 is prompted to input a non-identical password PW or customer ID.

On the other hand, if the password PW and customer ID input by the customer A are not stored in the storage unit M1, the CPU 31 stores the customer file CF of the customer A in the storage unit M1.
The password PW and customer ID are written as registration information RI.

The online registration is thus completed. Through the processing described above, in this embodiment, when a customer with an offline purchase history registers online, customer information that has already been stored can be reliably handled and managed as the same customer. be able to. In addition, the customer does not need to input customer information.

When the customer A purchases online after the online customer registration is completed, the password PW and the customer ID are input from the terminal 6, and these are stored as registration information RI in the storage unit M1. In this case, the customer A is permitted to purchase online.

The present invention can be variously modified regardless of the above-described embodiment.
(Modification 1)
For example, when performing online customer registration, or when performing online purchase after customer registration, the customer related information CI of the customer A is read from the storage unit M1 and arranged in a predetermined format via the communication interface 34. May be sent to. For example, a screen as shown in FIG. 5 may be displayed on the terminal 6 to allow the customer to confirm his / her customer related information CI. In this case, if there is an error in the displayed information, the terminal 6 may correct the part and transmit the corrected information to the server 27. CPU3 which received the information after correction
1 rewrites the customer information CI of the customer file CF of the corresponding customer.

(Modification 2)
In the present embodiment, as one form of management of the registration information RI, it is written and managed in the customer file CF of the corresponding customer, but the form of management is not limited to this. The registration information RI may be stored in another storage device and managed to be linked to the customer file CF using some information.

(Modification 3)
In this embodiment, the order number T is used as information input from the customer during online registration.
Since N and customer number CN are used, there is an advantage that information used for distribution is used as it is, and information for online registration need not be prepared separately. On the other hand, information for online registration may be separately prepared and sent to the customer together with the product shipment, and this information may be input at the time of online registration.

(Modification 4)
In the present embodiment, the customer number CN and the order number TN are included in the sheet SE sent to the customer.
Is printed, but it may be in an electronically readable form such as a barcode.

(Modification 5)
In this embodiment, the sheet SE is printed and attached to the product, but an invoice or specification used for shipping may be used as it is without using such a seal SE. In this case, the customer performs online registration by referring to the customer number CN and the order number TN described in the delivery note or the description.

(Modification 6)
In the present embodiment, the order number NT is used as information (order identification information) for identifying an order from a customer. However, other information may be used as long as the order can be identified. For example, in the case of a transaction mode in which a unique serial number is assigned to a product and an order is placed using the serial number, this serial number may be used as order identification information.

It is a block diagram which shows the structure of preferable embodiment of this invention. It is a figure which shows the memory content of the customer folder CF in the embodiment. It is a figure which shows the customer registration screen displayed on the terminal. It is a figure which shows the input screen of the password displayed on the terminal 6, and customer ID. It is a figure which shows an example of the customer information CI displayed on the terminal 6.

Explanation of symbols

25... Input terminal (input means; identification information giving means), 26... Printer (printing means), 27
... server (input screen display means), 31 ... CPU (search means; registration transfer means; registration information management means; correction input means; customer information correction means), M1 ... storage section (storage means).

Claims (5)

Input means for entering customer information;
Storage means for storing customer information input by the input means;
Identification information providing means for writing identification information for identifying the transaction when shipping the product to the customer in association with the customer information of the customer in the storage means;
An input screen display means for displaying an input screen for inputting the identification information on the customer terminal via a network;
When the identification information is input from the input screen displayed on the customer terminal, the storage means is searched, search means for determining the presence or absence of the identification information,
Registration shift means for displaying a customer registration screen for prompting input of registration information for customer registration on the customer terminal via the network when the search means determines that the identification information is present;
A customer management system comprising: registration information management means for managing registration information input from the customer registration screen displayed on the customer terminal in association with corresponding identification information. 2. The customer management system according to claim 1, wherein the identification information includes order identification information for identifying an order from a customer and a customer identifier for identifying the customer. 3. The customer management system according to claim 1, wherein the registration transfer unit reads customer information related to the identification information from the storage unit and displays it on the customer terminal. When the registration transition means displays customer information on the customer terminal, a correction input means that prompts correction of the customer information being displayed and accepts the correction when the correction is made;
4. The customer management system according to claim 3, further comprising customer information correction means for correcting customer information in the storage means in accordance with the correction contents accepted by the correction input means. 5. The customer management system according to claim 1, further comprising a printing unit that prints the identification information provided by the identification information providing unit.

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