JP2011138182A - Customer driven customer management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer driven customer management system which can manage trade histories of each customer without requesting the customer of the information identifying a person such as the name or address of a member as essential information and providing sales information customized on the basis of the trade histories. <P>SOLUTION: The customer is registered in a database 10 as the member using cellular phones 22, 24 used by the customer, and the system recognizes the customer having visited a store and/or having visited the store for trading as the member using the cellular phones 22, 24 used by the customer. The sales promotion information customized on the basis of each member's visiting history and/or trade history is transmitted to the cellular phones via an e-mail. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a customer management system.

In conventional customer management, a customer is given a form in a specific format and filled in with personally identifiable information such as name and address. It was common to communicate to customers.
In the following Patent Document 1, the card ID of an IC card built in a portable terminal used by a user who uses the store is read out at the store terminal and stored in a database, and the counting result can be read out from the information browsing terminal. Is described. Therefore, even when the user tries to obtain information, a dedicated information browsing terminal must be used.
Patent Documents 2 to 3 describe managing points or coupons using a mobile phone with a built-in non-contact IC chip. The processing performed by the disclosed system is limited to the processing of points or coupons.
Patent Document 4 describes providing information in a POS system from a WEB server to a customer communication terminal. However, customer registration and recognition are not performed using this customer communication terminal.
Patent Document 5 describes an authentication device that displays a barcode on a screen of a mobile phone and reads the barcode to authenticate a customer. However, a customer-managed customer management system is not realized by using a mobile phone to register customers and provide sales promotion information.

JP 2007-286974 A JP 2008-299810 A JP 2006-338638 A JP 2003-337908 A JP 2001-319186 A JP 2006-227935 A JP-A-2005-71206 JP 2003-44935 A JP 2009-140460 A

  The object of the present invention is to customize the customer's visit and / or transaction history registered as a member based on the decision of the customer as to whether or not to provide personally identifiable information. It is an object of the present invention to provide a customer-led customer management system capable of providing information on products or services to customers.

According to the present invention, a storage device for recording member information and a member registration for recording a customer in the storage device together with an e-mail address of the mobile phone as a member using a mobile phone used by the customer Means, member recognizing means for recognizing a customer who visits and / or visits and conducts a transaction as a member using a mobile phone used by the customer, and a visit of a customer recognized by the member recognizing means as a member And / or history recording means for recording a transaction history in the storage device, and sales promotion information created based on individual member visits and / or transaction history recorded in the storage device. Information transmitting means for transmitting to the e-mail address of the mobile phone recorded in the device,
A part of member information recorded in the storage device can be added and changed from the individual member side, and a customer-led customer management system is provided.

It is a block diagram which shows the structure of the customer management system which concerns on one Embodiment of this invention. It is a figure which shows transition of the display of the mobile telephone in the sequence of member registration. It is a figure which shows the example of a display of a mobile telephone when the item displayed on the my page 52 of FIG. 2 is selected. 3 is a flowchart of processing in a POS terminal 14; It is a figure which shows the example of the sales input screen displayed in step 1000 of FIG. It is a figure of the screen displayed in step 1002 of FIG. It is a figure of the screen displayed in step 1004 of FIG. It is a figure of the goods input screen displayed in step 1006 of FIG. It is a figure of the settlement screen displayed in step 1008 of FIG. It is a figure of the screen displayed in step 1010 of FIG.

  FIG. 1 shows the configuration of a customer management system according to an embodiment of the present invention. This system includes a customer management server 12 having a database 10 for storing information of customers registered as members, and one or a plurality of POS terminals 14 provided in each store. Each POS terminal 14 has information between a bar code scanner 16 for reading a bar code and a non-contact IC chip built in the mobile phone by holding a mobile phone containing a non-contact IC chip over the POS terminal 14. Is connected to an IC card reader / writer 18. As will be described later, the member registration terminal 19 is for simplifying the membership registration operation, and it can also exchange information with a non-contact IC chip built in the mobile phone.

  The customer management server 12 and the POS terminal 14 are connected to each other via a network 20, for example, the Internet. The customer management server 12 and the database 10 can be realized, for example, by hosting a required application on a server in a so-called data center. Alternatively, it can be provided in the same store as the POS terminal 14 and directly connected to the POS terminal.

  FIG. 1 also shows mobile phones 22 and 24 used by customers. Among them, the mobile phone 22 has a built-in non-contact IC chip 26 that can exchange information with the IC card reader / writer 18 in a non-contact manner.

  FIG. 2 is a diagram for explaining the registration sequence until a new customer is registered as a member, based on the transition of the display on the mobile phone used by the customer.

  In FIG. 2, when a QR code 30 displayed on a flyer, an advertisement, or a store is read by a camera built in the mobile phone (32), the e-mail address recorded in the QR code is set as the destination. An empty mail transmission screen 34 for transmitting an empty mail (an e-mail without a text) is displayed. When an operation for sending a blank mail is performed (36), the blank mail is sent to the customer management server 12, and an email prompting member registration is automatically returned. Since the reply mail 38 includes a link 40 to a page for member registration, when this is selected (42), data is downloaded from the customer management server 12 and a member registration form 44 is displayed. Is done. When information such as a nickname and password is entered in this form and the send button is pressed (46), the entered data is sent to the customer management server 12, and the automatically given membership number and mobile phone e-mail It is recorded in the database 10 together with the address. Then, a registration completion screen 48 is displayed on the screen of the mobile phone, and registration is completed. After that, if you use the same mobile phone, you will be automatically logged in (50) and My Page 52 will be displayed. You can display membership card, purchase history, view points, edit profile, etc. It becomes. When the mobile phone to be used is changed or another mobile phone is used, it is possible to log in to My Page 52 by inputting the registered e-mail address and password.

  In the profile input screen 44 of FIG. 2, items marked with an asterisk are essential items. In the example shown in Fig. 2, in addition to the nickname and password, the date of birth and gender must be entered. This is to enable analysis based on attributes, but items other than nicknames and passwords may not be required. The customer's name and address are not essential items, but they are entered when the customer wishes to provide information by direct mail or other postal service. In addition, the profile data can be added / changed after logging in to the system from a mobile phone, a personal computer connected to the network, or the like.

  Instead of reading the QR code 30 and starting the member registration sequence, the mobile phone 22 incorporating the non-contact IC chip 26 is simply held over the member registration terminal 19 (FIG. 1) and the member registration shown in FIG. This sequence can also be started. The member registration terminal 19 is set with the e-mail address of the destination of the empty mail 34. When the member registration terminal 19 is, for example, “RapiNAVI” manufactured by Marubeni Information Systems Co., Ltd., the function of “automatic activation of mail” of the mobile phone can be achieved by simply holding the mobile phone with a built-in non-contact IC chip over it. Is activated and a blank e-mail transmission screen 34 is displayed (reference URL: http://www.marubeni-sys.com/mobile/rapinavi/product.html).

  FIG. 3 shows an example of a screen displayed on the mobile phone when some of the items displayed on the My Page 52 of FIG. 2 are selected. When the item “1. Mobile membership card” in My Page 52 is selected, a mobile membership card 55 having a barcode display 54 of the membership number given at the time of membership registration is displayed on the display of the mobile phone. As will be described later, by scanning the barcode 54 included in the mobile membership card 55 with the barcode scanner 16 (FIG. 1), it is recognized that the customer who uses this mobile phone is a registered member.

  When “2. Purchasing history” of My Page 52 is selected, a screen 56 that displays the date of purchase of the member is displayed. When one of the displayed dates is selected, a screen 58 that displays information about the product purchased on that date is displayed. When “3. Point browsing” is selected, a screen 60 for displaying the points currently given to the member is displayed.

  FIG. 4 shows the flow of processing when shopping is settled at the POS terminal 14. In the initial state (step 1000), the sales input screen 70 in the initial state as shown in FIG.

  If the customer to be checked out is a member, a customer CD (code) input window 72 is displayed over the sales input screen 70 as shown in FIG. 6 to confirm that (step 1002). When the ID of the non-contact IC chip built in the mobile phone used by the customer is already registered (described later), the mobile phone used by the customer is simply held over the IC card reader / writer 18 (FIG. 1). Thus, the non-contact IC chip ID recorded in the non-contact IC chip built in the mobile phone used by the customer is automatically displayed in the dext box 74. By pressing the decision button 76, the non-contact IC chip ID displayed in the text box 74 is collated with the non-contact IC chip ID of the member recorded in the database 10, and which member is the customer being settled, That is, the membership number is recognized, and the result is displayed as shown in FIG. 7 (step 1004). In FIG. 7, the number displayed in the text box 78 is the member number, and the symbol displayed in the text box 80 is the non-contact IC chip ID.

  When the contactless IC chip is not built in the mobile phone used by the customer, the mobile membership card 55 (see FIG. 3) is displayed on the display of the mobile phone used by the customer, and the bar code 54 included in the mobile membership card 55 is displayed. Is scanned by the barcode scanner 16 of the POS terminal 14, and the read member number is displayed in the text box 74 of FIG. Alternatively, the membership number can be manually entered using the numeric keypad 75 (FIG. 6).

  When the non-contact IC chip is built in the mobile phone used by the customer and the ID is not registered, initial registration of the non-contact IC chip ID is performed. In the initial registration, the ID of the non-contact IC chip is read from the IC card reader / writer 18 and the barcode of the mobile membership card displayed on the mobile phone is read by the barcode scanner 16. As a result, the ID of the non-contact IC chip is registered in the database 10 in association with the member number.

  The drop-down list 71 in FIG. 6 is used to select whether a member is identified by a non-contact IC chip ID, a member number, or a non-contact IC chip ID is initially registered. If the initial registration of the non-contact IC chip ID is selected, two text boxes 74 are displayed, one for displaying the non-contact IC chip ID and the other for displaying the member number.

  When the identification of the member is completed, the product input screen 81 of FIG. 8 is displayed on the display of the POS terminal 14, and information such as the price of the product purchased by the customer is input via the barcode scanner 16 (step 1006). . When the subtotal button 82 is pressed, the settlement screen 83 of FIG. 9 is displayed (step 1008). The remaining point 84 that the member possesses is displayed on the checkout screen 83 of FIG. When using points, use points are input to point 86. After inputting the deposit 88, if the “deposit / total F2” button 90 is pressed, the settlement window 92 of FIG. 10 is displayed (step 1010). At this time, a receipt is issued to the customer, the used points are subtracted and the generated points are immediately added to the database 10 of the customer management server 12, and the purchase history is updated.

  Regarding the addition of store visit points, a mobile phone with a non-contact IC chip used by a customer who visits the store is held over the terminal for store visit point addition (not shown), or the mobile member displayed on the display of the mobile phone The member is identified by scanning the certificate with a bar code scanner (not shown) for adding store visit points, and the record in the database 10 is updated to add the identified member points. The fact of visiting the store is also recorded in the database 10.

In the customer management server 12, when the visit and / or purchase history of the member and the information are recorded, the purchase tendency of the member is analyzed based on the attributes of the member such as age and gender, and the customer management server 12 is customized based on the analysis. The sales promotion information is sent as an e-mail to the e-mail address of the registered mobile phone.
The functions of the customer management server and the additional function of the POS terminal described above can be realized by software based on the above description by those skilled in the art.

Claims (6)

A storage device for recording member information;
Member registration means for recording a customer in the storage device together with an e-mail address of the mobile phone as a member using the mobile phone used by the customer;
Member recognition means for recognizing a customer who visits and / or visits and conducts a transaction as a member using a mobile phone used by the customer;
History recording means for recording in the storage device a history of visits and / or transactions of customers recognized by the member recognition means as members;
Information for transmitting sales promotion information created based on the visit and / or transaction history of each member recorded in the storage device to the e-mail address of the mobile phone recorded in the storage device Transmission means,
A customer-led customer management system in which a part of member information recorded in the storage device can be added and changed from an individual member side. The storage device further records points given to individual members,
The customer-led customer management system according to claim 1, further comprising point addition means for adding points to a customer recognized as a member by the member recognition means.   The member registration means includes a member registration terminal capable of exchanging information with a contactless IC chip approaching the member registration means, and the contactless IC chip built in the mobile phone is the member registration terminal. 3. The customer according to claim 1, wherein a member registration sequence with the mobile phone can be started in response to reception of an e-mail that can be transmitted from the mobile phone by approaching Led customer management system.   The member registration means includes a member registration two-dimensional code in which information including an e-mail address is recorded, and the mobile phone receives the e-mail that can be transmitted from the mobile phone by reading the two-dimensional code. The customer-led customer management system according to claim 1, wherein a member registration sequence with the mobile phone can be started in response to.   The member recognizing means includes a member recognizing terminal capable of exchanging information with a non-contact IC chip approaching the member recognizing means, and the non-contact IC chip built in the mobile phone is the member recognizing terminal. 5. The customer who uses the mobile phone is recognized as a member by collating an identifier read from the non-contact IC chip by approaching with the identifier recorded in the storage means. The customer-driven customer management system described in the section.   The member recognition means includes a code reader that reads a code displayed on a mobile phone, and reads the code displayed on the mobile phone after a customer logs in to the system using a password from the mobile phone. The customer-led customer management system according to claim 1, wherein a customer to be used is recognized as a member.

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