JP2017204179A - Customer data management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer data management system capable of forming unitary management of customer attribute information or customer negotiation history information and the other information on a database, and effectively utilizing the information for business activities.SOLUTION: A database server 23 having a database in which the attribute information of customers or negotiation history information with the customers is stored and second database servers 33, 44, 56 each having a second database in which customer related information other than the customer attribute information or the negotiation history information is stored are connected via a network line network. The database server periodically fetches the customer related information stored in the second databases of the second database servers in the database, and performs unitary management of the customer related information as information in a CRM system 20. A user terminal 110 causes the database server 23 to execute search of the customer information related to the designated customer to display all of the customer attribute information, the negotiation history information and the customer related information of the designated customer for browsing.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a CRM (Customer Relationship Management) system having a function of centrally managing customer relationships in a financial / securities related business, and in particular, customer attribute information and customer negotiation history. The present invention relates to a customer data management system that can perform unified management on a database including other information and can effectively use the information for sales activities.

  The CRM (Customer Relationship Management) system is an information system in which a company centrally manages customer relationships in a database as customer information, and efficiently manages the customer information collected as a database. It is used for purposes such as grasping preferences and needs. In the CRM system, customer attribute information such as the customer's name and age, and the contents of contact with the customer (including telephone correspondence) created as a daily report by the customer supporter are accumulated.

  Patent Document 1 discloses a business data providing system capable of constructing a common CRM system even if business hosts (data hosts) are different. Patent Document 1 describes that a plurality of systems can be integrated as one CRM system.

JP 2012-252430 A

  Currently, a salesperson of a financial / securities affiliated company conducts sales activities by manually entering customer attribute information, negotiation history, and other information into the CRM system when conducting sales activities for customers. It is utilized for.

  However, customer reservation information for seminars organized by sales offices and customer reservations for customer sales offices are managed individually for each sales office, and the management method depends on the sales office. Because it is different, it is difficult to grasp all the information.

  In addition, information such as the browsing history of the company's homepage by the customer, the results of questionnaire responses from the homepage, and the call history of calling / receiving calls with the customer at the call center are managed in the database of each system. .

  As described above, there is a wide variety of information related to customers, but at present, such information is not managed centrally, so it is difficult to use it for sales activities collectively.

  The present invention has been made in view of the above circumstances, and can perform unified management on a database including information other than customer attribute information and customer negotiation (contact) history, and use the information for sales activities. The object is to provide a customer data management system that can be used effectively.

  In order to achieve the above object, a customer data management system according to the present invention includes a database server having a database for storing customer attribute information and customer negotiation history information, and a display unit for displaying information stored in the database. A CRM system comprising a user terminal that browses and displays on the screen, and at least one second database server comprising a second database that stores customer related information other than the customer attribute information and the negotiation history information, A customer data management system in which a CRM system and the second database server are connected via a network circuit, wherein the database server of the CRM system is connected to the second database of the second database server. The stored customer related information is periodically taken into the database. Centrally managed as information in the CRM system, the user terminal causes the database server to search for customer information related to the specified customer, and all of the customer attribute information, negotiation history information and customer related information of the specified customer Is browsed and displayed on the screen of the display unit.

  In order to achieve the above object, the customer data management system according to the present invention is the above customer data management system, wherein the user terminal is configured to display the specified customer negotiation history information and the customer displayed on the screen of the display unit. In the related information list screen, when the user selects the detailed search execution button for the desired information, the detailed search screen is displayed according to the button operation, and when the user inputs the search condition, the search condition is based on the search condition. The database server executes a detailed search, and the detailed search result is displayed on the display unit.

  In order to achieve the above object, the customer data management system according to the present invention is the above-described customer data management system, wherein the customer related information includes seminar reservation information, visitor reservation information, homepage browsing history information, questionnaire response It is result information or call history information with a customer in a call center.

  According to the present invention, it is possible to perform unified management on the database including information other than customer attribute information and customer negotiation (contact) history, and the information can be effectively used for sales activities.

It is a block diagram which shows an example of a structure of the customer data management system which concerns on one Embodiment of this invention. It is a model explanatory drawing which shows schematic structure of a server. It is a model explanatory drawing which shows the function structure of a CTI server. It is a model explanatory drawing of a customer information table. It is a model explanatory view of a contact history information table. It is a model explanatory view of a call history information table. It is a model explanatory drawing of a homepage browsing history table. It is a model explanatory drawing of a questionnaire table. It is a model explanatory drawing of a visitor reservation table. It is a model explanatory drawing of a seminar reservation table. It is a model explanatory drawing of a seminar information table. It is a flowchart of the display process of the designated customer information in the customer data management system which concerns on one Embodiment of this invention. It is a structural example of a search menu screen. It is a structural example of a customer information display screen. It is an example of composition of a seminar reservation information detailed search screen at the time of shifting from a customer information display screen. It is a flowchart of the seminar reservation information detailed search process in the customer data management system which concerns on one Embodiment of this invention. It is an example of composition of a seminar reservation information detailed search screen at the time of shifting from a search menu screen.

Hereinafter, a customer data management system according to an embodiment of the present invention will be described.
A customer data management system according to an embodiment of the present invention incorporates customer information other than customer attribute information and customer negotiation (contact) history into a database in the CRM system for centralized management, and manages all customer related information. Information can be browsed and displayed on a single screen, and detailed search can be performed for each piece of information to include information other than customer attribute information and customer negotiation (contact) history on the database. Can be managed in a centralized manner, and the information can be effectively used in sales activities.

[Configuration of customer data management system]
The configuration of the customer data management system according to the first embodiment of the present invention will be described in detail with reference to FIG. FIG. 1 is a block diagram showing an example of the configuration of a customer data management system according to an embodiment of the present invention.
As shown in FIG. 1, the customer data management system of the present invention includes a CRM system 20, a seminar / visit reservation system 30, a homepage browsing / questionnaire collection system 40, a call center 50, and a customer terminal 110 operated by a customer. The CRM system 20, the seminar / visit reservation system 30, the homepage browsing / questionnaire collection system 40, and the call center 50 are composed of a network line network 200 and LANs (Local Area Networks) 21, 31. , 41 and 51 are connected to each other.
The customer terminal 110 is connected to the network line network 200, and the customer telephone 120 is connected to the CTI (Computer Telephony Integration) server 35 of the seminar / customer reservation system 30 (to be described later) via the public line network 210, homepage browsing / questionnaire collection. The CTI server 45 of the system 40 and the CTI server 52 of the call center 50 are connected.

[Configuration of CRM system]
The CRM system 20 includes a Web server 22, a DB server 23, and sales staff terminals 26-1, 26-2,..., 26-n (sales terminal 26-1, 26-2,..., 26-n are collectively referred to as salesperson terminal 26), and Web server 22, DB server 23, and salesperson terminal 26 are connected to each other via LAN 21. . The sales office 25 is where a salesperson in charge of reception or ordering performs business, and is a department in which a salesperson responds to a telephone call or a customer visit from a customer.

  The DB server 23 includes a customer information table 24a, a contact history information table 24h, a call history information table 24b, a homepage browsing history table 24c, a questionnaire table 24d, a visitor reservation table 24e, a seminar reservation table 24f, and a seminar. A database 24 having an information table 24g. The database 24 stores customer information, contact history information, call history information, homepage browsing history information, questionnaire response result information, visitor reservation information, seminar reservation information, and seminar holding information. I remember it. The DB server 23 inputs / outputs data to / from the database 24 and has a search function related to data stored in the database 24.

The customer information and contact history information are directly registered in the database 24 of the DB server 23 by the salesperson using the salesperson terminal 26, and the information is newly registered and edited. The customer information table 24a and the contact history information It is stored in the table 24h.
The call history information is fetched from a DB server 56 (to be described later) of the call center 50 by night batch processing or the like and stored in the call history information table 24b.
In addition, the visitor reservation information, seminar reservation information, and seminar holding information are fetched from a DB server 33 (to be described later) of the seminar / customer reservation system 30 by night batch processing or the like, and the visitor reservation table 24e, seminar reservation table 24f, and seminar information table are stored. 24g is stored.
The homepage browsing history information and the questionnaire response result information are fetched from a DB server 43 (to be described later) of the homepage browsing / questionnaire collection system 40 by night batch processing or the like, and stored in the homepage browsing history table 24c and the questionnaire table 24d.
Each information stored in each table of the database 24 will be described in detail later.

  The Web server 22 provides a browsing screen for browsing various information to the salesperson terminal 26 and an input screen for registering various information via the DB server 23 in response to an instruction from the salesperson terminal 26. . For example, in response to an operation instruction from the salesperson terminal 26 by a salesperson, a search screen for searching seminar reservation information of a specific customer or a search result screen for showing the search result is displayed. Furthermore, for a specific customer, a customer information screen covering all information related to the customer is displayed.

[Construction of seminar / customer reservation system]
The seminar / visit reservation system 30 includes a Web server 32, a DB server 33, and a CTI (Computer Telephony Integration) server 35. The Web server 32, the DB server 33, and the CTI server 35 are connected to each other via a LAN 31. In addition, the CTI server 35 is connected to the customer telephone 120 via the public line network 210.

  The DB server 33 includes a database 34 having a visitor reservation table 34a, a seminar reservation table 34b, and a seminar information table 34c. The database 34 stores visitor reservation information, seminar reservation information, and seminar holding information. Yes. The DB server 33 inputs / outputs data to / from the database 34. The DB server 33 reads the visitor reservation information, seminar reservation information, and seminar holding information from the visitor reservation table 34a, seminar reservation table 34b, and seminar information table 34c, and periodically performs CRM system 20 by night batch processing or the like. To the DB server 23.

  The Web server 32 provides a reservation registration screen for browsing seminar holding information and seminar reservation / customer reservation to the customer terminal 110 via the DB server 33 in response to an operation instruction from the customer terminal 110. For example, according to an operation instruction from the customer terminal 110 by a customer, based on the customer ID and password of the customer, a seminar holding information browsing screen for browsing seminar holding information and a seminar reservation registration for booking a desired seminar Display the screen. The Web server 32 stores the reservation information in the visitor reservation table 34a and the seminar reservation table 34b of the database 34 via the DB server 33 based on the registration information of the visitor reservation and seminar attendance reservation from the customer terminal 110. .

  The CTI server 35 performs an automatic voice response to a customer reservation call or seminar attendance reservation telephone call from the customer telephone 120, classifies the customer request, and performs a corresponding process. In other words, when a call is made from the customer's telephone 120 from the customer, reservation information for reservations for customers and seminar attendance is made for each call according to the call details (PB (Push Button) input contents) of the customer. Are stored in the visitor reservation table 34a and seminar reservation table 34b of the database 34 via the DB server 33.

[Configuration of homepage browsing / questionnaire collection system]
The homepage browsing / questionnaire collection system 40 includes a Web server 42, a DB server 43, and a CTI server 45. The Web server 42, the DB server 43, and the CTI server 45 are connected to each other via a LAN 41. The CTI server 45 is connected to the customer telephone 120 via the public line network 210.

  The DB server 43 includes a database 44 having a homepage browsing history table 44a and a questionnaire table 44b. The database 44 stores homepage browsing history information and questionnaire response result information. The DB server 43 inputs / outputs data to / from the database 44. The DB server 43 reads homepage browsing history information and questionnaire response result information from the homepage browsing history table 44a and the questionnaire table 44b, and periodically transmits them to the DB server 23 of the CRM system 20 by nighttime batch processing or the like. .

  The Web server 42 provides an input screen for browsing a homepage and answering a questionnaire to the customer terminal 110 via the DB server 43 in response to an operation instruction from the customer terminal 110. For example, in response to an operation instruction from the customer terminal 110 by the customer, a questionnaire input screen for collecting a questionnaire is displayed based on the customer ID and password of the customer. Further, the Web server 42 stores the information in the homepage browsing history table 44 a and the questionnaire table 44 b of the database 44 via the DB server 43 based on the homepage browsing history information and questionnaire response result information from the customer terminal 110.

  The CTI server 45 performs an automatic voice response to a customer answering phone call from the customer telephone 120, and performs a corresponding process by classifying the customer answering result. That is, when a call is made by the customer telephone 120 from the customer, the DB server 43 stores the questionnaire response result information in accordance with the call contents (PB (Push Button) input contents) of the customer for each call. Through the questionnaire table 44b of the database 44.

[Call center configuration]
The call center 50 is a place where a reception operator performs business, and the operator responds to inquiries from the customer via the telephone 120. The call center 50 includes an operator terminal 53 operated by an operator, an operator telephone 54 used by the operator for customer service, a Web server 55, a DB server 56, and a CTI server 52. The operator terminal 53 and the Web server 55 The DB server 56 and the CTI server 52 are connected to each other via the LAN 51, and the CTI server 52 and the operator telephone 54 are connected to the customer telephone 120 via the public line network 210.

  The DB server 56 includes a database 57 having a call history information table 57 a, and the call history information is stored in the database 57. The DB server 56 inputs / outputs data to / from the database 57. The DB server 56 reads the call history information from the call history information table 57a and periodically transmits it to the DB server 23 of the CRM system 20 by nighttime batch processing or the like.

  The Web server 55 provides various information to the operator terminal 53 through the DB server 56 in response to an operation instruction from the operator terminal 53. For example, a call history input screen for registering call history information is displayed in response to an operation instruction from the operator terminal 53 by the operator. The web server 55 stores the information in the call history information table 57 a of the database 57 via the DB server 56 based on the call history information input from the operator terminal 53.

  The CTI server 52 automatically responds to inquiries from customers via the customer telephone 120, classifies customer requests, and performs corresponding processing. That is, when a call is made by the customer telephone 120 from the customer, the call history information is sent via the DB server 56 according to the call contents (PB (Push Button) input contents) of the customer for each call. And stored in the call history information table 57a of the database 57. Note that the CTI server 52 switches the connection to the operator telephone 54 when the operator needs to respond, so that the operator can respond with the operator telephone 54.

[Configuration of each server]
Here, the configuration of each server will be described with reference to FIG. FIG. 2 is a schematic explanatory diagram illustrating a schematic configuration of the server.
Web server 22 and DB server 23 of CRM system 20 described above, Web server 32 and DB server 33 and CTI server 35 of seminar / visit reservation system 30, Web server 42 and DB server 43 and CTI of homepage browsing / questionnaire collection system 40 The server 45, and the Web server 55, DB server 56, and CTI server 52 of the call center 50 are all configured by computers. As shown in FIG. 2, as a general configuration, the control unit 1, the main memory 2, , A storage unit 3, a database 4, and an interface unit 5.

  The control unit 1 includes a CPU (Central Processing Unit) and the like, and includes various processing means. Each processing means is realized by the CPU developing and starting a processing program stored in the storage unit 3 in the main memory 2.

The main memory 2 functions as a work memory for the control unit 1 and holds data necessary for processing.
The storage unit 3 is configured by a hard disk or the like, and stores a processing program of the control unit 1, data, parameters, and the like.
The database 4 stores tables and various data.
The interface unit 5 performs data conversion for connecting to a network such as a LAN or the Internet.

[Configuration of CTI Server]
Next, as a specific example of the server described above, a functional configuration realized by the control unit 1 of the CTI servers 35, 45, and 52 will be described with reference to FIG. FIG. 3 is a schematic explanatory diagram illustrating a functional configuration of the CTI server.
As shown in FIG. 3, the functional configurations of the CTI servers 35, 45, and 52 include an ODBC (Open Data Base Connectivity) function 11, an ACD (Automatic Call Distribution) server function 12, and an automatic function. A voice response function (IVR) 13, a line control function 14, an extension board 15, an outside board 16, an operator information database 17, an operator information server function 18, and a memory 19 are provided.
Each function is a processing means realized by starting a program in the control unit 1 shown in FIG.

  The automatic voice response function 13 responds by voice when receiving power from a customer, outputs voice guidance, and is based on a PB (Push Button) signal input from the customer's customer telephone 120. Process and sort calls. For example, when an operator's response is required, an instruction is output to the ACD server function 12 to connect to the operator's telephone (for example, the operator telephone 54). The automatic voice response function 13 holds the PB input content made by the customer when receiving power from the customer, and stores it in the operator information database 17 as power reception information.

The ACD server function 12 manages the status of the operator terminal and distributes the call to the operator telephone 54 of an appropriate operator.
The line control function 14 controls connection between the operator telephone 54 and the customer telephone 120 via the extension board 15 and the external board 16.

The operator information database 17 stores information related to operators.
The operator information server function 18 inputs and outputs information to the operator information database 17.
The ODBC function 11 functionally connects the automatic voice response function 13, the ACD server function 12, and the operator information server function 18 so as to coordinate processing in each function.
The memory 19 corresponds to the main memory 2 shown in FIG. 2, and stores an operator state and a line state.
Each server other than the CTI server also includes processing means for realizing necessary functions.

[Information stored in the database of the CRM system DB server]
Next, customer information, contact history information, call history information, homepage browsing history information, questionnaire response result information, visitor reservation information, seminar reservation information, and seminar holding stored in the database 24 of the DB server 23 of the CRM system 20 Information will be described. In the database 24, customer information is stored in the customer information table 24a, contact history information is stored in the contact history information table 24h, call history information is stored in the call history information table 24b, homepage browsing history information is stored in the homepage browsing history table 24c, and questionnaire response results. The information is stored in the questionnaire table 24d, the visitor reservation information is stored in the visitor reservation table 24e, the seminar reservation information is stored in the seminar reservation table 24f, and the seminar holding information is stored in the seminar information table 24g.

[Customer information table: FIG. 4]
First, a plurality of customer information stored in the customer information table 24a of the database 24 will be described with reference to FIG. FIG. 4 is a schematic explanatory diagram of a customer information table.
As shown in FIG. 4, the customer information table 24a includes a customer ID 24aa such as a customer code for identifying a customer, a registration date 24ab, an update date 24ac, a customer name 24ad, a customer katakana name 24ae, and a customer address. 24af, customer telephone number 24ag, customer password 24ah, customer date of birth 24aj, customer gender 24ak, customer birthplace 24am, data deletion date 24an, and deletion flag 24ap Is remembered. The deletion flag 24ap is normally “0”, and is “1” when data is deleted.
As for customer information, the sales representative of the sales office 25 operates the operation screen of the sales representative terminal 26, accesses the customer information table 24a of the database 24, and adds / changes the data. Registration and correction are made.

[Contact history information table: FIG. 5]
Next, the contact history information stored in the contact history information table 24h of the database 24 will be described with reference to FIG. FIG. 5 is a schematic explanatory diagram of a contact history information table.
As shown in FIG. 5, the contact history information table 24h includes a management ID 24ha, a customer name 24hb, a customer ID 24hc, a contact date 24hd, a type 24he of the financial product to be sold, a contact method 24hf, a customer response / Comments / memos / contents 24hg are stored in association with each other.
As for the contact history information, the sales staff of the sales office 25 operates the operation screen of the sales staff terminal 26 to access the contact history information table 24h of the database 24, and add / change data, thereby making contact history information. New registration or correction is made.

[Call history information table: FIG. 6]
Next, the call history information stored in the call history information table 24b of the database 24 will be described with reference to FIG. FIG. 6 is a schematic explanatory diagram of a call history information table.
As shown in FIG. 6, the call history information table 24b includes a management ID 24ba, a call start date and time 24bb, a call end date and time 24bc, a customer ID 24bd of the customer who made the call, and a call for identifying call or power reception. / Power reception information 24be and call content 24bf are stored in association with each other.
The call history information stored in the call history information table 24b is sequentially updated by taking in the information stored in the call history information table 57a of the database 57 in the DB server 56 of the call center 50 by night batch processing or the like. Is done.

[Homepage browsing history table: Fig. 7]
Next, homepage browsing history information stored in the homepage browsing history table 24c of the database 24 will be described with reference to FIG. FIG. 7 is a schematic explanatory diagram of a homepage browsing history table.
As shown in FIG. 7, in the homepage browsing history table 24c, a management ID 24ca, a browsing homepage 24cb, a browsing date 24cc, and a customer ID 24cd of a customer who browsed the homepage are stored in association with each other.
The homepage browsing history information stored in the homepage browsing history table 24c is the same as the information stored in the homepage browsing history table 44a of the database 44 in the DB server 43 of the homepage browsing / questionnaire collection system 40 by night batch processing or the like. By taking in, it is updated sequentially.

[Questionnaire table: Fig. 8]
Next, questionnaire response result information stored in the questionnaire table 24d of the database 24 will be described with reference to FIG. FIG. 8 is a schematic explanatory diagram of a questionnaire table.
As shown in FIG. 8, in the questionnaire table 24d, the management ID 24da, the reply date 24db, the customer ID 24dc of the customer who answered the questionnaire, and the questionnaire response results (surveys (1) to (5)) 24dd are associated. Is remembered.
The questionnaire response result information stored in the questionnaire table 24d is obtained by taking in the information stored in the questionnaire table 44b of the database 44 in the DB server 43 of the homepage browsing / questionnaire collection system 40 by night batch processing or the like. Updated sequentially.

[Visitor reservation table: Fig. 9]
Next, the visitor reservation information stored in the visitor reservation table 24e of the database 24 will be described with reference to FIG. FIG. 9 is a schematic explanatory diagram of a customer reservation table.
As shown in FIG. 9, in the visitor reservation table 24e, a management ID 24ea, a reservation date 24eb, a visitor date 24ec, a customer ID 24ed of a visiting customer, and a cancel flag 24ee are stored in association with each other. The cancel flag 24ee is normally “0”, and is “1” when the reservation is canceled.
The visitor reservation information stored in the visitor reservation table 24e is obtained by taking in the information stored in the visitor reservation table 34a of the database 34 in the DB server 33 of the seminar / customer reservation system 30 by night batch processing or the like. Updated sequentially.

[Seminar reservation table: Fig. 10]
Next, seminar reservation information stored in the seminar reservation table 24f of the database 24 will be described with reference to FIG. FIG. 10 is a schematic explanatory diagram of a seminar reservation table.
As shown in FIG. 10, in the seminar reservation table 24f, a management ID 24fa, a reservation date 24fb, a customer ID 24fc of a reserved customer, a seminar code 24fd, and a cancel flag 24fe are stored in association with each other. The cancel flag 24fe is normally “0”, and is “1” when the reservation is canceled.
The seminar reservation information stored in the seminar reservation table 24f is obtained by taking the information stored in the seminar reservation table 34b of the database 34 in the DB server 33 of the seminar / customer reservation system 30 by night batch processing or the like. Updated sequentially.

[Seminar information table: Fig. 11]
Next, seminar holding information stored in the seminar information table 24g of the database 24 will be described with reference to FIG. FIG. 11 is a schematic explanatory diagram of a seminar information table.
As shown in FIG. 11, the seminar information table 24g is associated with a seminar code 24ga, a seminar start date 24gb, a seminar end date 24gc, a seminar title 24gd, a seminar detail 24ge, and a deletion flag 24gf. Is remembered. The deletion flag 24gf is normally “0”, and is “1” when data is deleted.
The seminar holding information stored in the seminar information table 24g is obtained by taking in the information stored in the seminar information table 34c of the database 34 in the DB server 33 of the seminar / customer reservation system 30 by night batch processing or the like. Updated sequentially.

[Display processing of specified customer information in customer data management system]
Next, display processing of designated customer information in the customer data management system of the present invention will be described with reference to FIGS. FIG. 12 is a flowchart of display processing for designated customer information in the customer data management system according to the embodiment of the present invention. FIG. 13 is a configuration example of the search menu screen. FIG. 14 is a configuration example of a customer information display screen.

  The salesperson displays the search menu screen 600 (see FIG. 13) on the display unit (not shown) of the salesperson terminal 26 (step S101), and selects the “customer information” search button 610 from the search menu screen ( (Step S102).

  Here, the search menu screen 600 shown in FIG. 13 includes a “customer information” search button 610, a “contact history” search button 620, a “seminar reservation information” search button 630, and a “visitor reservation information” search button 640. , “Homepage browsing history” search button 650, “Questionnaire answer result” search button 660, and “Call history” search button 670.

  The “customer information” search button 610 is displayed in the customer information table 24a, contact history information table 24h, seminar reservation table 24f, visitor reservation table 24e, homepage browsing history table 24c, questionnaire table 24d, and call history information table 24b in the database 24. All registered customer information, contact history information, seminar reservation information, visitor reservation information, homepage browsing history information, questionnaire response result information, and call history information, all related to the customer based on the customer ID of the specified customer It is a button for instructing the search of the information.

The “contact history” search button 620 is a button for performing a search based on a specified search condition from the contact history information registered in the contact history information table 24h.
The “seminar reservation information” search button 630 is a button for performing a search based on a specified search condition from seminar reservation information registered in the seminar reservation table 24f.
The “customer reservation information” search button 640 is a button for performing a search based on a specified search condition from the customer reservation information registered in the customer reservation table 24e.
The “homepage browsing history” search button 650 is a button for instructing a search based on the specified search condition from the homepage browsing history information registered in the homepage browsing history table 24c.
The “questionnaire answer result” search button 660 is a button for instructing a search based on a designated search condition from the questionnaire answer result information registered in the questionnaire table 24d.
The “call history” search button 670 is a button for instructing a search based on a specified search condition from the call history information registered in the call history information table 24b.

A “customer code input screen” (not shown) is displayed on the display unit of the salesperson terminal 26 (step S103).
In the “customer code input screen” displayed on the display unit of the salesperson terminal 26, the salesperson inputs the customer ID of the designated customer (step S104). For example, “K000001” is input as the customer code (customer ID).

In response to an operation instruction from the salesperson terminal 26, the Web server 22 instructs the DB server 23 to search for all customer information related to the customer based on the customer ID of the designated customer (step S105). In the present embodiment, a search instruction for all information related to the customer specified based on the customer ID “K000001” is issued.
The Web server 22 creates a customer information display screen related to the designated customer based on the search result in step S104 and transmits it to the salesperson terminal 26. The salesperson terminal 26 displays the customer information display screen on the display unit. It is displayed (step S106). FIG. 14 is a configuration example of a customer information display screen showing a customer information search result regarding the customer with the customer ID “K000001”.

[Details of customer information display screen]
Here, the customer information display screen 500 shown in FIG. 14 will be described.
The customer information display screen 500 includes a customer information display area 510, a contact history information display area 520, a seminar reservation information display area 530, a visitor reservation information display area 540, a homepage browsing history information display area 550, and a questionnaire response result. An information display area 560 and a call history information display area 570 are configured.

  In the customer information display area 510, the search information display section 511 displays customer information related to the designated customer (customer ID “K000001”) registered in the customer information table 24a. The “edit” button 512 is an operation button used when changing customer information related to the designated customer registered in the customer information table 24a. When this button is selected (pressed), a separate editing screen (not shown) is displayed. ) Is displayed, and editing can be performed by an input operation from the editing screen. The “detailed display” button 513 is a screen in which all customer information is separately covered by selecting (pressing) the button when the customer information that can be displayed in the search information display unit 511 is limited. Is displayed.

  In the contact history information display area 520, the search information display unit 521 displays contact history information related to the designated customer (customer ID “K000001”) registered in the contact history information table 24h. The “new registration” button 522 is an operation button used when a contact history is newly registered in the contact history information table 24h. When the button is selected (pressed), a separate registration screen (not shown) is displayed. Is displayed, and registration can be performed by an input operation from the registration screen. Further, the “detailed search” button 523 is a button used when further searching for conditions from the contact history information related to the designated customer (customer ID “K000001”) displayed in the search information display unit 521. By selecting (pressing) the button, a separate contact history information detailed search screen (not shown) is displayed, and a detailed search can be performed by inputting a search condition.

  In the seminar reservation information display area 530, the search information display unit 531 displays seminar reservation information related to the designated customer (customer ID “K000001”) registered in the seminar reservation table 24f. Further, the “detailed search” button 532 is a button used when searching by further narrowing down conditions from seminar reservation information related to the designated customer (customer ID “K000001”) displayed in the search information display unit 531. By selecting (pressing) the button, a separate seminar reservation information detailed search screen (see FIG. 15) is displayed, and a detailed search can be performed by inputting a search condition. The seminar reservation information detail search screen will be described later.

  In the visitor reservation information display area 540, the search information display unit 541 displays visitor reservation information related to the designated customer (customer ID “K000001”) registered in the visitor reservation table 24e. Further, the “detailed search” button 542 is a button used when performing a search by further narrowing down conditions from the customer reservation information related to the designated customer (customer ID “K000001”) displayed in the search information display unit 541. By selecting (depressing) the button, a separate visitor reservation information detailed search screen (not shown) is displayed, and a detailed search can be performed by inputting a search condition.

  In the homepage browsing history information display area 550, the search information display unit 551 displays homepage browsing history information related to the designated customer (customer ID “K000001”) registered in the homepage browsing history table 24c. Further, the “detailed search” button 552 is used when a search is further narrowed down from the homepage browsing history information related to the designated customer (customer ID “K000001”) displayed in the search information display unit 551. By selecting (pressing) the button, a homepage browsing history information detailed search screen (not shown) is displayed separately, and a detailed search can be performed by inputting a search condition.

  In the questionnaire response result information display area 560, the search information display unit 561 displays questionnaire response result information regarding the designated customer (customer ID “K000001”) registered in the questionnaire table 24d. Further, the “detailed search” button 562 is used when a search is further performed by further narrowing down conditions from the questionnaire response result information regarding the designated customer (customer ID “K000001”) displayed on the search information display unit 561. When a button is selected (pressed), a questionnaire response result information detailed search screen (not shown) is displayed separately, and a detailed search can be performed by inputting a search condition.

  In the call history information display area 570, the search information display unit 571 displays call history information related to the designated customer (customer ID “K000001”) registered in the call history information table 24b. Further, the “detailed search” button 572 is a button used when performing a search by further narrowing down conditions from the call history information related to the designated customer (customer ID “K000001”) displayed in the search information display unit 571. By selecting (pressing) the button, a call history information detail search screen (not shown) is displayed separately, and a detailed search can be performed by inputting a search condition.

[Details of search screen for seminar reservation information details]
Here, details of the seminar reservation information detail search screen displayed by selecting the “detail search” button 532 in the seminar reservation information display area 530 will be described with reference to FIG. FIG. 15 is a configuration example of the seminar reservation information detail search screen when shifting from the customer information display screen.

  As described above, the seminar reservation information detailed search screen 700 is a screen that is transferred or newly displayed when the “detail search” button 532 is selected in the seminar reservation information display area 530 of the customer information display screen 500. As shown in FIG. 15, it includes a designated customer display area 710, a search condition input area 720, and a search result display area 730. However, the search result display area 730 is displayed after the search condition is input in the search condition input area 720 and then the “search” button 722 is selected.

  In the designated customer display area 710, “customer ID (customer ID)” and “customer name” displayed on the customer information display screen 500 are displayed. In this embodiment, the customer ID (customer ID) is “K000001” and the customer name is “Ichiro Yamada”.

The search condition input area 720 includes a search condition input unit 721, a “search” button 722, and a “condition clear” button 723.
A search condition input unit 721 includes a date / time condition specifying unit for inputting search conditions related to a seminar reservation date, a seminar condition specifying unit for directly inputting a seminar name or selecting from a pull-down menu, and a pull-down menu for sorting conditions. A sort condition setting unit for selecting from the above. By selecting or inputting at least one search condition from among them and selecting (pressing) a “search” button 722, the DB server 23 is selected. A detailed search process is performed at. Then, the search result in the DB server 23 is transmitted to the salesperson terminal 26 via the Web server 22 and displayed in the search result display area 730. The “condition clear” button 723 is a button for initializing the content selected or input by the search condition input unit 721.
In the embodiment of FIG. 15, in the search condition input unit 721, “designation” is selected in the date / time condition designation unit, and “2015/08/10 to 2015/08/20” is set as the seminar reservation date. Show.

The search result display area 730 includes a search result display portion 731 and a “cancel” button 732.
The search result display section 731 displays the search results based on the conditions selected or input by the search condition input section 721, and the reservation date / time, date / time, seminar name, summary, etc. can be listed. The “cancel” button 732 is a button to select (press) when canceling the search result.

  In the contact history information display area 520, visitor reservation information display area 540, homepage browsing history information display area 550, questionnaire response result information display area 560 and call history information display area 570 shown in FIG. By selecting, like the seminar reservation information detailed search screen 700 described above, it is possible to move to the respective detailed search screens and perform a detailed search by narrowing down the search conditions.

[Detailed search process for seminar reservation information in customer data management system]
Next, in the customer data management system according to an embodiment of the present invention, processing in the case of searching for seminar reservation information directly from the salesperson terminal 26 will be described in detail with reference to FIGS. FIG. 16 is a flowchart of seminar reservation information detail search processing in the customer data management system according to one embodiment of the present invention. FIG. 17 is a configuration example of a seminar reservation information detail search screen when shifting from the search menu screen.
17 includes a search menu selection area 810, a search condition input area 820, and a search result display area 830. First, the search menu selection area 810 is displayed. When the “seminar reservation information” search button 813 in the search menu selection area 810 is selected, a search condition input area 820 is displayed. Further, after setting the conditions in the search condition input area 820, the “search” button 822 is selected. A search result display area 830 is displayed.

  As shown in FIG. 16, the salesperson displays a seminar reservation information detail search screen 800 (similar to FIG. 13) on which a search menu selection area 810 is displayed on the display unit (not shown) of the salesperson terminal 26 (step S201). ) When the “seminar reservation information” search button 813 is selected (pressed) from the search menu selection area 810 (step S202), a search condition input area 820 for seminar reservation information detailed search is displayed (step S202). Step S203). The search menu selection area 810 is the same as that shown in FIG. 13 and includes a “customer information” search button 811, a “contact history” search button 812, a “seminar reservation information” search button 813, and a “customer reservation information”. A search button 814, a “homepage browsing history” search button 815, a “questionnaire answer result” search button 816, and a “call history” search button 817 are configured.

The salesperson inputs the search condition in the search condition input area 820 displayed on the display unit of the salesperson terminal 26 (step S204).
The search condition input area 820 includes a search condition input unit 821, a “search” button 822, and a “condition clear” button 823.
The search condition input unit 821 directly specifies a customer condition specifying unit for inputting an existing customer / prospect customer or a customer code, a date and time condition specifying unit for inputting a search condition related to a seminar reservation date, and a seminar name directly. It has a seminar condition specification part for selecting from the input or pull-down menu, and a sort condition setting part for selecting the sorting condition from the pull-down menu. From this, at least one of the search conditions is selected. Select or enter. In the embodiment of FIG. 17, the search condition input unit 821 selects “designation” in the date / time condition designating unit and sets the seminar reservation date from “2015/08/18 to 2015/08/18”. Show.
Further, by selecting (pressing) the “search” button 822 (step S205), the DB server 23 performs a search process. The “condition clear” button 823 is a button for initializing the contents selected or input by the search condition input unit 821.

Then, the search result in the DB server 23 is transmitted to the salesperson terminal 26 via the Web server 22 and displayed in the search result display area 830 (step S206).
The search result display area 830 includes a search result display portion 831 and a “cancel” button 832.
The search result display unit 831 displays the search results based on the conditions selected or input by the search condition input unit 821, and the customer code, customer name, reservation date and time, holding date and time, seminar name and summary can be listed. ing. The “cancel” button 832 is a button that is selected (pressed) when canceling the search result.

  In the search menu selection area 810, a “contact history” search button 812, a “visitor reservation information” search button 814, a “homepage browsing history” search button 815, a “questionnaire answer result” search button 816, or a “call history” search button When any one of 817 is selected (pressed), a search condition input area and a search result display area corresponding to each search button are displayed. When a “customer information” search button 811 is selected (pressed), Then, the process proceeds to the above-described designated customer information display process.

  As described above, according to the customer data management system according to an embodiment of the present invention, it is possible to perform unified management on the database including information other than customer attribute information and customer negotiation (contact) history, This information can be effectively used in sales activities.

  Further, according to the customer data management system of the present invention, as shown in FIG. 14, seminar reservation information and visitor reservation information can be confirmed on the same screen for a specific customer at the same time. Can conduct various sales activities.

  The present invention relates to a CRM (Customer Relationship Management) system having a function of centrally managing customer relationships in a financial / securities related business, and in particular, customer attribute information and customer negotiation history. It can be applied to a customer data management system that can perform unified management on a database including other information and can effectively use the information for sales activities.

1: control unit, 2: main memory, 3: storage unit, 4: database, 5: interface unit, 11: ODBC function, 12: ACD server function, 13: automatic voice response function, 14: line control function, 15: Extension board, 16: External board, 17: Operator information database, 18: Operator information server function, 19: Memory, 20: CRM system, 21: LAN, 22: Web server, 23: DB server, 24: Database, 24a: Customer information table, 24aa: customer ID, 24ab: registration date, 24ac: update date, 24ad: customer name, 24ae: customer katakana name, 24af: customer address, 24ag: customer telephone number, 24ah: customer password, 24aj: Customer's date of birth, 24ak: Customer's gender, 24am: Customer's hometown, 24an: Day Delete date, 24ap: delete flag, 24b: call history information table, 24ba: management ID, 24bb: call start date / time, 24bc: call end date / time, 24bd: customer ID, 24be: call / reception information, 24bf: call contents 24c: homepage browsing history table, 24ca: management ID, 24cb: browsing homepage, 24cc: browsing date, 24cd: customer ID, 24d: questionnaire table, 24da: management ID, 24db: answer date, 24dc: customer ID, 24dd: Questionnaire response result, 24e: visitor reservation table, 24ea: management ID, 24eb: reservation date, 24ec: visitor date, 24ed: customer ID, 24ee: cancellation flag, 24f: seminar reservation table, 24fa: management ID, 24fb: reservation date , 24fc: Customer ID 24fd: seminar code, 24fe: cancellation flag, 24g: seminar information table, 24ga: seminar code, 24gb: start date / time, 24gc: end date / time, 24gd: seminar title, 24ge: seminar details, 24gf: deletion flag, 24h: contact history Information table, 24ha: management ID, 24hb: customer name, 24hc: customer ID, 24hd: contact date and time, 24he: type, 24hf: contact method, 24hg: customer reaction / comment / memo / content, 25: branch, 26, 26-1, 26-2,..., 26-n: Sales representative terminal, 30: Seminar / customer reservation system, 31: LAN, 32: Web server, 33: DB server, 34: Database, 34a: Visitor reservation Table, 34b: Seminar reservation table, 34c : Seminar information table, 35: CTI server, 40: Homepage browsing / questionnaire collection system, 41: LAN, 42: Web server, 43: DB server, 44: Database, 44a: Homepage browsing history table, 44b: Questionnaire table, 45 : CTI server, 50: Call center, 51: LAN, 52: CTI server, 53: Operator terminal, 54: Operator telephone, 55: Web server, 56: DB server, 57: Database, 57a: Call history information table, 110: Customer terminal, 120: Customer telephone, 200: Network line network, 210: Public line network, 500: Customer information display screen, 510: Customer information display area, 511: Search information display section, 512: “Edit” button, 513: "Detailed display" button, 520: Contact history information display area, 521: Search information display section, 522: “New registration” button, 523: “Detail search” button, 530: Seminar reservation information display area, 531: Search information display section, 532: “Detail search” Button 540: Visitor reservation information display area 541: Search information display section 542: “Detail search” button 550: Homepage browsing history information display area 551: Search information display section 552: “Detail search” button 560 : Questionnaire response result information display area, 561: Search information display section, 562: “Detail search” button, 570: Call history information display area, 571: Search information display section, 572: “Detail search” button, 600: Search menu Screen, 610: “Customer information” search button, 620: “Contact history” search button, 630: “Set” "Reservation information" search button, 640: "Customer reservation information" search button, 650: "Homepage browsing history" search button, 660: "Questionnaire answer result" search button, 670: "Call history" search button, 700: Seminar reservation Information detailed search screen, 710: designated customer display area, 720: search condition input area, 721: search condition input section, 722: “search” button, 723: “condition clear” button, 730: search result display area, 731: Search result display section, 732: “Cancel” button, 800: Seminar reservation information details search screen, 810: Search menu selection area, 811: “Customer information” search button, 812: “Contact history” search button, 813: “Seminar “Reservation information” search button, 814: “Customer reservation information” search button, 815: “Ho "Page browsing history" search button, 816: "questionnaire answer result" search button, 817: "call history" search button, 820: search condition input area, 821: search condition input section, 822: "search" button, 823: " “Condition clear” button, 830: search result display area, 831: search result display section, 832: “cancel” button.

Claims (3)

A CRM system comprising a database server having a database for storing customer attribute information and customer negotiation history information, and a user terminal for browsing and displaying the information stored in the database on a screen of a display unit, and the customer attribute At least one second database server having a second database for storing customer-related information other than information and the negotiation history information, and the CRM system and the second database server are connected via a network line. Customer data management system,
The database server of the CRM system periodically takes in the customer related information stored in the second database of the second database server into the database and centrally manages it as information in the CRM system,
The user terminal causes the database server to search for customer information related to the specified customer, and browses and displays all of the customer attribute information, negotiation history information, and customer related information of the specified customer on the screen of the display unit. Customer data management system characterized by   2. The customer data management system according to claim 1, wherein the user terminal has details of information desired by a user in a list screen of negotiation history information and customer related information of the designated customer displayed on the screen of the display unit. When a search execution button is selected, a detailed search screen is displayed according to the button operation. When the user inputs a search condition, the database server executes a detailed search based on the search condition, and the detailed search result is displayed. A customer data management system characterized by displaying on the display unit. 3. The customer data management system according to claim 1, wherein the customer related information is seminar reservation information, visitor reservation information, homepage browsing history information, questionnaire response result information, or call history information with a customer at a call center. Customer data management system characterized by