JP4980636B2 - Customer information management system, customer management device, customer information management method, and communication terminal - Google Patents

Description

  The present invention relates to a customer information management system, a customer management device, a customer information management method, and a communication terminal, and in particular, a customer information management system, device, and method for managing customer information for selling products by a vending machine, and its The present invention relates to a communication terminal used by a customer.

  One of the important issues for companies is how to efficiently collect purchase information for measuring the effects of products, especially new products.

As a conventional purchase information management system, for example, there is one described in Patent Document 1. The purchase information management system described in this document collects and analyzes purchase information for each individual while keeping private information confidential, and provides product information, advertisement information, and the like suitable for the individual.
JP 2004-295326 A

  However, the prior art described in the above literature has room for improvement in the following points.

  The product is settled by a POS terminal, and a receipt is distributed to the user at the time of purchase. Based on the receipt number recorded on the receipt, the user inputs purchase information in association with the receipt number and the purchaser identification code registered in advance using the user terminal. For this reason, a complicated procedure is required in which the user has to take home a receipt for each purchase and input information from the user terminal.

  By the way, if we consider conventional CRM (Customer Relationship Management) from its history, today, with the advent of WEB marketing that has moved away from One-to-One Marketing, it continues to expand today and the front end (mobile ) Channels are being transformed to include mobile marketing that takes full advantage of these channels.

Under such circumstances, not only a model with mobile carriers as a component, but also a vending machine (VM) and an authentication function are incorporated as components, and information is collected quickly from the front end. It is desired to realize a center function that enables an information circulation type CRM that enables quick front-end propagation and the like.

  The present invention has been made in view of the above circumstances, and an object of the present invention is to provide a customer information management system capable of efficiently collecting customer information using an unprecedented technique while protecting personal information. There is.

According to the present invention, an authentication management device for authenticating a user who has been registered as a member in advance;
When accepting a product purchase request from a user, the vending machine that inquires of the authentication management device to authenticate the user and sell the product;
A communication terminal operated by the user;
A customer information management system comprising: a customer management device that manages customer information based on a purchase history of the product of the user,
The authentication management device includes:
A member information storage unit for storing member information of the user;
A first authentication unit that performs first authentication of the user requested from the vending machine based on the member information in the member information storage unit;
A purchase history information storage unit that stores as purchase history information in association with the member information of the user to purchase information when the user purchases the product in the vending machine;
A second authentication unit that receives the member information of the user from the communication terminal of the user and performs second authentication of the user based on the received member information;
A notification unit for notifying the communication terminal of the user of the authentication result of the second authentication;
An extraction unit that extracts the purchase history information corresponding to the member information of the authenticated user from the purchase history information storage unit when receiving a transmission request for the purchase history information from the communication terminal of the authenticated user When,
A purchase history information transmission unit that transmits the purchase history information extracted by the extraction unit to the communication terminal of the authenticated user;
Including
The communication terminal is
A storage unit for storing the member information of the user;
An authentication request unit that transmits the member information of the user to the authentication management device, and requests the second authentication from the authentication management device;
A determination unit that receives an authentication result of the second authentication from the authentication management device and determines whether the received authentication result is authentication;
When the determination unit determines that the authentication result is the authentication, an information request unit that requests the authentication management device to transmit the purchase history information;
And purchase history information receiving unit that receives the purchase history information corresponding to the authenticated member information from the previous SL authentication management apparatus,
A receiving unit that receives the user's profile information (excluding the user's address, name, and age);
If the authentication result is determined by the determination unit to be the authentication and the transfer is approved by the user, the authenticated member information is connected to the customer management device and received by the purchase history information receiving unit. A customer information transmission unit for associating the corresponding purchase history information and the profile information received by the reception unit and transferring them to the customer management device;
Only including,
The customer management device is:
A customer information receiving unit that receives the purchase history information corresponding to the authenticated member information associated with the profile information from the communication terminal of the user;
Received the purchase history information, customer information management system characterized containing Mukoto is provided a customer information database for storing in association with the authenticated each of the member information.

  Here, the communication terminal can include, for example, a mobile phone, a PDA, a portable notebook personal computer, and the like, and communicates with the vending machine at the time of product purchase by the vending machine. Further, when communicating with the authentication management device and the customer management device, it is not particularly necessary to be portable and can include a desktop personal computer.

  The vending machine is a vending machine that sells products that require adult authentication, such as alcohol and tobacco. Alternatively, the product can be sold after the user registered as a member is authenticated. Further, the profile information is information that does not include information that can identify an individual user, and can include information such as the user's hobbies, preferences, preferences, thoughts, and thoughts. The profile information can also include user attribute information such as the user's sex, age, and region.

According to this invention, it becomes possible for a customer management apparatus to acquire profile information associated with user purchase history information downloaded based on the user's will. Thus, it is possible to efficiently collect information necessary for analyzing customer needs while protecting personal information that can identify individuals.

In addition, it is not a model with only mobile carriers as components, but it also incorporates vending machines (VMs) and authentication functions as components, collects information quickly from the front end, and quickly It has become possible to implement a center function that enables information-circulating CRM that allows front-end propagation and the like. In other words, it is completely different from the call center that the conventional CRM center was conscious of, and it is possible to construct a business model with the CRM center as the core.

In the customer information management system, when the communication unit receives the profile information, the information request unit requests the purchase history information from the authentication management device, and the customer information transmission unit The purchase history information received by the purchase history information receiving unit can be automatically transferred to the customer management device.

According to this configuration, since the purchase information can be automatically transmitted to the CRM center or the like, it is possible to save the trouble of transferring the purchase history information by the user, which is convenient.
Furthermore, in the customer information management system, the communication terminal specifies in advance whether or not the purchase history information may be automatically transferred to the customer management device, and is specified to be automatically transferred. In this case, the customer information transmission unit can automatically transfer the purchase history information received by the purchase history information reception unit to the customer management device.
In the customer information management system, in the communication terminal, when the purchase history information receiving unit receives the purchase history information, whether or not the purchase history information may be transferred to the customer management device is determined by the user. After the confirmation, the customer information transmission unit may transfer the purchase history information received by the purchase history information reception unit to the customer management device when accepting the user's consent that the transfer may be performed. .

In the customer information management system, the customer management device may include a grant unit that grants a predetermined incentive to the user after receiving the purchase history information from the communication terminal.
Here, the incentive is, for example, granting of member privilege points to a user, issuance of a discount coupon, provision of free products, grant of prizes or prizes, and the like.

According to this configuration, it is possible to impart a predetermined incentive to the user who has transmitted the purchase history information, it is possible to perform motion with a user sends a purchase history information.

In the customer information management system, the authentication management device includes a presentation unit that presents a screen that prompts the communication terminal to answer a predetermined question when the purchase history information is requested from the communication terminal. can be, the communication terminal receives an input of answers by the user of said communication terminal, said reply may include a reply acceptance unit that notifies the authentication management apparatus that has been made, the authentication management apparatus The purchase history information transmitting unit transmits the purchase history information to the communication terminal after receiving the notification from the communication terminal, and the purchase history information receiving unit of the communication terminal receives the purchase history information. The customer information transmission unit of the communication terminal can transmit the answer to the customer management device together with the purchase history information received.

Here, the presentation unit of the authentication management apparatus can present the communication terminal by, for example, accessing a predetermined web page provided by the authentication management apparatus using a browser of the communication terminal. The user of the communication terminal can refer to this page, input necessary items, and send a response from the communication terminal to the authentication management apparatus.
According to this configuration, the user's profile information can be acquired in a format in which the user answers the question.

  The customer information management system may include a mail transmission unit that transmits a mail including a URL address of a predetermined web page on the screen provided by the presentation unit of the authentication management apparatus to the user.

According to this configuration, by sending an email including the URL of the certification authority to the user from the CRM center, the certification authority can be accessed, and the purchase history download can be performed without waiting for the user's spontaneous purchase history download. A mechanism capable of acquiring purchase history information by giving the user an opportunity can be realized.
Further, in the customer information management system, the information request unit of the communication terminal can request the purchase history information from the authentication management device by specifying a period. In the customer information management system, the communication terminal can include a purchase history storage unit that stores the purchase history information. In the communication terminal, the purchase history information received by the purchase history information reception unit is stored in the communication terminal. The customer history information can be stored in the purchase history storage unit, and the customer information transmission unit can associate the profile information of the user and the purchase history information of the purchase history storage unit and transfer them to the customer management device.

According to the present invention, a member information storage unit that stores user member information, and purchase information when the user purchases a product in a vending machine is associated with the member information of the user and stored as purchase history information. An authentication management device that includes a purchase history information storage unit that authenticates the user;
A vending machine that inquires of the authentication management device to authenticate the user and sells products;
A storage unit for storing the member information of the user; a communication terminal operated by the user;
A customer information management method in a customer information management system , comprising: a customer information database that stores purchase history information of the product of the user, and a customer management device that manages customer information based on the purchase history information. And
The authentication management device,
Performing a first authentication of the user requested from the vending machine on the basis of the member information before Symbol member information storage unit,
Receiving the member information of the user from the communication terminal of the user and performing second authentication of the user based on the received member information;
Notifying the communication terminal of the user of the authentication result of the second authentication step;
Extracting the purchase history information corresponding to the member information of the authenticated user from the purchase history information storage unit when receiving a transmission request for the purchase history information from the communication terminal of the authenticated user ; ,
Transmitting the purchase history information extracted in the extracting step to the communication terminal of the authenticated user;
Said communication terminal,
Transmitting the member information of the user to the authentication management device and requesting the second authentication from the authentication management device;
Receiving an authentication result of the second authentication from the authentication management device, and determining whether the received authentication result is authentication;
When the authentication result is determined to be the authentication by the determining step, a request to transmit the purchase history information to the authentication management device;
Receiving said purchase history information corresponding to the authenticated member information from the previous SL authentication management apparatus,
And the step of receiving the profile information of the previous SL user (except for the address, name and age of the user),
The authentication result by said determining step is determined to the authentication, and if the transfer to the user is accepted, and connected to the customer management device is authenticated received previous SL in the step of receiving the purchase history information Transferring the purchase history information corresponding to the member information and the profile information received in the step of receiving the profile information to the customer management device in association with each other;
The customer management device is
Receiving the purchase history information corresponding to the authenticated member information associated with the profile information from the communication terminal of the user;
Storing the received purchase history information in the customer information database in association with each authenticated member information;
A customer information management method is provided.

According to the present invention, a member information storage unit for storing member information obtained by registering in advance,
A first authentication requesting unit that transmits the member information to the vending machine and requests a first authentication when purchasing a product;
Purchase information in the vending machine Yu over The authentication management apparatus includes a purchase information database storing the purchase history information in association with the member information, and transmits the member information of the user, the authentication management apparatus An authentication requesting unit for requesting second authentication;
A determination unit that receives an authentication result of the second authentication from the authentication management device and determines whether the received authentication result is authentication;
When the determination unit determines that the authentication result is the authentication , an information request unit that requests the authentication management device to transmit the purchase history information;
A purchase history information receiving unit for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
A receiving unit that receives the user's profile information (excluding the user's address, name, and age);
When the authentication unit determines that the authentication result is the authentication and the transfer is approved by the user, the authentication unit connects to a customer management apparatus that manages customer information, and the purchase history information receiving unit receives the received authentication. customer information transmitting unit, wherein associating the profile information the purchase history information and the acceptance unit accepts corresponding member information, and transmits to the customer management apparatus,
A communication terminal is provided.

According to the present invention, a member information storage unit that stores user member information, and purchase information when the user purchases a product in a vending machine is associated with the member information of the user and stored as purchase history information. An authentication requesting unit that transmits the member information of the user to the authentication management device, and requests authentication.
A determination unit that receives an authentication result from the authentication management device and determines whether the received authentication result is authentication;
When the determination unit determines that the authentication result is the authentication , an information request unit that requests the authentication management device to transmit the purchase history information;
A purchase history information receiving unit for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
A receiving unit that receives the user's profile information (excluding the user's address, name, and age);
Wherein the authentication result by the determination unit is determined to the authentication, and if the transfer to the user is accepted, and connected to the customer management apparatus for managing customer information, the purchase history information receiving unit is authenticated received associating the profile information the purchase history information and the acceptance unit accepts corresponding to the member information, and customer information transmitting unit to be transferred to the customer management unit,
A communication terminal is provided.

According to the present invention, a computer including a member information storage unit that stores member information obtained by registering a member in advance is provided.
Means for transmitting the member information to the vending machine and requesting the first authentication when purchasing the product;
Purchase information in the vending machine Yu over The authentication management apparatus including purchase history information database for storing the purchase history information in association with the member information, and transmits the member information of the user, the authentication management apparatus Means for requesting second authentication to
Means for receiving an authentication result of the second authentication from the authentication management device and determining whether the received authentication result is authentication;
Means for making a transmission request for the purchase history information to the authentication management device when the authentication result is determined to be the authentication by the determining means;
Means for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
Means for receiving the user's profile information (excluding the user's address, name and age);
When the authentication result is determined to be the authentication by the determining means and the transfer is accepted by the user, the reception is performed by the means for connecting to a customer management device that manages customer information and receiving the purchase history information associate with the profile information the accepted in the purchase history information and means for receiving the profile information corresponding to the authenticated membership information, said means for transmitting to the customer management unit, a program to function as is provided .

According to the invention, a computer is
A member information storage unit that stores user member information, and a purchase history information storage unit that stores purchase information when the user purchases a product in a vending machine in association with the member information of the user and stores it as purchase history information Means for transmitting the member information of the user to the authentication management device and requesting the authentication to an authentication management device for authenticating the user,
Means for receiving an authentication result from the authentication management device and determining whether the received authentication result is authentication;
Means for making a transmission request for the purchase history information to the authentication management device when the authentication result is determined to be the authentication by the determining means;
Means for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
Means for receiving the user's profile information (excluding the user's address, name and age);
When the authentication result is determined to be the authentication by the determining means and the transfer is approved by the user, the information is received by the means for receiving the purchase history information by connecting to a customer management device that manages customer information associating the profile information received by the purchase history information and means for receiving the profile information, it means for transferring to the customer management unit, a program to function as is provided.

  Although the configuration of the present invention has been described above, any combination of these configurations, or a conversion of the expression of the present invention between a method, an apparatus, a system, a recording medium, a computer program, and the like is also applicable to the present invention. It is effective as an embodiment.

  According to the present invention, there is provided a customer information management system capable of efficiently collecting customer information using an unprecedented technique while protecting personal information.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. In all the drawings, the same reference numerals are given to the same components, and the description will be omitted as appropriate.

  FIG. 1 is a schematic block diagram showing a configuration of a customer information management system 1 according to an embodiment of the present invention. The customer information management system 1 according to the present embodiment includes an authentication management device 400 that authenticates a user who is registered as a member in advance, and a vending machine 100 that inquires the authentication management device 400 to authenticate the user 10 and sells a product. Customer information provided with a communication terminal (mobile terminal 200, user terminal 300) operated by the user 10 and a customer management device (CRM center 500) for managing customer information based on the purchase history of the product of the user 10 In the management system 1, the authentication management apparatus 400 is automatically based on the member information storage unit (member information database 410) that stores the member information of the user 10 and the member information in the member information storage unit (member information database 410). An authentication unit 420 that authenticates the user 10 requested from the vending machine 100, and the user 10 purchases a product in the vending machine 100. A purchase information storage unit (purchase information database 432) that stores the member information of the user 10 in association with the purchase information at the time, and purchase information corresponding to the member information of the user 10 in response to a request from the user 10 The communication terminal (mobile terminal 200, user terminal 300), and the communication terminal (mobile terminal 200, user terminal 300) purchases corresponding to the member information of the user 10. A receiving unit 342 that requests information from the authentication management device 400, a receiving unit (profile receiving unit 310) that receives profile information of the user 10, and a customer management device (CRM center) that associates the received purchase information and profile information with each other. 500).

  Specifically, the customer information management system 1 of the present embodiment includes a vending machine (shown as “vending machine” in the figure) 100, a portable terminal 200 carried by the user 10, and a first network in the vending machine 100. 20, an authentication management apparatus 400 connected via the user interface 20, a user terminal 300 connected to the authentication management apparatus 400 via the second network 22, a CRM center 500 connected to the user terminal 300 via the third network 24, Is provided.

  In the present invention, the authentication management apparatus 400 provides information of each user 10 stored in association with member information, for example, purchase history information, to a member registered in advance as a member. The user 10 can acquire purchase history information from the authentication management apparatus 400 using the user terminal 300. In the present invention, the user 10 is further prompted to transfer the purchase history information acquired from the authentication management device 400 to the CRM center 500 at this time, and a profile that does not include personally identifiable information such as name and date of birth. Together with the information, the CRM center 500 collects information about the user 10. By providing the user 10 with an incentive in return for data transmission, information transmission is performed more smoothly. Here, the profile information is information that does not include information that can identify an individual user, and can include information such as a user's hobbies, preferences, preferences, thoughts, and thoughts. The profile information can also include user attribute information such as the user's sex, age, and region.

  In FIG. 1, only one vending machine 100 connected to the authentication management apparatus 400 via the first network 20 is shown, but actually, a plurality of vending machines 100 are connected. Yes. Further, only one user terminal 300 connected to the authentication management apparatus 400 via the second network 22 is described, but in reality, a plurality of user terminals 300 of a plurality of users 10 can be connected. . Further, although only one user terminal 300 connected to the CRM center 500 via the third network 24 is described, in practice, a plurality of user terminals 300 of a plurality of users 10 can be connected.

  In FIG. 1, the configuration of parts not related to the essence of the present invention is omitted. Each component of the customer information management system 1 includes an arbitrary computer CPU, memory, a program for realizing the components shown in the figure loaded in the memory, a storage unit such as a hard disk for storing the program, and a network connection It is realized by any combination of hardware and software centering on the interface. It will be understood by those skilled in the art that there are various modifications to the implementation method and apparatus. Each drawing described below shows a functional unit block, not a hardware unit configuration.

  FIG. 2 is a diagram for explaining an overview of the customer information management system 1 of the present embodiment. In the customer information management method according to the embodiment of the present invention, a member information storage unit (member information database 410 in FIG. 1) for storing member information of the user 10 and purchase when the user 10 purchases the product 12 in the vending machine 100. The information includes a purchase information storage unit (purchase information database 432 in FIG. 1) that stores the member information of the user 10 in association with the information. The authentication management device 400 that authenticates the user 10 and the authentication management device 400 are inquired. A vending machine 100 that authenticates and sells products, a communication terminal (mobile terminal 200, user terminal 300) operated by the user 10, a customer management device (CRM center 500) that manages customer information of the product 12, Is a customer information management method in the customer information management system 1, wherein the authentication management device 400 includes a member information storage unit A step (S3 and S4) of authenticating the user 10 requested from the vending machine 100 based on the member information in the member information database 410) in FIG. 1, and the authentication management device 400 responding to the request from the user 10. The step (S6) of transmitting purchase information corresponding to the member information of the user 10 to the communication terminal (mobile terminal 200, user terminal 300) of the user 10 and the communication terminal (mobile terminal 200, user terminal 300) A step (S6) of requesting purchase information corresponding to the member information 10 and receiving it from the authentication management device 400, and a step (not shown) in which the communication terminal (portable terminal 200, user terminal 300) accepts the profile information of the user 10 ) And the communication terminal associate the received purchase information and profile information with the customer management device (CRM center) Comprising a step (S7) to be sent to 500), the.

  Specifically, as shown in FIG. 2, in the customer information management system 1 of the present embodiment, the user 10 uses the portable terminal 200 (or the user terminal 300) to register a member with the authentication management apparatus 400. Perform (step S1). At this time, for example, the date of birth is transmitted from the portable terminal 200 to the authentication management apparatus 400. Then, member registration is performed in the authentication management device 400 and a member number is issued to the portable terminal 200. Here, for example, membership registration for purchasing a product with the vending machine 100 that sells a product such as cigarette that requires adult authentication can be made.

  Thereafter, the user 10 purchases a product with the vending machine 100 using the mobile terminal 200 (step S2). Here, the member information such as the member number registered in step S1 is transmitted from the portable terminal 200 to the vending machine 100 when purchasing the product.

  Then, the member information of the user 10 is transmitted from the vending machine 100 to the mobile terminal 200 (step S3). Then, member authentication (adult authentication) is performed in the authentication management device 400 (step S4), and when authenticated, the vending machine 100 sells products to the user 10 (step S5). If it is not authenticated, the product cannot be purchased. Note that the merchandise settlement processing and the like are not related to the essence of the invention and will not be described here.

  Thereafter, the user 10 requests the authentication management device 400 to download purchase information using the user terminal 300 (or the mobile terminal 200), and acquires the purchase information (step S6). The purchase information includes, for example, purchase date / time, vending machine identification code, product code (in the case of tobacco, brand), unit price, quantity, and the like. For example, the user 10 can refer to the purchase history information of the cigarette, and knows how often he / she purchases the cigarette, how much he / she spends on the purchase of the cigarette / month, etc. Can do.

  Then, the user terminal 300 transmits the profile information of the user 10 in association with the purchase information downloaded in step S6 to the CRM center 500 (step S7). For example, when the purchase information is downloaded from the authentication management device 400 in step S6, the answer information of the question is combined with the purchase information by making it possible to download the information after answering a previously prepared question. It is possible to transfer to the CRM center 500. As a result, it is possible for the company to obtain information that is deemed necessary at that time from the customer while acquiring it in association with the purchase information.

  From the CRM center 500, an incentive is given to the user 10, and incentive information is transmitted to the mobile terminal 200 (step S8).

  In this way, the CRM center 500 can acquire the profile information linked to the purchase information of the user 10 downloaded based on the will of the user 10. Thus, the CRM center 500 can efficiently collect information necessary for analyzing customer needs while protecting personal information that can identify individuals.

  Returning to FIG. 1, the configuration of the vending machine 100 will be described first. The vending machine 100 includes an operation unit 102, a purchase acceptance unit 104, a communication unit 106, an interface unit (I / F) 108, an authentication request unit 110, a settlement unit 120, a product dispensing unit 130, a sales Information transmission unit 140.

  In this embodiment, the vending machine 100 sells products by performing user authentication such as adult authentication when purchasing products such as alcohol and tobacco. The fee can be settled by cash, credit card or prepaid card. In this embodiment, it is preferable to perform user authentication and electronic payment using a data carrier such as a non-contact IC tag or a non-contact IC card. In particular, a configuration in which user authentication and electronic payment are performed using a mobile terminal 200 such as a mobile phone incorporating such an IC tag or IC card is preferable.

  The operation unit 102 includes operation buttons, a lever, a touch panel, a sheet key, a keyboard, a switch, voice input, voice recognition means, and the like provided on the front surface of the vending machine 100. The user 10 operates the operation unit 102 to select, for example, a product 12 to be purchased.

  The purchase receiving unit 104 receives a product purchase request from the user 10. The purchase request is made when the user 10 operates the operation unit 102. The communication unit 106 communicates with the mobile terminal 200 carried by the user 10. Communication with the portable terminal 200 may be either wireless or wired. Communication between the communication unit 106 and the portable terminal 200 can include infrared communication, communication using a non-contact IC, wireless communication via a wireless relay base, and the like.

  The interface unit 108 is an interface for communicating with the authentication management apparatus 400 via the first network 20. When the user 10 purchases a product with the vending machine 100, the authentication request unit 110 communicates with the mobile terminal 200 via the communication unit 106 and acquires user information from the mobile terminal 200. Further, the authentication request unit 110 transmits the user information of the mobile terminal 200 to the authentication management apparatus 400 via the interface unit 108 and makes an authentication request for the user 10. At this time, the user information transmitted from the vending machine 100 to the authentication management apparatus 400 can include, for example, a membership number (user ID) and authentication information (for example, the date of birth of the user 10). When the user 10 is authenticated by the authentication management device 400, the authentication request unit 110 notifies the settlement unit 120.

  When the user 10 is authenticated by the authentication requesting unit 110, the checkout unit 120 makes a product delivery request to the product delivery unit 130 according to the product purchase request accepted by the purchase acceptance unit 104, and via the communication unit 106. The mobile terminal 200 and the product fee are settled. If the mobile terminal 200 has an electronic payment function, the settlement unit 120 communicates with the mobile terminal 200 via the communication unit 106 to perform electronic payment processing.

  The merchandise payout unit 130 receives a payout request for the merchandise 12 from the settlement unit 120 and pays out the merchandise 12 from a merchandise payout exit (not shown) provided in the vending machine 100. The sales information transmission unit 140 receives the settlement result of the product purchase from the settlement unit 120 and transmits it as sales information to the authentication management apparatus 400 via the interface unit 108. The sales information can include, for example, the user 10 membership number, sales date, product code, unit price, quantity, vending machine identification number, and the like.

  The mobile terminal 200 can include, for example, a mobile phone, a PDA, a portable notebook personal computer, and the like, and communicates with the vending machine at the time of product purchase by the vending machine. Alternatively, in the present embodiment, when performing user authentication and payment processing at the time of product purchase with the vending machine 100, the mobile terminal 200 includes a data carrier including a non-contact IC tag and an IC card. The mobile terminal 200 includes a storage unit (not shown) that stores user member information and a transmission unit (not shown) that transmits member information when purchasing a product with the vending machine 100.

  Next, the configuration of the user terminal 300 will be described. Although the user terminal 300 can be included in the mobile terminal 200, it is not particularly required to be portable and can include a desktop personal computer.

  A communication terminal (mobile terminal 200, user terminal 300) according to an embodiment of the present invention includes a member information storage unit (not shown) that stores member information obtained by registering in advance as a member, and an automatic operation when purchasing a product. Purchasing information is stored in an authentication management apparatus 400 including a transmission unit (not shown) that transmits member information to the vending machine 100 and a purchase information database 432 that stores purchase information in the vending machine 100 of the user 10 in association with the member information. Request units (download request unit 340, first interface unit 306), receiving units (receiving unit 342, first interface unit 306) that receive purchase information from the authentication management apparatus 400, and profile information of the user 10 The reception unit (profile reception unit 310, operation unit 302) to receive, and the received purchase information and profile information are associated with each other. Comprising transmitting unit that transmits to the customer management system (CRM center 500) for managing information (transmission unit 350, a second interface unit 308), the.

In addition, the communication terminals (the mobile terminal 200 and the user terminal 300) according to the present embodiment include a member information storage unit (not shown) that stores the member information of the user 10 and purchase when the user purchases a product in the vending machine 100. A purchase information storage unit (purchase history storage unit 324) that stores the member information of the user 10 in association with the information and requests the purchase management information corresponding to the member information of the user 10 to the authentication management apparatus 400 that authenticates the user 10 Requesting unit (download requesting unit 340, first interface unit 306), receiving unit (receiving unit 342, first interface unit 306) for receiving purchase information from authentication management apparatus 400, and reception for receiving profile information of user 10 In association with the received purchase information and profile information (the profile reception unit 310, the operation unit 302) Comprising transmitting unit that transmits to the customer management system (CRM center 500) which manages customer information (transmission unit 350, a second interface unit 308), the.
The communication terminal (mobile terminal 200, user terminal 300) can include a display unit (display unit 304) that displays purchase information received by the receiving unit (receiving unit 342, first interface unit 306).

  The user terminal 300 includes an operation unit 302, a display unit 304, a first interface unit 306, a second interface unit 308, a profile reception unit 310, a storage unit 320, a registration request unit 330, and a download request unit 340. A receiving unit 342 and a transmitting unit 350.

  The operation unit 302 includes, but is not limited to, a keyboard, operation buttons, switches, levers, dial keys, a touch panel, sheet keys, a mouse, a tablet, voice input, voice recognition means, and the like. It is used when the user 10 operates to instruct various settings, inputs, selections, and the like.

  The display unit 304 is not particularly limited, and is, for example, a CRT (Cathode Ray Tube) display, a liquid crystal display (LCD), a plasma display, or the like.

  The first interface unit 306 communicates with the authentication management apparatus 400 via the second network 22. The second interface unit 308 communicates with the CRM center 500 via the third network 24. In FIG. 1, the second network 22 and the third network 24 are different networks, but are not limited thereto. It can be the same network.

  The profile receiving unit 310 receives profile information of the user 10 input by operating the operation unit 302 according to a profile information registration screen (not shown) displayed on the display unit 304 and stores the profile information in the storage unit 320. Storage unit 320 includes a profile storage unit 322 and a purchase history storage unit 324. FIG. 3 shows an example of the structure of the profile storage unit 322. The profile storage unit 322 does not include personal information to be protected by the user 10 (name, date of birth, etc.), and stores profile information such as the membership number of the user 10, gender, age group, and region. The profile information received by the profile receiving unit 310 is stored in the profile storage unit 322 of the storage unit 320. Further, the profile storage unit 322 can include the user's 10 hobbies, preferences, preferences, ideas, thoughts, questionnaire results, and the like.

  FIG. 4 shows an example of the structure of the purchase history storage unit 324. The purchase history storage unit 324 stores purchase history information on purchases of products by the user 10 using the vending machine 100. For example, the date of purchase of the product, the vending machine identification number, the product code, the unit price, the quantity, and the like are included. As described later, these pieces of information are downloaded from the authentication management device 400 and stored in the purchase history storage unit 324 of the storage unit 320.

  Returning to FIG. 1, the registration request unit 330 accepts the member information of the user 10 input by operating the operation unit 302 according to the member registration screen (not shown) displayed on the display unit 304, for example, the date of birth. . Then, the registration request unit 330 transmits a member registration request including member information to the authentication management apparatus 400 via the first interface unit 306. When the user registration is completed, the registered membership number is returned from the authentication management apparatus 400 to the portable terminal 200.

  The download request unit 340 receives a purchase information download request from the user 10 via the operation unit 302 and requests purchase information from the authentication management device 400 via the first interface unit 306. The receiving unit 342 downloads purchase information from the authentication management apparatus 400 via the first interface unit 306 and stores the purchase information in the purchase history storage unit 324 of the storage unit 320. In addition, the receiving unit 342 stores the member number returned from the authentication management apparatus 400 at the time of member registration by the registration request unit 330 in the storage unit 320.

  The transmission unit 350 associates and transmits the profile storage unit 322 and the purchase history storage unit 324 of the user 10 to the CRM center 500 via the second interface unit 308.

  In the present embodiment, when the receiving unit (profile receiving unit 310) receives profile information, the receiving unit (download request unit 340) of the communication terminal (mobile terminal 200, user terminal 300) receives the authentication management device (authentication management device). 400), the purchase information received by the reception unit 342 can be automatically transferred to the customer management apparatus (CRM center 500) by the transmission unit (transmission unit 350).

  That is, when the download request unit 340 requests purchase information from the authentication management device 400, the user 10 is asked whether the acquired purchase information and the attribute information of the user 10 can be transferred to the CRM center 500. take. When the transfer is accepted, the transmission unit 350 automatically transmits the purchase information and attribute information to the CRM center 500 via the second interface unit 308 when the reception unit 342 downloads the purchase information. Transfer consent can be specified in advance when a member is registered in advance, or can be confirmed every time information is downloaded.

  Next, the configuration of the authentication management apparatus 400 will be described. The authentication management apparatus 400 includes a first interface unit 402, a second interface unit 404, a member information database (shown as “member information DB” in the figure) 410, a registration unit 412, an authentication unit 420, sales information, and the like. A reception unit 430, a purchase information database (shown as “customer information DB” in the figure) 432, and a history transmission unit 440 are included. In the present embodiment, the authentication management device 400 is a device that manages user authentication processing when purchasing a product for the user 10 in the vending machine 100 that sells a product that particularly requires adult authentication. That is, the vending machine 100 is owned by a product manufacturer or a company that sells products, and the CRM center 500 is owned by a product manufacturer, a company that sells products, or an advertising agency. it can. The authentication management device 400 can be a separate certification organization independent of these companies.

  The first interface unit 402 communicates with the vending machine 100 via the first network 20. The second interface unit 404 communicates with the user terminal 300 via the second network 22.

  As shown in FIG. 5, the member information database 410 can include a member number and date of birth for each registered member. The registration unit 412 receives a member registration request from the user terminal 300 via the second interface unit 404. From the user terminal 300, for example, the date of birth is transmitted as member information. The registration unit 412 issues a member number and registers the member number and date of birth in association with the member information database 410. Then, the registration unit 412 transmits the member number to the user terminal 300 via the second interface unit 404.

  The authentication unit 420 authenticates a member in response to a request from the vending machine 100. Specifically, member information including the membership number and date of birth is received from the vending machine 100 via the first interface unit 402, the membership information database 410 is accessed, and authentication is performed based on the corresponding membership number and date of birth. The authentication result is transmitted to the vending machine 100 via the first interface unit 402.

  FIG. 6 shows details of the authentication unit 420. The authentication unit 420 includes an authentication reception unit 422, an inquiry unit 424, and a notification unit 426. The authentication reception unit 422 receives member information from the vending machine 100 via the first interface unit 402. The inquiry unit 424 accesses the member information database 410, makes an inquiry based on the member information received by the authentication reception unit 422, and notifies the notification unit 426 of the result. The notification unit 426 receives the result of the inquiry unit 424 and notifies whether or not the user 10 has been authenticated via the first interface unit 402.

  Returning to FIG. 1, the sales information receiving unit 430 receives the sales information from the vending machine 100 via the first interface unit 402 and stores it in the purchase information database 432. As shown in FIG. 7, the purchase information database 432 stores purchase history information for each member number 470. The purchase history information includes date and time 471, VM code (vending machine identification number) 473, product code 475, unit price 477, and quantity 479.

  Returning to FIG. 1, the history transmission unit 440 sends purchase history information corresponding to the membership number of the user 10 stored in the purchase information database 432 via the second interface unit 404 in response to a request from the user terminal 300. It transmits to the user terminal 300. FIG. 8 shows details of the history transmission unit 440. The history transmission unit 440 includes a download request reception unit 442, an extraction unit 444, and a transmission unit 446.

  The download request receiving unit 442 receives a purchase history information download request from the user terminal 300 via the second interface unit 404. After checking whether the member number included in the download request exists in the member information database 410, the extracting unit 444 accesses the purchase information database 432 to extract the purchase history information corresponding to the member number. To do. The transmission unit 446 transmits the purchase history information extracted by the extraction unit 444 to the user terminal 300 via the second interface unit 404.

  Returning to FIG. 1, the structure of the CRM center 500 will be described. The CRM center 500 includes an interface unit 502, a reception unit 510, a customer information database 520, a management unit 530, and an incentive provision unit 540.

  The interface unit 502 communicates with the user terminal 300 via the third network 24. The receiving unit 510 receives the profile information and purchase information of the user 10 from the user terminal 300 via the interface unit 502. The received information is stored in the customer information database 520. FIG. 9 shows an example of the structure of the customer information database 520. Customer information database 520 includes member information storage unit 522, purchase information storage unit 524, and incentive information storage unit 526. As shown in FIG. 9A, the member information storage unit 522 includes profiles such as sex, age group, and region for each member number. As shown in FIG. 9B, the purchase information storage unit 524 includes the purchase date / time of the product, the VM code, the product code, the unit price, and the quantity for each member number. As shown in FIG. 9C, the incentive information storage unit 526 includes incentive grant information for each member number, and includes, for example, an incentive last grant date, a final grant point, a cumulative point, and the like.

  Based on the information stored in the customer information database 520, for example, it is possible to measure the effect of advertising or advertising a product or a new product.

  The management unit 530 manages customer information, for example, if necessary, requests the user terminal 300 to transmit purchase information, or detects voluntary transmission of purchase information from the user terminal 300. To do. When the receiving unit 510 receives customer information from the user terminal 300, the management unit 530 determines an incentive to be given to the user 10 and instructs the incentive granting unit 540. The incentive given to the user terminal 300 is recorded in the incentive information storage unit 526 of the customer information database 520.

  The incentive provision unit 540 notifies the user terminal 300 of provision of incentives via the interface unit 502 in accordance with an instruction from the management unit 530. Here, the incentive can include, for example, granting of member privilege points to a user, issuance of discount coupons, free provision of merchandise, granting of prizes and prizes, and the like. Notification of incentive provision can be made by e-mail, for example. Alternatively, by providing a web page dedicated to a predetermined member and the user terminal 300 accessing the web page dedicated to the member, points can be confirmed and used. Since these processes are not related to the essence of the present invention, a detailed description thereof will be omitted.

  The operation of the customer information management system 1 of the present embodiment configured as described above will be described below. FIG. 10 is a flowchart showing an example of the operation at the time of member registration and vending machine 100 purchase in the customer information management system 1 of the present embodiment. Hereinafter, description will be made with reference to FIGS.

  The user 10 performs membership registration with the authentication management apparatus 400 in advance using the mobile terminal 200 or the user terminal 300 (step S11). For example, the user terminal 300 accesses the authentication management apparatus 400 via the second network 22 and displays a member registration request screen (not shown) on the display unit 304. The member registration request screen can be provided by, for example, a web page specified by a predetermined URL. The user terminal 300 accesses the web page, inputs necessary information using the operation unit 302, and transmits it to the authentication management apparatus 400 as a member registration request via the first interface unit 306.

  In the authentication management apparatus 400, the registration unit 412 receives a member registration request from the user terminal 300 via the second interface unit 404, and performs registration (step S13). The registration unit 412 registers the date of birth of the received user 10 in the member information database 410, issues a member number, and sends it back to the user terminal 300 via the second interface unit 404. In the user terminal 300, the receiving unit 342 receives the membership number and stores it in the storage unit 320.

  Subsequently, in order to purchase a product, the user 10 goes to the vending machine 100 and operates the operation unit 102 of the vending machine 100 to make a request for product purchase (step S15). In the vending machine 100, the purchase acceptance unit 104 accepts a product purchase request. At the same time, the communication unit 106 communicates with the mobile terminal 200 of the user 10 and acquires information necessary for user authentication. The authentication request unit 110 makes a user authentication request to the authentication management apparatus 400 via the interface unit 108 (step S17). At this time, the membership number and date of birth are transmitted as member information from the portable terminal 200 to the vending machine 100 and transferred from the vending machine 100 to the authentication management apparatus 400.

  In the authentication management apparatus 400, the authentication unit 420 receives the member information via the first interface unit 402, accesses the member information database 410, and determines whether there is a registration corresponding to the received member information (step). S19). If there is a member registration (YES in step S19), a sales permission notification is transmitted to the vending machine 100 via the first interface unit 402 (step S21). On the other hand, if there is no member registration (NO in step S19), a sales rejection notice is transmitted to the vending machine 100 via the first interface unit 402 (step S23). In the vending machine 100, a display for notifying the user 10 that the sale has been refused is performed, and the acceptance of the sale is terminated (not shown).

  On the other hand, when the vending machine 100 receives the sales permission notification from the authentication management device 400, the authentication request unit 110 notifies the settlement unit 120 to perform the settlement process. The settlement unit 120 requests the user 10 to settle the product price (step S25). When purchasing the product (YES in step S27), the user 10 pays the price with, for example, cash, a prepaid card, a cash card, or the like (step S29). When canceling the purchase of the product (NO in step S27), a cancel button (not shown) on the vending machine 100 is pressed to cancel the purchase.

  When the vending machine 100 accepts the payment of the price from the user 10, the settlement unit 120 performs a settlement process for the price and notifies the sales information transmission unit 140. The sales information transmission unit 140 transmits the sales information to the authentication management apparatus 400 via the interface unit 108 (step S31). Here, the transmitted sales information includes, for example, sales date / time, VM code, product code, unit price, quantity, and the like.

  In the authentication management device 400, the sales information receiving unit 430 receives the sales information via the first interface unit 402 and accumulates it in the purchase information database 432 (step S33). Then, in the vending machine 100, the merchandise dispensing unit 130 pays out the merchandise 12 that has been settled (step S35), and the user 10 receives the merchandise 12 (step S37).

  Next, an operation at the time of collecting profile information associated with purchase information in the customer information management system 1 of the present embodiment will be described. FIG. 11 is a flowchart showing an operation at the time of collecting profile information associated with purchase information in the customer information management system 1 of the present embodiment. Here, the user 10 can download and refer to the purchase information stored in the authentication management apparatus 400. The downloaded purchase information is transmitted in association with the profile information of the user 10 to the CRM center 500 approved in advance by a contract. The user 10 can receive an incentive from the CRM center 500 in return for transmitting the purchase information.

  Specifically, first, the user 10 connects to the authentication management apparatus 400 using the mobile terminal 200 or the user terminal 300 (step S51). For example, the user 10 operates the operation unit 302 to access a predetermined web page of the authentication management apparatus 400 and display a login screen (not shown) on the display unit 304.

  The download request unit 340 accesses the authentication management apparatus 400 via the first interface unit 306, and transmits a member number and date of birth as member information (step S53). Then, in the authentication management apparatus 400, the history transmission unit 440 receives member information via the second interface unit 404, accesses the member information database 410, and performs user authentication processing (step S55). If authenticated (YES in step S55), an authentication notification is sent to the user terminal 300 (step S59). If not authenticated (NO in step S55), an error notification is sent to the user terminal 300 (step S57).

  In the user terminal 300, when receiving the authentication notification (YES in step S61), the download request unit 340 issues a purchase information download request to the authentication management apparatus 400 via the first interface unit 306 (step S63). ). In the authentication management device 400, the history transmission unit 440 receives a download request via the second interface unit 404, accesses the purchase information database 432, and extracts purchase information corresponding to the authenticated member number (step S65). . Here, the user terminal 300 can also specify the period of purchase information to be extracted.

  The history transmission unit 440 transmits the extracted purchase information to the user terminal 300 via the second interface unit 404 (step S67). In the user terminal 300, the receiving unit 342 receives the purchase information via the first interface unit 306, and accumulates it in the purchase history storage unit 324 of the storage unit 320 (step S69). The receiving unit 342 confirms the end of the purchase information reception from the authentication management apparatus 400, and then logs out from the authentication management apparatus 400 (step S71).

  Subsequently, the transmission unit 350 connects to the CRM center 500 via the second interface unit 308 (step S75). The CRM center 500 accepts a connection from the user terminal 300 and enters a purchase information reception waiting state (not shown).

  Then, the transmission unit 350 transmits purchase history information associated with the profile information to the CRM center 500 via the second interface unit 308 from the user terminal 300 (step S77). In the CRM center 500, the receiving unit 510 receives the purchase history information associated with the profile information via the interface unit 502, and stores it in the customer information database 520 (step S79).

  Then, the management unit 530 detects that the reception unit 510 has received information from the user terminal 300, determines an incentive to be given to the user 10 of the user terminal 300, and notifies the incentive provision unit 540 (step S81). The incentive granting unit 540 notifies the user terminal 300 of the incentive given by e-mail or the like via the interface unit 502.

  When an error notification is returned from the authentication management apparatus 400 in step S61, the authentication management apparatus 400 is logged out (not shown) and the process is terminated.

  Next, an example of another operation when the purchase information is transmitted from the authentication management apparatus 400 to the user terminal 300 in the customer information management system 1 of the present embodiment will be described. FIG. 12 is a flowchart showing another example of the operation at the time of purchasing information transmission in the customer information management system 1 of the present embodiment.

  In FIG. 12, the user terminal 300 of the user 10 is in the state of step S61 in FIG. 11, and the authentication management apparatus 400 is in the state of step S59 in FIG.

  That is, when the user terminal 300 is authenticated, the authentication management apparatus 400 presents a question for collecting the profile information of the user 10 to the user terminal 300 (step S101). Specifically, an input screen 600 as shown in FIG. 13 is displayed on the display unit 304 of the user terminal 300 (step S103). As shown in FIG. 13, the input screen 600 includes a questionnaire for customers. The input screen 600 includes, for example, a list 610 for selecting an answer to a questionnaire question, a send button 612 for giving an instruction to send the questionnaire result to the authentication management apparatus 400, and a cancel button 614 for not answering the question. Can do. When the cancel button 614 is pressed by the user 10, the processing is ended as it is (not shown).

In this configuration, when the purchase information is requested from the communication terminal (mobile terminal 200, user terminal 300), the authentication management apparatus 400 asks the communication terminal (mobile terminal 200, user terminal 300) a predetermined question. The communication terminal (mobile terminal 200, user terminal 300) includes a presentation unit (not shown) that presents a screen (input screen 600 in FIG. 13) that prompts the user's answer. An answer accepting unit (profile accepting unit 310) that accepts an input of an answer by the user 10, and after receiving the answer, the sending unit 350 sends the answer together with the purchase information to the customer management apparatus (CRM center 500) .

  Then, the user 10 refers to the input screen 600 displayed on the display unit 304 of the user terminal 300, operates the operation unit 302 to input an answer, and the profile reception unit 310 receives it (step S105). When the operation unit 302 accepts pressing of the send button 612 on the input screen 600, the download request unit 340 notifies the authentication management device 400 only that the question has been answered (step S107). That is, the information received by the profile receiving unit 310 does not need to be transmitted to the authentication management apparatus 400. The information received by the profile receiving unit 310 is stored in the profile storage unit 322 of the storage unit 320 (step S108).

  When the authentication management apparatus 400 receives a notification that an answer has been made (YES in step S109), it accesses the purchase information database 432 and extracts purchase history information corresponding to the member number (step S111). Then, the history transmission unit 440 transmits purchase history information to the user terminal 300 via the second interface unit 404 (step S113).

  In the user terminal 300, the receiving unit 342 receives the purchase history information via the first interface unit 306 and accumulates it in the purchase history storage unit 324 of the storage unit 320 (step S115). And it logs out from the authentication management apparatus 400 (step S117). In the authentication management device 400, communication with the user terminal 300 is disconnected (step S119).

  Then, the user terminal 300 connects to the CRM center 500 via the second interface unit 308 (step S121). In the user terminal 300, the transmission unit 350 transmits the purchase history information acquired from the authentication management apparatus 400 and the answer input in step S105 to the CRM center 500 (step S123).

  In the CRM center 500, the receiving unit 510 receives the purchase history information and the response via the interface unit 502, and accumulates them in the customer information database 520 (step S125). And the management part 530 detects reception of information, determines an incentive according to the presence or absence of a reply, and notifies it to the incentive provision part 540 (step S127). And the incentive provision part 540 notifies the point etc. which were provided by the mail etc. to the user terminal 300 (not shown).

  As described above, according to the customer information management system 1 of the present embodiment, as shown in FIG. 14, the user 10 purchases a product with the vending machine 100, and the purchase history is used as member information (attribute). The authentication management apparatus 400 manages the association. Then, the user 10 can refer to the purchase history information and member information (attributes) stored in the authentication management device 400 as necessary using the user terminal 300. Furthermore, by inputting the profile information of the user 10 at the user terminal 300, the profile information can be associated with the purchase history and transmitted to the CRM center 500. The CRM center 500 can collect purchase history information associated with profile information from the user terminal 300, and can measure the effect of product sales by the vending machine 100 based on the information. The CRM center 500 can further promote the collection of purchase history information by giving an incentive to the user 10 in return for obtaining purchase history information from the user 10.

  As described above, according to the customer information management system 1 of the present invention, it is possible to associate the profile information of the user 10 with the purchase history information in the vending machine 100 that could not be collected in the past, and to collect the personal information. It is possible to efficiently collect information necessary for analyzing customer needs while protecting the information.

In addition, it is not a model with only mobile carriers as components, but it also incorporates vending machines (VMs) and authentication functions as components, collects information quickly from the front end, and quickly It has become possible to implement a center function that enables information-circulating CRM that allows front-end propagation and the like. In other words, it is completely different from the call center that the conventional CRM center was conscious of, and it is possible to construct a business model with the CRM center as the core.

  As mentioned above, although embodiment of this invention was described with reference to drawings, these are the illustrations of this invention, Various structures other than the above are also employable. In addition, when acquiring and using the information regarding a user in this invention, this shall be done legally.

  For example, in another embodiment, in the customer information management system 1, the CRM center 500 sends an email including a URL address of a predetermined web page on a screen provided by a presentation unit (not shown) of the authentication management device 400 to the user 10. An e-mail transmission unit (not shown) for transmitting to can be included.

  According to this configuration, the user 10 accesses the URL address included in the received mail, refers to a predetermined web page, and inputs profile information on a screen such as the input screen 600 of FIG. Thus, purchase history information can be downloaded. At the same time, the purchase history information associated with the profile information can be transferred from the authentication management apparatus 400 to the CRM center 500 via the user terminal 300.

  In another embodiment, the CRM center 500 can issue advertisement information and coupons for products suitable for the user 10 based on the collected purchase history information and profile information.

It is a schematic block diagram which shows the structure of the customer information management system which concerns on embodiment of this invention. It is a figure for demonstrating the outline | summary of the customer information management system of this embodiment. It is a figure which shows an example of the structure of the profile memory | storage part of this embodiment. It is a figure which shows an example of the structure of the purchase history memory | storage part of this embodiment. It is a figure which shows an example of the structure of the member information database of this embodiment. It is a functional block diagram which shows the detailed structure of the authentication part of the authentication management apparatus of this embodiment. It is a figure which shows an example of the structure of the purchase information database of this embodiment. It is a functional block diagram which shows the detailed structure of the log | history transmission part of the authentication management apparatus of this embodiment. It is a figure which shows an example of the structure of the customer information database of this embodiment. It is a flowchart which shows an example of the operation | movement at the time of the member registration in the customer information management system of this embodiment, and the goods purchase in a vending machine. It is a flowchart which shows the operation | movement at the time of the profile information collection linked | related with the purchase information in the customer information management system of this embodiment. It is a flowchart which shows another example of the operation | movement at the time of the purchase information transmission in the customer information management system of this embodiment. It is a figure which shows an example of the profile information input screen displayed on the display part of the user terminal of this embodiment. It is a figure which shows the data flow of the purchase history information in the customer information management system which concerns on embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Customer information management system 10 User 12 Goods 20 1st network 22 2nd network 24 3rd network 100 Vending machine 102 Operation part 104 Purchase reception part 106 Communication part 108 Interface part 110 Authentication request | requirement part 120 Checkout part 130 Product delivery part 140 Sales information transmission unit 200 Mobile terminal 300 User terminal 302 Operation unit 304 Display unit 306 First interface unit 308 Second interface unit 310 Profile reception unit 320 Storage unit 322 Profile storage unit 324 Purchase history storage unit 330 Registration request unit 340 Download request unit 342 Reception unit 350 Transmission unit 400 Authentication management device 402 First interface unit 404 Second interface unit 410 Member information database 412 Registration unit 420 Authentication unit 422 Authentication reception unit 424 Inquiry unit 4 26 Notification unit 430 Sales information reception unit 432 Purchase information database 440 Download transmission unit 442 Download request reception unit 444 Extraction unit 446 Transmission unit 470 Member number 471 Date and time 475 Product code 477 Unit price 479 Quantity 500 CRM center 502 Interface unit 510 Reception unit 520 Customer Information database 522 Member information storage unit 524 Purchasing information storage unit 526 Incentive information storage unit 530 Management unit 540 Incentive granting unit 600 Input screen 610 List 612 Send button 614 Cancel button

Claims (15)

An authentication management device for authenticating a user registered in advance;
When accepting a product purchase request from a user, the vending machine that inquires of the authentication management device to authenticate the user and sell the product;
A communication terminal operated by the user;
A customer information management system comprising: a customer management device that manages customer information based on a purchase history of the product of the user,
The authentication management device includes:
A member information storage unit for storing member information of the user;
A first authentication unit that performs first authentication of the user requested from the vending machine based on the member information in the member information storage unit;
A purchase history information storage unit that stores as purchase history information in association with the member information of the user to purchase information when the user purchases the product in the vending machine;
A second authentication unit that receives the member information of the user from the communication terminal of the user and performs second authentication of the user based on the received member information;
A notification unit for notifying the communication terminal of the user of the authentication result of the second authentication;
An extraction unit that extracts the purchase history information corresponding to the member information of the authenticated user from the purchase history information storage unit when receiving a transmission request for the purchase history information from the communication terminal of the authenticated user When,
A purchase history information transmission unit that transmits the purchase history information extracted by the extraction unit to the communication terminal of the authenticated user;
Including
The communication terminal is
A storage unit for storing the member information of the user;
An authentication request unit that transmits the member information of the user to the authentication management device, and requests the second authentication from the authentication management device;
A determination unit that receives an authentication result of the second authentication from the authentication management device and determines whether the received authentication result is authentication;
When the determination unit determines that the authentication result is the authentication, an information request unit that requests the authentication management device to transmit the purchase history information;
And purchase history information receiving unit that receives the purchase history information corresponding to the authenticated member information from the previous SL authentication management apparatus,
A receiving unit that receives the user's profile information (excluding the user's address, name, and age);
If the authentication result is determined by the determination unit to be the authentication and the transfer is approved by the user, the authenticated member information is connected to the customer management device and received by the purchase history information receiving unit. A customer information transmission unit for associating the corresponding purchase history information and the profile information received by the reception unit and transferring them to the customer management device;
Only including,
The customer management device is:
A customer information receiving unit that receives the purchase history information corresponding to the authenticated member information associated with the profile information from the communication terminal of the user;
Customer Information Control System to received the purchase history information, and customer information database for storing in association with each of the member information authenticated, wherein the free Mukoto. In the customer information management system according to claim 1,
The communication terminal is
When the reception unit receives the profile information, the information request unit requests the purchase history information from the authentication management device, and the customer information transmission unit receives the purchase history information received by the purchase history information reception unit. Is automatically transferred to the customer management device. In the customer information management system according to claim 2,
In the communication terminal,
Whether or not the purchase history information can be automatically transferred to the customer management device is designated in advance, and when it is designated that the purchase history information can be automatically transferred, the customer information transmission unit receives the purchase history information. A customer information management system, wherein the purchase history information received by a department is automatically transferred to the customer management device. In the customer information management system according to claim 1,
In the communication terminal,
When the purchase history information receiving unit receives the purchase history information, the user confirms whether or not the purchase history information can be transferred to the customer management device, and then consents the user to transfer the purchase history information. When the customer information is received, the customer information transmitting unit transfers the purchase history information received by the purchase history information receiving unit to the customer management device. In the customer information management system according to any one of claims 1 to 4,
The customer management device is:
After receiving the purchase history information from the communication terminal, a customer information management system comprising a granting unit for granting a predetermined incentive to the user. In the customer information management system according to any one of claims 1 to 5,
The authentication management device includes:
When the purchase history information is requested from the communication terminal, the communication terminal includes a presentation unit that presents a screen that prompts an answer to a predetermined question,
The communication terminal is
Including an answer receiving unit that accepts an input of an answer by the user of the communication terminal and notifies the authentication management device that the answer has been made;
The purchase history information transmission unit of the authentication management device transmits the purchase history information to the communication terminal after receiving the notification from the communication terminal,
The purchase history information receiving unit of the communication terminal receives the purchase history information;
The customer information transmission unit of the communication terminal transmits the answer to the customer management apparatus together with the purchase history information received. In the customer information management system according to claim 6,
The customer information management system characterized by including the mail transmission part which transmits the mail containing the URL address of the predetermined | prescribed web page of the said screen which the said presentation part of the said authentication management apparatus provides to the said user. In the customer information management system according to any one of claims 1 to 7,
The customer information management system, wherein the information request unit of the communication terminal requests the purchase history information from the authentication management device by specifying a period. In the customer information management system according to any one of claims 1 to 8,
The communication terminal includes a purchase history storage unit that stores the purchase history information,
In the communication terminal,
Storing the purchase history information received by the purchase history information receiving unit in the purchase history storage unit;
The customer information management system, wherein the customer information transmission unit associates the profile information of the user and the purchase history information of the purchase history storage unit and transfers them to the customer management device. A member information storage unit that stores user member information, and a purchase history information storage unit that stores purchase information when the user purchases a product in a vending machine in association with the member information of the user and stores it as purchase history information An authentication management device that authenticates the user;
A vending machine that inquires of the authentication management device to authenticate the user and sells products;
A storage unit for storing the member information of the user; a communication terminal operated by the user;
A customer information management method in a customer information management system , comprising: a customer information database that stores purchase history information of the product of the user, and a customer management device that manages customer information based on the purchase history information. And
The authentication management device,
Performing a first authentication of the user requested from the vending machine on the basis of the member information before Symbol member information storage unit,
Receiving the member information of the user from the communication terminal of the user and performing second authentication of the user based on the received member information;
Notifying the communication terminal of the user of the authentication result of the second authentication step;
Extracting the purchase history information corresponding to the member information of the authenticated user from the purchase history information storage unit when receiving a transmission request for the purchase history information from the communication terminal of the authenticated user ; ,
Transmitting the purchase history information extracted in the extracting step to the communication terminal of the authenticated user;
Said communication terminal,
Transmitting the member information of the user to the authentication management device and requesting the second authentication from the authentication management device;
Receiving an authentication result of the second authentication from the authentication management device, and determining whether the received authentication result is authentication;
When the authentication result is determined to be the authentication by the determining step, a request to transmit the purchase history information to the authentication management device;
Receiving said purchase history information corresponding to the authenticated member information from the previous SL authentication management apparatus,
And the step of receiving the profile information of the previous SL user (except for the address, name and age of the user),
The authentication result by said determining step is determined to the authentication, and if the transfer to the user is accepted, and connected to the customer management device is authenticated received previous SL in the step of receiving the purchase history information Transferring the purchase history information corresponding to the member information and the profile information received in the step of receiving the profile information to the customer management device in association with each other;
The customer management device is
Receiving the purchase history information corresponding to the authenticated member information associated with the profile information from the communication terminal of the user;
Storing the received purchase history information in the customer information database in association with each authenticated member information;
A customer information management method comprising: A member information storage unit for storing member information obtained by registering in advance,
A first authentication requesting unit that transmits the member information to the vending machine and requests a first authentication when purchasing a product;
Purchase information in the vending machine Yu over The authentication management apparatus includes a purchase information database storing the purchase history information in association with the member information, and transmits the member information of the user, the authentication management apparatus An authentication requesting unit for requesting second authentication;
A determination unit that receives an authentication result of the second authentication from the authentication management device and determines whether the received authentication result is authentication;
When the determination unit determines that the authentication result is the authentication , an information request unit that requests the authentication management device to transmit the purchase history information;
A purchase history information receiving unit for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
A receiving unit that receives the user's profile information (excluding the user's address, name, and age);
When the authentication unit determines that the authentication result is the authentication and the transfer is approved by the user, the authentication unit connects to a customer management apparatus that manages customer information, and the purchase history information receiving unit receives the received authentication. customer information transmitting unit, wherein associating the profile information the purchase history information and the acceptance unit accepts corresponding member information, and transmits to the customer management apparatus,
A communication terminal comprising: A member information storage unit that stores user member information, and a purchase history information storage unit that stores purchase information when the user purchases a product in a vending machine in association with the member information of the user and stores it as purchase history information An authentication requesting unit that transmits the member information of the user to the authentication management device and requests authentication, to an authentication management device that authenticates the user,
A determination unit that receives an authentication result from the authentication management device and determines whether the received authentication result is authentication;
When the determination unit determines that the authentication result is the authentication , an information request unit that requests the authentication management device to transmit the purchase history information;
A purchase history information receiving unit for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
A receiving unit that receives the user's profile information (excluding the user's address, name, and age);
Wherein the authentication result by the determination unit is determined to the authentication, and if the transfer to the user is accepted, and connected to the customer management apparatus for managing customer information, the purchase history information receiving unit is authenticated received associating the profile information the purchase history information and the acceptance unit accepts corresponding to the member information, and customer information transmitting unit to be transferred to the customer management unit,
A communication terminal comprising: The communication terminal according to claim 11 or 12,
A communication terminal comprising a display unit for displaying the purchase history information received by the purchase history information receiving unit. A computer equipped with a member information storage unit for storing member information obtained by registering in advance,
Means for transmitting the member information to the vending machine and requesting the first authentication when purchasing the product;
Purchase information in the vending machine Yu over The authentication management apparatus including purchase history information database for storing the purchase history information in association with the member information, and transmits the member information of the user, the authentication management apparatus Means for requesting second authentication to
Means for receiving an authentication result of the second authentication from the authentication management device and determining whether the received authentication result is authentication;
Means for making a transmission request for the purchase history information to the authentication management device when the authentication result is determined to be the authentication by the determining means;
Means for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
Means for receiving the user's profile information (excluding the user's address, name and age);
When the authentication result is determined to be the authentication by the determining means and the transfer is accepted by the user, the reception is performed by the means for connecting to a customer management device that manages customer information and receiving the purchase history information the purchase history information and associating the profile information received by the means for receiving the profile information, means for transmitting to said customer management apparatus, a program to function as corresponding to and authenticated the member information. Computer
A member information storage unit that stores user member information, and a purchase history information storage unit that stores purchase information when the user purchases a product in a vending machine in association with the member information of the user and stores it as purchase history information Means for transmitting the member information of the user to the authentication management device and requesting the authentication to an authentication management device for authenticating the user,
Means for receiving an authentication result from the authentication management device and determining whether the received authentication result is authentication;
Means for making a transmission request for the purchase history information to the authentication management device when the authentication result is determined to be the authentication by the determining means;
Means for receiving the purchase history information corresponding to the authenticated member information from the authentication management device;
Means for receiving the user's profile information (excluding the user's address, name and age);
When the authentication result is determined to be the authentication by the determining means and the transfer is approved by the user, the information is received by the means for receiving the purchase history information by connecting to a customer management device that manages customer information the purchase history information and associating the profile information received by the means for receiving the profile information, means for transferring to the customer management unit, a program to function as a.

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