JP5407690B2 - Customer contact activity management device, customer contact activity management method and program - Google Patents

Description

  The present invention relates to a sales management method and a sales management apparatus for managing sales activities.

  Sales activities for establishing, maintaining or developing commercial transactions are mainly handled by sales staff, and various methods for improving the efficiency of such activities have been considered (for example, see Patent Document 1).

  However, the formation, maintenance, or development of personal contacts with customers is generally supported by the efforts of many employees in charge of various roles, including not only sales staff but also staff who maintain products sold. Yes. For this reason, it has been required to efficiently share information such as knowledge and proposals obtained by the sales staff and the staff in charge of other positions.

  SUMMARY OF THE INVENTION The present invention has been made in view of the above circumstances, and a customer contact activity management method and customer contact activity for efficiently sharing information on human contacts with customers among staff members belonging to a plurality of different positions. An object is to provide a management apparatus.

In order to achieve the above object, a customer contact activity management device according to the first aspect of the present invention includes:
A customer contact activity management device for accessing customer contact activity information indicating customer contact activity performed for a transaction with a customer from a plurality of terminals .
Wherein the information indicating the customer contact activity information, the proposed activity information indicating the corresponding request to the customer for business reports or the transaction for the customer, the proposals information reports on a customer first terminal of external transmits Or a proposal activity detail information indicating that it is information indicating a response request to a customer with respect to a person involved in the transaction,
Storing customer information indicating the customer, and further storing customer contact activity information acquired by the processing unit in association with customer information indicating a customer who is a target of the customer contact activity indicated by the customer contact activity information. 1 storage unit;
A second storage unit that stores the proposed activity information and the proposed activity detailed information acquired by the processing unit in association with customer information indicating a customer that is a target of a report or a response request indicated by the proposed activity information; With
In response to an instruction transmitted by the external second terminal , the processing unit acquires , from the second storage unit, proposal activity detailed information associated with customer information indicating a customer designated by the instruction , It is determined whether the proposal activity information is information indicating a report about a customer or information indicating a request for the customer to respond to the transaction based on the acquired proposal activity detailed information, and is information indicating a report about the customer When it is determined, it generates link information indicating the location where the suggested activity information associated with the customer information indicating the customer is stored, and when determining that it is information indicating a response request to the customer, Link information indicating a location where the customer contact activity information associated with customer information indicating a customer is stored is generated, and the generated link information is transmitted to the second terminal together with the proposed activity detailed information. When the information on the place where the proposed activity information is stored is acquired from the second terminal, the proposed activity information stored in the location is acquired from the second storage unit and transmitted to the second terminal. When the information on the location where the customer contact activity information is stored is acquired from the second terminal, the customer contact activity information stored in the location is acquired from the first storage unit and the transaction with the customer is performed. be transmitted to the second terminal as the history of customer contacts activities undertaken for,
It is characterized by that.

  According to such a customer contact activity management apparatus, information on human contact with a customer is efficiently shared among a plurality of persons using the first and second terminals.

The first storage unit may be provided with a first terminal-side storage unit and the second terminal-side storage unit,
The processor is
The acquired customer contact activity information, stored in the first terminal-side storage unit in association with the customer information that indicates a customer is a target customer contact activities indicated by the customer contact activity information of the first terminal transmits Means,
Customer contact activity information stored in the first terminal side storage unit is associated with customer information indicating the same customer as the customer information associated with the customer contact activity information, and the second terminal side storage unit Means for storing
In response to an instruction transmitted by the second terminal, customer contact activity information associated with customer information indicating a customer designated by the instruction is retrieved from the second terminal-side storage unit, and the second terminal means for transmitting to the terminal may be provided with a.

  According to such a customer contact activity management apparatus, even if there is a difference in operating conditions between the processing unit accessible from the first terminal and the processing unit accessible from the second terminal, the first and second Information on human contact with customers is efficiently shared among a plurality of persons using the terminal.

The customer contact point activity information may include contact person information indicating a person in charge who performs the customer contact point activity indicated by the customer contact point activity information.
In this case, in response to the instruction transmitted by the second terminal, the processing unit receives customer contact activity information including person-in-charge information indicating the person in charge designated by the instruction from the second terminal-side storage unit. You may search and transmit to the said 2nd terminal.

The customer contact activity information may include proposer information indicating a customer contact activity proposer indicated by the customer contact activity information.
In this case, in response to the instruction transmitted by the second terminal, the processing unit receives customer contact activity information including proposer information indicating the proposer specified by the instruction from the second terminal-side storage unit. You may search and transmit to the said 2nd terminal.

The customer contact activity information may include activity schedule information indicating a schedule of customer contact activities.
In this case, in response to the instruction transmitted by the second terminal, the processing unit is associated with customer contact activity information specified by the instruction and customer information common to the customer contact activity. The activity schedule information may be retrieved from the second terminal-side storage unit and transmitted to the second terminal.

The customer contact activity management method according to the second aspect of the present invention is as follows:
A customer contact activity management method for accessing customer contact activity information indicating customer contact activity performed for a transaction with a customer from a plurality of terminals,
The customer contact activity information transmitted by the first external terminal, the proposal activity information indicating a report on the customer or a request for the customer to respond to the transaction, and the information indicating that the proposal activity information indicates a report on the customer Obtaining proposal activity detail information indicating that the information is a request to a customer or a request for dealing with a party related to the transaction,
Customer information indicating the customer is stored in the first storage device, further, the acquired customer contact activity information, in association with the customer information that indicates a customer is a target customer contact activities indicated by the customer contact activity information stored in the first storage device,
The acquired proposal activity information and the proposal activity detailed information are stored in the second storage device in association with customer information indicating a customer who is a target of a report or a response request indicated by the proposal activity information,
In response to the instruction transmitted by the external second terminal, the proposal activity detailed information associated with the customer information indicating the customer specified by the instruction is acquired from the second storage device, and the acquired proposal activity is acquired. When it is determined whether the proposed activity information is information indicating a report on a customer or information indicating a response request to a customer with respect to a person involved in the transaction based on detailed information, Customer information indicating the customer when the link information indicating the location where the proposed activity information associated with the customer information indicating the customer is stored is determined to be information indicating a response request to the customer Link information indicating the location where the customer contact activity information associated with the information is stored, and the generated link information is transmitted to the second terminal together with the proposed activity detailed information, and the second terminal When the information on the place where the proposed activity information is stored is acquired from the terminal, the proposed activity information stored in the location is acquired from the second storage device and transmitted to the second terminal. When the customer contact activity information from a terminal to obtain the location information stored is performed for the transaction with the customer to get the customer contact activity information stored in the location from the first storage device be transmitted to the second terminal as the history of customer contacts activities,
It is characterized by that.

  According to such a customer contact activity management method, information related to human contact with a customer is efficiently shared among a plurality of persons using the first and second terminals.

A program according to the third aspect of the present invention is:
Computer
A customer contact activity management device for accessing customer contact activity information indicating customer contact activity performed for a transaction with a customer from a plurality of terminals .
Wherein the information indicating the customer contact activity information, the proposed activity information indicating the corresponding request to the customer for business reports or the transaction for the customer, the proposals information reports on a customer first terminal of external transmits Or a proposal activity detail information indicating that it is information indicating a response request to a customer with respect to a person involved in the transaction,
Storing customer information indicating the customer, and further storing customer contact activity information acquired by the processing unit in association with customer information indicating a customer who is a target of the customer contact activity indicated by the customer contact activity information. 1 storage unit;
A second storage unit that stores the proposed activity information and the proposed activity detailed information acquired by the processing unit in association with customer information indicating a customer that is a target of a report or a response request indicated by the proposed activity information; With
In response to an instruction transmitted by the external second terminal , the processing unit acquires , from the second storage unit, proposal activity detailed information associated with customer information indicating a customer designated by the instruction , It is determined whether the proposal activity information is information indicating a report about a customer or information indicating a request for the customer to respond to the transaction based on the acquired proposal activity detailed information, and is information indicating a report about the customer When it is determined, it generates link information indicating the location where the suggested activity information associated with the customer information indicating the customer is stored, and when determining that it is information indicating a response request to the customer, Link information indicating a location where the customer contact activity information associated with customer information indicating a customer is stored is generated, and the generated link information is transmitted to the second terminal together with the proposed activity detailed information. When the information on the place where the proposed activity information is stored is acquired from the second terminal, the proposed activity information stored in the location is acquired from the second storage unit and transmitted to the second terminal. When the information on the location where the customer contact activity information is stored is acquired from the second terminal, the customer contact activity information stored in the location is acquired from the first storage unit and the transaction with the customer is performed. be transmitted to the second terminal as the history of customer contacts activities undertaken for,
It is for functioning as a customer contact point activity management device.

  According to the computer that executes such a program, information on human contact with the customer is efficiently shared among a plurality of persons using the first and second terminals.

  As described above, according to the present invention, a customer contact activity management method and a customer contact activity management for efficiently sharing information related to human contacts with customers among staff members belonging to a plurality of different positions. A device is realized.

It is a block diagram which shows the structure of the customer contact activity management apparatus concerning embodiment of this invention. It is a figure which shows the data and program which are stored in each memory | storage part of the V-UP server of a customer contact activity management apparatus of FIG. 1, an SOI server, and a CUIC server. It is a figure which shows the screen for selection. It is a figure which shows a search and information input screen. It is a figure which shows the image for writing proposal activity information. It is a figure which shows the list of the registered proposal activity information. It is a figure which shows a message board screen. It is a figure which shows the image containing a comment column. It is a figure which shows the image containing the log | history of escalation. It is a figure which shows the image which shows the detail of escalation. It is a figure which shows the screen for corresponding | compatible schedule registration. It is a figure which shows a proposal activity information list screen. It is a figure which shows the image which shows the detail of escalation. It is a figure which shows the image which shows the produced matter. It is a figure which shows the image which shows the detail of a case. It is a figure which shows the screen for case registration. It is a figure which shows the proposal activity list screen according to CE. It is a figure which shows the proposal activity information list screen classified by customer. It is a figure which shows the list of matters.

  Hereinafter, a customer contact activity management method and a customer contact activity management device according to an embodiment of the present invention will be described using a customer contact activity management system as an example. FIG. 1 is a diagram showing a configuration of a customer contact activity management system according to an embodiment of the present invention.

As shown in the figure, this customer contact point activity management system includes a V-UP (value up) server 1, a sales staff terminal 2, an SOI server 3, a CE (customer engineer) terminal 4, and a CUIC server 5. , Is composed of.
The sales staff terminal 2, the SOI server 3, the CE terminal 4, and the CUIC server 5 are connected to the V-UP server 1 via an external network (for example, the Internet) N.

  The V-UP server 1 includes a processing unit 1A, a storage unit 1B, and a timer 1C including a crystal oscillator. The storage unit 1B and the timer 1C are connected to the processing unit 1A. The processing unit 1A is composed of a CPU (Central Processing Unit) and the like, and executes processing to be described later. In addition, the timer 1C continuously generates date / time information indicating the current date / time.

  The storage unit 1B includes a hard disk device, a RAM (Random Access Memory), and the like, and as shown in FIG. 2, a database 10, a WWW (World Wide Web) server program 11, a screen application 12, and a batch processing application. 13 is stored.

  The database 10 stores, for example, data shown as (10a) to (10v) below in association with each other, and reads, writes, and erases these data according to access by the processing unit 1A. In the present embodiment, “escalation” refers to one of customer contact activities including proposals made by sales staff to customers.

(10a) Customer name (10b) of the customer subject to the customer contact activity (10a) The product subject to the customer contact activity to the customer indicated by the information of (10a) (for example, the product to be sold to the customer, used by the customer Classification of customer contact activity to the customer indicated by the information of the product name (10c) (10a) of the product name (10c) (10a) information of the customer contact activity indicated by the information of (10a) Urgency (10e) Information proposed as customer contact activity to customer indicated by information of (10a) (10f) Date of customer contact activity indicated by information of (10e) (10g) Information of (10e) Comments on customer contact activities to be shown and types of customer contact activities indicated by the information of destinations (10h) and (10e) or categories (10i) and escalation to customers indicated by information on (10a) (10j) The escalation processing status indicated by the information of (10i) (10k) Whether an appointment was made for the escalation indicated by the information of (10i) (10l) The escalation information indicated by the information of (10i) Required time (10m) Action item (10n) in escalation indicated by information of (10i) Name of case for customer indicated by information of (10a) (10o) Department (10p) that contributed to occurrence of case indicated by information of (10n) ) Date of occurrence of the case indicated by the information of (10n) (10q) Scheduled decision date of the case indicated by the information of (10n) (Scheduled decision date of success or failure of the purpose of the case)
(10r) The accuracy of the case indicated by the information in (10n) (remarks about the magnitude of the possibility of achieving the purpose of the case)
(10s) Presence / absence of competitors for the case indicated by the information (10n) (10t) Name of the competitor (10u) for the case indicated by the information (10n) Maturity level of the case indicated by the information (10n) (10v) ) Name of the person who proposed the customer contact activity indicated by the information in (10e)

  The WWW server program 11 is a program for causing the V-UP server 1 to perform processing of the WWW server. When the V-UP server 1 that executes the WWW server program 11 is supplied with a URL (Uniform Resource Locator) indicating the logical position of the data, the V-UP server 1 is a storage device that can be accessed by the storage unit 1B and other processing units 1A. Data in the logical position indicated by the URL is read out from the storage area, and the read data is returned to the supplier of the URL.

  The screen application 12 is a program for causing the V-UP server 1 and the sales staff terminal 2 to perform an operation to be described later for displaying an image, and is executed by the processing unit 1A according to the control of the WWW server program 11. The

  The batch processing application 13 is a program for performing an operation described later for transferring data stored in the database 10 to the SOI server 3, and is executed by the processing unit 1 </ b> A according to the control of the WWW server program 11.

The sales staff terminal 2 is composed of a computer or the like that functions as a WWW client, and includes an input device such as a keyboard and a mouse, and a display device such as a liquid crystal display.
The sales staff terminal 2 executes WWW browser processing. That is, when each sales staff terminal 2 inputs a URL in accordance with the operation of the operator, for example, when this URL is a logical position of data stored in the V-UP server 1, the terminal 2 accesses the V-UP server 1. The transmission of data at the logical position indicated by this URL is requested. Then, according to this request, the data transmitted by the V-UP server 1 is received, and an image represented by the received data is displayed.

  The SOI server 3 includes a processing unit 3A, a storage unit 3B, and a timer 3C composed of a crystal oscillator or the like. The storage unit 3B and the timer 3C are connected to the processing unit 3A. The processing unit 3A is composed of a CPU and the like, and executes processing to be described later. The timer 3C continuously generates date / time information indicating the current date / time.

  The storage unit 3B includes a hard disk device, a RAM, and the like, and stores a database 30, a WWW server program 31, a screen application 32, and a batch processing application 33 as shown in FIG.

  The database 30 stores, for example, the data (30a) to (30v) substantially the same as the above (10a) to (10v) stored in the database 10 in association with each other, and these are stored according to the access by the processing unit 3A. Data reading, writing, and erasing are performed.

  The WWW server program 31 is a program for causing the SOI server 3 to perform processing of the WWW server, and is executed by the processing unit 3A.

  The screen application 32 is a program for causing the SOI server 3 and the CE terminal 4 to perform an operation to be described later for displaying an image, and is executed by the processing unit 3A under the control of the WWW server program 31.

  The batch processing application 33 is a program for performing an operation described later for transferring data stored in the database 30 to the V-UP server 1, and is executed by the processing unit 3 </ b> A according to the control of the WWW server program 31. .

  The CE terminal 4 is composed of, for example, a computer having substantially the same configuration as the sales staff terminal 2 and performs the function of a WWW browser.

  The CUIC server 5 includes a processing unit 5A and a storage unit 5B. The processing unit 5A is composed of a CPU and the like, and executes processing to be described later. The storage unit 5B is connected to the processing unit 5A and includes a hard disk device, a RAM, and the like.

  The storage unit 5B includes a hard disk device, a RAM, and the like, and stores a customer database 50, a WWW server program 51, and a screen application 52 as shown in FIG.

The customer database 50 stores a set of information related to customers who are objects of customer contact activities managed by the customer contact information management system. For example, assuming that the customer is an organization, (A) this customer ( The name of the organization), (B) the name of the department included in this organization, (C) the name of the person in charge of this department, and (D) the telephone number, facsimile number, and e-mail address of this person in charge. (E) The title of the person in charge is stored in a form associated with each other.
Further, the customer database 50 stores a set of information related to products that are targets to be provided to the customer, and stores, for example, the names, specifications, and prices of the products in association with each other.

  The WWW server program 51 is a program for causing the CUIC server 5 to perform processing of the WWW server, and is executed by the processing unit 5A.

  The screen application 52 is a program for causing the WWW client accessing the CUIC server 5 to perform an operation to be described later, and is executed by the processing unit 5 </ b> A according to the control of the WWW server program 51.

(Operation)
Next, the operation of this customer contact activity will be described.
(Registration of information provided by customer engineers)
When registering the information provided by the customer engineer, the registrant operates the CE terminal 4 and inputs the URL of the screen application 32 to the CE terminal 4. In response to this input, the CE terminal 4 accesses the SOI server 3 and transmits the input URL to the SOI server 3.

  When the URL supplied from the CE terminal 4 to the SOI server 3 is the URL of the screen application 32, the SOI server 3 executes the screen application 32. As a result, the SOI server 3 and the CE terminal 4 perform the operations described below.

  When the screen application 32 is activated, the SOI server 3 first causes the CE terminal 4 to display a selection screen for determining a display screen. That is, the SOI server 3 creates data representing the selection screen and supplies it to the CE terminal 4. The CE terminal 4 is supplied to itself in response to the supply of this data by the SOI server 3. The selection screen 101 represented by the data is displayed on the display screen of the display device provided therein.

  The selection screen 101 includes character strings of “customer / device search & proposal activity information input” and “suggest activity information confirmation” as shown in FIG. 3, for example. Is attached. When the operator operates the CE terminal 4 and clicks one of the character strings, the CE terminal 4 supplies information indicating the hyperlink attached to the clicked character string to the CUIC server 5. The CUIC server 5 that executes the screen application 52 displays the image represented by the data indicated by the hyperlink on the display screen of the display device of the CE terminal 4.

  When the clicked character string is “customer / device search & proposal activity information input”, the screen displayed on the CE terminal 4 by the CUIC server 5 (that is, the data indicated by the hyperlink attached to the character string represents As shown in FIG. 4, for example, the search / information input screen 102 is a character string of “customer search”, “device search”, “proposed activity information input”, and “customer-specific suggested activity information list”. It will be included.

  Each character string of “customer search”, “device search”, “proposed activity information input”, and “customer-specific suggested activity information list” is also provided with separate hyperlinks to be described later. When the operator operates the CE terminal 4 and clicks “Proposal activity information input” among these character strings, the SOI server 3 displays information (proposal) indicating customer contact activities (proposed activities) requested by the customer engineer. The image 103 for writing the activity information is displayed on the CE terminal 4.

  In this image 103, for example, as shown in FIG. 5, the customer name of the customer who registers the proposed activity information (including the department name of the customer), the product name of the product used by the customer, the classification of the proposed activity , The urgency level of the proposal activity, and a text box for entering the details of the proposal activity, and the type of proposal activity information to be registered is the contact (or report) to the sales staff and the sales staff requests the customer to respond A radio button for selecting which one of them is included, and a registration button for instructing entry and registration of the selected content are included.

  The operator operates the CE terminal 4 to write the customer name, product name, proposal activity classification, urgency of the proposal activity, and the content of the proposal activity in a text box, and to select the type of the proposal activity information. When the radio button is clicked according to the operator's selection and the registration button is clicked, the CE terminal 4 transmits the written contents and the data representing the selection result to the SOI server 3.

  The SOI server 3 receives the data transmitted by the CE terminal 4 and adds the received data to the database 30 as information (30a) to (30e). In addition, date / time information indicating the date / time when the data is received is acquired from the timer 3C, and this date / time information is added to the database 30 as information (30f).

  Thereafter, the SOI server 3 executes the batch processing application 33 to transfer the newly stored information (30a) to (30f) to the V-UP server 1. The V-UP server 1 receives these pieces of information and adds them to the database 10 as information (10a) to (10f).

(Check the information registered by the customer engineer using the CE terminal)
On the other hand, when the CE terminal 4 is displaying the selection screen and the character string clicked by the operator is “Proposed activity information confirmation”, the screen that the SOI server 3 displays on the CE terminal 4 is For example, as shown in FIG. 6, a list 104 of suggested activity information currently registered in the database 30 is included.
For example, the SOI server 3 searches the database 30 using the customer name as a key to read out the information (30a) to (30f) described above, and the characters representing the read information are generated. This may be done by creating data in HTML (HyperText Markup Language) format representing an image in which columns are arranged.

(Check the information registered by the customer engineer on the sales staff terminal)
When the operator wants to confirm the information registered by the customer engineer using the sales staff terminal 2, the operator operates the sales staff terminal 2 and inputs the URL of the screen application 12 to the sales staff terminal 2. In response to this input, the sales staff terminal 2 accesses the V-UP server 1 and transmits the input URL to the V-UP server 1.

  When the URL supplied by the sales staff terminal 2 to the V-UP server 1 is the URL of the screen application 12, the V-UP server 1 executes the screen application 12. As a result, the V-UP server 1 and the sales staff terminal 2 perform the operations described below.

  When the screen application 12 is activated, the V-UP server 1 first displays the message board screen 105 on the sales staff terminal 2. For example, the V-UP server 1 retrieves information representing a character string to be displayed on the message board screen 105 by searching the database 10 using the customer name as a key. This may be done by creating HTML format data including

  The message board screen 105 is composed of a list of proposal activity information transferred from the SOI server 3 to the V-UP server 1 as shown in FIG. Each line of this list includes a customer name associated with the proposed activity information, a date and time when the proposed activity information was registered, a short sentence indicating the type of the proposed activity information, and a URL of image data indicating the proposed activity information. A character string associated with a hyperlink and a character string associated with a hyperlink to image data representing a comment field for inputting a comment to be returned to the customer engineer who registered the proposed activity information. , They are included in a form associated with each other.

  However, in the list constituting the message board screen 105, the line describing the proposal activity information consisting of a request for response to the sales staff is replaced with a character string with a hyperlink to the proposal activity information. The processing unit 3A generates image data of the message board screen 105 so as to include a character string with a hyperlink to image data to be described later indicating the escalation history for the customer associated with the proposed activity. .

(View contact to sales staff)
Then, when the operator operates the sales staff terminal 2 and clicks a character string with a hyperlink to the proposed activity information, the sales staff terminal 2 displays the hyperlink attached to the clicked character string. Is supplied to the V-UP server 1, and the V-UP server 1 displays an image including the proposed activity information indicated by the hyperlink on the display screen of the display device of the sales staff terminal 2. The content of this image may be the same as that shown in FIG.

(Reply comment to customer engineer)
When the operator operates the sales staff terminal 2 and clicks a character string with a hyperlink to the comment field, the sales staff terminal 2 is attached to the clicked character string including the comment field. The URL indicated by the hyperlink is supplied to the V-UP server 1, and the V-UP server 1 displays the image 106 including the comment column indicated by the hyperlink on the display screen of the display device of the sales staff terminal 2. Let For example, as shown in FIG. 8, the image 106 includes a text box that forms a comment field, a pull-down menu for selecting a comment destination, and a reply button for instructing a reply of the written contents.

  Then, when the operator operates the sales staff terminal 2 to write a comment in the text box, selects a destination, and clicks the reply button, the written comment and the data indicating the selected destination are used for the sales staff. The terminal 2 transmits to the V-UP server 1. The V-UP server 1 receives the data transmitted by the sales staff terminal 2 and adds a comment included in the received data to the database 10 as information (10g).

  Thereafter, the V-UP server 1 executes the batch processing application 13 to transfer the newly stored information (10 g) to the SOI server 3. The SOI server 3 receives this and adds it to the database 30 as (30g) information.

(View escalation history)
On the other hand, when the operator operates the sales staff terminal 2 and clicks a character string with a hyperlink to the escalation history, the sales staff terminal 2 displays the hyperlink attached to the clicked character string. Is supplied to the V-UP server 1, and the V-UP server 1 displays the image indicated by the hyperlink, that is, the image 107 including information indicating the escalation history on the display screen of the display device of the sales staff terminal 2. Display above.

For example, as shown in FIG. 9, the image 107 includes a character string indicating the name of a sales staff member in charge of escalation and a list of escalations performed by the sales staff member.
Each row of this list includes the date on which the escalation was requested, the customer name of the customer to be escalated, a button with a hyperlink to image data to be described later showing details of the escalation, and the escalation Buttons with hyperlinks to image data representing a corresponding schedule registration screen (to be described later) including a text box for writing the corresponding schedule of the sales staff are included in a form associated with each other.
For example, the V-UP server 1 searches the database 10 by using the customer name as a key, and the data representing the image 107 is information (10a) to (10g) that represents a character string to be displayed on the image 107. This is performed by creating data in the HTML format including the read information.

(View escalation details and proposal activity information)
When the operator operates the sales staff terminal 2 and clicks a button with a hyperlink to the details of the escalation while the image showing the history of escalation is displayed, the sales staff terminal 2 The URL indicated by the hyperlink attached to the clicked button is supplied to the V-UP server 1, and the V-UP server 1 displays an image 108 indicating the details of the escalation on the display screen of the display device of the sales staff terminal 2. Display above.

For example, as shown in FIG. 10, the image 108 showing the details of the escalation includes a character string indicating the name of the sales staff subject to the escalation request by the customer engineer, a character string indicating the classification of the escalation, and the escalation. Select the requested date, the customer name of the customer who is the subject of the escalation, a character string describing the content of the escalation, and the processing status of the escalation (for example, whether it has been processed or not processed) And a button with a hyperlink to image data (to be described later) indicating the proposed activity information, and a save button for instructing to save the selection result of the processing status.
For example, the V-UP server 1 reads the information of (10a) to (10j) by searching the database 10 using the customer name as a key, and creates the data representing the image 108 in the HTML format including the read information. By creating data.

  When the operator operates the sales staff terminal 2 and clicks a character string with a hyperlink to the proposed activity information in a state where the image 108 indicating the details of the escalation is displayed, the sales staff terminal 2 Supplies the URL indicated by the hyperlink attached to the clicked character string to the V-UP server 1, and the V-UP server 1 displays an image including the suggested activity information indicated by the hyperlink as a terminal 2 for the sales staff. On the display screen of the display device. The content of this image may be the same as that in the state where each column of the image shown in FIG. 5 is entered or selected.

Further, when the operator operates the sales staff terminal 2 in the state where the image showing the details of the escalation is displayed, the operator performs input for selecting the processing status, and when the save button is clicked, the sales staff terminal 2 is Then, data representing the selection result of the processing status is generated and transmitted to the V-UP server 1. The V-UP server 1 receives the data transmitted by the sales staff terminal 1 and adds the received data to the database 10 as information (10j).
Thereafter, the V-UP server 1 executes the batch processing application 13 to transfer the newly stored information (10j) to the SOI server 3. The SOI server 3 receives this and adds it to the database 30 as information (30j).

(Registration of support schedule)
On the other hand, a button with a hyperlink to image data representing the corresponding schedule registration screen when the operator operates the sales staff terminal 2 while an image including information indicating the history of escalation is displayed. When the button is clicked, the sales staff terminal 2 supplies the URL indicated by the hyperlink attached to the clicked button to the V-UP server 1, and the V-UP server 1 displays the corresponding schedule registration screen 109 on the sales staff. Display on the display screen of the display device of the mobile terminal 2.

  In the correspondence schedule registration screen 109, as shown in FIG. 11, in addition to the text box for entering the specific contents of the escalation correspondence schedule, for example, whether an appointment with the customer was obtained for the escalation. A button for selecting whether or not, a button for selecting a required time for the escalation, a button for selecting a means for the escalation, a button for selecting an implementation item of an activity to be performed as the escalation, and a processing status of the escalation A pull-down menu to be selected and a registration button for instructing to register the result of entry and selection are included.

While the corresponding schedule registration screen 109 is displayed, the operator operates the sales staff terminal 2 to enter the corresponding schedule in the text box included in the screen, and is included in the screen. Click the button to select the appointment, escalation method and action item, click the pull-down menu to select the processing status of the escalation, and click the registration button. Data representing the result of entry and selection is generated and transmitted to the V-UP server 1.
The V-UP server 1 receives the data transmitted by the sales staff terminal 1 and adds or overwrites the received data to the database 10 as information (10j) to (10m).
Thereafter, the V-UP server 1 executes the batch processing application 13 to transfer the newly stored information (10j) to (10m) to the SOI server 3. The SOI server 3 receives this and adds it to the database 30 as information (30j) to (30m).

(Check with customer engineer for support schedule)
The correspondence schedule of the escalation registered using the sales staff terminal 2 can be confirmed using the CE terminal 4. When it is desired to check the escalation schedule using the CE terminal 4, the operator of the CE terminal 4 clicks the character string “confirm proposal activity information” while the selection screen is displayed.

When the clicked character string is “confirm proposal activity information”, the screen (proposed activity information list screen 110) that the SOI server 3 displays on the CE terminal 4 is, for example, as shown in FIG. Includes a list of projects that are the subject of contact activity proposals. Each row of this list includes information identifying the case, the date when the case occurred, the customer name of the customer who is the subject of the case, the product name of the product that is the subject of customer contact with the customer, And a character string indicating the name of the sales staff responsible for the escalation and a hyperlink to the image data to be described later showing the details of the escalation performed for the case. Buttons are included in association with each other.
For example, the V-UP server 1 searches the database 10 using the customer name as a key to create a data representing the proposal activity information list screen 110. This information represents a character string to be displayed on the proposal activity information list screen 110. This is performed by creating data in the HTML format including the read information.

(View details of escalations and occurrences)
When the operator operates the CE terminal 4 and clicks a button with a hyperlink to the details of the escalation while the suggested activity information list screen 110 is displayed, the CE terminal 4 is clicked. The URL indicated by the hyperlink attached to the button is supplied to the SOI server 3, and the SOI server 3 displays an image 111 indicating the details of the escalation on the display screen of the display device of the CE terminal 4.

In the image 111 showing the details of the escalation, for example, as shown in FIG. 13, a character string indicating the name of the sales staff who performed the escalation, a character string indicating the date on which the escalation was performed, and an execution item of the escalation , A character string that describes the specific contents of the escalation schedule, a character string that describes the specific contents of the escalation result, and image data that will be described later indicating the matter that occurred as a result of the escalation And a button with a hyperlink to it.
For example, the SOI server 3 reads information representing a character string to be displayed on the image 111 by searching the database 30 using the customer name as a key, and creates the data representing the image 111. This is done by creating HTML format data.

  When the operator operates the CE terminal 4 and clicks a button with a hyperlink to the image data indicating the generated case while the image 111 indicating the details of the escalation is displayed, the CE terminal 4 supplies the SOI server 3 with the URL indicated by the hyperlink attached to the clicked button, and the SOI server 3 displays an image 112 indicating the generated case on the display screen of the display device of the CE terminal 4. .

  For example, as shown in FIG. 14, the image 112 showing the generated case is a screen describing substantially the same content as the corresponding schedule registration screen 109 of FIG. 11 for the escalation associated with the clicked button. (Activity information screen) and a screen (Matter information screen) describing a matter generated as a result of the escalation. However, the activity information screen includes a column describing the schedule and result of the escalation. The item information screen also includes an image of a button indicating the degree of maturity of the item and an item detail reference button with a hyperlink to image data indicating the details of the item.

The maturity is an intermediate target to be achieved toward the completion of the transaction, and is classified into, for example, the following nine stages (1) to (9). From (1) to (9) As the process proceeds, it is assumed that the degree of maturity is high (ie, close to completion of the transaction).
(1) The stage of securing contact points (that is, activities for making contact with new customers such as the first visit to a new customer).
(2) The stage of establishing relationships (that is, activities aimed at establishing relationships with customers, such as trying to get acquainted with the customer's main departments and sales staff).
(3) A stage of conducting a situational review (ie, an activity to investigate what is expected to affect the success or conditions of the contract, such as the customer's existing equipment and competitors).
(4) The stage of performing interest (that is, activities that stimulate customer's desire).
(5) The stage of grasping needs (that is, activities for grasping the contents of products etc. requested by customers).
(6) The stage of performing problem extraction (that is, an activity for searching for problems to be solved in order to realize provision of products and the like requested by customers).
(7) The stage of making a full-scale proposal (that is, an activity for proposing a contract for providing products etc. requested by customers).
(8) The stage of removing obstruction factors (that is, activities to eliminate the factors that obstruct the conclusion of the contract).
(9) The stage where an order, that is, a contract for a transaction is concluded.

  For example, the SOI server 3 retrieves information representing a character string to be displayed on the image 112 by searching the database 30 using the customer name as a key, and creates the data representing the image 112. This is done by creating HTML format data. The case generated as a result of the escalation may be determined by the processing unit 3A according to a predetermined standard based on, for example, the information of (30o) and the information for specifying the case.

  When the operator operates the CE terminal 4 and clicks the case details reference button in a state where an image indicating the generated case is displayed, the CE terminal 4 displays a hyperlink attached to the clicked button. Is supplied to the SOI server 3, and the SOI server 3 displays an image 113 indicating the details of the case on the display screen of the display device of the CE terminal 4.

  In the image 113 showing the details of the case, for example, as shown in FIG. 15, a character string showing the name of the case, a character string showing the customer name, and a character string showing the department that contributed to the occurrence (excavation) of the case A character string indicating the date when the case occurred, a character string indicating the scheduled date of determination of the case (scheduled date of success or failure of the purpose of the case), and the accuracy of the case (possible to achieve the purpose of the case) Image of the button indicating the size of the sex), the image of the button indicating whether or not there is a competitor to achieve the purpose of the case, and the competitor if there is a competitor It includes a character string indicating the previous name and an image of a button indicating the maturity of the case.

  The data representing the image 113 is created by, for example, information such as (30n) to (30u) representing a character string to be displayed on the image 113 when the SOI server 3 searches the database 30 using the customer name as a key. This is performed by reading out and creating HTML format data including the read out information.

(Item registration)
When it is desired to newly register a case, the operator operates the sales staff terminal 2 and inputs the URL of image data representing the case registration screen. In response to this input, the sales staff terminal 2 supplies the input URL to the V-UP server 1, and the V-UP server 1 displays the item registration screen 114 of the display device of the sales staff terminal 2. Display on the display screen.

  In the case registration screen 114, for example, as shown in FIG. 16, a text box for entering the name of the case, a text box for entering the customer name, and a department that contributed to the occurrence (excavation) of the case A pull-down menu for selecting the item, a text box for entering the date when the matter occurred, a text box for entering the scheduled date of the matter, and a button for selecting the accuracy of the matter A button to select whether or not a competitor exists to achieve the purpose of the case, a text box for entering the name of the competitor when there is a competitor, A button for selecting and a save button for instructing to save the result entered and selected by the operator are included.

While the matter registration screen is displayed, the operator operates the sales staff terminal 2 and enters the name of the matter, the date of occurrence of the matter, the scheduled date of determination, and the competitor in the text box included in the screen. In addition, click the button included in the screen to select the existence of competitors, the accuracy and maturity of the case, and click the pull-down menu to select the department that contributed to the occurrence of the case. When the save button is clicked, the sales staff terminal 2 generates data representing the results of these entries and selections and transmits them to the V-UP server 1.
The V-UP server 1 receives the data transmitted by the sales staff terminal 1 and associates it with the information (10a) that matches the customer name included in the received data. Information is added to the database 10. If there is no matching information (10a), a new information is created and added in association with the information.

  Thereafter, the V-UP server 1 executes the batch processing application 13 to transfer the newly stored information (10n) to (10u) and the customer name received together with the information to the SOI server 3. . The SOI server 3 receives this, and associates the received information (10j) to (10u) with the information (30a) that matches the received customer name together with these information as (30j) to (30u). Add to database 30. If there is no matching (30a) information, it is newly created and added in association with this.

(Check the registered item on the CE terminal)
When the registered case is to be confirmed using the CE terminal 4, the operator operates the CE terminal 4 and inputs the URL of the image data representing the CE-specific suggested activity list screen. In response to this input, the CE terminal 4 supplies the input URL to the SOI server 3, and the SOI server 3 displays the CE-specific proposed activity list screen 115 on the display screen of the display device of the CE terminal 4. Display.

  For example, as shown in FIG. 17, the CE-specific proposal activity list screen 115 includes a list in which customer engineers who have proposed customer contact activities are associated with projects. That is, each line of this list includes a character string indicating the name of the customer engineer who proposed the customer contact activity, a character string indicating the name of the case that the customer engineer proposed for the customer contact activity, A character string indicating the action item performed as a customer contact activity for the case, a character string indicating the name of the customer who is the subject of the case, and a hyperlink to the image data described below indicating the details of the case are attached. The case detail reference buttons are included in a form associated with each other.

The data representing the image 115 is created by, for example, reading information representing a character string to be displayed on the image 112 by the SOI server 3 searching the database 30 using the customer name as a key, and reading the read information. This is done by creating HTML format data.
The name of the customer engineer who proposed the customer contact activity is, for example, stored in advance by the SOI server 3 in which the names of all customer engineers who have the authority to access the customer server are stored. Therefore, when the CE terminal 4 accesses the SOI server 3, the SOI server 3 performs a well-known login process, and the name of the customer engineer identified by the customer engineer identification information acquired at the time of the login process is registered. The information can be read from the database 30 by adding it to the database 30 as (30v) information in association with the information.
Thereafter, the SOI server 3 executes the batch processing application 33 to transfer the information of (30a) and (30v) to the V-UP server 1, and the V-UP server 1 receives and receives the information (30v The information of () may be added to the database 10 as information of (30v) in association with the information of (10a) that matches the information of (30a) received therewith.

  When the operator operates the CE terminal 4 and clicks the case detail reference button while the CE-specific proposal activity list screen 115 is displayed, the CE terminal 4 displays the hyper attached to the clicked button. The URL indicated by the link is supplied to the SOI server 3, and the SOI server 3 displays an image indicating the details of the case on the display screen of the display device of the CE terminal 4. This image may be substantially the same as that shown in FIG. 15, for example.

(Customer search)
When a customer search is desired, the operator of the sales staff terminal 2 (or CE terminal 4) operates the sales staff terminal 2 (or CE terminal 4) to input the URL of the customer database 50. In response to this input, the sales staff terminal 2 (or CE terminal 4) transmits this URL to the CUIC server 5, and the CUIC server 5 that executes the screen application 52 receives the sales staff terminal 2 (or CE). The customer search screen is displayed on the terminal 4).
The customer search screen includes, for example, a text box for entering a search key and a search button for instructing the start of the search. When the staff terminal 2 (or CE terminal 4) is operated to enter the search key and the search button is clicked, the sales staff terminal 2 (or CE terminal 4) uses the entered search key. Transmit to the CUIC server 5.
The CUIC server 5 receives the data transmitted by the sales staff terminal 2 (or the CE terminal 4), searches the customer database 50 using this data as a search key, generates image data representing the search results, and operates the sales. To the staff 2 (or CE terminal 4). The sales staff terminal 2 (or CE terminal 4) receives the image data and displays the search result represented by the image data on the display screen.

(Viewing customer contact activity history by customer)
When browsing the customer contact activity history for each customer, the operator of the CE terminal 4 is displayed on this screen with the search / information input screen 102 shown in FIG. 4 being displayed. When the “customer-specific proposal activity information list” is clicked in the character string, the SOI server 3 displays a customer-specific proposal activity list screen 116 on the CE terminal 4.

For example, as shown in FIG. 18, the customer-specific proposal activity information list screen 116 includes a character string indicating the name of the customer, a character string with a hyperlink to a list of cases targeted for the customer, And a list of proposal activities performed on the customer (a list of proposal activities by customer).
Each line of the proposal activity list by customer includes a character string indicating the date of the proposal activity and information for identifying the customer contact person who is the partner of the proposal activity (for example, the name and department of the contact person) , A character string indicating an implementation item performed as the proposal activity, and a character string indicating the name of the project that is the purpose of the proposal activity.

When the customer-specific proposal activity list screen is displayed, when the operator operates the CE terminal 4 and clicks a character string with a hyperlink to the list of cases, the CE terminal 4 is clicked. The URL indicated by the hyperlink attached to the character string is supplied to the SOI server 3, and the SOI server 3 generates image data representing the list 117 of cases, and this list is displayed on the display screen of the display device of the CE terminal 4. Display above.
As shown in FIG. 19, for example, each row of the list 117 includes a character string indicating the date of the proposal activity, and information for identifying the sales staff or customer engineer in charge of the proposal activity (for example, name and affiliation). A character string indicating the department), a character string indicating the action item performed as the proposal activity, a character string indicating details of the schedule and result of the action item, and a name of the project that is the purpose of the proposal activity String.

  The configuration of this customer contact activity information management system is not limited to the above. For example, the V-UP server 1 or the SOI server 3 may perform the function of the CUIC server 5, the sales staff terminal 2 may perform the function of the CE terminal 4, and the V-UP server 1, The SOI server 3 or the CUIC server 5 may perform the functions of the sales staff terminal 2 and the CE terminal 4.

  As mentioned above, although embodiment of this invention was described, the customer contact activity management apparatus concerning this invention is realizable using a normal computer system irrespective of a dedicated system. For example, the above-described V-UP server 1, sales staff terminal 2, SOI server 3, and CE terminal 4 are connected to a plurality of computers each having a LAN (Local Area Network) interface device and connected to each other via a network. And a customer contact information management system for executing the above-described processing by installing the program from a medium (CD-ROM, DVD-ROM, etc.) storing a program for executing the operation of the CUIC server 5 Can do.

  Further, for example, the program may be posted on a bulletin board (BBS) of a communication line and distributed via the communication line. Also, a carrier wave is modulated by a signal representing the program, and the obtained modulated wave is An apparatus that transmits and receives the modulated wave may demodulate the modulated wave to restore the program. The above-described processing can be executed by starting this program and executing it under the control of the OS in the same manner as other application programs.

  When the OS shares a part of processing, or when the OS constitutes a part of one component of the present invention, a program excluding the part is stored in the recording medium. May be. Also in this case, in the present invention, it is assumed that the recording medium stores a program for executing each function or step executed by the computer.

1 V-UP server 1A Processing unit 1B Storage unit 1C Timer 2 Sales staff terminal 3 SOI server 3A Processing unit 3B Storage unit 3C Timer 4 CE terminal 5 CUIC server 5A Processing unit 5B Storage unit 10, 30 Databases 11, 31, 51 WWW server program 12, 32, 52 Screen application 13, 33 Batch processing application 50 Customer database

JP 2002-109187 A

Claims (7)

A customer contact activity management device for accessing customer contact activity information indicating customer contact activity performed for a transaction with a customer from a plurality of terminals .
Wherein the information indicating the customer contact activity information, the proposed activity information indicating the corresponding request to the customer for business reports or the transaction for the customer, the proposals information reports on a customer first terminal of external transmits Or a proposal activity detail information indicating that it is information indicating a response request to a customer with respect to a person involved in the transaction,
Storing customer information indicating the customer, and further storing customer contact activity information acquired by the processing unit in association with customer information indicating a customer who is a target of the customer contact activity indicated by the customer contact activity information. 1 storage unit;
A second storage unit that stores the proposed activity information and the proposed activity detailed information acquired by the processing unit in association with customer information indicating a customer that is a target of a report or a response request indicated by the proposed activity information; With
In response to an instruction transmitted by the external second terminal , the processing unit acquires , from the second storage unit, proposal activity detailed information associated with customer information indicating a customer designated by the instruction , It is determined whether the proposal activity information is information indicating a report about a customer or information indicating a request for the customer to respond to the transaction based on the acquired proposal activity detailed information, and is information indicating a report about the customer When it is determined, it generates link information indicating the location where the suggested activity information associated with the customer information indicating the customer is stored, and when determining that it is information indicating a response request to the customer, Link information indicating a location where the customer contact activity information associated with customer information indicating a customer is stored is generated, and the generated link information is transmitted to the second terminal together with the proposed activity detailed information. When the information on the place where the proposed activity information is stored is acquired from the second terminal, the proposed activity information stored in the location is acquired from the second storage unit and transmitted to the second terminal. When the information on the location where the customer contact activity information is stored is acquired from the second terminal, the customer contact activity information stored in the location is acquired from the first storage unit and the transaction with the customer is performed. be transmitted to the second terminal as the history of customer contacts activities undertaken for,
Customer contact activity management device characterized by that. The first storage unit comprises a first terminal-side storage unit and the second terminal-side storage unit,
The processor is
The acquired customer contact activity information, stored in the first terminal-side storage unit in association with the customer information that indicates a customer is a target customer contact activities indicated by the customer contact activity information of the first terminal transmits Means,
Customer contact activity information stored in the first terminal side storage unit is associated with customer information indicating the same customer as the customer information associated with the customer contact activity information, and the second terminal side storage unit Means for storing
In response to an instruction transmitted by the second terminal, customer contact activity information associated with customer information indicating a customer designated by the instruction is retrieved from the second terminal-side storage unit, and the second terminal and means for transmitting to the terminal, and
The customer contact activity management device according to claim 1. The customer contact activity information includes contact information indicating a person who performs the customer contact activity indicated by the customer contact activity information,
In response to an instruction transmitted by the second terminal, the processing unit retrieves customer contact activity information including person-in-charge information indicating a person in charge designated by the instruction from the second terminal-side storage unit. , Send to the second terminal,
The customer contact point activity management device according to claim 2 . The customer contact activity information includes proposer information indicating a customer contact activity proposer indicated by the customer contact activity information,
In response to an instruction transmitted by the second terminal, the processing unit retrieves customer contact activity information including proposer information indicating a proposer designated by the instruction from the second terminal side storage unit. , Send to the second terminal,
The customer contact activity management device according to claim 2 or 3 , The customer contact activity information includes activity schedule information indicating a schedule of customer contact activities,
In response to an instruction transmitted by the second terminal, the processing unit is configured to correspond to customer contact activity information specified by the instruction and customer information common to the customer contact activity. Is retrieved from the second terminal storage unit and transmitted to the second terminal.
The customer contact activity management device according to any one of claims 2 to 4, wherein the customer contact activity management device is provided. A customer contact activity management method for accessing customer contact activity information indicating customer contact activity performed for a transaction with a customer from a plurality of terminals,
The customer contact activity information transmitted by the first external terminal, the proposal activity information indicating a report on the customer or a request for the customer to respond to the transaction, and the information indicating that the proposal activity information indicates a report on the customer Obtaining proposal activity detail information indicating that the information is a request to a customer or a request for dealing with a party related to the transaction,
Customer information indicating the customer is stored in the first storage device, further, the acquired customer contact activity information, in association with the customer information that indicates a customer is a target customer contact activities indicated by the customer contact activity information stored in the first storage device,
The acquired proposal activity information and the proposal activity detailed information are stored in the second storage device in association with customer information indicating a customer who is a target of a report or a response request indicated by the proposal activity information,
In response to the instruction transmitted by the external second terminal, the proposal activity detailed information associated with the customer information indicating the customer specified by the instruction is acquired from the second storage device, and the acquired proposal activity is acquired. When it is determined whether the proposed activity information is information indicating a report on a customer or information indicating a response request to a customer with respect to a person involved in the transaction based on detailed information, Customer information indicating the customer when the link information indicating the location where the proposed activity information associated with the customer information indicating the customer is stored is determined to be information indicating a response request to the customer Link information indicating the location where the customer contact activity information associated with the information is stored, and the generated link information is transmitted to the second terminal together with the proposed activity detailed information, and the second terminal When the information on the place where the proposed activity information is stored is acquired from the terminal, the proposed activity information stored in the location is acquired from the second storage device and transmitted to the second terminal. When the customer contact activity information from a terminal to obtain the location information stored is performed for the transaction with the customer to get the customer contact activity information stored in the location from the first storage device be transmitted to the second terminal as the history of customer contacts activities,
Customer contact activity management method characterized by the above. Computer
A customer contact activity management device for accessing customer contact activity information indicating customer contact activity performed for a transaction with a customer from a plurality of terminals .
Wherein the information indicating the customer contact activity information, the proposed activity information indicating the corresponding request to the customer for business reports or the transaction for the customer, the proposals information reports on a customer first terminal of external transmits Or a proposal activity detail information indicating that it is information indicating a response request to a customer with respect to a person involved in the transaction,
Storing customer information indicating the customer, and further storing customer contact activity information acquired by the processing unit in association with customer information indicating a customer who is a target of the customer contact activity indicated by the customer contact activity information. 1 storage unit;
A second storage unit that stores the proposed activity information and the proposed activity detailed information acquired by the processing unit in association with customer information indicating a customer that is a target of a report or a response request indicated by the proposed activity information; With
In response to an instruction transmitted by the external second terminal , the processing unit acquires , from the second storage unit, proposal activity detailed information associated with customer information indicating a customer designated by the instruction , It is determined whether the proposal activity information is information indicating a report about a customer or information indicating a request for the customer to respond to the transaction based on the acquired proposal activity detailed information, and is information indicating a report about the customer When it is determined, it generates link information indicating the location where the suggested activity information associated with the customer information indicating the customer is stored, and when determining that it is information indicating a response request to the customer, Link information indicating a location where the customer contact activity information associated with customer information indicating a customer is stored is generated, and the generated link information is transmitted to the second terminal together with the proposed activity detailed information. When the information on the place where the proposed activity information is stored is acquired from the second terminal, the proposed activity information stored in the location is acquired from the second storage unit and transmitted to the second terminal. When the information on the location where the customer contact activity information is stored is acquired from the second terminal, the customer contact activity information stored in the location is acquired from the first storage unit and the transaction with the customer is performed. be transmitted to the second terminal as the history of customer contacts activities undertaken for,
A program for functioning as a customer contact activity management device.

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