JP6812058B1 - Sales support equipment, sales support methods and programs for that - Google Patents

Abstract

PROBLEM TO BE SOLVED: To present an action having a high possibility of improving CLTV to a person in charge of a service providing company in a sales support method for a continuously provided service. First, in a sales support device 110, a phase set for a target customer is acquired (S401). Next, the sales support device 110 selects either one or a plurality of persons in charge of the user company assigned to the set phase (S402). Then, the action presentation information for presenting either one or a plurality of actions that can be presented to the customer in the set phase is transmitted to the terminal 120 of the person in charge (S403). It is determined whether or not all the required items among the input items displayed by the action presentation information have been input (S404), and if the required items are achieved, the following to the target customer is determined accordingly. The phase is set (S405). [Selection diagram] Fig. 4

Description

The present invention relates to a sales support device for continuously provided services, a sales support method, and a program for the same.

In sales activities for services provided continuously such as SaaS, there is a method of dividing the stages (phases) from the conclusion of a contract to the cancellation of the service, and assigning a team to each phase to perform sales management. Are known. Although the unit of the phase differs depending on the service, as an example, we explain the outline of the service to the prospective customer called a lead, open the door of the negotiation opportunity by attaching the promise of this negotiation, and make a contract with the prospective customer. It can be divided into closing to be completed and customer success to have the contracted customer continue to use it.

The performance of each team can be evaluated, for example, by the ratio of the projects that have advanced to the next phase among the projects that have been promoted to the phase that they are in charge of.

However, the performance of each team is not necessarily directly linked to the customer lifetime value (CLTV), which is a management index for the company that provides the service. CLTV means the amount paid by the customer over the entire period of use of the service or the corresponding amount.

More specifically, when the results of each team are managed as KPIs, it is inevitable that each team will end up deciding how much the matter received from the previous phase can be passed to the immediately following phase. It is unclear whether the improvement of KPI will contribute to the improvement of CLTV, which is a management index for service providers. However, it is not easy for the person in charge of each team (representative) to individually judge what kind of action should be taken.

The present invention has been made in view of such problems, and an object of the present invention is to provide a sales support device for continuously provided services, a sales support method, and a program for the purpose of providing a service provider. The purpose is to present the person in charge with actions that are more likely to improve CLTV than before.

In order to achieve such an object, the first aspect of the present invention is a sales support method for a service continuously provided, and the customer and the customer are set to use the service. It is assigned to the first step of acquiring one of a plurality of stages that divides the period from the conclusion of the contract with the service provider to the subsequent cancellation, and the set stage. The setting is made in the second step of selecting at least one of the one or a plurality of persons in charge of the service providing company and the first terminal used by any one of the selected at least one persons in charge. It is characterized by including a third step of transmitting action presentation information for presenting any one or a plurality of actions that can be presented to the customer at the stage.

Further, the second aspect of the present invention is the first aspect, in which communication with the customer is performed through an action taken by a person in charge of using the first terminal based on the action presentation information. As a result of, it is characterized by further including a step of setting the next stage for the target customer in response to the input of all the required items.

Further, the third aspect of the present invention is the first aspect, and the second step is the correspondence between the CLTV of each customer or the score corresponding thereto and the person in charge of each customer at each stage. It is characterized by including a step of selecting the CLTV of the customer in charge or the total amount of the corresponding score or the person in charge having the largest corresponding value in the set stage with reference to the above.

Further, the fourth aspect of the present invention is the first aspect, the set stage is the second and subsequent stages, and the second step corresponds to the CLTV of each customer or the like. With reference to the correspondence between the score and the person in charge of each customer at each stage, the total amount of CLTV of the customer in charge or the corresponding score or the corresponding value is large at the set stage. The second person in charge assigned to the target customer in the previous stage is provided with the person in charge display information for displaying the selected one or more persons in order, including a step of selecting one or more persons in order. In the step of transmitting to the terminal of the above, the step of receiving the selection notification of either one or a plurality of persons in charge displayed based on the person in charge display information from the second terminal, and the selection notification. Based on the above, the step of determining the person in charge to be assigned to the target customer at the set stage is further included.

Further, the fifth aspect of the present invention is the first aspect, which is described above with reference to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer at each stage. At a set stage, based on at least a part of the behavior history of one or more persons in charge selected in descending order of the total amount of CLTV of the customer in charge or the corresponding score or the corresponding value. It is characterized by further including a step of changing the action presentation information.

Further, the sixth aspect of the present invention is the first aspect, which is described above with reference to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer at each stage. At a set stage, based on at least a part of the behavior history of one or more persons in charge selected in descending order of the total amount of CLTV of the customer in charge or the corresponding score or the corresponding value. It is characterized by further including a step of changing the input item display information included in the action presentation information.

Further, the seventh aspect of the present invention is the sixth aspect, and the modification includes changing an arbitrary item among the input items displayed by the input item display information to an essential item. It is a feature.

Further, the eighth aspect of the present invention is any of the third to seventh aspects, wherein the CLTV is a predicted CLTV.

A ninth aspect of the present invention is the eighth aspect, wherein the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted number of consecutive months or a value corresponding thereto. To do.

Further, the tenth aspect of the present invention is the eighth aspect, in which the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted number of consecutive months and the number of days required for the target customer to make a contract. It is characterized in that it is a value obtained by multiplying by a value inversely proportional to.

In addition, the eleventh aspect of the present invention is any one of the third to tenth aspects, and the value corresponding to the total amount of the CLTV or the corresponding score is any of those prior to the set stage. It is characterized in that the person in charge of the stage is the total amount of CLTV or the corresponding score calculated within the range of the contract with the customer who is the same as the target customer.

Further, the twelfth aspect of the present invention is any one of the third to tenth aspects, and the association is in addition to the person in charge of each customer at each stage, the CLTV of each customer or the same. It is characterized by further including the correspondence between the corresponding score and the first point of contact with each customer.

Further, the thirteenth aspect of the present invention is the twelfth aspect, and the value corresponding to the total amount of the CLTV or the score corresponding thereto is the same as that of the customer whose first contact point is the same as the target customer. It is characterized in that it is the total amount of CLTV calculated within the scope of the contract or the score corresponding thereto.

Further, the fourteenth aspect of the present invention is any one of the first to thirteenth aspects, and at least a part of one or a plurality of input items displayed by the input item display information included in the action presentation information. The questionnaire display information for displaying the questionnaire is displayed on the third terminal used by the target customer before the action presentation information is transmitted to the first terminal, and the questionnaire is displayed from the third terminal. Further including a step of receiving an answer to the questionnaire displayed based on the information, and a step of transmitting at least a part of the answer to the first terminal at the same time as or before and after the input item display information. It is a feature.

In addition, the fifteenth aspect of the present invention is the business support method of the first to fourteenth aspects, which is required for inputting any essential item displayed by the input item display information included in the action presentation information. It is characterized by further including a step of changing the input display information to make the required item an optional item when the predicted input time is equal to or longer than a predetermined time.

A fifteenth aspect of the present invention is a program for causing a computer to execute a sales support method for a service continuously provided, and the method is the service set for a target customer. The first step of acquiring one of a plurality of stages that divides the period from the conclusion of the contract between the customer and the service provider to the cancellation of the contract, and the above-mentioned setting. A second step of selecting at least one of the one or more persons in charge of the service provider assigned to the stage, and a first step used by any of the at least one selected person in charge. It is characterized in that the terminal includes a third step of transmitting action presentation information for presenting one or a plurality of actions that can be presented to the customer at the set stage.

In addition, the 16th aspect of the present invention is a sales support device for a service continuously provided, and a contract between the customer and the service providing company regarding the use of the service set for the target customer. One or more persons in charge of the service provider company who acquired one of a plurality of stages that divided the period from the establishment of the above to the cancellation of the contract and assigned to the set stage. Either one or a plurality of actions that can be presented to the customer at the set stage by selecting at least one of them and using the first terminal used by any of the selected at least one person in charge. It is characterized in that the action presentation information for presenting the service is transmitted.

According to one aspect of the present invention, the content displayed on the display screen of the terminal used by each person in charge of the service providing company is appropriately determined according to the service to be sold and the phase of the sales activity. All that is required is to communicate with the customer according to the content displayed on the terminal used by the customer, and the sales activity can be efficiently carried out without making an excessive individual judgment.

It is a figure which shows the business support apparatus which concerns on 1st Embodiment of this invention. It is a figure which shows an example of the screen which is first displayed to the person in charge of a nurturing phase in the 1st Embodiment of this invention. It is a figure which shows an example of the screen which is displayed second to the person in charge of a nurturing phase in the 1st Embodiment of this invention. It is a flow chart of the business support method which concerns on 1st Embodiment of this invention. It is a flow chart of the business support method concerning the 2nd Embodiment of this invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

(First Embodiment)
FIG. 1 shows a sales support device according to the first embodiment of the present invention. The sales support device 110 communicates with the terminal 120 of the user company of the sales support service provided by the sales support device 110 via a computer network such as the Internet. In the sales support service, members can be registered for each user company, and it is possible to set for each member which of the plurality of phases of the service provided by the user company is in charge. Further, in the sales support service, which phase each customer of each user company belongs to is set. The server 130 is for providing the service of the user company, and can communicate with the sales support device 110 via the computer network as needed.

The service is provided continuously, and the business is divided into multiple stages for the period from the conclusion of a contract between the customer and the user company regarding the use of the service until the cancellation. Is done. In the present specification, "continuously provided service" means a service in which the use of the service continues for more than one month and multiple payments are made based on the contract between the service provider and the customer. One example is the monthly billing service.

The sales support device 110 includes a communication unit 111 such as a communication interface, a processing unit 112 such as a processor and a CPU, and a storage unit 113 including a storage device such as a memory and a hard disk or a storage medium, and is used to perform each process. It can be configured by running a program. The sales support device 110 may include one or more devices, computers or servers. In addition, the program may include one or more programs, and may be recorded on a computer-readable storage medium to be a non-transient program product. The program can be stored in a storage medium 114 accessible from the storage unit 113 or the business support device 110, and executed by the processing unit 112. All or part of the data stored in the storage medium 114 may be stored in the storage unit 113. In the present specification, the data used by the business support device 110 is stored in the storage unit 113 or the storage medium 114, and is referred to as necessary.

FIG. 2 shows an example of a screen first displayed to a person in charge of the nurturing phase in the first embodiment of the present invention. The screen 200 of FIG. 2 is hereinafter referred to as a “suggestion screen” in the sense that the person in charge of using the terminal 120 proposes an action for one or a plurality of customers in the phase that can be handled. .. The combination of the person in charge and the customer can be either when the person in charge of the same stage as the customer is assigned to the customer, or in one or more stages in which the person in charge can be in charge of the person in charge. It is conceivable to assign the customer to which it belongs. In addition, the combination of the person in charge and the customer can be a combination of the person in charge, the customer, and the customer by further associating the action with the customer.

Here, in the present specification, the term "customer" is used to mean that the service of the user company includes a customer who is using the service in addition to a prospective customer before the start of use.

When a member accesses the service using the terminal 120, the sales support device 110 identifies the member based on, for example, the ID used by the member to log in, and is for a customer who is already associated with the member. Can be displayed on the terminal 120. Alternatively, after the member is identified, a customer belonging to either one or a plurality of phases that the member can be in charge of is associated, and then a proposal screen for the customer may be displayed on the terminal 120.

On the proposal screen 200, a button 201 for taking an action (action) of "progressing to a call" is displayed. In addition, the reason 202 for taking the action is also displayed. In this example, it is described that the SaaS division of a company called "55 Gozilla Solutions" is a customer, and the purpose of the call is to arrange the customer's requirements.

On the proposal screen 200, it is possible to further display the item achievement rate 203 of the item to be input in the nurturing phase, and the person in charge 204 needs to have an engagement with this customer. Can be grasped. The proposal screen 200 may further display a history 205 of actions for the customer and actions from the customer until the proposal screen 200 is displayed on the terminal 120 of the person in charge 204. The action history 205 can be generated, at least in part, by recording the actions taken by the person in charge on the sales support service. In one example, the action can be started from the screen for the sales support service provided by the sales support device 100.

Further, the proposal screen 200 may display the history 206 of the use (usage) of the service provided by the user company. The usage history 206 can be acquired by the sales support device 110 communicating with the server 130 used by the user company to provide the service, for example, by linking with API. For example, services provided by user companies can be started free of charge, and it is assumed that they will be charged according to the usage period, usage range, usage amount, etc. In such cases, even prospective customers can use the services. The history 206 will exist. As an example, it is possible to acquire the progress rate of the initial setting for using the service, the login frequency to the service, and the like from the usage history 206.

The person in charge 204 understands the action and the reason as necessary, confirms at least a part of the action history 205 and the usage history 206 as necessary, and selects the button 201 for taking the action by tapping or clicking. By doing so, the terminal 120 is transitioned to the next screen.

FIG. 3 shows an example of a screen second displayed to the person in charge of the nurturing phase in the first embodiment of the present invention. The screen 300 of FIG. 3 is hereinafter referred to as an “input screen” in the sense that the person in charge of using the terminal 120 inputs the result of communication with the customer. In the items to be entered, the person in charge asks the customer a question like "Confirm the future action schedule" and inputs the customer's answer to it, as well as "Implement the problem of the customer person in charge" It also includes entering the understanding of the person in charge obtained as a result of the action of calling the customer. It also includes entering a particular explanation to the customer during the call. These inputs may be made during the call or after the call. You may also record the talk time.

In the above explanation, the call was mentioned as an action, but there are various other types such as face-to-face interview, online interview, sending an email, and confirming received email. As an example, you can enter related items on the input screen while looking at the received email. Further, the input field of the input screen 300 differs depending on the phase. In addition, since the nature of the negotiation may differ depending on the price of the service to be sold, it is possible that the input items also differ. The input items defined for each phase are filled in through one or more actions. The input items include required items and optional items, and the item achievement rate 203 displayed on the proposal screen 200 is the achievement rate of the required items in the example of FIG.

When all the required items to be input are input on the input screen 300, the phase given to the customer is switched from the nurturing phase to the next phase. A person who can take charge of the phase is assigned to the customer for which the next phase is set, and the person in charge takes an action. In the example of FIG. 3, after the "progress to call" button 201 of FIG. 2 is selected, the call is started by further selecting the button 301 for executing the action of "making a call". However, the call may be started in response to the selection of the "Proceed to call" button 201 in FIG. In any case, after the action such as a call is completed, the person in charge confirms that the necessary input is completed and saves the input content. Specifically, the "Proceed to call" button 301 in FIG. 3 is replaced with a button for saving the input content of "Save" after the action is completed, and the person in charge selects the button by tapping or clicking. By doing so, it is possible to memorize the input contents. In one example, the next phase is set for the customer when the stored input content includes the contents of all the required items of the phase. In the next phase, at an appropriate time, a proposal screen for the phase is displayed on the terminal of the person in charge assigned to the customer.

The above description will be described again from the viewpoint of the sales support device 110 as follows. First, in the sales support device 110, the phase set for the target customer is acquired (S401). Next, the sales support device 110 selects either one or a plurality of persons in charge of the user company assigned to the set phase (S402). Then, the action presentation information for presenting either one or a plurality of actions that can be presented to the customer in the set phase is transmitted to the terminal 120 of the person in charge (S403). The timing at which the action presentation information is transmitted is appropriately determined.

In one example, on the display screen of the terminal 120, the proposal screen 200 is displayed based on the action presentation information, and the input screen 300 is further displayed. The input screen 300 is for inputting the result of communication with the customer through the action for the customer, and the action presentation information may include the input item display information for displaying the input item. The action presentation information can be transmitted in a plurality of times, and the input item display information may be included in any of them. In FIGS. 2 and 3, the proposal screen 200 and the input screen 300 are separate screens, but these may be displayed on the same screen.

It is determined whether or not all the required items among the input items displayed by the input item display information have been input (S404), and if the required items are achieved, the target customer is notified accordingly. Phase is set (S405). If not achieved, the sales support device 110 later retransmits the action presentation information to the person in charge associated with the customer. In the example of FIG. 4, when the person in charge of the transmission destination is the same person in charge but is a different person in charge, the person in charge of the set phase is selected (S402) as necessary. ..

In the present embodiment, the content displayed on the display screen of the terminal used by each person in charge according to the action presentation information is appropriately determined in consideration of the improvement of CLTV according to the service to be sold and the phase of the sales activity, and in addition. By setting the timing of sending the action presentation information and the person in charge of the destination as necessary, each person in charge of the service providing company needs to follow the contents displayed on the terminal used by himself / herself. It is only necessary to communicate with the customer, and it is possible to carry out sales activities efficiently without making excessive individual judgments.

In the above description, the sales support device 110 has selected either one or a plurality of persons in charge of the user company assigned to the set phase, but the set phase is the second and subsequent phases. , Personnel display information for selecting at least one of one or more persons assigned to the set phase and displaying the at least one person on the terminal 120 of the person in charge of the previous phase. Is transmitted, and the person in charge in the new phase may be determined in response to receiving the selection notification of any person in charge from the terminal 120.

If there is no description of "only" such as "based on XX only", "according to XX only", and "in the case of XX only", additional information is provided in this specification. Note that it is assumed that also can be considered. Also, as an example, it should be noted that the description "b in the case of a" does not necessarily mean "always b in the case of a" or "b immediately after a", except when explicitly stated. I want to be. Further, the description "each a constituting A" does not necessarily mean that A is composed of a plurality of constituent elements, but includes that the constituent elements are singular.

Further, just in case, even if some method, program, terminal, device, server or system (hereinafter referred to as “method”) has an aspect of performing an operation different from the operation described in the present specification, each of the present inventions The aspect is intended to be the same operation as any of the operations described in the present specification, and the existence of an operation different from the operation described in the present specification means that the method and the like are described in each of the present inventions. It is added that it is not outside the scope of the aspect.

Further, "start" and "end" shown in FIG. 4 are merely examples, and do not mean that the method according to the present embodiment is always started by S401 and always ends by S405.

(Second Embodiment)
In the second embodiment, in selecting at least one of the one or more persons assigned to the set phase, the CLTV of each customer assigned to each person assigned to the phase is referred to. To do.

The sales support device 110 stores, for each customer of each user company, which service and what route (path) has been taken in association with the CLTV of the customer. For example, if there is a customer X in which the person in charge a is in charge of the nurturing phase, the person in charge e is in charge of the closing phase, and the person in charge h is in charge of the success stage, the data associated as follows is stored in the storage unit 113 or for each route. It is stored in the storage medium 114.

In the above table, the predicted CLTV is shown as CLTV. Since the actual CLTV is not determined until the customer cancels the contract, the CLTV predicted for the customer X is calculated and stored. As an example, the calculation method of the forecast CLTV is that the monthly unit price of the service contracted by the target customer multiplied by the forecast continuation month. As the monthly unit price, instead of the actual monthly unit price, the estimated monthly unit price obtained from the monthly unit price of one or more customers who have contracted the service, such as the average unit price, may be used. In addition, as the number of months to continue forecasting, an appropriate fixed number is set for the service, and the number of months to continue forecasting, such as the average number of months to continue, is determined by the number of months to continue for multiple customers. You may. For customers who have already canceled the contract, CLTV can be calculated using the actual number of consecutive months. In the forecast CLTV of 2.4 million yen shown in the above table, it is a value when the customer X contracts a service with a monthly unit price of 100,000 yen and the average number of continuous months is 24 months.

In the above table, the person in charge f could not close the contract in the closing phase for customer Y, and the person in charge a could not proceed to the next phase in the nurturing phase for customer Z. Shown.

The forecast CLTV is preferably a value obtained by multiplying the monthly unit price of the service by the forecast continuation months and further multiplying the number of days required for the target customer to make a contract, so to speak, a value inversely proportional to the number of success days. This is because the inventors have focused on the fact that the number of success days can be a lagging indicator of the continuation rate, and the shorter the number of success days, the higher the service usage continuation rate, and therefore the actual number of continuation months is expected to be longer. is there. More specifically, as an example, a value obtained by dividing the average number of success days of the service by the number of success days of the target customer can be used as a value inversely proportional to the number of success days. In the example of the above table, if the average number of success days is 25 days and the customer X closes the contract in 24 days, the predicted CLTV is calculated to be 2.5 million yen. The value inversely proportional to the number of success days may be a constant multiple of the value obtained by dividing the expected number of success days of the service by the number of success days of the target customer. Here, the predicted success days may be obtained from the success days of one or more customers who have contracted the service. Further, as the constant a, 0 <a <1 or 0 <a≤1 or a positive number of 1 or more can be mentioned.

By referring to the correspondence between the CLTV of each customer determined in this way and the person in charge of each customer in each phase, the sales support device 110 can be used by the person in charge for each person in the set phase. The total amount of CLTV of the customer in charge can be calculated. Alternatively, instead of using the total amount of CLTV, the total amount such as the score obtained by multiplying CLTV by the contract rate of each person in charge of how much the received matter could be passed to the immediately preceding phase is used. The person in charge of the phase may be selected.

Furthermore, the value corresponding to the total amount is not the total amount for each person in charge in the set phase, but the person in charge of any phase before the set phase is the same as the target customer. The total amount calculated within the scope of the contract can be used. By doing so, it is possible to assign a person in charge who can improve CLTV in the next phase according to the route of the target customer up to that point. In addition, as described above, in addition to the person in charge of each customer at each stage, the correspondence is the first of each customer's CLTV or the corresponding score and the customer who is the inflow source of each customer. It can further include associating with contacts. In this case, as the value corresponding to the total amount of CLTV or the score corresponding thereto, the total amount calculated within the range of the contract with the customer whose first contact point is the same as the target customer can be used.

As described in the first embodiment, in selecting at least one of the one or more persons assigned to the set phase, the at least one person is connected to the terminal 120 of the person in charge of the previous phase. The person in charge display information for displaying the person in charge may be transmitted. That is, in this example, the sales support device 110 first refers to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer in each phase, and in the set phase. One or a plurality of persons in charge are selected in descending order of the total amount of CLTV of the customer in charge or the corresponding score or the corresponding value (S501). Next, the person in charge display information for displaying the one or more persons in charge is transmitted to the terminal of the person in charge assigned to the target customer in the previous phase (S502). Then, the sales support device 110 receives a selection notification of which person to select from the terminal (S503), and determines the person in charge of the set phase according to the selection notification (S504).

Further, "start" and "end" shown in FIG. 5 are merely examples, and do not mean that the method according to the present embodiment is always started by S501 and always ends by S504.

(Third Embodiment)
In the second embodiment, the person in charge to be assigned to the target customer in the next phase is selected from the viewpoint of CLTV to increase the possibility of improving CLTV of the service provided by the service providing company. In the form, by reflecting the behavior of the person in charge who has a high total amount of CLTV or the corresponding score in the set phase or the corresponding value on the proposal screen, input screen, etc. displayed to other persons in charge. , Increase the possibility of improving CLTV of the service.

The sales support device 110 refers to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer in each phase, and in the set phase, the CLTV of the customer in charge or the CLTV thereof. The action presentation information is changed based on at least a part of the action history of one or more persons in charge selected in descending order of the total amount of the corresponding scores or the corresponding values.

As an example, when the person in charge with the largest CLTV or the total amount of the corresponding score or the corresponding value has input an arbitrary input item with a low input rate by another person in charge, the input item is input. It is possible to change the input item display information included in the action presentation information so that it is a required item. In this way, it is preferable that the action characteristics of the person in charge who achieves high results are reflected in the action presentation information of the phase to which the person in charge is assigned and standardized.

In addition, if the action when the person in charge who achieves high results achieves all of the required items is sending an email instead of an online interview, priority is given to sending an email as the action presented by the action presentation information for each person in charge. It is conceivable to do.

Here, the behavioral characteristics of the person in charge with the largest total amount of CLTV or the corresponding score or the corresponding value are reflected, but a plurality of selected items in descending order of the total amount of CLTV or the corresponding value. The behavioral characteristics of the person in charge may be reflected.

(Fourth Embodiment)
In services that are used continuously, the speed at which sales activities called sales velocity progress becomes an issue. As an example, the questionnaire display information including at least a part of the input items displayed on the terminal 120 of the person in charge by the input item display information can be transmitted to the terminal (not shown) used by the customer in charge of the person in charge. .. By sending the questionnaire display information to the customer in charge of the person in charge before the input item display information is sent to the person in charge, the customer answers the questionnaire displayed by the questionnaire display information in advance and the relevant person concerned. It is possible to send the answer to the sales support device 110, and at least a part of the answer is included in the input item display information, or in addition to the input item display information, at the same time as or before and after the input item display information. It is possible to increase the sales velocity by transmitting and assuming that some input items have already been input when the input items are displayed on the terminal 120 of the person in charge.

Further, as another example, a target time until the required items are achieved may be set in the set phase. Then, the sales support device 110 determines that the estimated time such as the average period determined by the time until the achievement of the required items of one or more customers in the past who have contracted the service is earlier or later than the target time. The time standard such as the period and interval at which the action presentation information is transmitted to each person in charge may be changed. For example, if the predicted time is shorter than the target time, it means that communication with the customer can proceed smoothly, and it is conceivable to shorten the interval for transmitting the action presentation information to each person in charge.

Further, as another example, when the time required for inputting one of the required items is longer than a predetermined time, the input item display information included in the action presentation information is changed so that the required item is made an optional item. You may. Mandatory items are set because they are useful for the final closing, but it is appropriate to prioritize sales velocity when the negotiation time is lengthened and the number of negotiations is reduced. There is also sex. Therefore, in the input item display information to be transmitted to at least some of the persons in charge of one or more persons in the user company, the required items that require a predetermined time or more are set as optional items, so that the required items can be changed. The need can be verified. More specifically, when the predicted input time required for inputting any of the required items displayed by the input item display information included in the action presentation information is equal to or longer than a predetermined time, the input display information is changed. The required items are optional items. Here, the predicted input time can be a predicted time such as an average input time determined from the input times of one or a plurality of customers who have contracted the service.

110 Sales support device 111 Communication unit 112 Processing unit 113 Storage unit 114 Storage medium 120 User company terminal 130 Server for providing user company services 200 Proposal screen 201 Button for taking action 202 Reason for taking action 203 Achievement rate 204 Person in charge 205 Action history 206 Usage history 300 Input screen 301 Button to execute action

Claims (10)

It is a sales support method for services provided continuously,
Computer, of one or more representatives of the service providing company assigned to a particular stage of a plurality of steps obtained by dividing the period of sales activities service providing company makes to the customer for the use of the services and Luz step to select at least one of the out,
The computer, the first terminal either uses of said selected at least one of the person, to present any of Hisage shows possible one or more behavioral Te the particular stage smell and Luz step to transmit the action presentation information,
Whether the computer is, the person in charge of using the first terminal on the basis of the action presented information in response to the communication of the results with the customer through the actions taken by the customer, all of the required items are input Steps to determine whether or not
If the determination result is positive, the computer sets the next stage for the target customer, and if it is negative, one or a plurality of actions that can be presented at the specific stage. step of transmitting the action presentation information for presenting again and see including the <br/>,
The selection refers to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer at each stage and the CLTV of the customer in charge at the specific stage or the corresponding score. It is characterized in that the total of the above or the corresponding value is the selection of the person in charge with the largest value . It is a sales support method for services provided continuously,
Of one or more persons in charge of the service provider who are assigned to a specific stage of the plurality of stages in which the computer divides the period of business activities performed by the service provider to the customer regarding the use of the service. Steps to select at least one of
An action for the computer to present one or more of the actions that can be presented at the particular stage to a first terminal used by any of the selected at least one person in charge. Steps to send the presentation information and
Whether or not all the required items have been input according to the result of communication with the customer through the action taken by the person in charge of using the first terminal based on the action presentation information. And the step to determine
If the result of the determination is positive, the computer sets the next stage for the target customer, and if the result is negative, either one or a plurality of actions that can be presented at the specific stage. With the step of re-sending the action presentation information to present
Including
The score and each customer corresponding CLTV or to each customer by referring to the correspondence between personnel in charge at each stage, the in a particular stage, the sum of CLTV or score corresponding thereto in charge the customer or based on at least a portion of the one or more representative action history selected in the order value corresponding thereto is larger, further comprising the step of changing the input item display information included in the action presentation information It is characterized by that. The business support method according to claim 1 or 2 .
The CLTV of each customer is characterized by being a predicted CLTV. The sales support method according to any one of claims 1 to 3 .
The association is characterized in that it further includes the association of each customer's CLTV or corresponding score with the first point of contact with each customer. The sales support method according to any one of claims 1 to 4 .
Before transmitting the questionnaire display information for displaying at least a part of one or a plurality of input items displayed by the input item display information included in the action presentation information to the first terminal. , The step to be displayed on the third terminal used by the target customer,
A step of receiving a response to a questionnaire displayed based on the questionnaire display information from the third terminal, and
It is characterized by further including a step of transmitting at least a part of the answer to the first terminal at the same time as or before and after the input item display information. The sales support method according to claims 1 to 4 .
If between pre timekeeping required for input of one of the required items displayed by the input item display information included in the action presentation information is equal to or greater than a predetermined time, the required fields to change the input item display information It is characterized by further including a step in which is an optional item. A program for causing a computer to execute a sales support method for continuously provided services, the method of which is:
The computer, one or more representatives of the service providing company assigned to a particular stage of a plurality of steps obtained by dividing the period of sales activities service providing company makes to the customer for the use of the services and Luz step to select at least one of the,
The computer, the first terminal either uses of said selected at least one of the person, to present any of Hisage shows possible one or more behavioral Te the particular stage smell and Luz step to transmit the action presentation information,
Whether the computer is, the person in charge of using the first terminal on the basis of the action presented information in response to the communication of the results with the customer through the actions taken by the customer, all of the required items are input and determining whether,
If the result of the determination is positive, the computer sets the next stage for the target customer, and if it is negative, either one or a plurality of actions that can be presented at the specific stage. viewing including the <br/> the step of transmitting the action presentation information to be presented again,
The selection refers to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer at each stage and the CLTV of the customer in charge at the specific stage or the corresponding score. It is characterized in that the total of the above or the corresponding value is the selection of the person in charge with the largest value . A program for causing a computer to execute a sales support method for continuously provided services, the method of which is:
One or more persons in charge of the service provider who are assigned to a specific stage among a plurality of stages in which the computer divides the period of business activities performed by the service provider to the customer regarding the use of the service. Steps to select at least one of them,
An action for the computer to present one or more of the actions that can be presented at the particular stage to a first terminal used by any of the selected at least one person in charge. Steps to send the presentation information and
Whether or not all the required items have been input according to the result of communication with the customer through the action taken by the person in charge of using the first terminal based on the action presentation information. And the step to determine
If the result of the determination is positive, the computer sets the next stage for the target customer, and if the result is negative, either one or a plurality of actions that can be presented at the specific stage. With the step of re-sending the action presentation information to present
Including
With reference to the correspondence between each customer's CLTV or the corresponding score and the person in charge of each customer at each stage, the total or the total of the CLTV of the customer in charge or the corresponding score at the specific stage. Further including a step of changing the input item display information included in the action presentation information based on at least a part of the action history of one or a plurality of persons in charge selected in descending order of the corresponding values. It is a feature. It is a sales support device for services provided continuously ,
Of the one or more of the person in charge of the service providing company that has been assigned to a specific stage of the plurality of stages obtained by dividing the period of the sales activities for the use of pre-Symbol service service providing company makes to the customer Select at least one person
The first terminal either uses of at least one of the representatives said selected action presentation information for presenting any of the Hisage shows possible one or more behavioral Te the particular stage smell And send
Based on the action presentation information, it is determined whether or not all the required items have been input according to the result of communication with the customer through the action taken by the person in charge of using the first terminal with respect to the customer. And
If the result of the determination is positive, the next stage is set for the target customer, and if the result is negative, one or a plurality of actions that can be presented at the specific stage are presented. Re-send the action presentation information of
The selection refers to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer at each stage and the CLTV of the customer in charge at the specific stage or the corresponding score. value of total or corresponding thereto, characterized in selecting der Rukoto largest representative. It is a sales support device for services provided continuously,
At least one of one or more persons in charge of the service providing company assigned to a specific stage among a plurality of stages of dividing the period of sales activities performed by the service providing company to the customer regarding the use of the service. Select and
Sending action presentation information for presenting one or a plurality of actions that can be presented at the specific stage to the first terminal used by any one of the selected at least one person in charge. And
Based on the action presentation information, it is determined whether or not all the required items have been input according to the result of communication with the customer through the action taken by the person in charge of using the first terminal with respect to the customer. ,
If the result of the determination is positive, the next stage is set for the target customer, and if the result is negative, one or a plurality of actions that can be presented at the specific stage are presented. Re-send the action presentation information of
With reference to the correspondence between each customer's CLTV or the corresponding score and the person in charge of each customer at each stage, the total or the total of the CLTV of the customer in charge or the corresponding score at the specific stage. It is characterized in that the input item display information included in the action presentation information is changed based on at least a part of the action history of one or a plurality of persons in charge selected in descending order of the corresponding values.

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