JPH06266731A - Customer information system - Google Patents

Abstract

PURPOSE:To promote the marketing activities by telephone based on a customer information data and also to keep the freshness of the data base and accurate ness of information by execution of the marketing activities. CONSTITUTION:A customer information control system comprises a customer information data base 21 which stores the customer information including the names and the telephone numbers of customer CU, an extracted customer data base which stores the information on the customers extracted from the base 21, a switchboard 41 which automatically call the telephone numbers of customers and connects the them to a circuit, log data base 36 which stores the information acquired from the customers through the telephones connected to the switchboard 41, and a processor 20 which updates the contents of the base 21 based on the contents of the base 36.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer information management system, which is used for retail marketing activities carried out using a telephone, for example.

[0002] In recent years, retail marketing, which mainly promotes sales to small customers mainly for individuals, has been emphasized in banks and the like. In order to promote retail marketing, attribute information such as name, age, occupation, etc., lifestyle information such as hobbies, preferences, purchase records, etc. are collected for each individual customer,
After understanding customer needs based on this information,
It is necessary to forecast demand and develop products. for that reason,
In a company, a customer information database is created based on a bank card, a credit card, and other information obtained during various transactions.

In such a customer information database, the accuracy and freshness of the information recorded therein are particularly important, and effective marketing activities can be performed when old information or inaccurate information is included. Not only that, but on the contrary, there is a possibility that it may cause harmful effects such as misunderstanding needs.

Therefore, it is expected that a system will be developed which can utilize the customer information database and can always maintain the customer information database in an accurate and fresh state.

[0005]

2. Description of the Related Art FIG. 8 is a block diagram showing the structure of a conventional retail marketing system 80 in a bank.

In FIG. 8, a retail marketing system (hereinafter sometimes referred to as “RMS”) 8
0 is a customer information database 81, a customer information database 81, a small customer database 82 created by extracting only individual and small customers, and a small customer database 82.
For example, an extracted customer database 8 created by extracting only customers who have a time deposit account that matures within a certain period.
3. A telephone 84 for making a call to a customer.

The extracted customer database 83 is created for each branch at the headquarters of the bank, for example, and is distributed to each branch. At each branch, the telephone person in charge calls the customer CU from the telephone 84 based on the extracted customer database 83 to inform the customer CU that the fixed deposit will expire, and also recommends the customer CU to continue the fixed deposit or to continue. Check for the presence of. When confirming the intention to continue, the telephone person in charge inputs the data necessary for the continuation procedure of the fixed deposit, and the customer information database 81 is input according to the input data.
To update.

[0008] Further, the customer information FCU is added to the customer information database 81 based on the customer information FCU obtained from the customer who newly started the transaction. When making a call to the customer CU, a telephone person in charge may guide or solicit new products.

[0009]

As described above, in the prior art, the customer C is based on the customer information database 81.
U is engaged in solicitation of continued time deposits, guidance on new products, and various other services, which are used for retail marketing activities.

However, as a result of making a call to the customer CU,
For example, when it is decided to continue the fixed deposit, the data necessary for the continuation procedure is updated in the customer information database 8
However, for other data, for example, the contents of the lifestyle information of the customer CU, the customer information database 81 is not updated at all.

Therefore, in the conventional RMS 80, no matter how frequently the customer information database 81 is used, the information regarding the item currently being traded is the latest, but other information such as, for example, As time goes by, lifestyle information, etc. becomes less fresh and its accuracy gradually deteriorates. Therefore, it becomes difficult to correctly grasp the needs of the customer CU by the customer information database 81, and there is a problem that the original retail marketing activities cannot be actively promoted.

In view of the above-mentioned problems, the present invention can promote marketing activities by utilizing a customer information database and maintain the freshness of the customer information database and maintain the accuracy of information by executing the marketing activities. The purpose is to provide a customer information management system that can

[0013]

In order to solve the above-mentioned problems, the system 1 according to the invention of claim 1 has a structure shown in FIGS.
As shown in FIG. 3, for a plurality of customer CUs, a customer information database 21 that stores customer information FCU including the name NAM and telephone number NTL of each customer CU, and the customer CU extracted from the customer information database 21 An extracted customer database 33 for storing information, a line connection means 41 for automatically calling the telephone number NTL of the customer CU to connect a line based on the extracted customer database 33, and a connection by the line connection means 41 The latest customer information database 36 that stores information obtained from the customer CU by a telephone call made, and the customer information database 21 based on the contents of the latest customer information database 36.
And a means 20 for updating the contents of.

In the system 1 according to the second aspect of the present invention, the customer information FC stored in the customer information database 21 is stored.
U includes customer attribute information FAT including the name NAM and telephone number NTL of each customer CU, and lifestyle information FLI representing the lifestyle of the customer, and the latest customer information database 36 is provided by telephone. The lifestyle information FLI obtained from the customer CU is stored, and the latest customer information database 36 stores the lifestyle information FL of the customer information database 21.
The contents including I are configured to be updated.

The system 1 according to the invention of claim 3 has the same-day call customer database 35 for storing information about the customer CU extracted for making a call on the day from the extracted customer database 33, The current day's call customer database 35 is configured to make an automatic call on the day for the telephone number NTL of the customer CU.

The system 1 according to the invention of claim 4 has a campaign management database 31 which stores information on a specific merchandise FME for sales promotion, a condition CSA of a target customer thereof, and an implementation period FTE, The extracted customer database 33 is extracted so as to meet the condition CSA.

In the system 1 according to the invention of claim 5, the customer information FC stored in the customer information database 21.
U includes transaction information FBU indicating the transaction status of each customer, and a retail promotion database 32 created by extracting only the customer CU targeted for retail marketing from the customer information database 21; Transaction information F stored in the customer information database 21
A result customer database 38 that stores information about customers whose BU contents have changed; a means 30 for obtaining response information by matching the result customer database 38 with the retail promotion database 32 and the extracted customer database 33; Is configured.

[0018]

In order to promote a campaign for retail marketing, for example, a person in charge of planning and operation sets a condition CSA for extracting a customer CU which is a target thereof. The customer information FCU of the customer CU that meets the set condition CSA is extracted from the customer information database 21, and the extracted customer database 33 is created.

Based on the extracted customer database 33, only the customer CU who makes a call on the day is extracted as necessary to create the same-day call customer database 35. Based on the same-day call customer database 35, the automatic call of the day is performed. Be seen.

When the line is connected to the customer CU's telephone by automatic calling, the telephone staff talks with the customer CU to guide the product FME, solicit purchase or contract conclusion, and obtain lifestyle information. Be seen. The information obtained by this is stored in the latest customer information database 36, and the customer information database 21 is updated based on the stored contents.

When the customer CU initiates or adds a transaction as a result of a telephone call with the customer CU, the contents of the customer information database 21 are changed based on the information obtained thereby, and the changed information is the result customer. Database 38
Stored in. Response information is obtained by matching the result customer database 38 with the retail promotion database 32 and the extracted customer database 33, and the campaign is evaluated by this.

[0022]

1 is a block diagram showing the configuration of a retail marketing system 1 according to the present invention. The retail marketing system (RMS) 1 of this embodiment is shown as an example implemented in a bank.

The RMS 1 is composed of a customer information system 11 in a bank and a support system 12 for performing retail marketing in cooperation with the customer information system 11.

The customer information system 11 is a processing device 20 which is a computer installed in a head office (or head office) HO or the like, a customer information database 21 which can be created, updated or edited by the processing device 20, and a small amount. It is composed of a customer database 22 and the like.

FIG. 2 is a diagram showing the structure of the customer information database 21. The customer information database 21 is for each customer C.
Regarding U, it is configured to include various customer information FCU such as customer number NCU, basic attribute information FAT, transaction information FBU, lifestyle information FLI, and family information FFA.

The basic attribute information FAT includes the name NAM, age, occupation, address, telephone number NTL, etc. of the customer CU, and the transaction information FBU includes deposit balance, loan balance, automatic utility bill payment of the customer CU. The lifestyle information FLI includes the hobbies, tastes, and personalities of the customer CU, and the family information FFA includes the family structure of the customer CU.

The customer information FCU is based on documents such as an application form, a request form, and a change notice submitted by the customer CU when the customer CU starts a new transaction with the bank or after the transaction starts. Or based on a conversation with the customer CU or the like. In addition, in this embodiment,
New customer information FCU is obtained by carrying out retail marketing, and the customer information database 21 is updated with the obtained customer information FCU. Details will be described later.

The small customer database 22 is created by extracting from the customer information database 21 only small individual customers who are the target of retail marketing, excluding corporate and large individual customers.

The processing device 20 is adapted to communicate with a computer installed in each branch BO through a line, and customer information FCU generated in the branch BO is transmitted to the processing device 20 through the line. To be done. Further, the contents of a recording medium such as a magnetic tape or the like created in the branch office BO or the support system 12 are input to the processing device 20, and the customer information database 2 is used as necessary based on these information.
Recording or updating to 1 is performed.

The support system 12 includes a processing device 30,
Display device 30a, input device 30b, campaign management database 31, retail promotion database 32, extraction customer database 33, script database 34,
Same day call customer database 35, log database 3
6, the count management database 37, the result analysis database 38, the extraction condition database 39, the host return data file 40, the exchange 41, and the like.

The campaign management database 31 records information about products to be promoted, target customers (customer segment), and implementation period for each campaign which is an activity for sales promotion of various products. It also records various information from the planning of the campaign to the evaluation after the implementation. The campaign management database 31 manages during each campaign and, after the end of the campaign, is used for reference as a previous campaign result when planning the next campaign.

FIG. 3 shows the campaign management database 31.
It is a figure which shows the structure of. The campaign management database 31 has a campaign code CCA and basic information FB.
A, planning information FPL, evaluation information FAS, etc. are recorded. The basic information FBA contains the name of the campaign,
The product FME that is the target of the campaign, the code of the product FME, the primary extraction condition CSA1, and the like are included.

The primary extraction condition CSA1 is 1 for extracting the customer CU targeted for the campaign from the customer CUs registered in the retail promotion database 32.
The next condition. In the example shown in FIG. 3, for the campaign whose campaign code CCA is "CAM1",
2 of "age: 30-40" and "annual income: 500-1000"
The item is set as the primary extraction condition CSA1. As described above, the primary extraction condition CSA1 usually includes two different types of items. Numerical conditions or conditions indicated by characters are attached to each item as parameters. The extraction condition CSA is a combination of both the primary extraction condition CSA1 and the secondary extraction condition CSA2, which will be described later, and is set by the planning and management person to be described later. Customer CUs that meet the set extraction conditions CSA are extracted from the retail promotion database 32, and a customer database 33 that records customer information FCU about the extracted customer CUs is created. The secondary extraction condition CSA2 will be described later.

The plan information FPL includes the campaign implementation period FTE and the plan policy, and the evaluation information FAS.
Includes the execution period actually executed, an evaluation memo, and the like.

The retail promotion database 32 uses the customer information database 21 for the campaign by the support system 12, and the retail customer database 22.
It is created by copying the data with the same contents as. Copying from the small customer database 22 is performed, for example, about once a month.

As described above, the extracted customer database 33 is created by extracting the customer information FCU of only the target customer CU for the specific campaign from the customer information FCU stored in the retail promotion database 32. It is a thing. When creating the extracted customer database 33, the person in charge of creating the extracted customer database (planning staff) analyzes the conditions (extraction conditions) that are considered to be effective in promoting the campaign while looking at the screen of the display device 30a. , The condition obtained by the analysis is input device 30b
The specific extraction conditions CSA (the primary extraction condition CSA1 and the secondary extraction condition CSA2) are determined and set by repeating these operations by trial and error. The primary extraction condition CSA1 is recorded as the basic information FBA of the campaign management database 31, and the secondary extraction condition CSA2 is recorded in the extraction condition database 39.

The processing device 30 uses the set extraction condition CS
The extracted customer database 33 is created by extracting the customer information FCU about the customer CU applicable to A. For the customer CU registered in the extracted customer database 33, direct mail is sent and solicitation or guidance by telephone is performed later.

The script database 34 includes a telephone person in charge (telecommunicator) based on the matters considered by the person in charge of planning and operation who has decided the extraction condition CSA of the extraction customer database 33 in determining the extraction condition CSA.
Talks with the customer CU by telephone, conversation style,
Other notes and the like are entered and recorded as a manual item for conversation with the customer CU.

The same-day call customer database 35 stores customer information FCU about the customer CU extracted for making a call on the day from the extracted customer database 33. That is, the extracted customer database 33
Usually stores all prospective customers who plan to make calls within the campaign period, and the same-day call customer database 35 extracts one day's customers from them.

The log database 36 includes, for one day of the day, numerical information such as the number of calls that are actually made, the number of calls that are connected, and the number of contracts that are closed. , Customer C by phone
The information obtained from the conversation with U (for example, information corresponding to lifestyle information FLI) is recorded. The log database 36 records the information for the current day, and the information for the current day is deleted because the information for the next day is recorded on the next day. After the log database 36 for the current day is completed, the information is totaled and stored as statistical information in the count management database 37, and lifestyle information and the like are temporarily stored separately as a host return data file 40. The customer information database 21 and the retail promotion database 3 according to the host return data file 40.
2 is updated.

The counting management database 37 records statistical information on the results of the campaigns for each campaign based on the log database 36.
It was saved.

FIG. 4 is a diagram showing the structure of the count management database 37. The counting management database 37 is composed of a campaign code CCA and statistical information FST. The statistical information FST includes the number of target customers NCO of each campaign, the number of calls NCM, the number of contracts NAG, and the like.

The result analysis database 38 records new transactions that have occurred regarding the promotion products of the campaign after the campaign is started, and increased contents such as deposit amount.

That is, the result of the solicitation to the customer CU in the campaign is realized by the customer CU visiting the window of the branch BO or submitting a document such as an application by mail to receive the solicitation and make a transaction. . Usually, the contents of these newly submitted documents are entered into an appropriate file and the customer information database 21 is updated with that file. Results analysis database 38
Is a record of data having the same contents as such a file, and by matching the result analysis database 38 with the retail promotion database 32 and the extracted customer database 33, the contract with respect to the target customer number NCO for the campaign is concluded. Response information about the result of the campaign, such as the ratio of the number of NAGs, is obtained and stored in the count management database 37.

The extraction condition database 39 is the extraction condition CSA set when the extraction customer database 33 is created.
The second extraction condition CSA2 in FIG. FIG. 5 is a diagram showing the structure of the extraction condition database 39.

The extraction condition database 39 is composed of the campaign code CCA and the secondary extraction condition CSA2. In the example shown in FIG. 5, the campaign code CCA
Regarding the campaign of "CAM1", 5 items of "occupation: local government employee""sex:male""hobbies:golf""personality:serious""no MMC transaction" are secondary extraction conditions CS
It is registered as A2. Thus, for example, the extracted customer database 33 for the campaign "CAM1"
Will store customer information FCU of only the customer CU that meets all the conditions of these 5 items and 7 items of 2 items registered in the campaign management database 31.

The host return data file 40 is created by extracting information to be returned to the customer information database 21 from the log database 36, and mainly the lifestyle information FL in the log database 36.
I is transferred and created. The host return data file 40 is stored in a recording medium such as a flexible disk or a magnetic tape, and the customer information database 21 is updated by inputting information to the processing device 20 of the customer information system 11 via these recording media. To be done.
Along with updating the customer information database 21, the retail promotion database 32 is also updated. When updating, only the lifestyle information FLI is updated, for example, the basic attribute information FAT is updated by submitting a separate document such as notification of change from the customer CU.

The exchange 41 is an electronic exchange controlled by a computer, and automatically makes a call (dialing) to the customer CU stored in the same-day call customer database 35 in a predetermined order and timing to connect the line. I do. The exchange 41 is controlled so that the number of outgoing calls to the outside line becomes a reference number set corresponding to the number of extension telephones in a waiting state. Here, the reference number is added and corrected according to the number of extension telephones that are in a call state and exceeds the set reference call time, and according to the day of the week and the time zone on which the automatic call is made. The modified value is used.

Although not shown, the support system 12 includes a display device and an input device, and the processing device 30.
There are a large number of terminal devices that are communicatively connected to each other, and the planning staff and the telephone staff appropriately operate the terminal devices that are dedicated or installed nearby and are sent from the processing device 30. The information can be viewed or entered on the screen.

Next, processing, operation, or operation in the RMS 1 will be described with reference to the flowchart shown in FIG. In the flowchart of FIG. 6, step # 1
5 is an operation phase for extracting a target customer CU, steps # 6 to 14 are operation phases for executing a campaign, and steps # 15 to 18 are operation phases for evaluating a campaign. It should be noted that the flowchart shows the outline of the operation phase in a rough order, and does not necessarily show that the operation phase is performed in the order of step numbers.

First, a retail promotion database 32 is created in order to import the small-lot customer database 22 extracted from the customer information database 21 in the customer information system 11 into the support system 12 (# 1).

Next, the person in charge of planning and management looks at the screen displaying the contents of the retail promotion database 32 and looks at the products currently traded, such as mortgage, card loan, fixed deposit, MMC, and the customer CU. Profiles, for example, correlations with lifestyles such as hobbies, tastes, and personalities are analyzed, extraction conditions CSA of the customer CU targeted for the campaign are set, and registered in the extraction condition database 39 (# 2).

Customer information FCU is extracted from the retail promotion database 32 according to the set extraction condition CSA,
The extracted customer database 33 is created (# 3). Then, the script database 34 is created (# 4).

Based on the extracted customer database 33, the address and the name NAM are printed and sent out to send a direct mail to each customer CU, and the customer CU is shipped (# 5). Note that direct mail is sent separately for each day.

Direct mail sent earlier is the customer CU
The customer CU is extracted in consideration of the time when the vehicle arrives at and the same-day call customer database 35 for the current day is created (#
6). Next, the planning and operation staff sets the operation parameters when making a call to the customer CU (# 7). Here, for example, with respect to a plurality of telephone persons, the area, time zone, and product FM of the customer CU making a call
The division of work is determined according to E, or the first call or the second call to the customer CU. It also defines the operating environment of the system.

The telecommunicator business start processing is performed to start up the dial portion and the cooperation portion of the exchange 41 (# 8). With respect to the telephone number NTL of the customer CU stored in the call customer database 35 on the day, automatic call is made in a predetermined order and timing, and when the respective lines are connected, the telephone person in charge has a conversation with the customer CU ( # 9). In conversation, product FME by telephone representative
Is guided or solicited and various information is obtained from the customer CU. At that time, on the screen of the terminal device operated by the telephone person in charge, information about the customer CU in the script database 34 and the call customer database 35 on the day, that is, the content of the previous conversation with the customer CU or the exchange talk and Since the customer information FCU and the like are displayed, the telephone person in charge may proceed with the conversation while referring to the screen. As the content of the conversation, for example, the direct mail is the customer C.
This includes whether or not the user arrived at U, whether or not he or she saw the direct mail, the lifestyle of the customer CU such as hobbies and tastes, and the family structure.

When the call for the scheduled day ends or at a predetermined time, the telecommunicator business end processing is performed and the exchange 41 is shut down (# 10). The data obtained by the telephone call of each person in charge on the day is recorded in the log database 36 (# 11). After that, a process for totaling predetermined items in the log database 36 and recording them in the count management database 37 is performed.

The person in charge of planning and operation analyzes the results up to the day of the campaign while looking at the screen displaying the contents of the count management database 37, reviews the contents of the script database 34 and the contents of the operation parameters, and makes them necessary. Correct accordingly (# 12).

The host return data file 40 is created, and the customer information database 21 and the retail promotion database 32 are updated thereby (# 13). The contents of steps # 6 to 13 are performed every business day during the campaign period (Yes in # 14).

When the campaign period has passed (# 14
No), the contract information as the result of the campaign is fetched from the customer information database 21 to create the result analysis database 38, and the response information is created by matching with the retail promotion database 32 and the extracted customer database 33 and the count management database 37. To register (# 15). Based on the response information, the contract rate is calculated, and the profile commonly seen in the customer CUs who have completed the contract is analyzed (# 16).

Based on the response information, the costs required for the campaign, such as telephone charges and labor costs, are compared with the revenue expected from reaching the contract, and the balance of the campaign is analyzed (# 17). ).

Finally, the database is organized (# 1
8). Here, the databases that are no longer needed after the end of the campaign, such as the retail promotion database 32, the extracted customer database 33, the script database 34, and the result analysis database 38, are deleted.

In the segment analysis of step # 2, the campaign management database 31, the count management database 37, the extraction condition database 39, etc. created in the past are referred to, and the information is read from the screen and corrected if necessary. You can add and register for your next campaign. At that time, since the campaign code CCA is registered in all of these databases, necessary information can be read from each database only by designating the campaign code CCA. Moreover, the necessary information can be smoothly delivered to the next operation phase only by designating the campaign code CCA.

Information obtained or set regarding the campaign is registered or referred to in a related database or the like in each operation phase.
Is a table showing a list of information registered or referenced in each operation phase.

As shown in FIG. 7, for example, in the segment analysis (# 2), the plan information FPL and the extraction condition CSA are used.
Are registered, and they are referred to in the extraction of campaign promotion customers (# 3). The “campaign planning / evaluation information management” shown in FIG. 7 is a process of registering or inquiring information obtained or set information regarding the campaign in each operation phase in a related database.

According to the above-mentioned embodiment, the customer information database 21 can be used to promote various campaigns for retail marketing, and the customer information FCU obtained by the execution of the campaign can be used. By updating the database 21, it is possible to keep the freshness of the customer information database 21 always high and maintain the accuracy of the stored customer information FCU.

Further, since it is possible to refer to the campaign management database 31, the count management database 37, the extraction condition database 39, etc., which have been created in the past, if necessary, based on the statistical support of the campaigns that were carried out before. And considering the plan of the next campaign,
The effective extraction condition CSA can be reused, and the number of contracts closed by the campaign or the closing rate can be improved.

In the above-described embodiment, one day's worth of customers are extracted from the extracted customer database 33 to create the same day call customer database 35. However, the same day call customer database 35 is not created, but the extracted customer database 3 is created.
You may make a call using 3. The customer information system 11 and the support system 12 may be connected online, or they may be configured by a common processing device (computer). In that case, the small-customer database 22 and the retail promotion database 32 can be integrated into one. In addition, the contents and configurations of the databases and files, the contents and order of the flowcharts, the configurations of the customer information system 11 and the support system 12, and the like can be variously changed according to the gist of the present invention. INDUSTRIAL APPLICABILITY The present invention can be applied to various companies or organizations other than banks for various marketing activities or for other various customer information management.

[0069]

According to the present invention, marketing activities can be promoted by utilizing the customer information database, and the freshness of the customer information database can be maintained and the accuracy of the information can be maintained by executing the marketing activities.

According to the second aspect of the present invention, information about lifestyles such as hobbies and tastes that greatly affects the needs of customers is always fresh and can be effectively used for marketing activities.

According to the third aspect of the present invention, automatic call initiation on the day by the line connecting means is facilitated. According to the invention of claim 4 or claim 5, the plan of the next campaign is considered on the basis of the statistical support by referring to the preceding campaign record when planning the next campaign and analyzing the content. Is possible.

[Brief description of drawings]

FIG. 1 is a block diagram showing a configuration of a retail marketing system according to the present invention.

FIG. 2 is a diagram showing a configuration of a customer information database.

FIG. 3 is a diagram showing a configuration of a campaign management database.

FIG. 4 is a diagram showing a configuration of a count management database.

FIG. 5 is a diagram showing a configuration of an extraction condition database.

FIG. 6 is a flowchart showing an outline of an operation phase of retail marketing according to the present invention.

FIG. 7 is a table showing a list of information registered or referenced in each operation phase.

FIG. 8 is a block diagram showing a configuration of a conventional retail marketing system in a bank.

[Explanation of symbols]

1 Retail Marketing System (Customer Information Management System) 20 Processing Device (Means for Updating) 21 Customer Information Database 30 Processing Device (Means for Obtaining Response Information) 33 Extraction Customer Database 35 Same Day Call Customer Database 36 Log Database (Latest Customer Information) 38) Result analysis database (result customer database) 41 Switch (line connection means) CU customer NAM name (name) NTL phone number FCU customer information FME product FTE implementation period FAT basic attribute information (attribute information) FBU transaction information FLI life Style information CSA extraction conditions (conditions)

 ─────────────────────────────────────────────────── ─── Continuation of the front page (72) Inventor Ayako Yamaoka 1015 Kamiodanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Fujitsu Limited

Claims (5)

[Claims] 1. A plurality of customers (CU), each customer (C
Customer information database (2) storing customer information (FCU) including name (NAM) and telephone number (NTL) of U)
1), an extracted customer database (33) that stores information about customers (CU) extracted from the customer information database (21), and a customer (CU) based on the extracted customer database (33) A line connection means (41) for automatically calling the telephone number (NTL) of the customer and a line connected by the line connection means (41) and storing information obtained from a customer (CU) by the telephone A latest customer information database (36), and means (20) for updating the content of the customer information database (21) based on the content of the latest customer information database (36). Customer information management system to do. 2. The customer information management system (1) according to claim 1, wherein the customer information (FCU) stored in the customer information database (21) includes a name (NAM) and a telephone number of each customer (CU). Customer attribute information (FA) including the number (NTL)
T) and lifestyle information (FLI) representing the lifestyle of the customer, and the latest customer information database (36) includes lifestyle information (F) obtained from the customer (CU) by telephone.
LI) is stored, and the latest customer information database (3
6) The customer information management system, wherein the content including the lifestyle information (FLI) of the customer information database (21) is updated by 6). 3. The customer information management system (1) according to claim 1 or 2, wherein information on a customer (CU) extracted for making a call on the day from the extracted customer database (33). Is stored on the same-day call customer database (35), and automatic call is made on the same day for the telephone number (NTL) of the customer (CU) stored in the same-day call customer database (35). Customer information management system. 4. The customer information management system (1) according to claim 1 or 2, wherein a specific product (FME) for sales promotion, a condition (CSA) of a target customer thereof, and an implementation period ( FT
E) A customer information management system characterized by having a campaign management database (31) storing information on the information, and the extracted customer database (33) being extracted so as to meet the condition (CSA). 5. The customer information management system (1) according to claim 1 or 2, wherein the customer information (FCU) stored in the customer information database (21) indicates the transaction status of each customer. A retail promotion database (32) containing transaction information (FBU), created by extracting only customers (CU) targeted for retail marketing from the customer information database (21), and the customer information database A result customer database (38) that stores information about a customer whose transaction information (FBU) content stored in (21) has changed, the result customer database (38), the retail promotion database (32), and Means (30) for obtaining response information by matching with the extracted customer database (33), Customer information management system characterized by comprising Te.