KR100723783B1 - Mobile customer relationship management substitute service method - Google Patents

Abstract

The present invention relates to a promotion agency service, in particular, a mobile management company to use the customer's own CRM to build and operate the CRM itself difficult to manage small businesses or franchises (franchise) companies to provide customer service agency, promotion agency and micropayment service By providing this service, it provides the convenience of customer acquisition, the inconvenience of information management, and the cost reduction for small companies, and the mutual cooperation mobile CRM agent that can create new revenue sources by utilizing customer resources and CRM that have been secured for mobile network operators. Provide a service method.

Mobile, CRM, Agency Service, Mobile Network Operator

Description

Mobile CRM Agent Service Method {MOBILE CUSTOMER RELATIONSHIP MANAGEMENT SUBSTITUTE SERVICE METHOD}

1 is a view for explaining the concept of promotion and promotion according to the present invention according to the present invention,

2 is a service control flow diagram of a mobile CRM proxy service method according to an embodiment of the present invention.

<Description of Symbols for Main Parts of Drawings>

110: individual customer

111: personal mobile terminal

120: Enterprise customer joining mobile CRM agency service

121: mobile CRM service enterprise server

130: mobile network operator

131: mobile CRM service agent server

140: Customer Relationship Management

The present invention relates to a promotion agency service, in particular, a mobile management company to use the customer's own CRM to build and operate the CRM itself difficult to manage small businesses or franchises (franchise) companies to provide customer service agency, promotion agency and micropayment service By providing this service, it provides the convenience of customer acquisition, the inconvenience of information management, and the cost reduction for small companies, and the mutual cooperation mobile CRM agent that can create new revenue sources by utilizing customer resources and CRM that have been secured for mobile network operators. It relates to a service method.

CRM (Customer Relationship Management) refers to a methodology or software necessary for a company to manage customer relationships in a well-organized manner. It usually has an Internet service function.

For example, a company can build a database that is detailed enough to explain its relationship to its customers so that management or salespeople can provide a satisfactory service to its customers. It provides direct access to the customer's information so that they can remind them of their service needs, find out what other products they have purchased together, and so on.

Typically, CRM is used by a company's marketing department to identify their top customers, to drive marketing campaigns targeted at them with clear goals, and to create quality to drive sales teams.

It also supports organizations to improve telesales, accounting and sales management by sharing optimized information and simplifying existing processes (eg, receiving orders using a wireless terminal). .

Therefore, CRM needs to know about customers in order to maximize customer satisfaction and profits, identify the customers who are most helpful to the company, and provide them with the best service. Provide employees with the information and procedures necessary to understand their needs and to effectively build relationships with the company, customer base and shipping partners.

However, small companies or franchisees that have difficulty in spending, such as manufacturers that do not have direct contact with end-user consumers and have difficulty in obtaining direct subscription information for customers or membership information protection systems related to CRM, Despite the marketing effectiveness and necessity, CRM has not been established.

1 is a view for explaining the concept of the promotion and the promotion according to the present invention according to the present invention, as shown in (a) of FIG. Since it is cumbersome to use and there is doubt about whether the personal information is well protected, it is reluctant to join the small business 20 through the membership registration procedure of the conventional Internet homepage.

That is, the customer is extremely reluctant to expose a lot of personal information, especially small companies (20), such as difficult to obtain member information because it suspects the personal information security of low-name companies (20).

In addition, since the company 20 has a lot of necessary information to request from the customer 10, it is difficult to recommend membership, so there is a problem in securing members, and data mining for promotion such as customer classification for promotion. Not only professional work is required, but also requires a lot of money and professional personnel such as professional server management, DM shipping for customer information management, so delays the introduction of CRM (30).

Therefore, it is a promotion agency service for small companies or franchisees who have difficulty in building their own CRM. Is desired.

Accordingly, an object of the present invention for solving the above problems is to allow mobile network operators to generate their own CRM by using their own CRM in order to generate new revenue by utilizing customer resources and CRM. It is to provide mobile CRM agency service method that provides customer management agency, promotion agency and micro settlement agent service to small companies or franchisees that are difficult to build and operate.

In addition, another object of the present invention is to reduce the burden of customer information management to small businesses or franchisees, and to solve the anxiety associated with the leakage of customer information to provide convenience and cost reduction of customer acquisition by the mobile network operator itself It is to provide a mobile CRM agent service method that provides customer management agency, promotion agency, and micropayment service to small companies or franchisees that are difficult to build and operate their own CRM using CRM.

In addition, another object of the present invention is to provide a mobile communication network operators own CRM in order to solve the anxiety of information leakage caused by membership registration and provide benefits to customers and members who have already subscribed to a small company or franchise company It is to provide a mobile CRM agent service method that provides customer management agency, promotion agency, and micro settlement agent service to small companies or franchisees that are difficult to build and operate their own CRM.

In order to achieve the above object, the present invention provides a method for the promotion of personal customer service using a CRM between a mobile communication network provider having its own CRM (Customer Relationship Management) and a corporate customer who has entered into a CRM utilization contract with the mobile communication network operator. In

The mobile CRM service company server of the enterprise customer (hereinafter referred to as an enterprise server) and the mobile CRM service agent server of the mobile communication network (hereinafter referred to as an "agent server") are connected by using a wired / wireless internet communication line.
The method,
Transmitting the member recommendation short message from the corporate server to the mobile terminal of the individual customer to be promoted (hereinafter, 'personal customer terminal');

delete

Registering, by the database of the proxy server, the subscriber number of the corresponding personal customer terminal when there is a signal corresponding to the acceptance of membership registration from the personal customer terminal;

If there is a request for DM transmission from the corporate server, the agency server analyzes and classifies the information of the individual customer corresponding to the subscriber number of the personal customer terminal registered to the corporate server by using the CRM to the classified personal customer terminal. Transmitting the DM in a short message; provides a mobile CRM proxy service method characterized in that consisting of.

In addition, in the mobile CRM proxy service method according to the present invention, the step of transmitting a member recommendation short message from the corporate server to the personal customer terminal,

In response to the enterprise server requesting the member server to send a short message related to the invitation to join the member server, the agency server requests the personal customer terminal to register the subscriber number and request the information utilization agreement. It is preferably carried out in the process of sending a short message.

Further, in the mobile CRM proxy service method according to the present invention, the short message sent by the agent server to the personal customer terminal is characterized in that the personal customer terminal includes a specific wireless Internet address accessible by one touch.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. First of all, in adding reference numerals to the components of each drawing, it should be noted that the same components have the same reference numerals as much as possible even if they are displayed on different drawings. Detailed descriptions of well-known functions and configurations that are determined to unnecessarily obscure the subject matter of the present invention will be omitted.

1 is a view for explaining the conventional promotion and the concept of the promotion according to the present invention, Figure 1 (b) is a block diagram illustrating a mobile CRM agency service according to the present invention, Figure 2 Service control flow diagram of a mobile CRM proxy service method according to an embodiment of the present invention.

Compared to the conventional promotion shown in Figure 1 (a) of the concept of the mobile CRM agent service according to the present invention shown in Figure 1 (b), the conventional promotion situation is a small company (20), etc. Due to the lack of manpower, CRM 30 cannot be operated on its own in relation to server management, data mining, etc. As a result, it is difficult to recommend membership, which further increases the difficulty in securing customers.

On the other hand, since the mobile CRM agent service according to the present invention already has customer classification data by the CRM 131 based on the customer information to the mobile network operator 130, a company that needs promotion by CRM such as a small company ( 120 may be an in-depth promotion to a necessary hierarchy such as gender, age, region of residence, and occupation of the customer 110 using only a mobile identification number (MIN).

As shown in FIGS. 1B and 2, when an offline CRM utilization contract is concluded between a mobile communication network operator 130 and a mobile customer service subscription enterprise customer (120, hereinafter referred to as an enterprise customer), In the mobile CRM agent service according to the present invention, the enterprise customer 120 accesses the mobile CRM service agent server 131 of the mobile communication network operator 130 through the wired / wireless Internet using his mobile CRM service company server 121. By doing so, the CRM utilization contract is automatically registered between the corporate customer 120 and the mobile communication network operator 130 (S1).

The mobile CRM service enterprise server 121 of the corporate customer 120 (hereinafter referred to as an enterprise server) is a mobile CRM service agent server of the mobile communication service provider 130 (hereinafter referred to as an "agent server") and a CRM service. It is desirable to set up separate communication paths.

When the CRM utilization contract is concluded between the enterprise server 121 and the agency server 131, in order to use the personal customer information held by the mobile communication network operator 130 from the enterprise server 121 to the personal customer terminal 111. A subscription recommendation procedure for obtaining the consent of the customer is performed (S2), and if there is an approval of the subscription from the individual customer 110 (S3), the individual customer is registered in the database (S4).

At this time, the subscription invitation procedure S2 transmitted from the corporate server 121 to the personal customer terminal 111 is according to the SMS sending request S2 'related to the subscription invitation transmitted from the enterprise server 121 to the agency server 131. The agency server 131 is composed of an SMS (S2 ") for the subscriber number (MIN) registration request and information utilization consent request to the personal customer terminal 111 through the mobile communication network.

The SMS sent by the agency server 131 may include a Call-Back URL including a specific URL accessible by the personal customer terminal 111 for the subscription approval, and the individual customer who wants to accept the subscription presses a confirmation key or the like. The wireless Internet site of the corporate server 121 corresponding to the URL can be accessed (S3).

The subscription acceptance signal received from the personal customer terminal 111 is transmitted to the enterprise server 121, the enterprise server 121 transmits it to the agency server 131, the customer is already registered in the database of the agency server 131 Obtaining the subscriber authentication and consent from the information, the agency server 131 registers the matter registered as a member to the corresponding enterprise server 121 in the DB, and manages through the CRM (140).

By performing the steps S1 to S4 described above, the enterprise server 121 that provides goods or services to the personal customer terminal 111, the personal customer terminal 111, and the agency server that provides the CRM agency service to the enterprise server 121. The subscription and registration step for performing the mobile CRM agent service between 131 is completed.

Thereafter, if there are various DM shipment requests required for the company's promotional activities such as coupon shipment, sale guide, new product guide, etc. from the corporate server 121 (S5), the agency server 131 refers to the corresponding personal customer terminal with reference to the CRM 140. DM transmission using the SMS and / or email to 111 is performed (S6).

Since the DM received at the personal customer terminal 111 is customer-specific information selected by the CRM, the re-visit and the purchase rate of goods or services of the enterprise server 121 of the individual customer.

As described above, the mobile CRM agent service method according to the present invention can be a member only by accepting the subscription invitation by MIN (subscriber number, phone number), so inconvenience of having to input a lot of personal information to individual customers during membership registration. The DM is provided according to the data classified by the CRM of the mobile network operator, thereby increasing the possibility of acquiring useful information suitable for the individual customer, and the member service provided to the member upon membership registration can be obtained. .

In addition, the mobile CRM agent service method according to the present invention can secure more members by providing a reduction in the customer's rejection of the customer and increase the trust to the enterprise customer who has entered into the CRM utilization agreement with the mobile network operators such as small businesses Reduction of investment cost and burden on customer information management by reducing server introduction cost and management cost, and promotion to customers who need marketing rather than indiscriminate DM and SMS sending, reducing marketing cost and target Enable marketing.

In addition, the mobile CRM agent service method according to the present invention is possible to build a database for the information of the new enterprise customer by using the in-house CRM to generate new revenue for the CRM service, and secure corporate customers It is possible to expect profits from personal income and to increase the value of customer assets by utilizing customer information already secured.

On the other hand, in the detailed description of the present invention has been described with reference to specific embodiments, various modifications are possible without departing from the scope of the invention. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be defined not only by the scope of the following claims, but also by the equivalents of the claims.

As described above, the present invention has the effect of generating new revenue by enabling the mobile telecommunication service provider to provide a mobile CRM agent service using customer resources and CRM.

In addition, the present invention reduces the burden of customer information management by providing a mobile CRM agent service in cooperation with a mobile network operator to small businesses or franchisees, relieves the anxiety associated with the leakage of customer information to easily secure customers And it is effective to reduce the cost of customer management and marketing.

In addition, the present invention solves the anxiety of information leakage caused by the membership to customers and members who have already joined the small company or franchise company, it is possible to easily register, enjoy the benefits of membership It can be effective.

Therefore, the present invention has the effect of benefiting both the mobile communication network provider providing a mobile CRM agent service and the stakeholders, such as corporate customers and individual customers using the same.

Claims (3)

In the method of promotion agency services for individual customers using CRM between a mobile communication network provider having its own CRM (Customer Relationship Management) and a corporate customer that has entered into a CRM utilization agreement with the mobile communication network operator, The mobile CRM service corporate server of the corporate customer (hereinafter referred to as an enterprise server) and the mobile CRM service agency server of the mobile communication network (hereinafter referred to as an "agent server") are connected using a wired / wireless internet communication line. The method, Transmitting, by the corporate server, a member recommendation short message from the corporate server to a mobile terminal of the individual customer to be promoted (hereinafter, referred to as a 'personal customer terminal'); Registering, by the database of the proxy server, the subscriber number of the corresponding personal customer terminal when there is a signal corresponding to the acceptance of membership registration from the personal customer terminal; If there is a request for DM transmission from the corporate server, the agency server analyzes and classifies the information of the individual customer corresponding to the subscriber number of the personal customer terminal registered to the corporate server by using the CRM to the classified personal customer terminal. Transmitting the DM in a short message; Mobile CRM proxy service method characterized in that consisting of. The method of claim 1, wherein the step of transmitting a member recommendation short message from the corporate server to the personal customer terminal includes: Requesting the corporate server to send a short message related to an invitation to join the agency server; The method of claim 1, wherein the proxy server sends a short message to the individual customer terminal in response to the request for registration of a subscriber number and a request for consent to use information. The short message of claim 1 or 2, wherein the agent server sends the short message to the personal customer terminal. The mobile customer service terminal characterized in that the personal customer terminal includes a specific wireless Internet address that can be accessed in one touch.

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