KR101440606B1 - Apparatus for managing and classifying customer and method thereof - Google Patents

Abstract

The present invention relates to an apparatus and a method for managing and classifying customers. The apparatus comprises a customer and staff matching unit which matches a customer to a member of staff who will manage the customer; a database which stores at least one among customer information, staff information, customer-staff matching information, and customer-staff activity information; a customer-staff connecting and activity linking unit which detects a staff connection request and activities of a customer to connect the customer with the member of staff who was matched to the customer, and detects a connection request and activities of the member of staff to connect the member off staff with the customer whom the member of staff requests for; and a customer classifying and managing unit which scores and aggregates the activities of the customer and classifies and manages the class of the customer.

Description

[0001] APPARATUS FOR MANAGING AND CLASSIFYING CUSTOMER AND METHOD THEREOF [0002]

The present invention relates to a client management and classification apparatus and method, and more particularly, to a client management and classification apparatus and method for detecting an activity between a customer and a staff member, scoring the activity to classify the customer grade, And more particularly, to a customer management and classification apparatus and method that can propose a customer.

Typically, most businesses (including small retail stores or branches that sell products or services) have information about customers who purchase and use the product, and they also manage customer information for post-management.

In other words, customer management is one of the management techniques that the company manages to maintain the relationship with the customer and secure the customer more than that. Here, the most basic of the customer management is to understand the information of the customer, In order to ensure that the product or service is continuously purchased.

To do this, the company may conduct sales activities in various ways based on customer information. In order to make prospective customers prospective customers, the company continuously keeps information and samples. Also, Or by conveying greetings to holidays or anniversaries. Customer management is necessary to maintain intimacy with customers and to manage them afterwards.

However, because the intimacy between the customer and the staff member is an individual feeling, there is a difficulty in grasping the degree of intimacy objectively. Therefore, it is not possible to standardize the follow-up management for each customer, and there is a problem that the follow-up management for the customer may be different depending on the employee.

In addition, accurate and detailed information (eg, more than 20 pieces of information) is required for a customer in order to perform customer management in various ways as described above. However, recently, anxiety about leakage of personal information and hassle of inputting customer information It is not easy to get detailed information from customers except basic information.

Moreover, in the case of local stores where close management is required in the vicinity of the customer, the intimacy between the customer and the employee is a very important factor in customer management. However, if the customer employee leaves or changes to another employee, There is a problem that the degree of intimacy with the company (local store) employees can not be utilized for customer management, thereby affecting sales.

The background art of the present invention is disclosed in Korean Patent Laid-Open Publication No. 2002-0060920 (published on July 19, 2002, store management system).

In order to solve the above problems, the present invention is to detect the activity between the customer and the staff member, to classify the customer grade by scoring the activity, and to automatically propose the service according to the customer grade And to provide a customer management and classification apparatus and method for providing a customer management and classification system.

According to an aspect of the present invention, there is provided a customer management and classification apparatus comprising: a customer and employee matching unit for matching a staff member who manages a customer; A database that stores at least one of customer information, employee information, customer-employee matching information, and customer-employee activity information; Detecting employee access requests and activities from a customer, connecting the employee with the matching employee to the customer, detecting the connection request and activity generated by the employee, and connecting the customer with the requesting customer A connecting portion; And a customer classification and management unit for scoring and summing the activities of the customers and classifying and managing the customer ratings according to the sum scores.

In the present invention, the customer and employee matching unit matches customer information and employee information input from a user connected to a web-based customer management server.

In the present invention, the customer information includes at least one of a telephone number, an e-mail address, a social network information (SNS), purchasing information, staff information, and other personal information such as an address, a specificity, personality, hobby, And at least one of them.

In the present invention, the database is characterized by continuously accumulating new information generated as the type and number of customer-employee activities increase.

In the present invention, when there is an employee connection request from any customer through an arbitrary connection means, the customer-employee connection and activity connection unit detects the arbitrary customer information in order to connect a staff member matched to the customer A customer information detector; An employee information detection unit for detecting the arbitrary employee information in order to connect the customer information requested by the arbitrary employee when there is a customer access request from any employee through an arbitrary connection means; A customer-employee connection unit for connecting the requested customer to the responsible employee using the searched employee information or customer information, or for connecting the customer with the customer who is responsible for the connection request; And a customer-employee activity detector for detecting an activity performed between the connection-connected customer and the employee.

In the present invention, the arbitrary connection means may include at least one of a telephone, an e-mail, a social network (SNS), a bulletin board, or a text message.

In the present invention, the customer-employee activity includes at least one of greetings, celebration greetings, new service promotion, new phone promotion, inconvenient consultation, inquiry call, consultation reservation, appointment fulfillment, mobile phone amount answer, .

In the present invention, the customer-employee activity detection unit is characterized by automatically detecting predetermined specific information included in conversation exchanged between the customer and the employee through the arbitrary connection means and detecting the customer-employee activity .

In the present invention, the customer classification and management unit may include an activity-specific score conversion unit for converting an activity performed between the customer and the employee into predetermined scores; A customer-specific score summation unit for summing up scores corresponding to accumulated activities for each customer; A customer rating setting unit for setting a customer rating by comparing the total score with a preset reference value; And a class-specific service proposal unit for offering a service to the user that can benefit the customer according to the customer class.

In the present invention, a customer having a high total score of the activity has a high level of intimacy between the customer and the employee, and a customer having a low total score of the activity has a low degree of intimacy between the customer and the employee.

According to another aspect of the present invention, there is provided a method for managing and classifying a customer, comprising: detecting an activity performed between a customer and an employee; Converting an activity performed between the customer and the employee into a score; Continuously cumulatively adding the activity scores, periodically checking the aggregated activity scores, and assigning a customer grade corresponding to the activity scores; And predicting the event occurrence by the customer and detecting a service that can be provided for each period / customer grade and suggesting the service to the user.

In the present invention, the customer-employee activity includes at least one of greetings, celebration greetings, new service promotion, new phone promotion, inconvenient consultation, inquiry call, consultation reservation, appointment fulfillment, mobile phone amount answer, .

In the present invention, the customer-specific event may include at least one of the following: disappearance of a customer's rating, change, disappearance of accumulated points for each customer, timing when the use of the purchased product is completed or replaced, And at least one of events related to the change.

In the present invention, the service that can be provided according to the period / customer class includes at least one of a discount event, a point accumulation rate change, a gift giving event, and a service for providing a benefit to a customer.

In the present invention, the step of detecting the activity performed between the customer and the employee automatically detects predetermined specific information included in the conversation exchanged between the customer and the employee via the arbitrary connection means, Is detected.

The present invention classifies customer ratings by scoring activities between a customer and a staff member, and allows the customer to perform follow-up management according to the customer class, so that when a customer's employee leaves or changes to another employee, And the company (local store) employees with the degree of intimacy to the customer management to help improve sales.

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a diagram illustrating a schematic configuration of a customer management and classification apparatus according to an embodiment of the present invention; FIG.
FIG. 2 is an exemplary diagram showing a more specific configuration of the customer and employee matching unit in FIG. 1; FIG.
FIG. 3 is an exemplary view showing a more specific configuration of a customer and an employee activity connection section in FIG. 1; FIG.
4 is an exemplary diagram illustrating a matching relationship between a customer and an employee of a customer management and classification apparatus according to an exemplary embodiment of the present invention;
5 is a flowchart illustrating a method of managing and classifying a customer according to an embodiment of the present invention.

Hereinafter, an embodiment of a customer management and classification apparatus and method according to the present invention will be described with reference to the accompanying drawings.

In this process, the thicknesses of the lines and the sizes of the components shown in the drawings may be exaggerated for clarity and convenience of explanation. In addition, the terms described below are defined in consideration of the functions of the present invention, which may vary depending on the intention or custom of the user, the operator. Therefore, definitions of these terms should be made based on the contents throughout this specification.

1 is an exemplary diagram showing a schematic configuration of a customer management and classification apparatus according to an embodiment of the present invention.

1, the customer management and classification apparatus according to an embodiment of the present invention includes a customer and employee matching unit 100 that receives customer and employee information and matches the employee to manage the customer, A database 200 for storing at least one of inputted customer information, employee information, customer-employee matching information, and customer-employee activity information, a database 200 for detecting connection requests and activities generated by customers, A customer-employee connection and activity connection 300 that detects connection requests and activities generated by the employee and connects the connection with the customer that the employee requests; And a customer classification and management unit 400 that classifies and manages customer ratings according to the sum score.

Hereinafter, each of the constituent elements 100 to 400 will be described in detail with reference to FIGS. 2 to 4. FIG.

2 is an exemplary diagram showing a more specific configuration of the customer and employee matching unit in FIG.

2, the customer and employee matching unit 100 includes a user (for example, a customer representative, a manager, a business operator, a sales representative, a sales representative, etc.) who accesses a web based customer management server 500 Etc.).

For example, when it is assumed that a mobile communication agent manages a customer, the customer management server 500 provides a menu for customer management when the user (for example, a customer manager, a manager, a business operator, etc.) accesses the customer.

Accordingly, the user selects a menu for inputting new customer information, and the customer management server 500 outputs a customer information input menu composed of information fields for inputting customer information through a web browser screen.

Accordingly, the user inputs customer information corresponding to the information field of the customer information input menu, and stores the customer information.

The customer information may include, for example, at least one or more telephone numbers (e.g., work phone, home phone, mobile phone, etc.), e-mail address, social network information (SNS), purchase information, Information, personality, hobby, interest information, disliked information, etc.).

At this time, it is possible to further input the staff information in the customer information.

The staff information may include, for example, at least one or more telephone numbers (e.g., work phone, home phone, mobile phone, etc.), e-mail address, and social network information (SNS).

And matches the customer information with the staff information.

The database 200 stores at least one of the received customer information, employee information, customer-employee matching information, and customer-employee activity information. In addition, the database 200 can additionally store information related to customers such as purchasing information, customer ratings, activity scores, and employee information, as they are newly created. That is, new information generated as the type and number of customer-employee activities increase is accumulated in the database 200 continuously.

This method of storing customer information is advantageous in that the customer does not feel rejection because the customer information is not input from the beginning at once, instead of taking a long time to accumulate the customer information. In addition, customer information is accumulated, and there is an advantage that the intimacy between the customer and the employee (or the company) increases together.

FIG. 3 is an exemplary diagram showing a more specific configuration of a customer and an employee activity connection section in FIG. 1; FIG.

3, the customer-employee connection and activity connection unit 300 includes a customer information detection unit 310, an employee information detection unit 320, a customer-employee connection unit 330, and a customer-employee activity detection unit 340 ).

If there is an employee connection request from any customer through an arbitrary connection means, the customer information detector 310 detects the arbitrary customer information and searches for the employee information matched to the arbitrary customer.

For example, when it is assumed that a certain customer calls a mobile communication agent (i.e., a representative telephone or a direct telephone) to request consultation, customer information corresponding to caller information (caller's telephone number) 200 and retrieves employee information for the customer searched in the database 200. [

At this time, the arbitrary customer may request a connection using e-mail, a social network (SNS), a bulletin board, or a text message instead of a telephone.

Of course, the arbitrary customer can call the representative number to directly ask for the employee to be changed, but in this case, the customer information is detected and the employee information for the customer is searched.

The employee information detection unit 320 detects the employee information when any client access request is made from any employee through an arbitrary connection means (e.g., e-mail, a social network (SNS), a bulletin board, And retrieves customer information requested by the employee.

For example, when it is assumed that a certain employee calls a customer to perform a publicity or a greeting, a mobile communication agent searches the database 200 for customer information corresponding to a telephone number of a receiver (customer) input by the employee.

At this time, the above-mentioned arbitrary employee may request the customer access using the e-mail, the social network (SNS), the bulletin board, or a text message instead of the telephone, or may respond to the request for the employee access to the customer.

The customer-employee connection unit 330 connects the customer who requests connection through the one of the connection means to the employee, or connects the employee who requests connection through the one of the connection means to the customer.

The customer-employee activity detecting unit 340 detects the activity performed between the customer and the employee connected with the customer through the one of the connecting means.

For example, the above-mentioned customer-employee activities may include, for example, greetings, greetings, new service promotion, new phone promotion, inconvenient consultation, inquiry, reservation, appointment fulfillment And a penalty charge.

The customer-employee activity illustrated above is illustratively set forth to facilitate an understanding of activities at a mobile communication agent, and is not intended to limit its activity. In the case of other companies (including small private stores or branch offices selling products or services), the types of activities should also vary.

The customer-employee activity detector 340 detects information (for example, activity information) included in a conversation (or e-mail, SNS, bulletin board, text, telephone conversation, etc.) A word set in advance so as to be inferred) is automatically detected to determine the customer-employee activity.

If the activity is performed by meeting (or face-to-face) between the customer and the employee (for example, returning used phone, purchasing accessories, purchasing a telephone, moving number, etc.) An employee may manually enter the activity. That is, the user can manually input the activity through the menu for selecting and inputting the customer-employee activity among the menu for customer management provided by the customer management server 500. Of course, it is obvious that all customer-employee activities can be manually entered through the menu for selecting and inputting the customer-employee activity.

The detected customer-employee activity is continuously accumulated in each customer information.

For example, the date (time) at which the customer-employee activity was made and the type of activity are continuously accumulated.

When the activity performed between the customer and the employee is detected as described above, the customer management and classification apparatus according to an embodiment of the present invention scores the activity and converts the degree of intimacy into a value that can be objectively judged. And sets the customer's rating using the converted value (i.e., the scored activity).

For example, customers with high customer-employee activity are converted to high scores of intimacy, while customers with low customer-employee activity are converted into low-degree of intimacy.

The customer classification and management unit 400 includes an activity-specific score conversion unit 410, a customer-specific score summing unit 420, a customer rating setting unit 430, and a rating-based service recommendation unit 440.

The activity-specific score conversion unit 410 converts the activity between the customer and the employee into a corresponding score using a predetermined score table (not shown).

Of course, the score corresponding to the customer-employee activity may be changed at any time.

For example, an activity that is important for improving intimacy is given a higher score, and a smaller activity having a lower impact on intimacy is given a lower score. Also, the higher the number of accumulated activities (number of times), the higher the score will be given.

The customer-specific score summing unit 420 sums all the scores corresponding to the accumulated activities (that is, activities converted into points) for each customer. For example, a customer with a high activity sum score has a high degree of intimacy between a customer and an employee, and a customer with a low total score of the activity has a low degree of intimacy between a customer and an employee.

The customer grade setting unit 430 compares the sum score with a predetermined reference value (i.e., a reference value preset for classifying the customer grade) to set the customer grade.

For example, if it is assumed that the reference value is set to be S grade when the reference value is 100 or more, A grade when the reference score is 80 or more, and B grade if the reference score is 60 or more, the customer corresponding to the score corresponding to the total score is set to the corresponding rating. That is, assuming that the aggregate score for any customer-employee activity is 88, that customer's customer grade is A grade.

It is a well-known fact that a discount rate is set to be high when a customer has a high customer rating even if they purchase the same product. In addition to this, the point rate is different depending on the customer grade, and the type of gifts presented may vary.

However, the customer grade is not always maintained, and if the total score for the accumulated activity over the certain period of time is lowered, the customer rating may naturally drop.

The setting or changing of the customer class may be performed periodically.

For example, monthly, quarterly, or semi-annually. Therefore, to maintain or improve customer ratings, customer-employee activities must continue.

The grade-level service proposing unit 440 proposes a service (e.g., a customer-related staff member, a manager, a business operator, etc.) to the customer based on the customer-level customer rating. Accordingly, the user can deliver or advertise the proposed service to the customer, which is converted into an activity score and accumulated in the customer information.

For example, the proposed service recommends information on the latest terminals or rate benefits to customers after a certain period of time (eg, 1 year, 2 years, 2 years, 6 months, etc.) It may be a suggestion service that induces the user.

In other words, customers with high customer ratings can determine that they have a high level of intimacy with their agents (or employees), and therefore, they can achieve a much higher success rate in marketing activities than customers with low customer ratings at the point of repurchase. have. In addition, for customers with low customer ratings, activities to improve customer ratings are prioritized, which can lead to more effective and smooth customer relations.

The customer management server 500 may display the customer management menu on a monitor screen (not shown) or display a service offered according to the customer rating on a monitor screen (not shown). Thus, a user (e.g., a customer representative, an administrator, a business operator, etc.) can schedule customer-employee activities using the information displayed on the monitor screen (not shown).

4 is an exemplary diagram illustrating a matching relationship between a customer and an employee of a customer management and classification apparatus according to an exemplary embodiment of the present invention.

As shown in FIG. 4, a customer management and classification apparatus according to an embodiment of the present invention is configured such that a staff member is set up for each customer, and the customer is managed by the staff member.

Of course, because the customer-employee activity is recorded in the customer information of the customer management server 500, any employee can perform the customer-employee activity by referring to the record, but if possible, the staff member (or a dedicated employee) It is desirable to set up (or match) a staff member in order to improve the intimacy with the customer.

However, basically, the customer management server 500 does not provide the right to access or use the customer information other than the employee matched with the customer.

However, the authority may be changed by the user (for example, provider 1, provider N). For example, if one employee leaves or is on vacation, another employee may have the authority to manage those customers (those who leave or are employees of vacation workers).

As described above, it is obvious that the score corresponding to the activity of the customer-employee performed after the matching between the staff member and the customer is continuously accumulated in the customer information.

Here, the user (e.g., provider 1, provider N) may be another agency (or enterprise). For example, one customer management server 500 can be jointly used by a plurality of agencies (or corporations) to manage their own customers, and the customer information of each user (e.g., provider 1, provider N) , The operator of another agency) can not access or use.

Also, since the customer management server 500 is provided on a web-based basis, each business entity (that is, an agency business entity) or an employee of the business entity can access customer information or use customer information by using a terminal connected to the Internet anytime and anywhere.

The customer management and classification apparatus and method according to an embodiment of the present invention can be implemented through the web-based customer management server 500. [

5 is a flowchart illustrating a method for managing and classifying a customer according to an embodiment of the present invention.

It is assumed that basic information including customer information and employee information (customer-employee matching information) is already stored in the database 200 of the customer management and classification apparatus according to an embodiment of the present invention.

The customer management and classification apparatus detects an activity performed between a customer and an employee (S101).

A separate interface device may be provided to detect an activity performed between the customer and the employee. For example, a caller information detecting apparatus or a telephone having a caller information detecting function.

The activity performed between the customer and the employee is objective information for determining the intimacy between the customer and the employee. However, the activity performed by the employee to maintain or improve the intimacy with the customer may be used as data for determining the individual performance or performance have. In other words, it can be used for both employee management and customer management.

As described above, the activity performed between the customer and the employee is converted into a score (S102).

As described above, the activity-score conversion table can be set in advance to convert the activity into a score. The type of activity and the number of performances are scored and stored as customer information through the activity-score conversion table.

The customer-employee activity score is accumulated cumulatively, and the summed activity score is periodically checked to give a customer rating corresponding to the activity score (S103).

In other words, the present invention is not a method of simply assigning a customer grade according to a purchase amount of a product (or a service) by a customer, but rather converting the degree of intimacy that is improved as the activity performed between the customer and the employee increases, It is the method to give the customer grade according to the figure.

As described above, the class assigned to each customer is maintained for a certain period (a period for giving the next customer class).

Estimated event occurrence for each customer during the predetermined period and detects a service available for each period / customer class (S104).

For example, the above-mentioned customer-specific events may include the disappearance or change of the customer's rating, the disappearance of accumulated points for each customer, the period when the customer's use of the purchased product is completed, It is a related event. And, the service that can be provided by the above-mentioned period / customer grade is a service related to providing a customer with a benefit when there is a discount period, a point accumulation rate change, or a gift giving event.

When the occurrence of the event by the customer is predicted or the service that can be provided by the period / customer class is detected, the service providing server proposes the detected event occurrence information and the service that can be provided to the user (e.g., customer staff, manager, S105).

Accordingly, the user can deliver the proposed service to the customer or promote the service.

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed embodiments, but, on the contrary, I will understand the point. Accordingly, the technical scope of the present invention should be defined by the following claims.

100: customer and employee matching unit 200: database
300: customer-employee connection and activity connection 310: customer information detector
320: employee information detection unit 330: customer-employee connection unit
340: customer-employee activity detection unit 400: customer classification and management unit
410: number of points converted by activity 420: total score of each customer
430: customer rating setting unit 440:

Claims (15)

A customer information input menu composed of information fields in which the web-based customer management server can input customer information is provided through a web browser screen, and customer information and charge information A customer and employee matching unit for inputting employee information and matching employee information for managing the customer;
Cumulatively stores customer information, employee information, matching information between customers and employees, and connection and activity information between customers and employees, and continuously accumulates new information generated as the number and frequency of connections and activities between customers and employees increases A database to store;
Detecting employee access requests and activities from a customer, connecting the employee with the matching employee to the customer, detecting the connection request and activity generated by the employee, and connecting the customer with the requesting customer A connecting portion; And
And a customer classification and management unit for scoring and summing the connections and activities between the customer and the employee, and classifying and managing the customer ratings according to the combined score,
The customer-employee connection and activity connection comprises:
A customer information detector for detecting any customer information for connecting a staff member who is matched to the customer when an employee access request is made from any customer through an arbitrary connection means;
An employee information detector for detecting the employee information to connect the customer information requested by the employee when there is a customer access request from any employee through an arbitrary connection means;
A customer-employee connection unit for connecting the requested customer to the responsible employee using the searched employee information or customer information, or for connecting the customer with the customer who is responsible for the connection request; And
A customer who detects the connection and activity between the customer and the employee and automatically detects the predetermined specific information included in the conversation exchanged between the customer and the employee through the arbitrary connection means and detects the connection and activity between the customer and the employee, An employee activity detection unit,
Wherein the customer classification and management unit comprises:
An activity-specific score conversion unit for converting a connection and activity between a customer and an employee into a corresponding score using a predetermined score table;
A customer-specific score summation unit for summing up scores corresponding to connections and activities between the customer and the employee accumulated for each customer;
The total score is compared with a preset reference value to set the customer rating, and the customer rating is adjusted according to the total score of the connection and activity between the customer and the employee accumulated for a predetermined period of a month, quarterly, half year, , A customer having a high total score of the connection and activity between the customer and the employee determines that the degree of intimacy between the customer and the employee is high and the customer having a low total score of the connection and activity between the customer and the employee is a customer- A customer rating setting unit for changing a customer rating by judging that the degree of intimacy is low and periodically setting or changing a customer rating; And
And a service-by-grade service proposing unit that predicts occurrence of an event by a customer for a predetermined period of time, detects a service that can be provided to the customer according to a period and a customer's rating, and suggests the service to an employee, an administrator, and a business person through a monitor screen connected to the customer management server In addition,
Wherein the optional connection means includes at least one of a telephone, an e-mail, a social network (SNS), a bulletin board, and a text message,
The customer information includes at least one of address, uniqueness, personality, hobby, interest information, and disliked information as a telephone number, an e-mail address, a social network information (SNS) Including,
The customer-specific events include events related to the disappearance or change of the customer's rating, the disappearance of accumulated points for each customer, the period when the use of the purchased product is completed or replaced, At least one of < RTI ID = 0.0 >
The service that can be provided to the customer according to the period and the customer grade includes at least one of a discount event, a point accumulation rate change, a gift giving event, and a service for providing a customer with a benefit,
The activity between the customer and the employee includes at least one of greetings, celebration greetings, new service promotion, new phone promotion, inconvenient consultation, inquiry call, consultation reservation, promise fulfillment, mobile phone money payment, Customer management and classification devices.
delete delete delete delete delete delete delete delete delete The customer-employee connection and activity connection detecting the connection and activity between the customer and the employee;
The customer classification and management unit converting the connection and activity between the customer and the employee into points;
The customer classification and management unit continuously accumulates the connection and activity scores between the customer and the employee and accumulates them in a database and periodically checks the sum of the connections between the customer and the employee and the activity score, ; And
And a step of the customer classification and management unit predicting occurrence of an event for each customer and detecting a service that can be provided for each period / customer grade, and suggesting the service to the user,
The step of detecting the connection and activity between the customer and the employee is to automatically detect predetermined specific information included in the conversation exchanged between the customer and the employee via the arbitrary connection means to detect the activity performed between the customer and the employee ,
The database accumulates customer information, employee information, matching information between the customer and the employee, and connection and activity information between the customer and the employee, and also stores new information generated as the number and frequency of connections and activities between the customer and the employee increases Are continuously accumulated,
The customer-employee connection and activity connection detects the employee access request and activity from the customer, connects the connection with the employee matched to the customer, detects the connection request and activity generated by the employee, The method comprising the steps of: detecting an arbitrary customer information through a customer information detecting unit to connect a staff member who is matched to the customer when an employee access request is made from an arbitrary customer through an arbitrary connecting means; If the client access request is made through the arbitrary connection means, the arbitrary employee information is detected through the employee information detector to connect the customer information requested by the arbitrary employee, The user who has requested the connection is connected to the staff member using information or customer information, A client-employee activity detecting unit for detecting a connection and an activity between the connected client and the employee, wherein the client-employee activity detecting unit detects a connection between the customer and the employee, Automatically detect specific information to detect connections and activities between customers and employees,
The customer classification and management unit scales the connection and activity between the customer and the employee, classifies and manages the customer grade according to the combined score, and controls the connection and activity between the customer and the employee through the activity- And the score corresponding to the connection and activity between the customer and the employee accumulated for each customer is summed up through the customer-specific score summing unit, and the total score is compared with the predetermined reference value to calculate the customer rating And adjusts the customer rating according to the total score of the connection and activity between the customer and the employee accumulated over a certain period of the month, quarterly, semi-annual, or yearly basis through the customer rating setting unit, A customer with a high total score of the activity judges that the degree of intimacy between the customer and the employee is high, A customer with a low total score of connection and activity between the circles changes the customer rating by judging that the degree of intimacy between the customer and the employee is low and periodically sets or changes the customer rating, Predicts the occurrence of an event by a customer during a period, detects a service that can be provided to a customer according to a period and a customer grade, and proposes the service to an employee, a manager, and a business operator through a monitor screen connected to the customer management server,
Wherein the optional connection means includes at least one of a telephone, an e-mail, a social network (SNS), a bulletin board, and a text message,
The customer-specific events include events related to the disappearance or change of the customer's rating, the disappearance of accumulated points for each customer, the period when the use of the purchased product is completed or replaced, At least one of < RTI ID = 0.0 >
The activity between the customer and the employee includes at least one of greetings, greetings, new service promotion, new phone promotion, inconvenient consultation, inquiry call, consultation reservation, promise fulfillment, mobile phone money payment,
The service that can be provided to the customer according to the period and the customer grade includes at least one of a discount event, a point accumulation rate change, a gift giving event, and a service for providing a customer with a benefit. Customer management and classification methods. delete delete delete delete

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