WO2021024449A1 - Customer classification system, customer classification method, and customer classification program - Google Patents

Customer classification system, customer classification method, and customer classification program Download PDF

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Publication number
WO2021024449A1
WO2021024449A1 PCT/JP2019/031335 JP2019031335W WO2021024449A1 WO 2021024449 A1 WO2021024449 A1 WO 2021024449A1 JP 2019031335 W JP2019031335 W JP 2019031335W WO 2021024449 A1 WO2021024449 A1 WO 2021024449A1
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customer
service
stage
classification
intimacy
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PCT/JP2019/031335
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French (fr)
Japanese (ja)
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敏宏 浅井
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株式会社ｓｕｋｉ
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Priority to PCT/JP2019/031335 priority Critical patent/WO2021024449A1/en
Publication of WO2021024449A1 publication Critical patent/WO2021024449A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising

Definitions

  • the present invention relates to a customer classification system, a customer classification method, and a customer classification program for classifying intimacy between a customer and a service according to the type of service.
  • Patent Document 1 it is not considered to follow up for each customer according to the type of service.
  • the service industry is, for example, logistics, construction, SNS (Social Networking Service), EC (Electronic Commerce), etc., and there is a large difference in the sense of distance and the degree of interaction between the customer and the service depending on the industry.
  • SNS Social Networking Service
  • EC Electronic Commerce
  • the inventor of the present invention generates a classification table that classifies the intimacy between the customer and the service in a stepwise format according to the type of service, analyzes the log of the customer using the service, and analyzes the customer.
  • a marketing method suitable for the determined stage of intimacy and extracting customers suitable for the marketing method specified by the service provider it is appropriate for the service provider. I focused on being able to give marketing advice.
  • the present invention provides a customer classification system, a customer classification method, and a customer classification program that appropriately classifies the intimacy between a customer and a service according to the type of service and proposes a marketing method. With the goal.
  • the present invention provides the following solutions.
  • the invention according to the first feature is It is a customer classification system that classifies the intimacy between customers and services according to the type of service.
  • a generation means for generating a classification table in which the intimacy between the customer and the service is classified in a stepwise format
  • the first acquisition means for acquiring the industry of the service and Setting means for setting judgment criteria according to the acquired industry
  • a second acquisition means for acquiring a log of the customer using the service
  • a determination means for analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
  • a determination means for determining which stage the customer classifies according to the determined result, and To provide a customer classification system characterized by being equipped with.
  • the classification table that classifies the intimacy between the customer and the service in a stepwise format is provided.
  • the generation means to be generated, the first acquisition means to acquire the industry of the service, the setting means to set the judgment criteria according to the acquired industry, and the first to acquire the log in which the customer uses the service.
  • 2 Acquisition means a determination means that analyzes the acquired log, and determines in which stage the customer is not classified in the generated classification table according to the set determination criteria.
  • a determination means for determining which stage the customer classifies according to the determined result is provided.
  • the invention according to the first feature is a category of a customer classification system, but the same action and effect can be obtained even with a customer classification method and a customer classification program.
  • the invention according to the second feature is a customer classification system which is an invention according to the first feature.
  • the service provider in the customer classification system according to the first feature, is provided with a marketing method according to the industry of the service and the determined stage. It is provided with a means for providing a marketing method to be provided.
  • the invention according to the third feature is a customer classification system which is an invention according to the first or second feature.
  • a customer extraction means for extracting customers suitable for the marketing method specified by the service provider according to the determined stage, and To provide a customer classification system characterized by being equipped with.
  • a customer suitable for the marketing method specified by the service provider is placed at the determined stage. It is provided with a customer extraction means for extracting according to the situation.
  • the invention according to the fourth feature is a customer classification system which is an invention according to any one of the first to third features.
  • the feedback acquisition means for acquiring feedback from the service provider to the determined stage. And, by machine learning the acquired feedback as teacher data, the determination accuracy of the determination means is improved.
  • the invention according to the fifth feature is In the customer classification method that classifies the intimacy between customers and services according to the type of service
  • the step of generating a classification table that classifies the intimacy between the customer and the service in a stepwise format Steps to acquire the industry of the service and The step of setting the judgment criteria according to the acquired industry and The step of acquiring the log of the customer using the service, and A step of analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
  • a step of determining which stage the customer classifies according to the determined result and Provide a customer classification method characterized by the provision of.
  • the invention according to the sixth feature is A customer classification system that classifies the intimacy between customers and services according to the type of service. Steps to generate a classification table that classifies the intimacy between the customer and the service in a stepwise format, Steps to acquire the industry of the service, Steps to set criteria according to the acquired industry, A step of acquiring a log of the customer using the service, A step of analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria. A step of determining which stage the customer classifies according to the determined result, Provide a program to execute.
  • the present invention it is possible to provide a customer classification system, a customer classification method, and a customer classification program that appropriately classify the intimacy between a customer and a service according to the type of service and provide a marketing method. It becomes.
  • FIG. 1 is a schematic view of a preferred embodiment of the present invention.
  • the customer classification system may be composed of a computer 100, a service provider 200, a customer 300, and a communication network 400.
  • the computer 100 is a device capable of operating the customer classification system.
  • a desktop personal computer is shown here, it may be a server, a laptop computer, a smartphone, a tablet terminal, a wearable device, a smart watch, or the like.
  • the number is not limited to one and may be plural. It may also be a virtual machine.
  • the computer 100 includes a control unit 110, a communication unit 120, a storage unit 130, an input unit 140, and an output unit 150.
  • the control unit 110 includes a generation means 111, a first acquisition means 112, a setting means 113, a second acquisition means 114, a determination means 115, and a determination means 116.
  • the control unit 110 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed to realize each means.
  • the service provider 200 is a company that provides services to the customer 300, and is a user who uses the customer classification system. It is assumed that the service provider 200 can access the customer classification system via a terminal or the like possessed by the service provider 200.
  • the customer 300 is a customer who uses the service provided by the service provider 200, or a future customer who is expected to use the service. It is assumed that the customer 300 can use the service of the service provider 200 through the terminal or the like possessed by the customer 300.
  • the communication network 400 is a network such as the Internet that enables communication between the computer 100, the service provider 200, and the customer 300. Although it is shown here that the computer 100 and the customer 300 can directly communicate with each other, the communication between the computer 100 and the customer 300 may be performed only through the service provider 200.
  • the generation means 111 of the computer 100 generates a classification table in which the intimacy between the customer and the service is classified in a stepwise format (step S101).
  • FIG. 4 is an example of nine classifications in which the intimacy between customers and services is classified in a stepwise format.
  • FIG. 5 is an example of the distance between the customer and the service when the intimacy between the customer and the service is classified into 9 levels. The closer the customer and service are, the closer they are to the stage of intimacy. For example, “[Stage 3]: I'm interested” has a distance of 6 between the customer and the service, “[Stage 4]: I have an unpleasant feeling” has a distance of 8 between the customer and the service, and " The distance between the customer and the service is closer than the distance between the customer and the service of "[Stage 7]: I hate the other party".
  • the first acquisition means 112 of the computer 100 then acquires the service industry from the service provider 200 (step S102).
  • the service industry is, for example, logistics, construction, SNS, EC, and the like.
  • it may be automatically acquired by analyzing the keywords in the service of the service provider 200 and specifying the industry, or the service industry may be applied to the terminal used by the service provider 200. May be displayed as an option, from which the appropriate one may be manually selected.
  • the setting means 113 of the computer 100 sets the determination criteria according to the type of industry acquired in step S102 (step S103).
  • the determination standard here is a standard for determining which stage of the classification table generated in step S101 belongs to. Since there is a large difference in the sense of distance and the degree of interaction between customers and services depending on the type of industry, it is necessary to establish judgment criteria according to the difference in order to properly classify the stages. For example, customers in the construction industry receive fewer inquiries than customers in the EC industry, so the criteria (threshold value) for the number of times to determine whether or not the stage is higher is set smaller. ..
  • the second acquisition means 114 of the computer 100 acquires a log in which the customer 300 uses the service provided by the service provider 200 (step S104).
  • the service usage log is a log for analyzing and estimating how and how much the service is used, such as an operation log, a support inquiry log, an email log, a login log, and the like. Further, in FIG. 1, although the computer 100 is shown to acquire the service usage log directly from the customer 300, the service usage log may be acquired via the service provider 200.
  • the determination means 115 of the computer 100 analyzes the log acquired in step S104, and sets in step S103 which stage the customer 300 is not classified in the classification table generated in step S101. Judgment is made according to the determination criteria (step S105). To determine which stage is not classified according to the criterion is to use the elimination method. For example, for the past six months, I logged in once or twice a month, and when I logged in, I exchanged many support inquiries, so "[Stage 1: I don't know” and "[Stage 2]. ]: I know "can be erased, etc. It is assumed that the date and time, the number of times, the contents, etc. are acquired from the usage log, and it is determined whether or not the lower stages can be deleted in order from the stage 1 in comparison with the judgment criteria.
  • the determination means 116 of the computer 100 determines to which stage the customer classifies according to the result determined in step S105 (step S106). For example, in the determination of step 105, if the stages 1 and 2 can be erased, it is determined that the classification can be classified as "[stage 3]: interested". In the present invention, since the classification of intimacy is a stage, if the stages 1 and 2 can be eliminated, it is possible to naturally determine the stage 3.
  • a customer classification system As described above, according to the present invention, a customer classification system, a customer classification method, and a customer classification program that appropriately classify the intimacy between a customer and a service and provide a marketing method according to the type of service are provided. It will be possible to provide.
  • FIG. 2 is an outline of the customer classification system and a functional block diagram of the computer 100.
  • the customer classification system includes a computer 100, a service provider 200, a customer 300, and a communication network 400.
  • the computer 100 is a device capable of operating the customer classification system. Although a desktop personal computer is shown here, it may be a server, a laptop computer, a smartphone, a tablet terminal, a wearable device, a smart watch, or the like. The number is not limited to one and may be plural. It may also be a virtual machine.
  • the computer 100 includes a control unit 110, a communication unit 120, a storage unit 130, an input unit 140, and an output unit 150.
  • the computer 100 includes a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like as the control unit 110.
  • the control unit 110 includes a generation means 111, a first acquisition means 112, a setting means 113, a second acquisition means 114, a determination means 115, and a determination means 116.
  • the control unit 110 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed to realize each means.
  • the computer 100 includes a device for enabling communication with the service provider 200 and the customer 300 as the communication unit 120.
  • the communication method may be wired or wireless. Further, communication between the computer 100 and the customer 300 may be performed only through the service provider 200.
  • the computer 100 includes a data storage unit as a storage unit 130, and stores necessary data such as the acquired service industry and service usage log.
  • the storage unit 130 may be an external cloud service or the like.
  • the computer 100 includes a device for realizing input as an input unit 140. Examples are keyboards, mice, touch panels, pen tablets, microphones and the like.
  • the computer 100 includes a device for realizing output as an output unit 150. Examples are displays, speakers and the like.
  • the service provider 200 is a company that provides services to the customer 300, and is a user who uses the customer classification system. It is assumed that the service provider 200 can access the customer classification system via a terminal or the like possessed by the service provider 200.
  • the customer 300 is a customer who uses the service provided by the service provider 200, or a future customer who is expected to use the service. It is assumed that the customer 300 can use the service of the service provider 200 through the terminal or the like possessed by the customer 300.
  • the communication network 400 is a network such as the Internet that enables communication between the computer 100, the service provider 200, and the customer 300. Although it is shown here that the computer 100 and the customer 300 can directly communicate with each other, the communication between the computer 100 and the customer 300 may be performed only through the service provider 200.
  • FIG. 3 is a flowchart of the customer classification process. The process executed by each of the above-mentioned means will be described in this flowchart. Further, here, the flow in the case where the computer 100 acquires the service usage log of the customer 300 via the service provider 200 is described.
  • the generation means 111 of the computer 100 generates a classification table in which the intimacy between the customer and the service is classified in a stepwise format (step S301).
  • the generation of the classification table in step S301 does not necessarily have to be performed every time, and may be performed at the start of operation of the customer classification system.
  • FIG. 4 is an example of nine classifications in which the intimacy between customers and services is classified in a stepwise format.
  • FIG. 5 is an example of the distance between the customer and the service when the intimacy between the customer and the service is classified into 9 levels. The closer the customer and service are, the closer they are to the stage of intimacy. For example, “[Stage 3]: I'm interested” has a distance of 6 between the customer and the service, “[Stage 4]: I have an unpleasant feeling” has a distance of 8 between the customer and the service, and " The distance between the customer and the service is closer than the distance between the customer and the service of "[Stage 7]: I hate the other party".
  • the service provider 200 logs in to the customer classification system (step S302).
  • the service provider 200 can be identified by performing the login process. It is assumed that the account information and the authentication information necessary for logging in are transmitted to the computer 100 together with the login request.
  • the account information is a company name, an ID, etc.
  • the authentication information is a password, a passphrase, etc.
  • necessary information such as the number of 300 customers who want to be classified by the customer classification system may be transmitted.
  • the login process here does not limit the present invention, and it is assumed that existing technology can be used.
  • the first acquisition means 112 of the computer 100 acquires the service industry from the service provider 200 (step S303).
  • the service industry is, for example, logistics, construction, SNS, EC, and the like.
  • it may be automatically acquired by analyzing the keywords in the service of the service provider 200 and specifying the industry, or the service industry may be applied to the terminal used by the service provider 200. May be displayed as an option, from which the appropriate one may be manually selected.
  • the setting means 113 of the computer 100 sets the determination criteria according to the type of industry acquired in step S303 (step S304).
  • the determination standard here is a standard for determining which stage of the classification table generated in step S301 belongs to. Since there is a large difference in the sense of distance and the degree of interaction between customers and services depending on the type of industry, it is necessary to establish judgment criteria according to the difference in order to properly classify the stages. For example, customers in the construction industry receive fewer inquiries than customers in the EC industry, so the criteria (threshold value) for the number of times to determine whether or not the stage is higher is set smaller. ..
  • the second acquisition means 114 of the computer 100 acquires a log in which the customer 300 uses the service provided by the service provider 200 (step S305).
  • the service usage log is a log for analyzing and estimating how and how much the service is used, such as an operation log, a support inquiry log, an email log, a login log, and the like.
  • the flowchart of FIG. 3 shows a flow in the case of acquiring the service usage log via the service provider 200, the usage log may be acquired directly from the customer 300. In that case, it is necessary to obtain information from the service provider 200 for identifying the customer 300 and performing communication in advance.
  • the determination means 115 of the computer 100 analyzes the log acquired in step S305, and sets in step S304 which stage the customer 300 is not classified in the classification table generated in step S301. Judgment is made according to the determination criteria (step S306). To determine which stage is not classified according to the criterion is to use the elimination method. For example, for the past six months, I logged in once or twice a month, and when I logged in, I exchanged many support inquiries, so "[Stage 1: I don't know” and "[Stage 2]. ]: I know "can be erased, etc. It is assumed that the date and time, the number of times, the contents, etc. are acquired from the usage log, and it is determined whether or not the lower stages can be deleted in order from stage 1 in comparison with the judgment criteria.
  • the determination means 116 of the computer 100 determines to which stage the customer classifies according to the result determined in step S306 (step S307). For example, in the determination of step 306, if the stages 1 and 2 can be erased, it is determined that the classification can be classified as "[stage 3]: interested". In the present invention, since the classification of intimacy is a stage, if the stages 1 and 2 can be eliminated, it is possible to naturally determine the stage 3.
  • the determination means 116 of the computer 100 transmits the classification result of the customer 300 determined in step S307 to the service provider 200 (step S308).
  • the service provider 200 transmits the classification result of the customer 300 determined in step S307 to the service provider 200 (step S308).
  • the service provider 200 receives the classification result of the customer 300 from the computer 100 (step S309).
  • the service provider 200 can perform optimal marketing based on the classification result of which stage the customer 300 belongs to.
  • a customer classification system As described above, according to the present invention, a customer classification system, a customer classification method, and a customer classification program that appropriately classify the intimacy between a customer and a service and provide a marketing method according to the type of service are provided. It will be possible to provide.
  • the customer classification system may provide the service provider 200 with an appropriate marketing method according to the stage of the service industry and the determined customer 300.
  • FIG. 6 is an outline of the customer classification system and a functional block diagram of the computer 100 when the marketing method providing means 117, the customer extracting means 118, and the feedback acquiring means 119 are provided.
  • the control unit 110 is provided with the marketing method providing means 117.
  • the marketing method providing means 117 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed.
  • FIG. 7 is an example of appropriate marketing methods and contents at each stage when the intimacy between customers and services is classified into 9 stages. For example, if the stage of customer 300 is "[stage 3]: I'm interested", WEB advertisement or email is appropriate as a marketing method, and the content is for understanding the service. , Shows that it is useful to convey a large number of use cases. FIG. 7 is just an example, and the appropriate marketing method and content at each stage may include more detailed content for each service industry.
  • the marketing method providing means 117 transmits the marketing method and the contents to the service provider 200 at the time of transmitting the classification result of FIG. 3 (step S308) or at the timing requested by the service provider 200. It shall be provided.
  • the customer classification system may extract and provide the customer 300 suitable for the marketing method specified by the service provider 200 according to the classification stage of the customer 300.
  • FIG. 6 is an outline of the customer classification system and a functional block diagram of the computer 100 when the marketing method providing means 117, the customer extracting means 118, and the feedback acquiring means 119 are provided.
  • the control unit 110 is provided with the customer extraction means 118 in addition to the configuration of the customer classification system of FIG.
  • the customer extraction means 118 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed.
  • FIG. 8 is an example of a table showing appropriate stages for marketing methods.
  • the service provider 200 specifies that he / she wants to carry out marketing by DM (Direct Mail)
  • the customer 300 for which DM is optimal is in stages 8 and 9, so the customer extraction means 118 is shown in FIG.
  • the service provider 200 can advertise to the customer 300 suitable for the marketing method, and the cost effectiveness of marketing can be improved. Can be improved.
  • the marketing method is e-mail
  • the optimum classification is stage 5 and stage 6, and the good classification is stage 3 and stage 4. In this way, by preparing not only the optimum classification stage but also the good classification stage, if the service provider 200 wants to advertise to more customers 300, the good classification is performed. It is possible to extract and provide the customer 300 belonging to the stage of.
  • the customer classification system may have a function of improving the determination accuracy of the determination means 116 by acquiring feedback from the service provider 200 for the stage of the customer 300 and machine learning the acquired feedback as teacher data. ..
  • FIG. 6 is an outline of the customer classification system and a functional block diagram of the computer 100 when the marketing method providing means 117, the customer extracting means 118, and the feedback acquiring means 119 are provided.
  • the control unit 110 is provided with the feedback acquisition means 119 in addition to the configuration of the customer classification system of FIG.
  • the feedback acquisition means 119 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed.
  • FIG. 9 is an example of a screen for obtaining feedback from the service provider 200.
  • the feedback acquisition means 119 sends and receives data for acquiring feedback at an appropriate timing after providing the classification result to the service provider 200.
  • the screen of FIG. 9 is an example thereof, and feedback is obtained by displaying the screen on the terminal used by the service provider 200 and having the service provider 200 input the information. Then, the determination accuracy of the determination means 116 is improved by machine learning the acquired feedback as teacher data.
  • the present invention is not limited to the method of machine learning, and it is assumed that the existing supervised learning technique can be used. In the example shown in Fig. 9, "(1) Was the classification stage appropriate? Please evaluate on a 10-point scale. (2) Was the proposed marketing method effective? Please evaluate on a 10-point scale.

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Abstract

[Problem] To provide a customer classification system that appropriately classifies an intimacy degree between a customer and service in accordance with a type of the service and proposes a method of marketing. [Solution] A customer classification system that classifies a degree of intimacy between a customer and service in accordance with a type of the service comprises: a generation means 111 that generates a classification table in which the degree of intimacy between the customer and the service is classified in a grade form; a first acquisition means 112 that acquires the type of the service; a setting means 113 that sets a determination criteria in accordance with the acquired type; a second acquisition means 114 that acquires a log of service indicating the use by the customer; a determination means 115 that analyzes the acquired log and determines, in accordance with the set determination criteria, a grade of the generated classification table into which the customer will not be classified; and a decision means 116 that decides, in accordance with the determined result, a grade into which the customer will be classified.

Description

顧客分類システム、顧客分類方法、及び顧客分類プログラムCustomer classification system, customer classification method, and customer classification program
　本発明は、サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類システム、顧客分類方法、及び顧客分類プログラムに関する。 The present invention relates to a customer classification system, a customer classification method, and a customer classification program for classifying intimacy between a customer and a service according to the type of service.
　近年、マーケティングの技術が注目されている。例えば、ネットワークを介して、顧客が顧客装置の使用を開始してから所定期間における顧客による顧客装置の操作履歴に関する情報を収集して、その操作履歴に基づいてその顧客による顧客装置の使用態様を分析して、その使用態様に基づいて、その顧客を、類型化された複数のクラスタのうち特定のクラスタに分類して、特定のクラスタに対して設定されたフォロー行動を、特定のクラスタに分類された顧客に対するフォロー行動として決定して、顧客による顧客装置の使用態様に応じて顧客毎に適切かつきめ細かなフォローを行う技術が提供されている（特許文献１）。 In recent years, marketing technology has been attracting attention. For example, through the network, information on the operation history of the customer device by the customer in a predetermined period after the customer starts using the customer device is collected, and the usage mode of the customer device by the customer is determined based on the operation history. Analyze and classify the customer into a specific cluster out of multiple categorized clusters based on their usage, and classify follow-up behaviors set for a particular cluster into a particular cluster. Provided is a technique for determining as a follow-up action for a customer and performing appropriate and detailed follow-up for each customer according to the usage mode of the customer device by the customer (Patent Document 1).
特開２０１７－１１１５０２号JP-A-2017-111502
　しかしながら、特許文献１の技術では、サービスの業種に応じて、顧客毎にフォローを行うことまでは考えられていない。サービスの業種とは、例えば、物流、建設、ＳＮＳ（Ｓｏｃｉａｌ　Ｎｅｔｗｏｒｋｉｎｇ　Ｓｅｒｖｉｃｅ）、ＥＣ（Ｅｌｅｃｔｒｏｎｉｃ　Ｃｏｍｍｅｒｃｅ）等であり、業種によって顧客とサービスとの距離感や交流度合いには、大きな差がある。顧客に対して効果的なマーケティングを行うためには、サービスの業種に応じて、顧客とサービスとの親密度を鑑みながら、マーケティングの手法を決定することが重要である。 However, in the technology of Patent Document 1, it is not considered to follow up for each customer according to the type of service. The service industry is, for example, logistics, construction, SNS (Social Networking Service), EC (Electronic Commerce), etc., and there is a large difference in the sense of distance and the degree of interaction between the customer and the service depending on the industry. In order to carry out effective marketing to customers, it is important to determine the marketing method in consideration of the intimacy between the customer and the service according to the type of service.
　この課題に対し、本発明の発明者は、サービスの業種に応じて顧客とサービスとの親密度を段階形式で分類した分類表を生成し、顧客がサービスを利用したログを解析して、顧客がどの段階に分類されないかを、消去法で判定することで、顧客とサービスの親密度を的確に決定できることに着目した。また、決定された親密度の段階に応じて適したマーケティング手法を提供することや、サービスの提供者が指定したマーケティング手法に適した顧客を抽出することで、サービスの提供者に対して適切にマーケティングのアドバイスを行えることに着目した。さらに、サービスの提供者から、顧客とサービスとの親密度の分類が適切であったかのフィードバックを取得し、フィードバックされた内容を教師データとして機械学習することで、判定の精度を向上させることが可能であることにも着目した。 In response to this problem, the inventor of the present invention generates a classification table that classifies the intimacy between the customer and the service in a stepwise format according to the type of service, analyzes the log of the customer using the service, and analyzes the customer. We focused on the fact that the intimacy between customers and services can be accurately determined by determining which stage is not classified by the elimination method. In addition, by providing a marketing method suitable for the determined stage of intimacy and extracting customers suitable for the marketing method specified by the service provider, it is appropriate for the service provider. I focused on being able to give marketing advice. Furthermore, it is possible to improve the accuracy of judgment by obtaining feedback from the service provider as to whether the classification of intimacy between the customer and the service was appropriate and machine learning the feedback content as teacher data. I also paid attention to that.
　このように、本発明は、サービスの業種に応じて、適切に顧客とサービスとの親密度を分類し、マーケティングの手法を提案する顧客分類システム、顧客分類方法、及び顧客分類プログラムを提供することを目的とする。 As described above, the present invention provides a customer classification system, a customer classification method, and a customer classification program that appropriately classifies the intimacy between a customer and a service according to the type of service and proposes a marketing method. With the goal.
　本発明では、以下のような解決手段を提供する。 The present invention provides the following solutions.
　第１の特徴に係る発明は、
　サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類システムであって、
　前記顧客とサービスとの親密度を段階形式で分類した分類表を生成する生成手段と、
　前記サービスの業種を取得する第１取得手段と、
　前記取得された業種に応じて、判定基準を設定する設定手段と、
　前記顧客が前記サービスを利用したログを取得する第２取得手段と、
　前記取得されたログを解析して、前記生成された分類表の内、前記顧客がどの段階に分類されないかを、前記設定された判定基準に応じて判定する判定手段と、 
　前記判定された結果に応じて、前記顧客がどの段階に分類するのかを決定する決定手段と、
　を備えることを特徴とする顧客分類システムを提供する。 The invention according to the first feature is
It is a customer classification system that classifies the intimacy between customers and services according to the type of service.
A generation means for generating a classification table in which the intimacy between the customer and the service is classified in a stepwise format,
The first acquisition means for acquiring the industry of the service and
Setting means for setting judgment criteria according to the acquired industry, and
A second acquisition means for acquiring a log of the customer using the service, and
A determination means for analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
A determination means for determining which stage the customer classifies according to the determined result, and
To provide a customer classification system characterized by being equipped with.
　第１の特徴に係る発明によれば、サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類システムに、前記顧客とサービスとの親密度を段階形式で分類した分類表を生成する生成手段と、前記サービスの業種を取得する第１取得手段と、前記取得された業種に応じて、判定基準を設定する設定手段と、前記顧客が前記サービスを利用したログを取得する第２取得手段と、前記取得されたログを解析して、前記生成された分類表の内、前記顧客がどの段階に分類されないかを、前記設定された判定基準に応じて判定する判定手段と、前記判定された結果に応じて、前記顧客がどの段階に分類するのかを決定する決定手段と、を備える。 According to the invention according to the first feature, in the customer classification system that classifies the intimacy between the customer and the service according to the type of service, the classification table that classifies the intimacy between the customer and the service in a stepwise format is provided. The generation means to be generated, the first acquisition means to acquire the industry of the service, the setting means to set the judgment criteria according to the acquired industry, and the first to acquire the log in which the customer uses the service. 2 Acquisition means, a determination means that analyzes the acquired log, and determines in which stage the customer is not classified in the generated classification table according to the set determination criteria. A determination means for determining which stage the customer classifies according to the determined result is provided.
　第１の特徴に係る発明は、顧客分類システムのカテゴリであるが、顧客分類方法、及び顧客分類プログラムであっても同様の作用、効果を奏する。 The invention according to the first feature is a category of a customer classification system, but the same action and effect can be obtained even with a customer classification method and a customer classification program.
　第２の特徴に係る発明は、第１の特徴に係る発明である顧客分類システムであって、
　前記サービスの提供者に対し、前記サービスの業種と前記決定された段階とに応じたマーケティング手法を提供するマーケティング手法提供手段と、
　を備えることを特徴とする顧客分類システムを提供する。 The invention according to the second feature is a customer classification system which is an invention according to the first feature.
A marketing method providing means for providing a marketing method according to the type of industry of the service and the determined stage to the service provider, and
To provide a customer classification system characterized by being equipped with.
　第２の特徴に係る発明によれば、第１の特徴に係る発明である顧客分類システムにおいて、前記サービスの提供者に対し、前記サービスの業種と前記決定された段階とに応じたマーケティング手法を提供するマーケティング手法提供手段と、を備える。 According to the invention according to the second feature, in the customer classification system according to the first feature, the service provider is provided with a marketing method according to the industry of the service and the determined stage. It is provided with a means for providing a marketing method to be provided.
　第３の特徴に係る発明は、第１又は第２の特徴に係る発明である顧客分類システムであって、
　前記サービスの提供者が指定したマーケティング手法に適した顧客を、前記決定された段階に応じて抽出する顧客抽出手段と、
　を備えることを特徴とする顧客分類システムを提供する。 The invention according to the third feature is a customer classification system which is an invention according to the first or second feature.
A customer extraction means for extracting customers suitable for the marketing method specified by the service provider according to the determined stage, and
To provide a customer classification system characterized by being equipped with.
　第３の特徴に係る発明によれば、第１又は第２の特徴に係る発明である顧客分類システムにおいて、前記サービスの提供者が指定したマーケティング手法に適した顧客を、前記決定された段階に応じて抽出する顧客抽出手段と、を備える。 According to the invention according to the third feature, in the customer classification system which is the invention according to the first or second feature, a customer suitable for the marketing method specified by the service provider is placed at the determined stage. It is provided with a customer extraction means for extracting according to the situation.
　第４の特徴に係る発明は、第１から第３のいずれかの特徴に係る発明である顧客分類システムであって、
　前記サービスの提供者から前記決定された段階に対するフィードバックを取得するフィードバック取得手段と、
　を備え、前記取得されたフィードバックを教師データとして機械学習することで、前記判定手段の判定精度を向上させることを特徴とする顧客分類システムを提供する。 The invention according to the fourth feature is a customer classification system which is an invention according to any one of the first to third features.
A feedback acquisition means for acquiring feedback from the service provider on the determined stage, and
Provided is a customer classification system characterized in that the determination accuracy of the determination means is improved by machine learning the acquired feedback as teacher data.
　第４の特徴に係る発明によれば、第１から第３のいずれかの特徴に係る発明である顧客分類システムにおいて、前記サービスの提供者から前記決定された段階に対するフィードバックを取得するフィードバック取得手段と、を備え、前記取得されたフィードバックを教師データとして機械学習することで、前記判定手段の判定精度を向上させる。 According to the invention according to the fourth feature, in the customer classification system which is the invention according to any one of the first to third features, the feedback acquisition means for acquiring feedback from the service provider to the determined stage. And, by machine learning the acquired feedback as teacher data, the determination accuracy of the determination means is improved.
　第５の特徴に係る発明は、
　サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類方法において、
　前記顧客とサービスとの親密度を段階形式で分類した分類表を生成するステップと、
　前記サービスの業種を取得するステップと、
　前記取得された業種に応じて、判定基準を設定するステップと、
　前記顧客が前記サービスを利用したログを取得するステップと、
　前記取得されたログを解析して、前記生成された分類表の内、前記顧客がどの段階に分類されないかを、前記設定された判定基準に応じて判定するステップと、
　前記判定された結果に応じて、前記顧客がどの段階に分類するのかを決定するステップと、
　を備えることを特徴とする顧客分類方法を提供する。 The invention according to the fifth feature is
In the customer classification method that classifies the intimacy between customers and services according to the type of service
The step of generating a classification table that classifies the intimacy between the customer and the service in a stepwise format,
Steps to acquire the industry of the service and
The step of setting the judgment criteria according to the acquired industry and
The step of acquiring the log of the customer using the service, and
A step of analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
A step of determining which stage the customer classifies according to the determined result, and
Provide a customer classification method characterized by the provision of.
　第６の特徴に係る発明は、
　サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類システムに、
　前記顧客とサービスとの親密度を段階形式で分類した分類表を生成するステップ、
　前記サービスの業種を取得するステップ、
　前記取得された業種に応じて、判定基準を設定するステップ、
　前記顧客が前記サービスを利用したログを取得するステップ、
　前記取得されたログを解析して、前記生成された分類表の内、前記顧客がどの段階に分類されないかを、前記設定された判定基準に応じて判定するステップ、
　前記判定された結果に応じて、前記顧客がどの段階に分類するのかを決定するステップ、
　を実行させるためのプログラムを提供する。 The invention according to the sixth feature is
A customer classification system that classifies the intimacy between customers and services according to the type of service.
Steps to generate a classification table that classifies the intimacy between the customer and the service in a stepwise format,
Steps to acquire the industry of the service,
Steps to set criteria according to the acquired industry,
A step of acquiring a log of the customer using the service,
A step of analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
A step of determining which stage the customer classifies according to the determined result,
Provide a program to execute.
　本発明によれば、サービスの業種に応じて、適切に顧客とサービスとの親密度を分類し、マーケティングの手法を提供する顧客分類システム、顧客分類方法、及び顧客分類プログラムを提供することが可能となる。 According to the present invention, it is possible to provide a customer classification system, a customer classification method, and a customer classification program that appropriately classify the intimacy between a customer and a service according to the type of service and provide a marketing method. It becomes.
本発明の好適な実施形態の概要図である。It is a schematic diagram of a preferable embodiment of this invention. 顧客分類システムの概要と、コンピュータ１００の機能ブロック図である。It is the outline of the customer classification system, and the functional block diagram of the computer 100. 顧客分類処理のフローチャート図である。It is a flowchart of the customer classification process. 顧客とサービスとの親密度を段階形式で分類した９分類の一例である。This is an example of nine categories that classify the intimacy between customers and services in a graded format. 顧客とサービスとの親密度を９段階に分類した場合の、顧客とサービスとの距離の一例である。This is an example of the distance between the customer and the service when the intimacy between the customer and the service is classified into nine stages. マーケティング手法提供手段１１７、顧客抽出手段１１８、フィードバック取得手段１１９を備える場合の、顧客分類システムの概要と、コンピュータ１００の機能ブロック図である。It is the outline of the customer classification system and the functional block diagram of the computer 100 when the marketing method providing means 117, the customer extraction means 118, and the feedback acquisition means 119 are provided. 顧客とサービスとの親密度を９段階に分類した場合の、各段階における適切なマーケティング手法と内容の一例である。This is an example of appropriate marketing methods and contents at each stage when the intimacy between customers and services is classified into 9 stages. マーケティング手法に対して適切な段階を示す表の一例である。This is an example of a table showing the appropriate steps for a marketing method. サービス提供者２００からのフィードバックを取得するための画面の一例である。This is an example of a screen for obtaining feedback from the service provider 200.
　以下、本発明を実施するための最良の形態について図を参照しながら説明する。なお、これはあくまでも一例であって、本発明の技術的範囲はこれに限られるものではない。 Hereinafter, the best mode for carrying out the present invention will be described with reference to the drawings. It should be noted that this is only an example, and the technical scope of the present invention is not limited to this.
　［顧客分類システムの概要］
　図１は、本発明の好適な実施形態の概要図である。この図１に基づいて、本発明の概要を説明する。顧客分類システムは、図２に示すように、コンピュータ１００、サービス提供者２００、顧客３００、通信網４００から構成されてよい。コンピュータ１００は、顧客分類システムを運用可能な装置であるとする。ここでは、デスクトップ型パソコンを図示しているが、サーバ、ノートパソコン、スマートフォン、タブレット端末、ウェアラブルデバイス、スマートウォッチ等であってよい。数は一つに限らず複数であってもよい。また、仮想マシンであってもよい。コンピュータ１００は、制御部１１０、通信部１２０、記憶部１３０、入力部１４０、出力部１５０、から構成される。制御部１１０には、生成手段１１１、第１取得手段１１２、設定手段１１３、第２取得手段１１４、判定手段１１５、決定手段１１６を備える。制御部１１０は、各手段の実現のために、必要に応じて通信部１２０、記憶部１３０、入力部１４０、出力部１５０と協働する。サービス提供者２００は、顧客３００に対してサービスを提供する業者であり、顧客分類システムを利用するユーザである。サービス提供者２００は、所持する端末等を介して、顧客分類システムにアクセス可能であるものとする。顧客３００は、サービス提供者２００の提供するサービスを利用する顧客、又は、利用することが期待される未来の顧客である。顧客３００は、所持する端末等を介して、サービス提供者２００のサービスを利用可能であるものとする。通信網４００は、コンピュータ１００とサービス提供者２００と顧客３００間の通信を可能とするインターネット等のネットワークである。ここでは、コンピュータ１００と顧客３００が直接通信可能であるように図示しているが、コンピュータ１００と顧客３００間の通信は、サービス提供者２００を介してのみ行ってもよい。 [Overview of customer classification system]
FIG. 1 is a schematic view of a preferred embodiment of the present invention. The outline of the present invention will be described with reference to FIG. As shown in FIG. 2, the customer classification system may be composed of a computer 100, a service provider 200, a customer 300, and a communication network 400. It is assumed that the computer 100 is a device capable of operating the customer classification system. Although a desktop personal computer is shown here, it may be a server, a laptop computer, a smartphone, a tablet terminal, a wearable device, a smart watch, or the like. The number is not limited to one and may be plural. It may also be a virtual machine. The computer 100 includes a control unit 110, a communication unit 120, a storage unit 130, an input unit 140, and an output unit 150. The control unit 110 includes a generation means 111, a first acquisition means 112, a setting means 113, a second acquisition means 114, a determination means 115, and a determination means 116. The control unit 110 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed to realize each means. The service provider 200 is a company that provides services to the customer 300, and is a user who uses the customer classification system. It is assumed that the service provider 200 can access the customer classification system via a terminal or the like possessed by the service provider 200. The customer 300 is a customer who uses the service provided by the service provider 200, or a future customer who is expected to use the service. It is assumed that the customer 300 can use the service of the service provider 200 through the terminal or the like possessed by the customer 300. The communication network 400 is a network such as the Internet that enables communication between the computer 100, the service provider 200, and the customer 300. Although it is shown here that the computer 100 and the customer 300 can directly communicate with each other, the communication between the computer 100 and the customer 300 may be performed only through the service provider 200.
　図１の顧客分類システムにおいて、まず、コンピュータ１００の生成手段１１１は、顧客とサービスとの親密度を段階形式で分類した分類表を生成する（ステップＳ１０１）。 In the customer classification system of FIG. 1, first, the generation means 111 of the computer 100 generates a classification table in which the intimacy between the customer and the service is classified in a stepwise format (step S101).
　図４は、顧客とサービスとの親密度を段階形式で分類した９分類の一例である。顧客とサービスとの親密度を、９段階に分類した場合の例として、「[段階１]：知らない、[段階２]：知っている、[段階３]：関心がある気になる、[段階４]：嫌な感情を持つ、[段階５]：共感する部分を探る、[段階６]：教科書的な目指す状態になる、[段階７]：相手のことが嫌いになる、[段階８]：自分らしさが大事ではと気付く、[段階９]：親密な関係づくりを創造し続ける」としている。ここでは、９段階に分けた場合を示しているが、何段階に分類するかは、システムに応じて設定可能とする。 FIG. 4 is an example of nine classifications in which the intimacy between customers and services is classified in a stepwise format. As an example of classifying the intimacy between customers and services into 9 levels, "[Stage 1]: I don't know, [Stage 2]: I know, [Stage 3]: I'm interested, [Stage 1]: Stage 4]: Have unpleasant feelings, [Stage 5]: Search for sympathetic parts, [Stage 6]: Become a textbook-like target, [Stage 7]: Dislike the other person, [Stage 8] ]: I realize that my personality is important, [Stage 9]: I will continue to create intimate relationships. " Here, the case of dividing into 9 stages is shown, but the number of stages to be classified can be set according to the system.
　図５は、顧客とサービスとの親密度を９段階に分類した場合の、顧客とサービスとの距離の一例である。親密度の段階が進むほど、顧客とサービスとの距離が近いとは限らない。例えば、「[段階３]：関心がある気になる」は顧客とサービスとの距離は６であり、「[段階４]：嫌な感情を持つ」の顧客とサービスとの距離８や、「[段階７]：相手のことが嫌いになる」の顧客とサービスとの距離１０よりも、顧客とサービスとの距離が近い。 FIG. 5 is an example of the distance between the customer and the service when the intimacy between the customer and the service is classified into 9 levels. The closer the customer and service are, the closer they are to the stage of intimacy. For example, "[Stage 3]: I'm interested" has a distance of 6 between the customer and the service, "[Stage 4]: I have an unpleasant feeling" has a distance of 8 between the customer and the service, and " The distance between the customer and the service is closer than the distance between the customer and the service of "[Stage 7]: I hate the other party".
　図１に戻り、次に、コンピュータ１００の第１取得手段１１２は、サービス提供者２００から、サービスの業種を取得する（ステップＳ１０２）。サービスの業種とは、例えば、物流、建設、ＳＮＳ、ＥＣ等である。サービスの業種を取得する際には、サービス提供者２００のサービス内のキーワードを解析して業種を特定することで自動取得してもよいし、サービス提供者２００の利用する端末に、サービスの業種を選択肢として表示して、そこから適切なものを手動で選択させてもよい。 Returning to FIG. 1, the first acquisition means 112 of the computer 100 then acquires the service industry from the service provider 200 (step S102). The service industry is, for example, logistics, construction, SNS, EC, and the like. When acquiring the service industry, it may be automatically acquired by analyzing the keywords in the service of the service provider 200 and specifying the industry, or the service industry may be applied to the terminal used by the service provider 200. May be displayed as an option, from which the appropriate one may be manually selected.
　次に、コンピュータ１００の設定手段１１３は、ステップＳ１０２で取得された業種に応じて、判定基準を設定する（ステップＳ１０３）。ここでの判定基準とは、ステップＳ１０１で生成した分類表の、どの段階に属するかを判定するための基準である。業種によって、顧客とサービスとの距離感や交流度合いには、大きな差があるため、それに応じた判定基準を設けることが、適切に段階を分類するために必要である。例えば、建設業種の顧客の方が、ＥＣ業種の顧客よりも、問い合わせ等は少なくなるので、段階が上であるかどうか判定するための、回数の基準（閾値）を少なく設定する、等である。 Next, the setting means 113 of the computer 100 sets the determination criteria according to the type of industry acquired in step S102 (step S103). The determination standard here is a standard for determining which stage of the classification table generated in step S101 belongs to. Since there is a large difference in the sense of distance and the degree of interaction between customers and services depending on the type of industry, it is necessary to establish judgment criteria according to the difference in order to properly classify the stages. For example, customers in the construction industry receive fewer inquiries than customers in the EC industry, so the criteria (threshold value) for the number of times to determine whether or not the stage is higher is set smaller. ..
　次に、コンピュータ１００の第２取得手段１１４は、顧客３００がサービス提供者２００の提供するサービスを利用したログを取得する（ステップＳ１０４）。サービスの利用ログとは、操作ログ、サポート問い合わせログ、メールログ、ログインログ、等の、サービスをどのぐらいどのように利用しているかを解析して推測するためのログであるものとする。また、図１では、コンピュータ１００が、顧客３００から直接サービスの利用ログを取得するように図示しているが、サービス提供者２００を介してサービスの利用ログを取得してもよい。 Next, the second acquisition means 114 of the computer 100 acquires a log in which the customer 300 uses the service provided by the service provider 200 (step S104). The service usage log is a log for analyzing and estimating how and how much the service is used, such as an operation log, a support inquiry log, an email log, a login log, and the like. Further, in FIG. 1, although the computer 100 is shown to acquire the service usage log directly from the customer 300, the service usage log may be acquired via the service provider 200.
　次に、コンピュータ１００の判定手段１１５は、ステップＳ１０４で取得されたログを解析して、ステップＳ１０１で生成された分類表の内、顧客３００がどの段階に分類されないかを、ステップＳ１０３で設定された判定基準に応じて判定する（ステップＳ１０５）。どの段階に分類されないかを判定基準に応じて判定するとは、消去法を利用するということである。例えば、ここ半年の間、月に１回～２回ログインして、ログインした際には、サポート問い合わせで何度もやり取りしているから、「[段階１]：知らない」と「[段階２]：知っている」は消去できる、等である。利用ログから、日時、回数、内容等を取得して、判定基準に照らし合わせて、段階１から順番に、低い段階を消去できるかの判定を行うものとする。 Next, the determination means 115 of the computer 100 analyzes the log acquired in step S104, and sets in step S103 which stage the customer 300 is not classified in the classification table generated in step S101. Judgment is made according to the determination criteria (step S105). To determine which stage is not classified according to the criterion is to use the elimination method. For example, for the past six months, I logged in once or twice a month, and when I logged in, I exchanged many support inquiries, so "[Stage 1: I don't know" and "[Stage 2]. ]: I know "can be erased, etc. It is assumed that the date and time, the number of times, the contents, etc. are acquired from the usage log, and it is determined whether or not the lower stages can be deleted in order from the stage 1 in comparison with the judgment criteria.
　最後に、コンピュータ１００の決定手段１１６は、ステップＳ１０５で判定された結果に応じて、前記顧客がどの段階に分類するのかを決定する（ステップＳ１０６）。例えば、ステップ１０５の判定で、段階１と段階２は消去できたのであれば、「[段階３]：関心がある気になる」に分類できると決定する。本発明では、親密度の分類を段階としているため、段階１と段階２が消去出来れば、自ずと段階３であると決定することが可能である。 Finally, the determination means 116 of the computer 100 determines to which stage the customer classifies according to the result determined in step S105 (step S106). For example, in the determination of step 105, if the stages 1 and 2 can be erased, it is determined that the classification can be classified as "[stage 3]: interested". In the present invention, since the classification of intimacy is a stage, if the stages 1 and 2 can be eliminated, it is possible to naturally determine the stage 3.
　以上のように、本発明によれば、サービスの業種に応じて、適切に顧客とサービスとの親密度を分類し、マーケティングの手法を提供する顧客分類システム、顧客分類方法、及び顧客分類プログラムを提供することが可能となる。 As described above, according to the present invention, a customer classification system, a customer classification method, and a customer classification program that appropriately classify the intimacy between a customer and a service and provide a marketing method according to the type of service are provided. It will be possible to provide.
　［各機能の説明］
　図２は、顧客分類システムの概要と、コンピュータ１００の機能ブロック図である。顧客分類システムは、コンピュータ１００、サービス提供者２００、顧客３００、通信網４００から構成される。 [Explanation of each function]
FIG. 2 is an outline of the customer classification system and a functional block diagram of the computer 100. The customer classification system includes a computer 100, a service provider 200, a customer 300, and a communication network 400.
　コンピュータ１００は、顧客分類システムを運用可能な装置であるとする。ここでは、デスクトップ型パソコンを図示しているが、サーバ、ノートパソコン、スマートフォン、タブレット端末、ウェアラブルデバイス、スマートウォッチ等であってよい。数は一つに限らず複数であってもよい。また、仮想マシンであってもよい。コンピュータ１００は、制御部１１０、通信部１２０、記憶部１３０、入力部１４０、出力部１５０、から構成される。 It is assumed that the computer 100 is a device capable of operating the customer classification system. Although a desktop personal computer is shown here, it may be a server, a laptop computer, a smartphone, a tablet terminal, a wearable device, a smart watch, or the like. The number is not limited to one and may be plural. It may also be a virtual machine. The computer 100 includes a control unit 110, a communication unit 120, a storage unit 130, an input unit 140, and an output unit 150.
　コンピュータ１００は、制御部１１０として、ＣＰＵ（Ｃｅｎｔｒａｌ　Ｐｒｏｃｅｓｓｉｎｇ　Ｕｎｉｔ）、ＲＡＭ（Ｒａｎｄｏｍ　Ａｃｃｅｓｓ　Ｍｅｍｏｒｙ）、ＲＯＭ（Ｒｅａｄ　Ｏｎｌｙ　Ｍｅｍｏｒｙ）等を備える。制御部１１０には、生成手段１１１、第１取得手段１１２、設定手段１１３、第２取得手段１１４、判定手段１１５、決定手段１１６を備える。制御部１１０は、各手段の実現のために、必要に応じて通信部１２０、記憶部１３０、入力部１４０、出力部１５０と協働する。 The computer 100 includes a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like as the control unit 110. The control unit 110 includes a generation means 111, a first acquisition means 112, a setting means 113, a second acquisition means 114, a determination means 115, and a determination means 116. The control unit 110 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed to realize each means.
　コンピュータ１００は、通信部１２０としてサービス提供者２００、顧客３００と通信可能にするためのデバイス等を備える。通信方式は、有線であっても無線であってもよいものする。また、コンピュータ１００と顧客３００間の通信は、サービス提供者２００を介してのみ行ってもよい。 The computer 100 includes a device for enabling communication with the service provider 200 and the customer 300 as the communication unit 120. The communication method may be wired or wireless. Further, communication between the computer 100 and the customer 300 may be performed only through the service provider 200.
　コンピュータ１００は、記憶部１３０として、データのストレージ部を備え、取得したサービスの業種、サービスの利用ログ、等の必要なデータを記憶する。記憶部１３０は、外部のクラウドサービス等であってもよい。 The computer 100 includes a data storage unit as a storage unit 130, and stores necessary data such as the acquired service industry and service usage log. The storage unit 130 may be an external cloud service or the like.
　コンピュータ１００は、入力部１４０として、入力を実現するためのデバイスを備える。例として、キーボード、マウス、タッチパネル、ペンタブレット、マイク等である。 The computer 100 includes a device for realizing input as an input unit 140. Examples are keyboards, mice, touch panels, pen tablets, microphones and the like.
　コンピュータ１００は、出力部１５０として、出力を実現するためのデバイスを備える。例としては、ディスプレイ、スピーカー等である。 The computer 100 includes a device for realizing output as an output unit 150. Examples are displays, speakers and the like.
　サービス提供者２００は、顧客３００に対してサービスを提供する業者であり、顧客分類システムを利用するユーザである。サービス提供者２００は、所持する端末等を介して、顧客分類システムにアクセス可能であるものとする。 The service provider 200 is a company that provides services to the customer 300, and is a user who uses the customer classification system. It is assumed that the service provider 200 can access the customer classification system via a terminal or the like possessed by the service provider 200.
　顧客３００は、サービス提供者２００の提供するサービスを利用する顧客、又は、利用することが期待される未来の顧客である。顧客３００は、所持する端末等を介して、サービス提供者２００のサービスを利用可能であるものとする。 The customer 300 is a customer who uses the service provided by the service provider 200, or a future customer who is expected to use the service. It is assumed that the customer 300 can use the service of the service provider 200 through the terminal or the like possessed by the customer 300.
　通信網４００は、コンピュータ１００とサービス提供者２００と顧客３００間の通信を可能とするインターネット等のネットワークである。ここでは、コンピュータ１００と顧客３００が直接通信可能であるように図示しているが、コンピュータ１００と顧客３００間の通信は、サービス提供者２００を介してのみ行ってもよい。 The communication network 400 is a network such as the Internet that enables communication between the computer 100, the service provider 200, and the customer 300. Although it is shown here that the computer 100 and the customer 300 can directly communicate with each other, the communication between the computer 100 and the customer 300 may be performed only through the service provider 200.
　［顧客分類処理］
　図３は、顧客分類処理のフローチャート図である。上述した各手段が実行する処理について、本フローチャートで説明する。また、ここでは、コンピュータ１００は、サービス提供者２００を介して、顧客３００のサービス利用ログを取得する場合のフローについて記載する。 [Customer classification processing]
FIG. 3 is a flowchart of the customer classification process. The process executed by each of the above-mentioned means will be described in this flowchart. Further, here, the flow in the case where the computer 100 acquires the service usage log of the customer 300 via the service provider 200 is described.
　まず、コンピュータ１００の生成手段１１１は、顧客とサービスとの親密度を段階形式で分類した分類表を生成する（ステップＳ３０１）。このステップＳ３０１の分類表の生成は、必ずしも毎回行う必要はなく、顧客分類システムの運用開始時に行っておいてもよい。 First, the generation means 111 of the computer 100 generates a classification table in which the intimacy between the customer and the service is classified in a stepwise format (step S301). The generation of the classification table in step S301 does not necessarily have to be performed every time, and may be performed at the start of operation of the customer classification system.
　図４は、顧客とサービスとの親密度を段階形式で分類した９分類の一例である。顧客とサービスとの親密度を、９段階に分類した場合の例として、「[段階１]：知らない、[段階２]：知っている、[段階３]：関心がある気になる、[段階４]：嫌な感情を持つ、[段階５]：共感する部分を探る、[段階６]：教科書的な目指す状態になる、[段階７]：相手のことが嫌いになる、[段階８]：自分らしさが大事ではと気付く、[段階９]：親密な関係づくりを創造し続ける」としている。ここでは、９段階に分けた場合を示しているが、何段階に分類するかは、システムに応じて設定可能とする。 FIG. 4 is an example of nine classifications in which the intimacy between customers and services is classified in a stepwise format. As an example of classifying the intimacy between customers and services into 9 levels, "[Stage 1]: I don't know, [Stage 2]: I know, [Stage 3]: I'm interested, [Stage 1]: Stage 4]: Have unpleasant feelings, [Stage 5]: Search for sympathetic parts, [Stage 6]: Become a textbook-like target, [Stage 7]: Dislike the other person, [Stage 8] ]: I realize that my personality is important, [Stage 9]: I will continue to create intimate relationships. " Here, the case of dividing into 9 stages is shown, but the number of stages to be classified can be set according to the system.
　図５は、顧客とサービスとの親密度を９段階に分類した場合の、顧客とサービスとの距離の一例である。親密度の段階が進むほど、顧客とサービスとの距離が近いとは限らない。例えば、「[段階３]：関心がある気になる」は顧客とサービスとの距離は６であり、「[段階４]：嫌な感情を持つ」の顧客とサービスとの距離８や、「[段階７]：相手のことが嫌いになる」の顧客とサービスとの距離１０よりも、顧客とサービスとの距離が近い。 FIG. 5 is an example of the distance between the customer and the service when the intimacy between the customer and the service is classified into 9 levels. The closer the customer and service are, the closer they are to the stage of intimacy. For example, "[Stage 3]: I'm interested" has a distance of 6 between the customer and the service, "[Stage 4]: I have an unpleasant feeling" has a distance of 8 between the customer and the service, and " The distance between the customer and the service is closer than the distance between the customer and the service of "[Stage 7]: I hate the other party".
　図３に戻り、サービス提供者２００は、顧客分類システムにログインする（ステップＳ３０２）。ここで、ログイン処理を行うことで、サービス提供者２００を特定することができる。ログインするために必要なアカウント情報と認証情報を、ログイン要求とあわせてコンピュータ１００に送信するものとする。アカウント情報とは会社名やＩＤ等であり、認証情報とはパスワードやパスフレーズ等であるものとする。また、ログインと合わせて、顧客分類システムで分類を行いたい顧客３００の数等の必要な情報を送信しておいてもよい。ここでのログイン処理は、本発明を限定するものではなく、既存の技術を利用可能であるものとする。 Returning to FIG. 3, the service provider 200 logs in to the customer classification system (step S302). Here, the service provider 200 can be identified by performing the login process. It is assumed that the account information and the authentication information necessary for logging in are transmitted to the computer 100 together with the login request. The account information is a company name, an ID, etc., and the authentication information is a password, a passphrase, etc. In addition to logging in, necessary information such as the number of 300 customers who want to be classified by the customer classification system may be transmitted. The login process here does not limit the present invention, and it is assumed that existing technology can be used.
　次に、コンピュータ１００の第１取得手段１１２は、サービス提供者２００から、サービスの業種を取得する（ステップＳ３０３）。サービスの業種とは、例えば、物流、建設、ＳＮＳ、ＥＣ等である。サービスの業種を取得する際には、サービス提供者２００のサービス内のキーワードを解析して業種を特定することで自動取得してもよいし、サービス提供者２００の利用する端末に、サービスの業種を選択肢として表示して、そこから適切なものを手動で選択させてもよい。 Next, the first acquisition means 112 of the computer 100 acquires the service industry from the service provider 200 (step S303). The service industry is, for example, logistics, construction, SNS, EC, and the like. When acquiring the service industry, it may be automatically acquired by analyzing the keywords in the service of the service provider 200 and specifying the industry, or the service industry may be applied to the terminal used by the service provider 200. May be displayed as an option, from which the appropriate one may be manually selected.
　次に、コンピュータ１００の設定手段１１３は、ステップＳ３０３で取得された業種に応じて、判定基準を設定する（ステップＳ３０４）。ここでの判定基準とは、ステップＳ３０１で生成した分類表の、どの段階に属するかを判定するための基準である。業種によって、顧客とサービスとの距離感や交流度合いには、大きな差があるため、それに応じた判定基準を設けることが、適切に段階を分類するために必要である。例えば、建設業種の顧客の方が、ＥＣ業種の顧客よりも、問い合わせ等は少なくなるので、段階が上であるかどうか判定するための、回数の基準（閾値）を少なく設定する、等である。 Next, the setting means 113 of the computer 100 sets the determination criteria according to the type of industry acquired in step S303 (step S304). The determination standard here is a standard for determining which stage of the classification table generated in step S301 belongs to. Since there is a large difference in the sense of distance and the degree of interaction between customers and services depending on the type of industry, it is necessary to establish judgment criteria according to the difference in order to properly classify the stages. For example, customers in the construction industry receive fewer inquiries than customers in the EC industry, so the criteria (threshold value) for the number of times to determine whether or not the stage is higher is set smaller. ..
　次に、コンピュータ１００の第２取得手段１１４は、顧客３００がサービス提供者２００の提供するサービスを利用したログを取得する（ステップＳ３０５）。分類を行う顧客３００が複数いる場合には、顧客３００それぞれについての、サービスの利用ログを取得する。サービスの利用ログとは、操作ログ、サポート問い合わせログ、メールログ、ログインログ、等の、サービスをどのぐらいどのように利用しているかを解析して推測するためのログであるものとする。図３のフローチャートでは、サービス提供者２００を介してサービスの利用ログを取得する場合のフローを示しているが、顧客３００から直接利用ログを取得してもよい。その場合、サービス提供者２００から、顧客３００を特定して通信を行うための情報を、事前に取得することが必要となる。 Next, the second acquisition means 114 of the computer 100 acquires a log in which the customer 300 uses the service provided by the service provider 200 (step S305). When there are a plurality of customers 300 to be classified, the service usage log for each of the customers 300 is acquired. The service usage log is a log for analyzing and estimating how and how much the service is used, such as an operation log, a support inquiry log, an email log, a login log, and the like. Although the flowchart of FIG. 3 shows a flow in the case of acquiring the service usage log via the service provider 200, the usage log may be acquired directly from the customer 300. In that case, it is necessary to obtain information from the service provider 200 for identifying the customer 300 and performing communication in advance.
　次に、コンピュータ１００の判定手段１１５は、ステップＳ３０５で取得されたログを解析して、ステップＳ３０１で生成された分類表の内、顧客３００がどの段階に分類されないかを、ステップＳ３０４で設定された判定基準に応じて判定する（ステップＳ３０６）。どの段階に分類されないかを判定基準に応じて判定するとは、消去法を利用するということである。例えば、ここ半年の間、月に１回～２回ログインして、ログインした際には、サポート問い合わせで何度もやり取りしているから、「[段階１]：知らない」と「[段階２]：知っている」は消去できる、等である。利用ログから、日時、回数、内容等を取得して、判定基準に照らし合わせて、段階１から順番に、低い段階を消去できるかの判定を行うものとする。 Next, the determination means 115 of the computer 100 analyzes the log acquired in step S305, and sets in step S304 which stage the customer 300 is not classified in the classification table generated in step S301. Judgment is made according to the determination criteria (step S306). To determine which stage is not classified according to the criterion is to use the elimination method. For example, for the past six months, I logged in once or twice a month, and when I logged in, I exchanged many support inquiries, so "[Stage 1: I don't know" and "[Stage 2]. ]: I know "can be erased, etc. It is assumed that the date and time, the number of times, the contents, etc. are acquired from the usage log, and it is determined whether or not the lower stages can be deleted in order from stage 1 in comparison with the judgment criteria.
　次に、コンピュータ１００の決定手段１１６は、ステップＳ３０６で判定された結果に応じて、前記顧客がどの段階に分類するのかを決定する（ステップＳ３０７）。例えば、ステップ３０６の判定で、段階１と段階２は消去できたのであれば、「[段階３]：関心がある気になる」に分類できると決定する。本発明では、親密度の分類を段階としているため、段階１と段階２が消去出来れば、自ずと段階３であると決定することが可能である。 Next, the determination means 116 of the computer 100 determines to which stage the customer classifies according to the result determined in step S306 (step S307). For example, in the determination of step 306, if the stages 1 and 2 can be erased, it is determined that the classification can be classified as "[stage 3]: interested". In the present invention, since the classification of intimacy is a stage, if the stages 1 and 2 can be eliminated, it is possible to naturally determine the stage 3.
　次に、コンピュータ１００の決定手段１１６は、ステップＳ３０７で決定された顧客３００の分類結果をサービス提供者２００に送信する（ステップＳ３０８）。複数の顧客３００の分類を行った場合には、顧客３００それぞれについての分類が分かるようなデータを送信する。 Next, the determination means 116 of the computer 100 transmits the classification result of the customer 300 determined in step S307 to the service provider 200 (step S308). When a plurality of customers 300 are classified, data is transmitted so that the classification of each of the customers 300 can be understood.
　サービス提供者２００は、コンピュータ１００から顧客３００の分類結果を受信する（ステップＳ３０９）。サービス提供者２００は、顧客３００がどの段階に属するかという分類結果を基にして、最適なマーケティングを行うことが可能となる。 The service provider 200 receives the classification result of the customer 300 from the computer 100 (step S309). The service provider 200 can perform optimal marketing based on the classification result of which stage the customer 300 belongs to.
　最後に、サービス提供者２００は、顧客分類システムからログアウトする（ステップＳ３１０）。 Finally, the service provider 200 logs out of the customer classification system (step S310).
　以上のように、本発明によれば、サービスの業種に応じて、適切に顧客とサービスとの親密度を分類し、マーケティングの手法を提供する顧客分類システム、顧客分類方法、及び顧客分類プログラムを提供することが可能となる。 As described above, according to the present invention, a customer classification system, a customer classification method, and a customer classification program that appropriately classify the intimacy between a customer and a service and provide a marketing method according to the type of service are provided. It will be possible to provide.
　［マーケティング手法提供処理］
　顧客分類システムは、サービス提供者２００に対し、サービスの業種と決定された顧客３００との段階とに応じて、適切なマーケティング手法を提供してもよい。 [Marketing method provision process]
The customer classification system may provide the service provider 200 with an appropriate marketing method according to the stage of the service industry and the determined customer 300.
　図６は、マーケティング手法提供手段１１７、顧客抽出手段１１８、フィードバック取得手段１１９を備える場合の、顧客分類システムの概要と、コンピュータ１００の機能ブロック図である。マーケティング手法提供処理を行う場合には、図２の顧客分類システムの構成に加えて、制御部１１０にマーケティング手法提供手段１１７を備えるものとする。マーケティング手法提供手段１１７は、必要に応じて通信部１２０、記憶部１３０、入力部１４０、出力部１５０と協働する。 FIG. 6 is an outline of the customer classification system and a functional block diagram of the computer 100 when the marketing method providing means 117, the customer extracting means 118, and the feedback acquiring means 119 are provided. When the marketing method providing process is performed, in addition to the configuration of the customer classification system of FIG. 2, the control unit 110 is provided with the marketing method providing means 117. The marketing method providing means 117 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed.
　図７は、顧客とサービスとの親密度を９段階に分類した場合の、各段階における適切なマーケティング手法と内容の一例である。例えば、顧客３００の段階が「[段階３]：関心がある気になる」である場合には、マーケティング手法としては、ＷＥＢ広告やメールが適切であり、内容としては、サービスの理解のために、ユースケースを多数伝えることが有用であることを示している。図７は、あくまで一例であり、各段階における適切なマーケティング手法と内容は、サービスの業種毎に、より細かい内容を含むものとしてよい。 FIG. 7 is an example of appropriate marketing methods and contents at each stage when the intimacy between customers and services is classified into 9 stages. For example, if the stage of customer 300 is "[stage 3]: I'm interested", WEB advertisement or email is appropriate as a marketing method, and the content is for understanding the service. , Shows that it is useful to convey a large number of use cases. FIG. 7 is just an example, and the appropriate marketing method and content at each stage may include more detailed content for each service industry.
　マーケティング手法提供手段１１７は、このマーケティング手法と内容とを、図３の分類結果の送信（ステップＳ３０８）の際、又は、サービス提供者２００から要望のあったタイミングで、サービス提供者２００に対して提供を行うものとする。 The marketing method providing means 117 transmits the marketing method and the contents to the service provider 200 at the time of transmitting the classification result of FIG. 3 (step S308) or at the timing requested by the service provider 200. It shall be provided.
　以上のように、マーケティング手法提供処理を行うことにより、サービス提供者２００に対して、より適切なマーケティング手法を提供することが可能となる。 As described above, by performing the marketing method providing process, it becomes possible to provide a more appropriate marketing method to the service provider 200.
　［顧客抽出処理］
　顧客分類システムは、サービス提供者２００が指定したマーケティング手法に適した顧客３００を、顧客３００の分類の段階に応じて抽出して提供してもよい。 [Customer extraction process]
The customer classification system may extract and provide the customer 300 suitable for the marketing method specified by the service provider 200 according to the classification stage of the customer 300.
　図６は、マーケティング手法提供手段１１７、顧客抽出手段１１８、フィードバック取得手段１１９を備える場合の、顧客分類システムの概要と、コンピュータ１００の機能ブロック図である。顧客抽出処理を行う場合には、図２の顧客分類システムの構成に加えて、制御部１１０に顧客抽出手段１１８を備えるものとする。顧客抽出手段１１８は、必要に応じて通信部１２０、記憶部１３０、入力部１４０、出力部１５０と協働する。 FIG. 6 is an outline of the customer classification system and a functional block diagram of the computer 100 when the marketing method providing means 117, the customer extracting means 118, and the feedback acquiring means 119 are provided. When performing the customer extraction process, the control unit 110 is provided with the customer extraction means 118 in addition to the configuration of the customer classification system of FIG. The customer extraction means 118 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed.
　図８は、マーケティング手法に対して適切な段階を示す表の一例である。例えば、サービス提供者２００が、ＤＭ（Ｄｉｒｅｃｔ　Ｍａｉｌ）によるマーケティングを行いたいと指定してきた場合には、ＤＭが最適な顧客３００は段階８と段階９であるため、顧客抽出手段１１８は、図３のフローで決定した分類に応じて、段階８と段階９の顧客３００を抽出する。顧客抽出手段１１８が、抽出した顧客３００をサービス提供者２００に提供することで、サービス提供者２００はマーケティング手法に適した顧客３００に対して宣伝を行うことが可能となり、マーケティングの費用対効果を向上させることができる。また、図８では、マーケティング手法がメールである場合、最適な分類は段階５と段階６、良好な分類は段階３と段階４であるとしている。このように、最適な分類の段階だけでなく、良好な分類の段階も用意しておくことで、もしサービス提供者２００がより多くの顧客３００に対して宣伝を行いたい場合に、良好な分類の段階に属する顧客３００についても抽出して提供することが可能となる。 FIG. 8 is an example of a table showing appropriate stages for marketing methods. For example, when the service provider 200 specifies that he / she wants to carry out marketing by DM (Direct Mail), the customer 300 for which DM is optimal is in stages 8 and 9, so the customer extraction means 118 is shown in FIG. According to the classification determined in the flow of, the customer 300 of the stage 8 and the stage 9 is extracted. By providing the extracted customer 300 to the service provider 200 by the customer extraction means 118, the service provider 200 can advertise to the customer 300 suitable for the marketing method, and the cost effectiveness of marketing can be improved. Can be improved. Further, in FIG. 8, when the marketing method is e-mail, the optimum classification is stage 5 and stage 6, and the good classification is stage 3 and stage 4. In this way, by preparing not only the optimum classification stage but also the good classification stage, if the service provider 200 wants to advertise to more customers 300, the good classification is performed. It is possible to extract and provide the customer 300 belonging to the stage of.
　以上のように、顧客抽出処理を行うことにより、サービス提供者２００に対して、指定のマーケティング手法に適した顧客３００を抽出して提供することが可能となり、マーケティングの費用対効果を向上させることができる。 As described above, by performing the customer extraction process, it is possible to extract and provide the customer 300 suitable for the designated marketing method to the service provider 200, and improve the cost effectiveness of marketing. Can be done.
　［フィードバック取得処理］
　顧客分類システムは、サービス提供者２００から、顧客３００の段階に対するフィードバックを取得し、取得されたフィードバックを教師データとして機械学習することで、判定手段１１６の判定精度を向上させる機能を備えてもよい。 [Feedback acquisition process]
The customer classification system may have a function of improving the determination accuracy of the determination means 116 by acquiring feedback from the service provider 200 for the stage of the customer 300 and machine learning the acquired feedback as teacher data. ..
　図６は、マーケティング手法提供手段１１７、顧客抽出手段１１８、フィードバック取得手段１１９を備える場合の、顧客分類システムの概要と、コンピュータ１００の機能ブロック図である。フィードバック取得処理を行う場合には、図２の顧客分類システムの構成に加えて、制御部１１０にフィードバック取得手段１１９を備えるものとする。フィードバック取得手段１１９は、必要に応じて通信部１２０、記憶部１３０、入力部１４０、出力部１５０と協働する。 FIG. 6 is an outline of the customer classification system and a functional block diagram of the computer 100 when the marketing method providing means 117, the customer extracting means 118, and the feedback acquiring means 119 are provided. When performing the feedback acquisition process, the control unit 110 is provided with the feedback acquisition means 119 in addition to the configuration of the customer classification system of FIG. The feedback acquisition means 119 cooperates with the communication unit 120, the storage unit 130, the input unit 140, and the output unit 150 as needed.
　図９は、サービス提供者２００からのフィードバックを取得するための画面の一例である。フィードバック取得手段１１９は、サービス提供者２００への分類結果の提供後、適切なタイミングで、フィードバックを取得するためのデータの送受信を行う。図９の画面はその一例であり、サービス提供者２００の利用する端末に表示して、サービス提供者２００に入力してもらうことで、フィードバックを取得する。そして、取得したフィードバックを教師データとして機械学習することで、判定手段１１６の判定精度を向上させる。本発明は、機械学習の手法により限定されるものではなく、既存の教師あり学習の技術を利用可能であるものとする。また、図９の例では、「（１）分類の段階は適切でしたか。１０段階で評価してください。（２）提案したマーケティング手法による効果はありましたか。１０段階で評価してください。（３）別の顧客に対しても、本システムを利用したいですか。１０段階で評価してください。（４）利用料金は適切ですか。１０段階で評価してください。（５）その他のご意見がありましたら、記載をお願い致します。」の５つの設問をフィードバックのために設けた例を示しているが、選択肢の数や内容、評価の段階はシステムに応じて適切に設定してよく、本発明を限定するものではない。 FIG. 9 is an example of a screen for obtaining feedback from the service provider 200. The feedback acquisition means 119 sends and receives data for acquiring feedback at an appropriate timing after providing the classification result to the service provider 200. The screen of FIG. 9 is an example thereof, and feedback is obtained by displaying the screen on the terminal used by the service provider 200 and having the service provider 200 input the information. Then, the determination accuracy of the determination means 116 is improved by machine learning the acquired feedback as teacher data. The present invention is not limited to the method of machine learning, and it is assumed that the existing supervised learning technique can be used. In the example shown in Fig. 9, "(1) Was the classification stage appropriate? Please evaluate on a 10-point scale. (2) Was the proposed marketing method effective? Please evaluate on a 10-point scale. (3) Do you want to use this system for other customers? Please rate on a 10-point scale. (4) Is the usage fee appropriate? Please rate on a 10-point scale. (5) Others If you have any opinions, please describe them. ”Is shown an example in which the five questions are provided for feedback, but the number and contents of options and the evaluation stage are set appropriately according to the system. It does not limit the present invention.
　以上のように、フィードバック取得処理を行うことにより、取得したフィードバックを教師データとして機械学習することで判定精度を向上させることができ、より判定精度の高い顧客分類システムを提供することが可能となる。 As described above, by performing the feedback acquisition process, it is possible to improve the judgment accuracy by machine learning the acquired feedback as teacher data, and it is possible to provide a customer classification system with higher judgment accuracy. ..
　以上、本発明の実施形態について説明したが、本発明は上述したこれらの実施形態に限るものではない。また、本発明の実施形態に記載された効果は、本発明から生じる最も好適な効果を列挙したに過ぎず、本発明による効果は、本発明の実施形態に記載されたものに限定されるものではない。 Although the embodiments of the present invention have been described above, the present invention is not limited to these embodiments described above. In addition, the effects described in the embodiments of the present invention merely list the most preferable effects arising from the present invention, and the effects according to the present invention are limited to those described in the embodiments of the present invention. is not it.
１００　コンピュータ、２００　サービス提供者、３００　顧客、４００　通信網 100 computers, 200 service providers, 300 customers, 400 communication networks

Claims (6)

  1. 　サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類システムであって、
    　前記顧客とサービスとの親密度を段階形式で分類した分類表を生成する生成手段と、
    　前記サービスの業種を取得する第１取得手段と、
    　前記取得された業種に応じて、判定基準を設定する設定手段と、
    　前記顧客が前記サービスを利用したログを取得する第２取得手段と、
    　前記取得されたログを解析して、前記生成された分類表の内、前記顧客がどの段階に分類されないかを、前記設定された判定基準に応じて判定する判定手段と、
    　前記判定された結果に応じて、前記顧客がどの段階に分類するのかを決定する決定手段と、
    　を備えることを特徴とする顧客分類システム。     It is a customer classification system that classifies the intimacy between customers and services according to the type of service.
    A generation means for generating a classification table in which the intimacy between the customer and the service is classified in a stepwise format,
    The first acquisition means for acquiring the industry of the service and
    Setting means for setting judgment criteria according to the acquired industry, and
    A second acquisition means for acquiring a log of the customer using the service, and
    A determination means for analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
    A determination means for determining which stage the customer classifies according to the determined result, and
    A customer classification system characterized by being equipped with.
  2. 　前記サービスの提供者に対し、前記サービスの業種と前記決定された段階とに応じたマーケティング手法を提供するマーケティング手法提供手段と、
    　を備えることを特徴とする請求項１に記載の顧客分類システム。     A marketing method providing means for providing a marketing method according to the type of industry of the service and the determined stage to the service provider, and
    The customer classification system according to claim 1, further comprising.
  3. 　前記サービスの提供者が指定したマーケティング手法に適した顧客を、前記決定された段階に応じて抽出する顧客抽出手段と、
    　を備えることを特徴とする請求項１又は請求項２に記載の顧客分類システム。     A customer extraction means for extracting customers suitable for the marketing method specified by the service provider according to the determined stage, and
    The customer classification system according to claim 1 or 2, wherein the customer classification system is provided.
  4. 　前記サービスの提供者から前記決定された段階に対するフィードバックを取得するフィードバック取得手段と、
    　を備え、前記取得されたフィードバックを教師データとして機械学習することで、前記判定手段の判定精度を向上させることを特徴とする請求項１から請求項３の何れか一項に記載の顧客分類システム。     A feedback acquisition means for acquiring feedback from the service provider on the determined stage, and
    The customer classification system according to any one of claims 1 to 3, wherein the determination accuracy of the determination means is improved by machine learning the acquired feedback as teacher data. ..
  5. 　サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類方法において、
    　前記顧客とサービスとの親密度を段階形式で分類した分類表を生成するステップと、
    　前記サービスの業種を取得するステップと、
    　前記取得された業種に応じて、判定基準を設定するステップと、
    　前記顧客が前記サービスを利用したログを取得するステップと、
    　前記取得されたログを解析して、前記生成された分類表の内、前記顧客がどの段階に分類されないかを、前記設定された判定基準に応じて判定するステップと、
    　前記判定された結果に応じて、前記顧客がどの段階に分類するのかを決定するステップと、
    　を備えることを特徴とする顧客分類方法。     In the customer classification method that classifies the intimacy between customers and services according to the type of service
    The step of generating a classification table that classifies the intimacy between the customer and the service in a stepwise format,
    Steps to acquire the industry of the service and
    The step of setting the judgment criteria according to the acquired industry and
    The step of acquiring the log of the customer using the service, and
    A step of analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
    A step of determining which stage the customer classifies according to the determined result, and
    A customer classification method characterized by comprising.
  6. 　サービスの業種に応じて、顧客とサービスとの親密度を分類する顧客分類システムに、
    　前記顧客とサービスとの親密度を段階形式で分類した分類表を生成するステップ、
    　前記サービスの業種を取得するステップ、
    　前記取得された業種に応じて、判定基準を設定するステップ、
    　前記顧客が前記サービスを利用したログを取得するステップ、
    　前記取得されたログを解析して、前記生成された分類表の内、前記顧客がどの段階に分類されないかを、前記設定された判定基準に応じて判定するステップ、
    　前記判定された結果に応じて、前記顧客がどの段階に分類するのかを決定するステップ、
    　を実行させるためのプログラム。     A customer classification system that classifies the intimacy between customers and services according to the type of service.
    Steps to generate a classification table that classifies the intimacy between the customer and the service in a stepwise format,
    Steps to acquire the industry of the service,
    Steps to set criteria according to the acquired industry,
    A step of acquiring a log of the customer using the service,
    A step of analyzing the acquired log and determining to which stage the customer is not classified in the generated classification table according to the set determination criteria.
    A step of determining which stage the customer classifies according to the determined result,
    A program to execute.
PCT/JP2019/031335 2019-08-08 2019-08-08 Customer classification system, customer classification method, and customer classification program WO2021024449A1 (en)

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Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2001023047A (en) * 1999-07-12 2001-01-26 Daikoku:Kk Integrated customer management system
JP2004199616A (en) * 2002-12-20 2004-07-15 Masahiro Ito Management system for customer information
JP2017027486A (en) * 2015-07-27 2017-02-02 エヌ・ティ・ティ・コミュニケーションズ株式会社 Promising customer predictor, promising customer prediction method, and promising customer prediction program
US20180060929A1 (en) * 2016-08-30 2018-03-01 Freshworks, Inc. System and method for identification and prediction of positive business leads through lead scoring

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2001023047A (en) * 1999-07-12 2001-01-26 Daikoku:Kk Integrated customer management system
JP2004199616A (en) * 2002-12-20 2004-07-15 Masahiro Ito Management system for customer information
JP2017027486A (en) * 2015-07-27 2017-02-02 エヌ・ティ・ティ・コミュニケーションズ株式会社 Promising customer predictor, promising customer prediction method, and promising customer prediction program
US20180060929A1 (en) * 2016-08-30 2018-03-01 Freshworks, Inc. System and method for identification and prediction of positive business leads through lead scoring

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Title
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