WO2022045271A1 - Business support device, business support method, and program for same - Google Patents

Business support device, business support method, and program for same Download PDF

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Publication number
WO2022045271A1
WO2022045271A1 PCT/JP2021/031427 JP2021031427W WO2022045271A1 WO 2022045271 A1 WO2022045271 A1 WO 2022045271A1 JP 2021031427 W JP2021031427 W JP 2021031427W WO 2022045271 A1 WO2022045271 A1 WO 2022045271A1
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WO
WIPO (PCT)
Prior art keywords
customer
charge
person
cltv
sales support
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PCT/JP2021/031427
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French (fr)
Japanese (ja)
Inventor
祐弥 村尾
良太 清家
登史文 坂本
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株式会社Magic Moment
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Priority to JP2022545714A priority Critical patent/JPWO2022045271A1/ja
Publication of WO2022045271A1 publication Critical patent/WO2022045271A1/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
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Definitions

  • the present invention relates to a sales support device for continuously provided services, a sales support method, and a program for that purpose.
  • the performance of each team can be evaluated, for example, by the ratio of the projects that have advanced to the next phase among the projects that have been promoted to the phase that they are in charge of.
  • CLTV Customer Lifetime Value
  • the present invention has been made in view of these points, and an object thereof is to be in charge of a service providing company in a sales support device for continuously provided services, a sales support method, and a program for that purpose.
  • the purpose is to present the person with an action that is more likely to improve CLTV than before.
  • the first aspect of the present invention is a sales support method for continuously provided services, in which a computer provides a service to a customer regarding the use of the service.
  • the next step is set according to the step and the result of communication with the customer through the action taken by the person using the first terminal based on the action presentation information. It is characterized by including steps.
  • the second aspect of the present invention is the business support method of the first aspect, in which the computer determines whether or not all the required items have been input according to the result of the communication. It is characterized by further inclusion.
  • the third aspect of the present invention is the sales support method of the second aspect, in which the computer sets the next stage for the customer when the determination result is positive and is negative. In some cases, it further comprises the step of retransmitting the action presentation information for presenting any one or more actions that can be presented at the particular step.
  • the fourth aspect of the present invention is the sales support method of the first aspect, and the selection is made with the CLTV of each customer or the score corresponding thereto and the person in charge of each customer at each stage.
  • the CLTV of the customer in charge at the specific stage or the total of the corresponding scores or the corresponding value is the selection of the person in charge having the largest value.
  • the fifth aspect of the present invention is the sales support method of the first aspect, and refers to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer at each stage. Then, at the specific stage, at least a part of the behavior history of one or more persons in charge selected in descending order of the total CLTV of the customer in charge or the corresponding score or the corresponding value. Based on this, it is characterized by further including a step of changing the action presentation information.
  • the sixth aspect of the present invention is the business support method of the fifth aspect, and the change is to change any item among the input items displayed by the input item display information to a required item. It is characterized by including.
  • the seventh aspect of the present invention is the sales support method of the first aspect, in which the CLTV of each customer or the corresponding score and each customer are set at each stage before setting the next stage.
  • the step of selecting one or more persons in descending order of the total CLTV of the customer in charge or the corresponding score or the corresponding value in the next step With reference to the correspondence with the person in charge, the step of selecting one or more persons in descending order of the total CLTV of the customer in charge or the corresponding score or the corresponding value in the next step.
  • the eighth aspect of the present invention is the business support method according to any one of the fourth to seventh aspects, wherein the CLTV is a predicted CLTV.
  • the ninth aspect of the present invention is the business support method of the eighth aspect, in which the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted continuous months or a value corresponding thereto. It is characterized by that.
  • the tenth aspect of the present invention is the sales support method of the eighth aspect, in which the forecast CLTV is a value obtained by multiplying the monthly unit price of the service by the forecast continuation months until the target customer makes a contract. It is characterized by being a value obtained by multiplying the number of days required by a value inversely proportional to the number of days required.
  • the eleventh aspect of the present invention is the business support method according to any one of the fourth to ten aspects, and the value corresponding to the total of the CLTV or the corresponding score is before the specific stage. It is characterized in that the person in charge of any of the above stages is the total of CLTV or the corresponding score calculated within the range of the contract with the customer who is the same as the customer.
  • the twelfth aspect of the present invention is any one of the fourth to ten aspects, and the correspondence corresponds to the CLTV of each customer or the corresponding person in addition to the person in charge of each customer at each stage. It is characterized by further including the correspondence between the score to be played and the first contact with each customer.
  • the thirteenth aspect of the present invention is the sales support method of the twelfth aspect, and the value corresponding to the total of the CLTV or the corresponding score is such that the first contact point is the same as the target customer. It is characterized by being the total of CLTV calculated within the scope of the contract with a certain customer.
  • the fourteenth aspect of the present invention is the business support method according to any one of the first to thirteenth aspects, wherein one or a plurality of input items displayed by the input item display information included in the action presentation information. From the step of displaying the questionnaire display information for displaying at least a part on the second terminal used by the customer before transmitting the action presentation information to the first terminal, and from the second terminal. Further, a step of receiving an answer to the questionnaire displayed based on the questionnaire display information and a step of transmitting at least a part of the answer to the first terminal at the same time as or before and after the input item display information. It is characterized by including.
  • the fifteenth aspect of the present invention is the business support method according to any one of the first to the fourteenth aspects, in which the input of any essential item displayed by the input item display information included in the action presentation information is input.
  • the step of changing the input item display information to make the required item an optional item is further included.
  • a sixteenth aspect of the present invention is a program for causing a computer to execute a sales support method for a continuously provided service, wherein the computer is a customer regarding the use of the service.
  • the steps of transmitting the presentation information and one or more actions that the computer can present to the first terminal used by any of the selected at least one person at the particular stage are examples of transmitting the presentation information and one or more actions that the computer can present to the first terminal used by any of the selected at least one person at the particular stage.
  • the seventeenth aspect of the present invention is a sales support device for a service continuously provided, and a plurality of divisions of a period of sales activities performed by a service providing company to a customer regarding the use of the service.
  • the content displayed on the display screen of the terminal used by each person in charge of the service providing company is appropriately determined according to the phase of the service to be sold and the sales activity, so that each person in charge can use it. Can efficiently carry out sales activities without making excessive individual judgments by taking necessary communication with the customer according to the contents displayed on the terminal used by the customer.
  • FIG. 1 shows a sales support device according to a first embodiment of the present invention.
  • the sales support device 110 communicates with the terminal 120 of the user company of the sales support service provided by the sales support device 110 via a computer network such as the Internet.
  • members can be registered for each user company, and it is possible to set for each member which of the plurality of phases of the service provided by the user company is in charge.
  • each member indirectly You may set the phase in charge of.
  • the server 130 is for providing the service of the user company, and can communicate with the sales support device 110 via the computer network as needed.
  • the service is continuously provided, and the business is divided into multiple stages for the period from the conclusion of a contract between the customer and the user company regarding the use of the service to the subsequent cancellation. Is done.
  • the term "continuously provided service” means a service in which the use of the service continues for more than one month and multiple payments are made based on the contract between the service provider and the customer.
  • One example is the monthly billing service.
  • the sales support device 110 includes a communication unit 111 such as a communication interface, a processing unit 112 such as a processor and a CPU, and a storage unit 113 including a storage device such as a memory and a hard disk or a storage medium for performing each processing. It can be configured by running the program.
  • the sales support device 110 may include one or more devices, computers or servers.
  • the program may include one or more programs, and may be recorded on a computer-readable storage medium to be a non-transient program product.
  • the program can be stored in a storage medium 114 accessible from the storage unit 113 or the sales support device 110, and can be executed by the processing unit 112. All or part of the data stored in the storage medium 114 may be stored in the storage unit 113.
  • the data used by the business support device 110 is stored in the storage unit 113 or the storage medium 114, and is referred to as necessary.
  • FIG. 2 shows an example of a screen first displayed to the person in charge of the nurturing phase in the first embodiment of the present invention.
  • the screen 200 of FIG. 2 is hereinafter referred to as a “suggestion screen” in the sense that it is a screen that proposes an action for one or a plurality of customers in one of the phases that the person in charge of using the terminal 120 can take charge of. ..
  • the combination of the person in charge and the customer can be either in the case of assigning a person in charge of the same stage as the customer to the customer, or in one or more stages in which the person in charge can be in charge of the person in charge. It is conceivable to assign the customer to which it belongs.
  • the combination of the person in charge and the customer can be a combination of the person in charge and the customer and the action for the customer by further relating the action to the customer.
  • the term "customer" in the present specification is used to mean that the service of the user company includes not only the prospective customer before the start of use but also the customer who is using the service.
  • the sales support device 110 When a member accesses the service using the terminal 120, the sales support device 110 identifies the member based on, for example, the ID used by the member for login, and is for a customer who is already associated with the member.
  • the proposal screen can be displayed on the terminal 120.
  • a customer belonging to either one or a plurality of phases that the member can be in charge of is associated, and then a proposal screen for the customer may be displayed on the terminal 120.
  • a button 201 for taking an action (action) of "proceeding to call” is displayed.
  • the reason 202 for taking the action is also displayed.
  • the SaaS division of a company called "55 Gozilla Solutions” is a customer, and the purpose of the call is to arrange the customer's requirements.
  • the proposal screen 200 may further display a history 205 of actions for the customer and actions from the customer until the proposal screen 200 is displayed on the terminal 120 of the person in charge 204.
  • the action history 205 can be generated, at least in part, by recording the actions taken by the person in charge on this sales support service. In one example, the action can be started from the screen for the sales support service provided by the sales support device 100.
  • the proposal screen 200 may display the history 206 of the use (usage) of the service provided by the user company.
  • the usage history 206 can be acquired by the sales support device 110 communicating with the server 130 used by the user company to provide the service, for example, by linking with the API. Services provided by user companies can be started for free, for example, and it is assumed that they will be charged according to the period of use, range of use, amount of use, etc. In such cases, even prospective customers can use the services.
  • the history 206 will exist. As an example, it is possible to acquire the progress rate of the initial setting for using the service, the login frequency to the service, and the like from the usage history 206.
  • the person in charge 204 understands the action and the reason as necessary, confirms at least a part of the action history 205 and the usage history 206 as necessary, and selects the button 201 for taking the action by tapping or clicking. By doing so, the terminal 120 is transitioned to the next screen.
  • Proposal screen 200 or other screen prompting the person in charge 204 to explain how to use the function related to the index of the service when the index calculated based on the usage history 206 is equal to or less than a predetermined threshold. You may do it. For example, if the values such as the number of documents that can be created by the service, the number of messages that can be sent by the service, and the number of automatic entries of items that can be automatically entered by the service are less than or equal to the threshold value, the service is appropriately used. There is a possibility that it cannot be used, and the possibility of continuing to use the service can be increased by giving necessary explanations.
  • a display prompting the person in charge 204 to propose a transition to a higher-level plan of the service is displayed on the proposal screen 200 or other screens. You may do it. For example, if the values such as the number of documents created by the service and the number of messages sent by the service are equal to or greater than the threshold value, there may be a need to further use the service.
  • the expression such as above or below the threshold is used, but since the hierarchical relationship can change depending on how the threshold is set, it is important to compare the index with the predetermined threshold.
  • the index to be compared with the predetermined threshold value is not limited to the number of times a certain function is used, but may be a change amount, a change rate or other values determined based on the number of times the function is used.
  • FIG. 3 shows an example of a screen displayed second to the person in charge of the nurturing phase in the first embodiment of the present invention.
  • the screen 300 of FIG. 3 is a screen in which a person in charge of using the terminal 120 inputs the result of communication with a customer, and is hereinafter referred to as an “input screen”.
  • the person in charge asks the customer a question such as "Confirm future work schedule" and inputs the customer's answer to it, as well as “Implement the problem of the customer person in charge”. It also includes entering the understanding of the person in charge obtained as a result of the action of calling the customer. It also includes entering a particular explanation to the customer during the call. These inputs may be made during the call or after the call.
  • a button 301 for taking an action such as "make a call” is selected by tapping or clicking to record the start of the action, and the button 301 or a related button is selected again to record the start of the action. Recording the end can be mentioned.
  • the call was mentioned as an action, but there are various other types such as face-to-face interviews, online interviews, email transmissions, and confirmation of received emails.
  • the input field of the input screen 300 differs depending on the phase.
  • the nature of the negotiation may differ depending on the service to be sold, it is possible that the input items also differ.
  • An example is the difference in nature between small and large deals.
  • the input items defined for each phase are filled in through one or more actions.
  • the input items include required items and optional items, and the item achievement rate 203 displayed on the proposal screen 200 is the achievement rate of the required items in the example of FIG.
  • the phase given to the customer is switched from the nurturing phase to the next phase.
  • a person who can take charge of the phase is assigned to the customer for which the next phase is set, and the person in charge takes an action.
  • the call is started by further selecting the button 301 for executing the action of "making a call".
  • the call may be started in response to the selection of the "Proceed to call” button 201 in FIG.
  • the person in charge confirms that the necessary input is completed and saves the input content.
  • next phase is set for the customer when the stored input content includes the contents of all the required items of the phase.
  • proposal screen for the phase is displayed on the terminal of the person in charge assigned to the customer at an appropriate timing.
  • the phase set for the target customer is acquired (S401).
  • the sales support device 110 selects either one or a plurality of persons in charge of the user company assigned to the set phase (S402).
  • the action presentation information for presenting any one or a plurality of actions that can be presented in the set phase is transmitted to the terminal 120 of the person in charge (S403).
  • the timing at which the action presentation information is transmitted is appropriately determined.
  • the customer may be assigned to the person in charge.
  • the proposal screen 200 is displayed on the display screen of the terminal 120 based on the action presentation information, and the input screen 300 is further displayed.
  • the input screen 300 is for inputting the result of communication with the customer through the action for the customer, and the action presentation information may include the input item display information for displaying the input item.
  • the action presentation information can be transmitted in a plurality of times, and the input item display information may be included in any of them.
  • the proposal screen 200 and the input screen 300 are separate screens, but they may be displayed on the same screen.
  • Phase is set (S405). If not achieved, the sales support device 110 later retransmits the action presentation information to the person associated with the customer. In the example of FIG. 4, if the person in charge of the destination is the same person in charge, but the person in charge is different, the person in charge of the set phase is selected (S402) as necessary. .. Further, even if all the required items are not achieved, it is conceivable that the next phase is set according to the achievement rate exceeding a predetermined value.
  • the content displayed on the display screen of the terminal used by each person in charge by the action presentation information is appropriately determined in consideration of the improvement of CLTV according to the service to be sold and the phase of the sales activity, and in addition.
  • each person in charge of the service providing company needs to follow the contents displayed on the terminal used by himself / herself. It is only necessary to communicate with the customer, and it is possible to carry out sales activities efficiently without making excessive individual judgments.
  • the sales support device 110 selects either one or a plurality of persons in charge of the user company assigned to the next set phase, but in the next set phase. Select at least one of the assigned one or more persons in charge, send the person in charge display information for displaying the at least one person in charge to the terminal 120 of the person in charge of the current phase, and send the person in charge display information to the terminal.
  • the person in charge in the next phase may be determined in response to receiving the selection notification of any person from 120. This is described as the process before the required item is achieved and the next phase is set for the target customer, but it may be the process after that, in which case the person in charge display information is the person in charge of the previous phase. It is transmitted to the terminal 120.
  • method just in case, even if some method, program, terminal, device, server or system (hereinafter referred to as "method") has an aspect of performing an operation different from the operation described in the present specification, each of the present inventions.
  • the embodiment is intended for the same operation as any of the operations described in the present specification, and the existence of an operation different from the operation described in the present specification means that the method and the like are described in the present invention. It is added that it is not outside the scope of the embodiment.
  • start and end shown in FIG. 4 are merely examples, and do not mean that the method according to the present embodiment is always started by S401 and always ends by S405.
  • the sales support device 110 stores, for each customer of each user company, which service and what route (path) was taken in relation to the CLTV of the customer. For example, if there is a customer X in which the person in charge a is in charge of the nurturing phase, the person in charge e is in charge of the closing phase, and the person in charge h is in charge of the success stage, the data associated as follows is stored in the storage unit 113 or the storage unit 113 for each route. It is stored in the storage medium 114.
  • the predicted CLTV is shown as CLTV. Since the actual CLTV is not determined until the customer cancels the contract, the CLTV predicted for the customer X is calculated and stored.
  • the calculation method of the forecast CLTV is to set the monthly unit price of the service contracted by the target customer ⁇ the number of months for which the forecast is continued.
  • the monthly unit price instead of the actual monthly unit price, the estimated monthly unit price obtained from the monthly unit price of one or more customers in the past who have contracted the service, such as the average unit price, may be used.
  • the number of months to continue forecasting an appropriate fixed number is set for the service, and the number of months to continue forecasting, such as the average number of months to continue, is determined by the number of months to continue for multiple customers.
  • CLTV can be calculated using the actual number of months of continuation.
  • CLTV 2.4 million yen shown in the above table, it is a value when the customer X contracts a service with a monthly unit price of 100,000 yen and the average number of continuous months is 24 months.
  • the forecast CLTV is a value obtained by multiplying the monthly unit price of the service by the forecast continuation months, and further multiplying the number of days required for the target customer to make a contract, so to speak, a value inversely proportional to the number of success days.
  • the number of success days can be a lagging indicator of the continuation rate, and the shorter the number of success days, the higher the service usage continuation rate, and therefore the actual number of continuation months is expected to be longer. be.
  • a value obtained by dividing the average number of success days of the service by the number of success days of the target customer can be used as a value inversely proportional to the number of success days.
  • the predicted CLTV is calculated to be 2.5 million yen.
  • the value inversely proportional to the number of success days may be a constant multiple of the value obtained by dividing the expected number of success days of the service by the number of success days of the target customer.
  • the predicted success days may be obtained from the success days of one or more customers who have contracted the service.
  • the constant a 0 ⁇ a ⁇ 1 or 0 ⁇ a ⁇ 1 or a positive number of 1 or more can be mentioned.
  • the sales support device 110 has the person in charge of each person in the set phase.
  • the total amount of CLTV of the customer in charge can be calculated.
  • the total amount such as the score obtained by multiplying CLTV by the contract rate of each person in charge of how much the received matter could be passed to the immediately preceding phase is used for the relevant phase. You may select the person in charge of.
  • the value corresponding to the total is not the total for each person in charge in the set phase, but the contract with the customer whose person in charge of any phase before the set phase is the same as the target customer.
  • the total calculated in the range can be used. By doing so, it is possible to assign a person who can improve CLTV in the next phase according to the route of the target customer up to that point.
  • the correspondence is the first with the CLTV of each customer or the corresponding score and the customer who is the source of the inflow of each customer. It can further include associating with contacts. In this case, as the value corresponding to the total of CLTV or the corresponding score, the total calculated within the range of the contract with the customer whose first contact point is the same as the target customer can be used.
  • the sales support device 110 first sets the next phase, which is set by referring to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer in each phase.
  • the sales support device 110 first sets the next phase, which is set by referring to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer in each phase.
  • one or a plurality of persons in charge are selected in descending order of the total of CLTV of the customer in charge, the score corresponding thereto, or the value corresponding thereto (S501).
  • the person in charge display information for displaying the one or more persons in charge is transmitted to the terminal of the person in charge assigned to the target customer in the current phase (S502).
  • the sales support device 110 receives a selection notification as to which person in charge is to be selected from the terminal (S503), and determines the person in charge of the next phase to be set according to the selection notification (S504). ). This is described as a process before the required item is achieved and the next phase is set for the target customer, but it may be a process after that.
  • start and end shown in FIG. 5 are merely examples, and do not mean that the method according to the present embodiment is always started by S501 and always ends by S504.
  • the person in charge to be assigned to the target customer in the next phase is selected from the viewpoint of CLTV to increase the possibility of improving CLTV of the service provided by the service provider, but the third embodiment.
  • the third embodiment In the form, by reflecting the behavior of the person in charge who has a high total of CLTV or the corresponding score or the corresponding value in the set phase on the proposal screen, the input screen, etc. displayed to other persons in charge. Increase the possibility of improving CLTV of the service.
  • the sales support device 110 refers to the CLTV of each customer or the corresponding score and the correspondence with the person in charge of each customer in each phase, and in the set phase, the CLTV of the customer in charge or the CLTV thereof.
  • the action presentation information is changed based on at least a part of the action history of one or more persons selected in descending order of the total of the corresponding scores or the corresponding values.
  • the input item is required.
  • the input item display information included in the action presentation information may be changed so as to be an item. In this way, it is preferable to reflect the action characteristics of the person in charge who achieves high results in the action presentation information of the phase to which the person in charge is assigned and standardize.
  • the sales support device 110 so that the administrator of the service providing company can determine whether or not the change is necessary. Notification of change candidates is sent to the terminal (not shown) used by the administrator, and the input item display information is changed in response to the change request for change received from the terminal. May be good.
  • the behavioral characteristics of the person in charge with the largest total CLTV or corresponding score or the corresponding value are reflected, but the total amount of CLTV or a plurality of persons selected in descending order of the corresponding value.
  • the behavioral characteristics of the person may be reflected.
  • the questionnaire display information including at least a part of the input items displayed on the terminal 120 of the person in charge by the input item display information can be transmitted to the terminal (not shown) used by the customer in charge of the person in charge. ..
  • the customer answers the questionnaire displayed by the questionnaire display information in advance and the relevant person concerned.
  • the answer can be sent to the sales support device 110, and at least a part of the answer is included in the input item display information, or in addition to the input item display information, at the same time as or before and after the input item display information.
  • the negotiation time can be shortened, and the sales velocity can be increased.
  • the questionnaire display information includes the URL associated with the negotiation or the phase of the negotiation for each questionnaire, and the questionnaire screen displayed at the URL can be displayed by a plurality of persons within the customer.
  • an accounting person can directly input input items related to accounting such as a payment site and an account number.
  • the sales support device 110 can receive the input to the questionnaire screen displayed at the URL, refer to the correspondence between the negotiation or the phase of the negotiation and the URL, and store it as the input related to the corresponding negotiation or the phase. ..
  • a target time until the required items are achieved may be set in the set phase. Then, the sales support device 110 determines that the predicted time such as the average period determined by the time until the achievement of the required items of one or more customers in the past who have contracted the service is earlier or later than the target time.
  • the time standard such as the period and interval at which the action presentation information is transmitted to each person in charge may be changed. For example, if the predicted time is shorter than the target time, it means that communication with the customer can proceed smoothly, and it is conceivable to shorten the interval for transmitting the action presentation information to each person in charge.
  • the input item display information included in the action presentation information is changed so that the required item is an optional item.
  • Mandatory items are set because they are useful for the final closing, but it is appropriate to prioritize sales velocity when the negotiation time is lengthened and the number of negotiations is reduced. There is also sex. Therefore, in the input item display information to be transmitted to at least some of the persons in charge of one or more persons of the user company, the required items that require a predetermined time or more are set as optional items, so that the required items can be selected. The need can be verified.
  • the predicted time required for inputting any of the required items displayed by the input item display information included in the action presentation information is longer than a predetermined time, the input display information is changed to the relevant item.
  • Required items are optional items.
  • the predicted time can be a predicted time such as an average input time determined from the input times of one or a plurality of customers in the past who have contracted the service.
  • Sales support device 111
  • Communication unit 112
  • Processing unit 113
  • Storage unit 114
  • User company terminal 130 Server for providing user company services 200
  • Proposal screen 201
  • Reason for taking action
  • Achievement rate 204
  • Person in charge 205
  • Action history 206
  • Usage history 300

Abstract

A business support method for continuously provided services that presents the person responsible for a service business with actions that are highly likely to achieve better CLTV than in the past. First, a business support device 110 acquires a phase that has been set for a target customer (S401). Then the business support device 110 selects a person responsible from among one or more persons responsible for a user business assigned to the set phase (S402). Then, action presentation information that presents an action from among one or more actions that can be presented for the set phase is transmitted to a terminal 120 of the relevant person responsible (S403). Then it is determined whether all required items from among input items displayed by means of the action presentation information have been inputted (S404), and when the required items have been accomplished, a subsequent phase is set for the target customer in accordance with the accomplishment of the required items (S405).

Description

営業支援装置、営業支援方法及びそのためのプログラムSales support equipment, sales support methods and programs for that
　本発明は、継続的に提供されるサービスのための営業支援装置、営業支援方法及びそのためのプログラムに関する。 The present invention relates to a sales support device for continuously provided services, a sales support method, and a program for that purpose.
　ＳａａＳ等の継続的に提供されるサービスのための営業活動において、成約に至り、その後サービスが解約されるまでの段階（フェーズ）を区分し、各フェーズにチームを割り当てて営業マネジメントを行う手法が知られている。サービスに応じてフェーズの単位は異なるものの、一例として、リードと呼ばれる見込顧客にサービスの概要を説明し、本商談の約束を取り付けることで商談機会の扉を開くナーチャリング、見込顧客との契約を成立させるクロージング、そして成約した顧客に利用を継続してもらうためのカスタマーサクセスに区分することができる。 In sales activities for services that are continuously provided such as SaaS, there is a method of dividing the stages (phases) from the conclusion of a contract to the cancellation of the service, and assigning a team to each phase to perform sales management. Are known. Although the unit of the phase differs depending on the service, as an example, we explain the outline of the service to the prospective customer called lead, open the door of the negotiation opportunity by attaching the promise of this negotiation, and make a contract with the prospective customer. It can be divided into closing to be established and customer success to have the contracted customer continue to use it.
　各チームの成績は、たとえば、自らが担当するフェーズに上がってきた案件のうち次のフェーズに進めた案件の割合によって評価することができる。 The performance of each team can be evaluated, for example, by the ratio of the projects that have advanced to the next phase among the projects that have been promoted to the phase that they are in charge of.
　しかしながら、各チームの成績は、当該サービスを提供する企業にとっての経営指標となる顧客生涯価値（Ｃｕｓｔｏｍｅｒ　Ｌｉｆｅｔｉｍｅ　Ｖａｌｕｅ（ＣＬＴＶ））と必ずしも直接的に結びついていない。ＣＬＴＶとは、顧客がサービスを利用する期間全体に渡って支払う金額又はこれに対応する金額をいう。 However, the performance of each team is not necessarily directly linked to the customer lifetime value (Customer Lifetime Value (CLTV)), which is a management index for the company that provides the service. CLTV means the amount paid by the customer over the entire period of use of the service or the corresponding amount.
　より具体的には、各チームの成績をＫＰＩとして管理した場合、各チームは前のフェーズから受け取った案件をどれだけ直後のフェーズに渡すことができるかに終始してしまうことが避けられず、ＫＰＩの改善がサービス提供企業にとっての経営指標であるＣＬＴＶの改善に寄与するものであるのかが不明になっている。とはいえ、各チームの担当者（ｒｅｐｒｅｓｅｎｔａｔｉｖｅ）としては、どのような行動を取ればよいか個別に判断をすることは容易ではない。 More specifically, if the results of each team are managed as KPIs, it is inevitable that each team will end up with how much the matter received from the previous phase can be passed to the immediately following phase. It is unclear whether the improvement of KPI contributes to the improvement of CLTV, which is a management index for service providers. However, it is not easy for the person in charge of each team (representative) to individually judge what kind of action should be taken.
　本発明は、このような点に鑑みてなされたものであり、その目的は、継続的に提供されるサービスのための営業支援装置、営業支援方法、及びそのためのプログラムにおいて、サービス提供企業の担当者に、従来よりもＣＬＴＶを改善させる可能性の高い行動を提示することにある。 The present invention has been made in view of these points, and an object thereof is to be in charge of a service providing company in a sales support device for continuously provided services, a sales support method, and a program for that purpose. The purpose is to present the person with an action that is more likely to improve CLTV than before.
　このような目的を達成するために、本発明の第１の態様は、継続的に提供されるサービスのための営業支援方法であって、コンピュータが、前記サービスの利用について顧客に対してサービス提供企業が行う営業活動の期間を区分した複数の段階のうちの特定の段階に割り当てられた前記サービス提供企業の１又は複数の担当者のうちの少なくとも一人を選択するステップと、前記コンピュータが、前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信するステップと、前記コンピュータが、前記行動提示情報に基づいて前記第１の端末を用いる担当者が顧客に対して取る行動を介した前記顧客とのコミュニケーションの結果に応じて、次の段階を設定するステップとを含むことを特徴とする。 In order to achieve such an object, the first aspect of the present invention is a sales support method for continuously provided services, in which a computer provides a service to a customer regarding the use of the service. A step of selecting at least one of the persons in charge of one or more persons of the service providing company assigned to a specific stage among a plurality of stages of dividing the period of business activities performed by the company, and the computer. Sending action presentation information for presenting any one or a plurality of actions that can be presented at the specific stage to the first terminal used by any one of the selected at least one person in charge. The next step is set according to the step and the result of communication with the customer through the action taken by the person using the first terminal based on the action presentation information. It is characterized by including steps.
　また、本発明の第２の態様は、第１の態様の営業支援方法であって、前記コンピュータが、前記コミュニケーションの結果に応じて、すべての必須項目が入力されたか否かを判定するステップをさらに含むことを特徴とする。 Further, the second aspect of the present invention is the business support method of the first aspect, in which the computer determines whether or not all the required items have been input according to the result of the communication. It is characterized by further inclusion.
　また、本発明の第３の態様は、第２の態様の営業支援方法であって、前記コンピュータが、前記判定結果が肯定的である場合、前記顧客に次の段階を設定し、否定的である場合、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を再度送信するステップをさらに含むことを特徴とする。 Further, the third aspect of the present invention is the sales support method of the second aspect, in which the computer sets the next stage for the customer when the determination result is positive and is negative. In some cases, it further comprises the step of retransmitting the action presentation information for presenting any one or more actions that can be presented at the particular step.
　また、本発明の第４の態様は、第１の態様の営業支援方法であって、前記選択は、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各段階で担当した担当者との対応づけを参照して、前記特定の段階において担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が最も大きい担当者の選択であることを特徴とする。 Further, the fourth aspect of the present invention is the sales support method of the first aspect, and the selection is made with the CLTV of each customer or the score corresponding thereto and the person in charge of each customer at each stage. With reference to the association, it is characterized in that the CLTV of the customer in charge at the specific stage or the total of the corresponding scores or the corresponding value is the selection of the person in charge having the largest value.
　また、本発明の第５の態様は、第１の態様の営業支援方法であって、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各段階で担当した担当者との対応づけを参照して、前記特定の段階において、担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい順に選択された１又は複数の担当者の行動履歴のうちの少なくとも一部に基づいて、前記行動提示情報を変更するステップをさらに含むことを特徴とする。 Further, the fifth aspect of the present invention is the sales support method of the first aspect, and refers to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer at each stage. Then, at the specific stage, at least a part of the behavior history of one or more persons in charge selected in descending order of the total CLTV of the customer in charge or the corresponding score or the corresponding value. Based on this, it is characterized by further including a step of changing the action presentation information.
　また、本発明の第６の態様は、第５の態様の営業支援方法であって、前記変更は、前記入力項目表示情報により表示される入力項目のうちの任意項目を必須項目に変更することを含むことを特徴とする。 Further, the sixth aspect of the present invention is the business support method of the fifth aspect, and the change is to change any item among the input items displayed by the input item display information to a required item. It is characterized by including.
　また、本発明の第７の態様は、第１の態様の営業支援方法であって、前記次の段階を設定する前に、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各段階で担当した担当者との対応づけを参照して、前記次の段階において担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい順に１又は複数の担当者を選択するステップと、前記選択された１又は複数の担当者を表示するための担当者表示情報を前記第１の端末に送信するステップと、前記第１の端末から、前記担当者表示情報に基づいて表示された１又は複数の担当者のうちのいずれかの選択通知を受信するステップと、前記選択通知に基づいて、前記次の段階において前記顧客に割り当てる担当者を決定するステップとをさらに含むことを特徴とする。 Further, the seventh aspect of the present invention is the sales support method of the first aspect, in which the CLTV of each customer or the corresponding score and each customer are set at each stage before setting the next stage. With reference to the correspondence with the person in charge, the step of selecting one or more persons in descending order of the total CLTV of the customer in charge or the corresponding score or the corresponding value in the next step. And the step of transmitting the person-in-charge display information for displaying the selected one or more persons in charge to the first terminal, and the person-in-charge display information is displayed from the first terminal based on the person-in-charge display information. It is characterized by further including a step of receiving a selection notification of any one or a plurality of persons, and a step of determining a person to be assigned to the customer in the next step based on the selection notification. And.
　また、本発明の第８の態様は、第４から７のいずれかの態様の営業支援方法であって、前記ＣＬＴＶは、予測ＣＬＴＶであることを特徴とする。 Further, the eighth aspect of the present invention is the business support method according to any one of the fourth to seventh aspects, wherein the CLTV is a predicted CLTV.
　また、本発明の第９の態様は、第８の態様の営業支援方法であって、前記予測ＣＬＴＶは、前記サービスの月額単価に予測継続月数を乗じた値又はこれに対応する値であることを特徴とする。 Further, the ninth aspect of the present invention is the business support method of the eighth aspect, in which the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted continuous months or a value corresponding thereto. It is characterized by that.
　また、本発明の第１０の態様は、第８の態様の営業支援方法であって、前記予測ＣＬＴＶは、前記サービスの月額単価に予測継続月数を乗じた値にさらに前記対象顧客が契約まで要した日数に反比例する値を乗じた値であることを特徴とする。 Further, the tenth aspect of the present invention is the sales support method of the eighth aspect, in which the forecast CLTV is a value obtained by multiplying the monthly unit price of the service by the forecast continuation months until the target customer makes a contract. It is characterized by being a value obtained by multiplying the number of days required by a value inversely proportional to the number of days required.
　また、本発明の第１１の態様は、第４から１０のいずれかの態様の営業支援方法であって、前記ＣＬＴＶ又はこれに対応するスコアの合計に対応する値は、前記特定の段階より前のいずれかの段階を担当した担当者が前記顧客と同一である顧客との契約の範囲で算出したＣＬＴＶ又はこれに対応するスコアの合計であることを特徴とする。 Further, the eleventh aspect of the present invention is the business support method according to any one of the fourth to ten aspects, and the value corresponding to the total of the CLTV or the corresponding score is before the specific stage. It is characterized in that the person in charge of any of the above stages is the total of CLTV or the corresponding score calculated within the range of the contract with the customer who is the same as the customer.
　また、本発明の第１２の態様は、第４から１０のいずれかの態様であって、前記対応づけは、各顧客を各段階で担当した担当に加えて、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客との最初の接点との対応づけをさらに含むことを特徴とする。 Further, the twelfth aspect of the present invention is any one of the fourth to ten aspects, and the correspondence corresponds to the CLTV of each customer or the corresponding person in addition to the person in charge of each customer at each stage. It is characterized by further including the correspondence between the score to be played and the first contact with each customer.
　また、本発明の第１３の態様は、第１２の態様の営業支援方法であって、前記ＣＬＴＶ又はこれに対応するスコアの合計に対応する値は、前記最初の接点が前記対象顧客と同一である顧客との契約の範囲で算出したＣＬＴＶの合計であることを特徴とする。 Further, the thirteenth aspect of the present invention is the sales support method of the twelfth aspect, and the value corresponding to the total of the CLTV or the corresponding score is such that the first contact point is the same as the target customer. It is characterized by being the total of CLTV calculated within the scope of the contract with a certain customer.
　また、本発明の第１４の態様は、第１から１３のいずれかの態様の営業支援方法であって、前記行動提示情報に含まれる入力項目表示情報によって表示される１又は複数の入力項目の少なくとも一部を表示するためのアンケート表示情報を、前記行動提示情報を前記第１の端末に送信する前に、前記顧客が用いる第２の端末に表示するステップと、前記第２の端末から、前記アンケート表示情報に基づいて表示されたアンケートに対する回答を受信するステップと、前記回答の少なくとも一部を、前記入力項目表示情報と同時に又はその前後に前記第１の端末に送信するステップとをさらに含むことを特徴とする。 Further, the fourteenth aspect of the present invention is the business support method according to any one of the first to thirteenth aspects, wherein one or a plurality of input items displayed by the input item display information included in the action presentation information. From the step of displaying the questionnaire display information for displaying at least a part on the second terminal used by the customer before transmitting the action presentation information to the first terminal, and from the second terminal. Further, a step of receiving an answer to the questionnaire displayed based on the questionnaire display information and a step of transmitting at least a part of the answer to the first terminal at the same time as or before and after the input item display information. It is characterized by including.
　また、本発明の第１５の態様は、第１から１４のいずれかの態様の営業支援方法であって、前記行動提示情報に含まれる入力項目表示情報によって表示されるいずれかの必須項目の入力に要する予測時間が所定の時間以上である場合に、前記入力項目表示情報を変更して前記必須項目を任意項目とするステップをさらに含むことを特徴とする。 Further, the fifteenth aspect of the present invention is the business support method according to any one of the first to the fourteenth aspects, in which the input of any essential item displayed by the input item display information included in the action presentation information is input. When the predicted time required for the above is equal to or longer than a predetermined time, the step of changing the input item display information to make the required item an optional item is further included.
　また、本発明の第１６の態様は、コンピュータに、継続的に提供されるサービスのための営業支援方法を実行させるためのプログラムであって、前記方法は、コンピュータが、前記サービスの利用について顧客に対してサービス提供企業が行う営業活動の期間を区分した複数の段階のうちの特定の段階に割り当てられた前記サービス提供企業の１又は複数の担当者のうちの少なくとも一人を選択するステップと、前記コンピュータが、前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信するステップと、前記コンピュータが、前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信するステップと、前記コンピュータが、前記行動提示情報に基づいて前記第１の端末を用いる担当者が顧客に対して取る行動を介した前記顧客とのコミュニケーションの結果に応じて、次の段階を設定するステップとを含むことを特徴とする。 A sixteenth aspect of the present invention is a program for causing a computer to execute a sales support method for a continuously provided service, wherein the computer is a customer regarding the use of the service. A step of selecting at least one of the persons in charge of one or more persons of the service providing company assigned to a specific stage among a plurality of stages of the business activities performed by the service providing company. An action for the computer to present one or more of the actions that can be presented at the particular stage to the first terminal used by any of the selected at least one person. Of the steps of transmitting the presentation information and one or more actions that the computer can present to the first terminal used by any of the selected at least one person at the particular stage. The step of transmitting the action presentation information for presenting any of the above, and the action of the computer to the customer through the action taken by the person in charge of using the first terminal based on the action presentation information. It is characterized by including a step of setting the next stage according to the result of communication.
　また、本発明の第１７の態様は、継続的に提供されるサービスのための営業支援装置であって、前記サービスの利用について顧客に対してサービス提供企業が行う営業活動の期間を区分した複数の段階のうちの特定の段階に割り当てられた前記サービス提供企業の１又は複数の担当者のうちの少なくとも一人を選択し、前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信し、前記行動提示情報に基づいて前記第１の端末を用いる担当者が顧客に対して取る行動を介した前記顧客とのコミュニケーションの結果に応じて、次の段階を設定することを特徴とする。 Further, the seventeenth aspect of the present invention is a sales support device for a service continuously provided, and a plurality of divisions of a period of sales activities performed by a service providing company to a customer regarding the use of the service. A first in which at least one of the persons in charge of one or more of the service providers assigned to a specific stage of the stage is selected and used by any of the persons in charge of at least one selected. A person in charge of transmitting action presentation information for presenting one or a plurality of actions that can be presented at the specific stage to the terminal of the above, and using the first terminal based on the action presentation information. It is characterized in that the next stage is set according to the result of communication with the customer through the action taken by the customer.
　本発明の一態様によれば、サービス提供企業の各担当者が用いる端末の表示画面に表示される内容を、販売対象のサービス及び営業活動のフェーズに応じて、適宜定めることによって、各担当者は、自らが用いる端末に表示される内容に沿って必要なコミュニケーションを顧客と取っていけばよく、過度に個別に判断をすることなく、効率的に営業活動を遂行することができる。 According to one aspect of the present invention, the content displayed on the display screen of the terminal used by each person in charge of the service providing company is appropriately determined according to the phase of the service to be sold and the sales activity, so that each person in charge can use it. Can efficiently carry out sales activities without making excessive individual judgments by taking necessary communication with the customer according to the contents displayed on the terminal used by the customer.
本発明の第１の実施形態にかかる営業支援装置を示す図である。It is a figure which shows the business support apparatus which concerns on 1st Embodiment of this invention. 本発明の第１の実施形態において、ナーチャリングフェーズの担当者に最初に表示される画面の一例を示す図である。It is a figure which shows an example of the screen which is first displayed to the person in charge of a nurturing phase in the 1st Embodiment of this invention. 本発明の第１の実施形態において、ナーチャリングフェーズの担当者に２番目に表示される画面の一例を示す図である。It is a figure which shows an example of the screen which is second-displayed to the person in charge of a nurturing phase in the 1st Embodiment of this invention. 本発明の第１の実施形態にかかる営業支援方法の流れ図である。It is a flow chart of the business support method which concerns on 1st Embodiment of this invention. 本発明の第２の実施形態にかかる営業支援方法の流れ図である。It is a flow chart of the business support method which concerns on the 2nd Embodiment of this invention.
　以下、本発明の実施形態を図面を参照して詳細に説明する。 Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
　（第１の実施形態）　
　図１に、本発明の第１の実施形態にかかる営業支援装置を示す。営業支援装置１１０は、インターネット等のコンピュータネットワークを介して営業支援装置１１０によって提供される営業支援サービスのユーザー企業の端末１２０と通信を行う。当該営業支援サービスでは、ユーザー企業毎にメンバーの登録が可能であり、各メンバーに対し、当該ユーザー企業が提供するサービスが有する複数のフェーズのうちのいずれを担当するかを設定することができる。各メンバーに対して直接的に担当のフェーズを設定することのほかに、各メンバーが所属するユニットを設定し、各ユニットに対して１又は複数のフェーズを設定することにより、間接的に各メンバーに担当のフェーズを設定してもよい。また、当該営業支援サービスでは、各ユーザー企業の各顧客がいずれのフェーズに属するかが設定される。サーバ１３０は、ユーザー企業のサービスを提供するためのものであり、必要に応じて営業支援装置１１０とコンピュータネットワークを介して通信可能とされる。 (First Embodiment)
FIG. 1 shows a sales support device according to a first embodiment of the present invention. The sales support device 110 communicates with the terminal 120 of the user company of the sales support service provided by the sales support device 110 via a computer network such as the Internet. In the sales support service, members can be registered for each user company, and it is possible to set for each member which of the plurality of phases of the service provided by the user company is in charge. In addition to directly setting the phase in charge for each member, by setting the unit to which each member belongs and setting one or more phases for each unit, each member indirectly You may set the phase in charge of. Further, in the sales support service, which phase each customer of each user company belongs to is set. The server 130 is for providing the service of the user company, and can communicate with the sales support device 110 via the computer network as needed.
　当該サービスは、継続的に提供されるものであり、当該サービスの利用について顧客とユーザー企業との間で契約が成立して、その後解約されるまでの期間を区分した複数の段階に分けて営業が行われる。本明細書において「継続的に提供されるサービス」とは、サービス提供企業と顧客との間の契約に基づいて、サービスの利用が一月を超えて継続し、複数回の支払が発生するサービスを言い、一例として月額課金サービスが挙げられる。 The service is continuously provided, and the business is divided into multiple stages for the period from the conclusion of a contract between the customer and the user company regarding the use of the service to the subsequent cancellation. Is done. As used herein, the term "continuously provided service" means a service in which the use of the service continues for more than one month and multiple payments are made based on the contract between the service provider and the customer. One example is the monthly billing service.
　営業支援装置１１０は、通信インターフェースなどの通信部１１１と、プロセッサ、ＣＰＵ等の処理部１１２と、メモリ、ハードディスク等の記憶装置又は記憶媒体を含む記憶部１１３とを備え、各処理を行うためのプログラムを実行することによって構成することができる。営業支援装置１１０は、１又は複数の装置、コンピュータないしサーバを含むことがある。また、当該プログラムは、１又は複数のプログラムを含むことがあり、また、コンピュータ読み取り可能な記憶媒体に記録して非一過性のプログラムプロダクトとすることができる。当該プログラムは、記憶部１１３又は営業支援装置１１０からアクセス可能な記憶媒体１１４に記憶しておき、処理部１１２において実行することができる。記憶媒体１１４に記憶されたデータは、その全部又は一部を記憶部１１３にて記憶してもよい。本明細書において、営業支援装置１１０が用いるデータは、記憶部１１３又は記憶媒体１１４に記憶され、必要に応じて参照される。 The sales support device 110 includes a communication unit 111 such as a communication interface, a processing unit 112 such as a processor and a CPU, and a storage unit 113 including a storage device such as a memory and a hard disk or a storage medium for performing each processing. It can be configured by running the program. The sales support device 110 may include one or more devices, computers or servers. In addition, the program may include one or more programs, and may be recorded on a computer-readable storage medium to be a non-transient program product. The program can be stored in a storage medium 114 accessible from the storage unit 113 or the sales support device 110, and can be executed by the processing unit 112. All or part of the data stored in the storage medium 114 may be stored in the storage unit 113. In the present specification, the data used by the business support device 110 is stored in the storage unit 113 or the storage medium 114, and is referred to as necessary.
　図２に、本発明の第１の実施形態において、ナーチャリングフェーズの担当者に最初に表示される画面の一例を示す。図２の画面２００は、端末１２０を用いる担当者が担当可能なフェーズの１又は複数の顧客のうちのいずれかに対するアクションを提案する画面という意味で、以下「提案画面（ｓｕｇｇｅｓｔｉｏｎ　ｓｃｒｅｅｎ）」と呼ぶ。担当者と顧客との組み合わせは、顧客に対して当該顧客と同一ステージを担当可能な担当者を割り当てる場合と、担当者に対して当該担当者が担当可能な１又は複数のステージのいずれかに属する顧客を割り当てる場合が考えられる。また、担当者と顧客との組み合わせは、顧客に対するアクションをさらに関連づけて、担当者と顧客と顧客に対するアクションの組み合わせとすることができる。 FIG. 2 shows an example of a screen first displayed to the person in charge of the nurturing phase in the first embodiment of the present invention. The screen 200 of FIG. 2 is hereinafter referred to as a “suggestion screen” in the sense that it is a screen that proposes an action for one or a plurality of customers in one of the phases that the person in charge of using the terminal 120 can take charge of. .. The combination of the person in charge and the customer can be either in the case of assigning a person in charge of the same stage as the customer to the customer, or in one or more stages in which the person in charge can be in charge of the person in charge. It is conceivable to assign the customer to which it belongs. In addition, the combination of the person in charge and the customer can be a combination of the person in charge and the customer and the action for the customer by further relating the action to the customer.
　ここで、本明細書において「顧客」とは、ユーザー企業のサービスを利用開始前の見込顧客に加えて、当該サービスを利用中の顧客を含む意味で用いる。 Here, the term "customer" in the present specification is used to mean that the service of the user company includes not only the prospective customer before the start of use but also the customer who is using the service.
　あるメンバーが端末１２０を用いて当該サービスにアクセスした際、営業支援装置１１０は、たとえば当該メンバーがログインに用いたＩＤに基づいて当該メンバーを識別し、当該メンバーに既に関連づけられている顧客のための提案画面を端末１２０に表示することができる。あるいは、当該メンバーが識別された後に、当該メンバーが担当可能な１又は複数のフェーズのいずれかに属する顧客が関連づけられ、その後、当該顧客のための提案画面を端末１２０に表示してもよい。 When a member accesses the service using the terminal 120, the sales support device 110 identifies the member based on, for example, the ID used by the member for login, and is for a customer who is already associated with the member. The proposal screen can be displayed on the terminal 120. Alternatively, after the member is identified, a customer belonging to either one or a plurality of phases that the member can be in charge of is associated, and then a proposal screen for the customer may be displayed on the terminal 120.
　提案画面２００には、「架電に進む」という行動（アクション）を取るためのボタン２０１が表示されている。加えて、当該アクションを取る理由２０２も表示される。この例では、「５５　Ｇｏｚｉｌｌａ　Ｓｏｌｕｔｉｏｎｓ」という企業のＳａａＳ事業部が顧客であり、当該顧客の与件整理を架電の目的とすることが記載されている。 On the proposal screen 200, a button 201 for taking an action (action) of "proceeding to call" is displayed. In addition, the reason 202 for taking the action is also displayed. In this example, it is described that the SaaS division of a company called "55 Gozilla Solutions" is a customer, and the purpose of the call is to arrange the customer's requirements.
　提案画面２００には、さらにナーチャリングフェーズにおいて入力すべき項目の項目達成率２０３を表示することが可能であり、担当者２０４は、この顧客と後どの程度の関わり合い（ｅｎｇａｇｅｍｅｎｔ）が必要であるのかを把握することができる。提案画面２００はさらに、提案画面２００が担当者２０４の端末１２０に表示されるまでの顧客に対するアクション及び顧客からのアクションの履歴２０５を表示してもよい。アクションの履歴２０５は、少なくとも部分的に、担当者がこの営業支援サービス上で行ったアクションを記録していくことで生成することができる。一例において、営業支援装置１００により提供される営業支援サービスのための画面からアクションを開始することができる。 On the proposal screen 200, it is possible to further display the item achievement rate 203 of the item to be input in the nurturing phase, and the person in charge 204 needs to have an engagement with this customer. Can be grasped. The proposal screen 200 may further display a history 205 of actions for the customer and actions from the customer until the proposal screen 200 is displayed on the terminal 120 of the person in charge 204. The action history 205 can be generated, at least in part, by recording the actions taken by the person in charge on this sales support service. In one example, the action can be started from the screen for the sales support service provided by the sales support device 100.
　また、提案画面２００は、ユーザー企業が提供するサービスの利用（ｕｓａｇｅ）の履歴２０６を表示してもよい。利用履歴２０６は、営業支援装置１１０が、ユーザー企業がサービス提供に用いているサーバ１３０と通信して、たとえばＡＰＩ連携によって取得可能である。ユーザー企業が提供するサービスは、たとえば無料で利用開始可能で、利用期間、利用範囲、利用量等に応じて有料となるものが想定され、そのような場合には、見込顧客であっても利用履歴２０６が存在することとなる。一例として、サービスを利用する上での初期設定の進捗率、サービスへのログイン頻度等を利用履歴２０６から取得することが可能である。 Further, the proposal screen 200 may display the history 206 of the use (usage) of the service provided by the user company. The usage history 206 can be acquired by the sales support device 110 communicating with the server 130 used by the user company to provide the service, for example, by linking with the API. Services provided by user companies can be started for free, for example, and it is assumed that they will be charged according to the period of use, range of use, amount of use, etc. In such cases, even prospective customers can use the services. The history 206 will exist. As an example, it is possible to acquire the progress rate of the initial setting for using the service, the login frequency to the service, and the like from the usage history 206.
　担当者２０４は、アクション及び必要に応じてその理由を理解し、さらに必要に応じてアクション履歴２０５及び利用履歴２０６の少なくとも一部を確認し、アクションを取るためのボタン２０１をタップ又はクリックによって選択することで、端末１２０を次の画面に遷移させる。 The person in charge 204 understands the action and the reason as necessary, confirms at least a part of the action history 205 and the usage history 206 as necessary, and selects the button 201 for taking the action by tapping or clicking. By doing so, the terminal 120 is transitioned to the next screen.
　利用履歴２０６に基づいて算出される指標が所定の閾値以下又は未満である場合に、サービスの当該指標に関する機能の利用方法を説明することを担当者２０４に促す表示を提案画面２００又はその他の画面にしてもよい。たとえば、当該サービスで作成できる書類の作成数、当該サービスで送信できるメッセージの送信数、当該サービスで自動入力できる項目の自動入力数等の値が閾値以下又は未満であれば、当該サービスを適切に利用できていないおそれがあり、必要な説明を行うことでサービスの利用継続の可能性を高めることができる。 Proposal screen 200 or other screen prompting the person in charge 204 to explain how to use the function related to the index of the service when the index calculated based on the usage history 206 is equal to or less than a predetermined threshold. You may do it. For example, if the values such as the number of documents that can be created by the service, the number of messages that can be sent by the service, and the number of automatic entries of items that can be automatically entered by the service are less than or equal to the threshold value, the service is appropriately used. There is a possibility that it cannot be used, and the possibility of continuing to use the service can be increased by giving necessary explanations.
　また、利用履歴２０６に基づいて算出される指標が所定の閾値以上又は超である場合に、サービスの上位プランへの移行を提案することを担当者２０４に促す表示を提案画面２００又はその他の画面にしてもよい。たとえば、当該サービスで作成できる書類の作成数、当該サービスで送信できるメッセージの送信数等の値が閾値以上又は超であれば、当該サービスを一層利用するニーズがある可能性がある。 In addition, when the index calculated based on the usage history 206 is equal to or greater than a predetermined threshold value, a display prompting the person in charge 204 to propose a transition to a higher-level plan of the service is displayed on the proposal screen 200 or other screens. You may do it. For example, if the values such as the number of documents created by the service and the number of messages sent by the service are equal to or greater than the threshold value, there may be a need to further use the service.
　ここで、閾値以上又は閾値以下といった表現を用いたが、閾値をどのように定めるかによって上下関係は変化し得ることから、指標と所定の閾値との対比をすることが肝要である。また、所定の閾値との対比対象となる指標は、ある機能の利用回数に限らず、それに基づいて定まる変化量、変化率その他の値としてもよい。 Here, the expression such as above or below the threshold is used, but since the hierarchical relationship can change depending on how the threshold is set, it is important to compare the index with the predetermined threshold. Further, the index to be compared with the predetermined threshold value is not limited to the number of times a certain function is used, but may be a change amount, a change rate or other values determined based on the number of times the function is used.
　図３に、本発明の第１の実施形態において、ナーチャリングフェーズの担当者に２番目に表示される画面の一例を示す。図３の画面３００は、端末１２０を用いる担当者が顧客とのコミュニケーションの結果を入力する画面という意味で、以下「入力画面（ｉｎｐｕｔ　ｓｃｒｅｅｎ）」と呼ぶ。入力される項目には、「今後の取り組み予定を確認する」のように担当者が顧客に質問をし、それに対する顧客の回答を入力することのほか、「顧客担当者の問題を具体化する」のように、顧客に対する架電というアクションの結果として得られた担当者の理解を入力することも含まれる。また、通話中に顧客に特定の説明を行ったことを入力することも含まれる。これらの入力は、通話中に行ってもよく、通話後に行ってもよい。また、通話時間を記録しておいてもよい。一例として、「電話を掛ける」等のアクションを取るためのボタン３０１がタップ又はクリックによって選択されることでアクションの開始を記録し、再度当該ボタン３０１又は関連するボタンが選択されることでアクションの終了を記録することが挙げられる。 FIG. 3 shows an example of a screen displayed second to the person in charge of the nurturing phase in the first embodiment of the present invention. The screen 300 of FIG. 3 is a screen in which a person in charge of using the terminal 120 inputs the result of communication with a customer, and is hereinafter referred to as an “input screen”. In the items to be entered, the person in charge asks the customer a question such as "Confirm future work schedule" and inputs the customer's answer to it, as well as "Implement the problem of the customer person in charge". It also includes entering the understanding of the person in charge obtained as a result of the action of calling the customer. It also includes entering a particular explanation to the customer during the call. These inputs may be made during the call or after the call. You may also record the talk time. As an example, a button 301 for taking an action such as "make a call" is selected by tapping or clicking to record the start of the action, and the button 301 or a related button is selected again to record the start of the action. Recording the end can be mentioned.
　上述の説明では、アクションとして架電を挙げたが、他には、対面での面談、オンラインでの面談、メール送信、受信メール確認等のさまざまな種類が挙げられる。一例として、受信したメールをみながら入力画面で関連する項目を入力していくことができる。また、フェーズに応じて、入力画面３００の入力欄は異なる。また、販売するサービスにより、商談の性質が異なり得るため、入力項目も異なることが考えられる。例として、小口商談と大口商談の性質の違いが挙げられる。各フェーズについて定められた入力項目が、１又は複数のアクションを通じて埋められていく。入力項目には、必須項目と任意項目があり、提案画面２００に表示された項目達成率２０３は、図２の例では、必須項目の達成率である。 In the above explanation, the call was mentioned as an action, but there are various other types such as face-to-face interviews, online interviews, email transmissions, and confirmation of received emails. As an example, you can enter related items on the input screen while looking at the received email. Further, the input field of the input screen 300 differs depending on the phase. In addition, since the nature of the negotiation may differ depending on the service to be sold, it is possible that the input items also differ. An example is the difference in nature between small and large deals. The input items defined for each phase are filled in through one or more actions. The input items include required items and optional items, and the item achievement rate 203 displayed on the proposal screen 200 is the achievement rate of the required items in the example of FIG.
　入力画面３００において、入力すべき必須項目がすべて入力された場合、顧客に付与されたフェーズが、ナーチャリングフェーズから次のフェーズに切り替わる。次のフェーズが設定された顧客には、当該フェーズを担当可能な担当者が割り当てられ、当該担当者がアクションを取ることとなる。図３の例では、図２の「架電に進む」ボタン２０１が選択された後に、「電話を掛ける」というアクションを実行するためのボタン３０１がさらに選択されることで通話が始まる流れであるが、図２の「架電に進む」ボタン２０１が選択されたことに応じて通話を開始してもよい。いずれにしても、通話等のアクションが終了した後に担当者は必要な入力が完了したことを確認して、入力内容を保存する。具体的には、図３の「架電に進む」ボタン３０１をアクションの終了後には「保存する」という入力内容を保存するためのボタンに代替し、当該ボタンを担当者がタップ又はクリックにより選択することで、入力内容を記憶することが考えられる。一例において、記憶された入力内容が当該フェーズのすべての必須項目の内容を含む場合に当該顧客に次のフェーズを設定する。次のフェーズでは、適切なタイミングで、当該フェーズのための提案画面が当該顧客に割り当てられた担当者の端末に表示される。 When all the required items to be input are input on the input screen 300, the phase given to the customer is switched from the nurturing phase to the next phase. A person who can take charge of the phase is assigned to the customer for which the next phase is set, and the person in charge takes an action. In the example of FIG. 3, after the "Proceed to call" button 201 of FIG. 2 is selected, the call is started by further selecting the button 301 for executing the action of "making a call". However, the call may be started in response to the selection of the "Proceed to call" button 201 in FIG. In any case, after the action such as a call is completed, the person in charge confirms that the necessary input is completed and saves the input content. Specifically, the "Proceed to call" button 301 in FIG. 3 is replaced with a button for saving the input content "Save" after the action is completed, and the person in charge selects the button by tapping or clicking. By doing so, it is conceivable to memorize the input contents. In one example, the next phase is set for the customer when the stored input content includes the contents of all the required items of the phase. In the next phase, the proposal screen for the phase is displayed on the terminal of the person in charge assigned to the customer at an appropriate timing.
　上述の説明を営業支援装置１１０の視点で改めて記述すると次のようになる。まず、営業支援装置１１０において、対象とする顧客に設定されたフェーズを取得する（Ｓ４０１）。次に、営業支援装置１１０は、設定されたフェーズに割り当てられたユーザー企業の１又は複数の担当者のうちのいずれかを選択する（Ｓ４０２）。そして、当該担当者の端末１２０に、設定されたフェーズにおいて提示可能な１又は複数のアクションのうちのいずれかを提示するためのアクション提示情報を送信する（Ｓ４０３）。アクション提示情報が送信されるタイミングは、適宜定められる。また、上述のとおり、担当者と顧客との組み合わせが定まる流れは、担当者に対して顧客が割り当てられる場合もある。 The above explanation is described again from the viewpoint of the sales support device 110 as follows. First, in the sales support device 110, the phase set for the target customer is acquired (S401). Next, the sales support device 110 selects either one or a plurality of persons in charge of the user company assigned to the set phase (S402). Then, the action presentation information for presenting any one or a plurality of actions that can be presented in the set phase is transmitted to the terminal 120 of the person in charge (S403). The timing at which the action presentation information is transmitted is appropriately determined. Further, as described above, in the flow in which the combination of the person in charge and the customer is determined, the customer may be assigned to the person in charge.
　一例において、端末１２０の表示画面には、アクション提示情報に基づいて、提案画面２００が表示され、さらに入力画面３００が表示される。入力画面３００は、顧客に対するアクションを介した当該顧客とのコミュニケーションの結果を入力するためのものであり、入力項目を表示させるための入力項目表示情報をアクション提示情報が含んでもよい。複数回に分けてアクション提示情報を送信することができ、そのうちのいずれかに入力項目表示情報を含むようにしてもよい。図２及び３では、提案画面２００と入力画面３００を別個の画面としたが、これらを同一の画面で表示してもよい。 In one example, the proposal screen 200 is displayed on the display screen of the terminal 120 based on the action presentation information, and the input screen 300 is further displayed. The input screen 300 is for inputting the result of communication with the customer through the action for the customer, and the action presentation information may include the input item display information for displaying the input item. The action presentation information can be transmitted in a plurality of times, and the input item display information may be included in any of them. In FIGS. 2 and 3, the proposal screen 200 and the input screen 300 are separate screens, but they may be displayed on the same screen.
　入力項目表示情報によって表示される入力項目のうちのすべての必須項目が入力されたか否かが判定され（Ｓ４０４）、必須項目が達成された場合には、そのことに応じて、対象顧客に次のフェーズが設定される（Ｓ４０５）。達成されていない場合には、営業支援装置１１０は、当該顧客に関連づけられた担当者に、アクション提示情報を後に再度送信する。図４の例では、送信先の担当者は、同一の担当者であるが、異なる担当者である場合には、必要に応じて、設定されたフェーズの担当者の選択（Ｓ４０２）が行われる。また、必須項目がすべて達成されていなくても、達成率が所定の値以上となったことに応じて、次のフェーズが設定されるようにすることも考えられる。 It is determined whether or not all the required items among the input items displayed by the input item display information have been input (S404), and if the required items are achieved, the next to the target customer is determined accordingly. Phase is set (S405). If not achieved, the sales support device 110 later retransmits the action presentation information to the person associated with the customer. In the example of FIG. 4, if the person in charge of the destination is the same person in charge, but the person in charge is different, the person in charge of the set phase is selected (S402) as necessary. .. Further, even if all the required items are not achieved, it is conceivable that the next phase is set according to the achievement rate exceeding a predetermined value.
　本実施形態において、アクション提示情報によって各担当者が用いる端末の表示画面に表示される内容を販売対象のサービス及び営業活動のフェーズに応じて、ＣＬＴＶ向上を考慮して適宜定めておき、加えて、アクション提示情報を送信するタイミング及び送信先となる担当者を適宜必要に応じて定めておくことによって、サービス提供企業の各担当者は、自らが用いる端末に表示される内容に沿って必要なコミュニケーションを顧客と取っていけばよく、過度に個別に判断をすることなく、効率的に営業活動を遂行することができる。 In the present embodiment, the content displayed on the display screen of the terminal used by each person in charge by the action presentation information is appropriately determined in consideration of the improvement of CLTV according to the service to be sold and the phase of the sales activity, and in addition. By appropriately determining the timing to send the action presentation information and the person in charge to be the destination, each person in charge of the service providing company needs to follow the contents displayed on the terminal used by himself / herself. It is only necessary to communicate with the customer, and it is possible to carry out sales activities efficiently without making excessive individual judgments.
　上述の説明に沿えば、営業支援装置１１０はその後、設定された次のフェーズに割り当てられたユーザー企業の１又は複数の担当者のうちのいずれかを選択するが、設定される次のフェーズに割り当てられた１又は複数の担当者のうちの少なくとも一人を選択して、今のフェーズの担当者の端末１２０に当該少なくとも一人の担当者を表示するための担当者表示情報を送信し、当該端末１２０からいずれかの担当者の選択通知を受信したことに応じて、次のフェーズにおける担当者を決定してもよい。これは、必須項目が達成されて次のフェーズが対象顧客に設定される前の処理として記述したが、その後の処理としてもよく、その場合には担当者表示情報は前のフェーズの担当者の端末１２０に送信される。 According to the above description, the sales support device 110 then selects either one or a plurality of persons in charge of the user company assigned to the next set phase, but in the next set phase. Select at least one of the assigned one or more persons in charge, send the person in charge display information for displaying the at least one person in charge to the terminal 120 of the person in charge of the current phase, and send the person in charge display information to the terminal. The person in charge in the next phase may be determined in response to receiving the selection notification of any person from 120. This is described as the process before the required item is achieved and the next phase is set for the target customer, but it may be the process after that, in which case the person in charge display information is the person in charge of the previous phase. It is transmitted to the terminal 120.
　なお、「××のみに基づいて」、「××のみに応じて」、「××のみの場合」というように「のみ」との記載がなければ、本明細書においては、付加的な情報も考慮し得ることが想定されていることに留意されたい。また、一例として、「ａの場合にｂする」という記載は、明示した場合を除き、「ａの場合に常にｂする」こと、「ａの直後にｂする」ことを必ずしも意味しないことに留意されたい。また、「Ａを構成する各ａ」という記載は、必ずしもＡが複数の構成要素によって構成されることを意味するものではなく、構成要素が単数であることを含む。 If there is no description of "only" such as "based on XX only", "according to XX only", and "in the case of XX only", additional information is provided in this specification. It should be noted that it is assumed that also can be considered. Further, as an example, it should be noted that the description "b in the case of a" does not necessarily mean "always b in the case of a" or "b immediately after a", except when explicitly stated. I want to be. Further, the description "each a constituting A" does not necessarily mean that A is composed of a plurality of constituent elements, but includes that the constituent elements are singular.
　また、念のため、なんらかの方法、プログラム、端末、装置、サーバ又はシステム（以下「方法等」）において、本明細書で記述された動作と異なる動作を行う側面があるとしても、本発明の各態様は、本明細書で記述された動作のいずれかと同一の動作を対象とするものであり、本明細書で記述された動作と異なる動作が存在することは、当該方法等を本発明の各態様の範囲外とするものではないことを付言する。 Further, just in case, even if some method, program, terminal, device, server or system (hereinafter referred to as "method") has an aspect of performing an operation different from the operation described in the present specification, each of the present inventions. The embodiment is intended for the same operation as any of the operations described in the present specification, and the existence of an operation different from the operation described in the present specification means that the method and the like are described in the present invention. It is added that it is not outside the scope of the embodiment.
　また、図４において示される「開始」及び「終了」は、一例を示すものに過ぎず、本実施形態にかかる方法がＳ４０１によって必ず開始され、Ｓ４０５によって必ず終了することを意味するものではない。 Further, "start" and "end" shown in FIG. 4 are merely examples, and do not mean that the method according to the present embodiment is always started by S401 and always ends by S405.
　（第２の実施形態）　
　第２の実施形態では、設定されたフェーズに割り当てられた１又は複数の担当者のうちの少なくとも一人を選択する上で、当該フェーズに割り当てられた各担当者が担当した各顧客のＣＬＴＶを参照する。 (Second embodiment)
In the second embodiment, in selecting at least one of one or more persons assigned to the set phase, the CLTV of each customer assigned to each person assigned to the phase is referred to. do.
　営業支援装置１１０では、各ユーザー企業の各顧客について、どのサービスについて、どのような経路（ｐａｔｈ）を通ってきたかを当該顧客のＣＬＴＶと関連づけて記憶している。たとえば、ナーチャリングフェーズを担当者ａ、クロージングフェーズを担当者ｅ、そしてサクセスステージを担当者ｈが担当した顧客Ｘがいた場合、以下のように対応づけられたデータが経路ごとに記憶部１１３又は記憶媒体１１４に記憶される。 The sales support device 110 stores, for each customer of each user company, which service and what route (path) was taken in relation to the CLTV of the customer. For example, if there is a customer X in which the person in charge a is in charge of the nurturing phase, the person in charge e is in charge of the closing phase, and the person in charge h is in charge of the success stage, the data associated as follows is stored in the storage unit 113 or the storage unit 113 for each route. It is stored in the storage medium 114.
Figure JPOXMLDOC01-appb-T000001
Figure JPOXMLDOC01-appb-T000001
　上記表において、ＣＬＴＶとして予測ＣＬＴＶを示している。実ＣＬＴＶは、顧客が契約を解約するまで定まらないため、顧客Ｘについて予測されるＣＬＴＶを算出し、記憶している。予測ＣＬＴＶの算出方法は、一例として、対象となる顧客が契約したサービスの月額単価×予測継続月数とすることが挙げられる。月額単価として、実月額単価の代わりに、平均単価等、当該サービスを契約した過去の１又は複数の顧客の月額単価より求まる予測月額単価を用いてもよい。また、予測継続月数としては、当該サービスについて適切な定数を定めたり、平均継続月数等、当該サービスを契約した過去の１多は複数の顧客の継続月数より定まる予測継続月数を用いてもよい。また、すでに契約を解約した顧客については、実継続月数を用いてＣＬＴＶを算出することができる。上記表に示される２４０万円という予測ＣＬＴＶでは、月額単価１０万円のサービスを顧客Ｘが契約し、平均継続月数が２４月である場合の値である。 In the above table, the predicted CLTV is shown as CLTV. Since the actual CLTV is not determined until the customer cancels the contract, the CLTV predicted for the customer X is calculated and stored. As an example, the calculation method of the forecast CLTV is to set the monthly unit price of the service contracted by the target customer × the number of months for which the forecast is continued. As the monthly unit price, instead of the actual monthly unit price, the estimated monthly unit price obtained from the monthly unit price of one or more customers in the past who have contracted the service, such as the average unit price, may be used. In addition, as the number of months to continue forecasting, an appropriate fixed number is set for the service, and the number of months to continue forecasting, such as the average number of months to continue, is determined by the number of months to continue for multiple customers. You may. For customers who have already canceled the contract, CLTV can be calculated using the actual number of months of continuation. In the forecast CLTV of 2.4 million yen shown in the above table, it is a value when the customer X contracts a service with a monthly unit price of 100,000 yen and the average number of continuous months is 24 months.
　上記表には、さらに顧客Ｙについて、クロージングフェーズで担当者ｆが成約することができなかったこと、顧客Ｚについて、ナーチャリングフェーズで担当者ａが商談を次のフェーズに進められなかったことを示している。 In the above table, it is further shown that the person in charge f could not close the contract in the closing phase for customer Y, and the person in charge a could not proceed to the next phase in the nurturing phase for customer Z. Shows.
　予測ＣＬＴＶは、当該サービスの月額単価に予測継続月数を乗じた値に、さらに対象顧客が契約までに要した日数、いわばサクセス日数に反比例する値を乗じた値とすることが好ましい。これは、発明者らが、サクセス日数は継続率の遅行指標となり得ることに着目し、サクセス日数が短いほどサービスの利用継続率が高く、よって実継続月数が長くなることが見込まれるためである。より具体的には、一例として、当該サービスの平均サクセス日数を対象顧客のサクセス日数で除した値をサクセス日数に反比例する値として用いることができる。上記表の例でいえば、平均サクセス日数が２５日であるところ、顧客Ｘが２４日で成約した場合、予測ＣＬＴＶは２５０万円と算出される。サクセス日数に反比例する値は、サービスの予測サクセス日数を対象顧客のサクセス日数で除した値の定数倍とすることも考えられる。ここで、予測サクセス日数は、当該サービスを契約した過去の１又は複数の顧客のサクセス日数より求めることが挙げられる。また、定数ａとして、０＜ａ＜１又は０＜ａ≦１としたり、１以上の正数としたりすることが挙げられる。 It is preferable that the forecast CLTV is a value obtained by multiplying the monthly unit price of the service by the forecast continuation months, and further multiplying the number of days required for the target customer to make a contract, so to speak, a value inversely proportional to the number of success days. This is because the inventors have focused on the fact that the number of success days can be a lagging indicator of the continuation rate, and the shorter the number of success days, the higher the service usage continuation rate, and therefore the actual number of continuation months is expected to be longer. be. More specifically, as an example, a value obtained by dividing the average number of success days of the service by the number of success days of the target customer can be used as a value inversely proportional to the number of success days. In the example of the above table, if the average number of success days is 25 days and the customer X closes the contract in 24 days, the predicted CLTV is calculated to be 2.5 million yen. The value inversely proportional to the number of success days may be a constant multiple of the value obtained by dividing the expected number of success days of the service by the number of success days of the target customer. Here, the predicted success days may be obtained from the success days of one or more customers who have contracted the service. Further, as the constant a, 0 <a <1 or 0 <a ≦ 1 or a positive number of 1 or more can be mentioned.
　このように定まる各顧客のＣＬＴＶと各顧客を各フェーズで担当した担当者との対応づけを参照することによって、営業支援装置１１０は、設定されたフェーズにおいて、担当者ごとに、当該担当者が担当した顧客のＣＬＴＶの合計金額を算出することができる。代替的に、ＣＬＴＶの合計金額ではなく、受け取った案件をどれだけ直後のフェーズに渡すことができたかという各担当者の成約率をＣＬＴＶに乗じて得られるスコアなどの合計を用いて、当該フェーズの担当者選択を行ってもよい。 By referring to the correspondence between the CLTV of each customer determined in this way and the person in charge of each customer in each phase, the sales support device 110 has the person in charge of each person in the set phase. The total amount of CLTV of the customer in charge can be calculated. Alternatively, instead of using the total amount of CLTV, the total amount such as the score obtained by multiplying CLTV by the contract rate of each person in charge of how much the received matter could be passed to the immediately preceding phase is used for the relevant phase. You may select the person in charge of.
　さらに、合計に対応する値として、設定されたフェーズにおける担当者ごとの合計ではなく、設定されたフェーズより前のいずれかのフェーズを担当した担当者が対象顧客と同一である顧客との契約の範囲で算出した合計を用いることができる。このようにすることによって、対象顧客のそれまでの経路に応じて、次のフェーズでＣＬＴＶを向上可能な担当者を割り当てることができる。また、上記のように、当該対応づけは、各顧客を各段階で担当した担当に加えて、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客の流入元となった当該顧客との最初の接点との対応づけをさらに含むことができる。この場合、ＣＬＴＶ又はこれに対応するスコアの合計に対応する値として、当該最初の接点が対象顧客と同一である顧客との契約の範囲で算出した合計を用いることができる。 In addition, the value corresponding to the total is not the total for each person in charge in the set phase, but the contract with the customer whose person in charge of any phase before the set phase is the same as the target customer. The total calculated in the range can be used. By doing so, it is possible to assign a person who can improve CLTV in the next phase according to the route of the target customer up to that point. In addition, as described above, in addition to the person in charge of each customer at each stage, the correspondence is the first with the CLTV of each customer or the corresponding score and the customer who is the source of the inflow of each customer. It can further include associating with contacts. In this case, as the value corresponding to the total of CLTV or the corresponding score, the total calculated within the range of the contract with the customer whose first contact point is the same as the target customer can be used.
　第１の実施形態で記述したように、設定される次のフェーズに割り当てられた１又は複数の担当者のうちの少なくとも一人を選択する上で、今のフェーズの担当者の端末１２０に当該少なくとも一人の担当者を表示するための担当者表示情報を送信してもよい。すなわち、この例において、営業支援装置１１０は、まず、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各フェーズで担当した担当者との対応づけを参照して、設定される次のフェーズにおいて、担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい順に１又は複数の担当者を選択する（Ｓ５０１）。次に、当該１又は複数の担当者を表示するための担当者表示情報を、今のフェーズにおいて対象顧客に割り当てられた担当者の端末に送信する（Ｓ５０２）。そして、営業支援装置１１０は、当該端末からいずれの担当者を選択するかの選択通知を受信し（Ｓ５０３）、当該選択通知に応じて、設定される次のフェーズの担当者を決定する（Ｓ５０４）。これは、必須項目が達成されて次のフェーズが対象顧客に設定される前の処理として記述したが、その後の処理としてもよい。 As described in the first embodiment, in selecting at least one of the one or more persons assigned to the next phase to be set, the at least the terminal 120 of the person in charge of the current phase. The person in charge display information for displaying one person in charge may be transmitted. That is, in this example, the sales support device 110 first sets the next phase, which is set by referring to the CLTV of each customer or the corresponding score and the correspondence between the person in charge of each customer in each phase. In (S501), one or a plurality of persons in charge are selected in descending order of the total of CLTV of the customer in charge, the score corresponding thereto, or the value corresponding thereto (S501). Next, the person in charge display information for displaying the one or more persons in charge is transmitted to the terminal of the person in charge assigned to the target customer in the current phase (S502). Then, the sales support device 110 receives a selection notification as to which person in charge is to be selected from the terminal (S503), and determines the person in charge of the next phase to be set according to the selection notification (S504). ). This is described as a process before the required item is achieved and the next phase is set for the target customer, but it may be a process after that.
　また、図５において示される「開始」及び「終了」は、一例を示すものに過ぎず、本実施形態にかかる方法がＳ５０１によって必ず開始され、Ｓ５０４によって必ず終了することを意味するものではない。 Further, "start" and "end" shown in FIG. 5 are merely examples, and do not mean that the method according to the present embodiment is always started by S501 and always ends by S504.
　（第３の実施形態）　
　第２の実施形態においては、次のフェーズで対象顧客に割り当てる担当者をＣＬＴＶの観点から選択することによって、サービス提供企業によって提供されるサービスのＣＬＴＶの向上可能性を高めるが、第３の実施形態では、設定されたフェーズにおいてＣＬＴＶ若しくはこれに対応するスコアの合計又はそれに対応する値が高い担当者の行動をその他の担当者にも表示される提案画面、入力画面等に反映することによって、当該サービスのＣＬＴＶの向上可能性を高める。 (Third embodiment)
In the second embodiment, the person in charge to be assigned to the target customer in the next phase is selected from the viewpoint of CLTV to increase the possibility of improving CLTV of the service provided by the service provider, but the third embodiment. In the form, by reflecting the behavior of the person in charge who has a high total of CLTV or the corresponding score or the corresponding value in the set phase on the proposal screen, the input screen, etc. displayed to other persons in charge. Increase the possibility of improving CLTV of the service.
　営業支援装置１１０は、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各フェーズで担当した担当者との対応づけを参照して、設定されたフェーズにおいて、担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい順に選択された１又は複数の担当者のアクション履歴のうちの少なくとも一部に基づいて、アクション提示情報を変更する。 The sales support device 110 refers to the CLTV of each customer or the corresponding score and the correspondence with the person in charge of each customer in each phase, and in the set phase, the CLTV of the customer in charge or the CLTV thereof. The action presentation information is changed based on at least a part of the action history of one or more persons selected in descending order of the total of the corresponding scores or the corresponding values.
　一例として、最もＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい担当者が他の担当者による入力率の低い任意の入力項目を入力していた場合に、当該入力項目を必須項目とするように、アクション提示情報に含まれる入力項目表示情報を変更することが挙げられる。このように、高い成果を上げる担当者のアクション特性を当該担当者が割当てられたフェーズのアクション提示情報に反映させて標準化させることが好ましい。自動的に対象となる任意入力項目を必須入力項目となるように入力項目表示情報を変更するほかに、サービス提供企業の管理者が変更の要否を判断できるように、営業支援装置１１０から、当該管理者が用いる端末（図示せず）に対して変更候補の通知を送信し、当該端末から変更するための変更要求を受信したことに応じて、入力項目表示情報の変更を行うようにしてもよい。 As an example, if the person in charge with the largest CLTV or the total score corresponding to this or the corresponding value has input any input item with a low input rate by another person in charge, the input item is required. The input item display information included in the action presentation information may be changed so as to be an item. In this way, it is preferable to reflect the action characteristics of the person in charge who achieves high results in the action presentation information of the phase to which the person in charge is assigned and standardize. In addition to changing the input item display information so that the target arbitrary input item becomes a required input item automatically, from the sales support device 110 so that the administrator of the service providing company can determine whether or not the change is necessary. Notification of change candidates is sent to the terminal (not shown) used by the administrator, and the input item display information is changed in response to the change request for change received from the terminal. May be good.
　また、高い成果を上げる担当者が必須項目のすべてを達成した際のアクションが、オンライン面談ではなくメール送信であった場合、各担当者に対するアクション提示情報によって提示されるアクションとして、メール送信を優先することが考えられる。 In addition, if the action when the person in charge who achieves high results achieves all of the required items is sending an email instead of an online interview, priority is given to sending an email as the action presented by the action presentation information for each person in charge. It is conceivable to do.
　ここでは、最もＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい担当者の行動特性を反映させたが、ＣＬＴＶの合計金額又はこれに対応する値が大きい順に選択した複数の担当者の行動特性を反映させるようにしてもよい。 Here, the behavioral characteristics of the person in charge with the largest total CLTV or corresponding score or the corresponding value are reflected, but the total amount of CLTV or a plurality of persons selected in descending order of the corresponding value. The behavioral characteristics of the person may be reflected.
　（第４の実施形態）　
　継続的に使用されるサービスにおいて、セールスベロシティと呼ばれる営業活動が進捗する速度が問題となる。一例として、入力項目表示情報により担当者の端末１２０に表示される入力項目の少なくとも一部を含むアンケート表示情報を当該担当者が担当する顧客の用いる端末（図示せず）に送信することができる。アンケート表示情報を入力項目表示情報が担当者に送信される前に当該担当者が担当する顧客に送信しておくことによって、当該顧客がアンケート表示情報により表示されるアンケートに事前に回答し、当該回答を営業支援装置１１０に送信することが可能となり、当該回答の少なくとも一部を入力項目表示情報に包含させて、あるいは入力項目表示情報に加えて、当該入力項目表示情報と同時に又はその前後に送信し、入力項目が担当者の端末１２０に表示される際に既に一部の入力項目を入力済みとして商談時間を短縮し、セールスベロシティを高めることができる。 (Fourth Embodiment)
In services that are used continuously, the speed at which sales activities called sales velocity progress becomes an issue. As an example, the questionnaire display information including at least a part of the input items displayed on the terminal 120 of the person in charge by the input item display information can be transmitted to the terminal (not shown) used by the customer in charge of the person in charge. .. By sending the questionnaire display information to the customer in charge of the person in charge before the input item display information is sent to the person in charge, the customer answers the questionnaire displayed by the questionnaire display information in advance and the relevant person concerned. The answer can be sent to the sales support device 110, and at least a part of the answer is included in the input item display information, or in addition to the input item display information, at the same time as or before and after the input item display information. When the input items are transmitted and displayed on the terminal 120 of the person in charge, some input items have already been input, the negotiation time can be shortened, and the sales velocity can be increased.
　また、アンケート表示情報はアンケートごとの商談又は商談のフェーズに関連づけられたＵＲＬを含むものとし、当該ＵＲＬにおいて表示されるアンケート画面を顧客内で複数の者によって表示可能とすることができる。このようにすることで、たとえば、支払いサイト、口座番号等の経理に関する入力項目を経理担当者が直接入力することができる。また、顧客だけに限らず、サービス提供企業の担当者も必要に応じて入力項目の入力を事前に行うことが可能となる。営業支援装置１１０では、当該ＵＲＬで表示されるアンケート画面に対する入力を受信し、商談又は商談のフェーズとＵＲＬとの対応づけを参照して、対応する商談又はそのフェーズに関する入力として記憶することができる。 In addition, the questionnaire display information includes the URL associated with the negotiation or the phase of the negotiation for each questionnaire, and the questionnaire screen displayed at the URL can be displayed by a plurality of persons within the customer. By doing so, for example, an accounting person can directly input input items related to accounting such as a payment site and an account number. Further, not only the customer but also the person in charge of the service providing company can input the input items in advance as needed. The sales support device 110 can receive the input to the questionnaire screen displayed at the URL, refer to the correspondence between the negotiation or the phase of the negotiation and the URL, and store it as the input related to the corresponding negotiation or the phase. ..
　また、別の例として、設定されたフェーズにおいて、必須項目が達成されるまでの目標時間を設定してもよい。そして、営業支援装置１１０は、当該サービスを契約した過去の１又は複数の顧客の必須項目の達成までの時間により定まる平均期間等の予測時間が当該目標時間よりも早い又は遅いことに応じて、各担当者にアクション提示情報が送信される期間、間隔等の時間的基準を変更してもよい。たとえば、当該予測時間が目標時間よりも短い場合、顧客とのコミュニケーションが円滑に進みやすくなっていることを意味し、各担当者にアクション提示情報を送信する間隔を短縮することが考えられる。 Alternatively, as another example, a target time until the required items are achieved may be set in the set phase. Then, the sales support device 110 determines that the predicted time such as the average period determined by the time until the achievement of the required items of one or more customers in the past who have contracted the service is earlier or later than the target time. The time standard such as the period and interval at which the action presentation information is transmitted to each person in charge may be changed. For example, if the predicted time is shorter than the target time, it means that communication with the customer can proceed smoothly, and it is conceivable to shorten the interval for transmitting the action presentation information to each person in charge.
　また、別の例として、いずれかの必須項目の入力に要する時間が所定の時間以上である場合に、当該必須項目を任意項目とするように、アクション提示情報に含まれる入力項目表示情報を変更してもよい。必須項目は、最終的な成約に向けて有益であるからこそ設定されるものであるが、商談時間を長期化し、商談数を低減させてしまう場合にはセールスベロシティを優先することが適切な可能性もある。そこで、ユーザー企業の１又は複数の担当者のうちのすくなくとも一部の者に対して送信する入力項目表示情報において、所定の時間以上を要する必須項目を任意項目とすることで、当該必須項目の必要性を検証することができる。より具体的には、アクション提示情報に含まれる入力項目表示情報によって表示されるいずれかの必須項目の入力に要する予測時間が所定の時間以上である場合に、当該入力表示情報を変更して当該必須項目を任意項目とする。ここで、予測時間は、当該サービスを契約した過去の１又は複数の顧客の入力時間より定まる平均入力時間等の予測時間とすることができる。 Further, as another example, when the time required to input one of the required items is longer than a predetermined time, the input item display information included in the action presentation information is changed so that the required item is an optional item. You may. Mandatory items are set because they are useful for the final closing, but it is appropriate to prioritize sales velocity when the negotiation time is lengthened and the number of negotiations is reduced. There is also sex. Therefore, in the input item display information to be transmitted to at least some of the persons in charge of one or more persons of the user company, the required items that require a predetermined time or more are set as optional items, so that the required items can be selected. The need can be verified. More specifically, when the predicted time required for inputting any of the required items displayed by the input item display information included in the action presentation information is longer than a predetermined time, the input display information is changed to the relevant item. Required items are optional items. Here, the predicted time can be a predicted time such as an average input time determined from the input times of one or a plurality of customers in the past who have contracted the service.
　１１０　営業支援装置
　１１１　通信部
　１１２　処理部
　１１３　記憶部
　１１４　記憶媒体
　１２０　ユーザー企業の端末
　１３０　ユーザー企業のサービスを提供するためのサーバ
　２００　提案画面
　２０１　アクションを取るためのボタン
　２０２　アクションを取る理由
　２０３　達成率
　２０４　担当者
　２０５　アクション履歴
　２０６　利用履歴
　３００　入力画面
　３０１　アクションを実行するためのボタン 110 Sales support device 111 Communication unit 112 Processing unit 113 Storage unit 114 Storage medium 120 User company terminal 130 Server for providing user company services 200 Proposal screen 201 Button for taking action 202 Reason for taking action 203 Achievement rate 204 Person in charge 205 Action history 206 Usage history 300 Input screen 301 Button to execute action

Claims (17)

  1. 　継続的に提供されるサービスのための営業支援方法であって、
    　コンピュータが、前記サービスの利用について顧客に対してサービス提供企業が行う営業活動の期間を区分した複数の段階のうちの特定の段階に割り当てられた前記サービス提供企業の１又は複数の担当者のうちの少なくとも一人を選択するステップと、
    　前記コンピュータが、前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信するステップと、
    　前記コンピュータが、前記行動提示情報に基づいて前記第１の端末を用いる担当者が顧客に対して取る行動を介した前記顧客とのコミュニケーションの結果に応じて、次の段階を設定するステップと
    を含むことを特徴とする。     It is a sales support method for services provided continuously,
    Of one or more persons in charge of the service provider who are assigned to a specific stage of the plurality of stages in which the computer divides the period of business activities performed by the service provider to the customer regarding the use of the service. Steps to select at least one of the
    An action for the computer to present one or more of the actions that can be presented at the particular stage to the first terminal used by any of the selected at least one person. Steps to send the presentation information and
    A step of setting the next stage according to the result of communication with the customer through the action taken by the person in charge of using the first terminal based on the action presentation information with respect to the customer. It is characterized by including.
  2. 　請求項１記載の営業支援方法であって、
    　前記コンピュータが、前記コミュニケーションの結果に応じて、すべての必須項目が入力されたか否かを判定するステップをさらに含むことを特徴とする。     The sales support method according to claim 1.
    The computer further comprises a step of determining whether or not all the required items have been input according to the result of the communication.
  3. 　請求項２記載の営業支援方法であって、
    　前記コンピュータが、前記判定結果が肯定的である場合、前記顧客に次の段階を設定し、否定的である場合、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を再度送信するステップをさらに含むことを特徴とする。     The sales support method according to claim 2.
    If the determination result is positive, the computer sets the next stage for the customer, and if it is negative, the computer presents either one or a plurality of actions that can be presented at the specific stage. It is characterized by further including a step of retransmitting the action presentation information for the purpose.
  4. 　請求項１に記載の営業支援方法であって、
    　前記選択は、
    　各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各段階で担当した担当者との対応づけを参照して、前記特定の段階において担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が最も大きい担当者の選択であることを特徴とする。     The sales support method according to claim 1.
    The selection is
    With reference to the correspondence between each customer's CLTV or the corresponding score and the person in charge of each customer at each stage, the total or the total of the CLTV of the customer in charge at the specific stage or the corresponding score. It is characterized in that the value corresponding to is the selection of the person in charge with the largest value.
  5. 　請求項１に記載の営業支援方法であって、
    　各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各段階で担当した担当者との対応づけを参照して、前記特定の段階において、担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい順に選択された１又は複数の担当者の行動履歴のうちの少なくとも一部に基づいて、前記行動提示情報を変更するステップをさらに含むことを特徴とする。     The sales support method according to claim 1.
    With reference to the correspondence between each customer's CLTV or the corresponding score and the person in charge of each customer at each stage, the total or the total of the CLTV of the customer in charge or the corresponding score at the specific stage. It is characterized by further including a step of changing the action presentation information based on at least a part of the action history of one or a plurality of persons selected in descending order of the corresponding values.
  6. 　請求項５に記載の営業支援方法であって、
    　前記変更は、前記入力項目表示情報により表示される入力項目のうちの任意項目を必須項目に変更することを含むことを特徴とする。     The sales support method according to claim 5.
    The change is characterized in that any item among the input items displayed by the input item display information is changed to a required item.
  7. 　請求項１に記載の営業支援方法であって、
    　前記次の段階を設定する前に、
    　各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客を各段階で担当した担当者との対応づけを参照して、前記次の段階において担当した顧客のＣＬＴＶ若しくはこれに対応するスコアの合計又はこれに対応する値が大きい順に１又は複数の担当者を選択するステップと、
    　前記選択された１又は複数の担当者を表示するための担当者表示情報を前記第１の端末に送信するステップと、
    　前記第１の端末から、前記担当者表示情報に基づいて表示された１又は複数の担当者のうちのいずれかの選択通知を受信するステップと、
    　前記選択通知に基づいて、前記次の段階において前記顧客に割り当てる担当者を決定するステップと
    をさらに含むことを特徴とする。     The sales support method according to claim 1.
    Before setting the next stage,
    With reference to the correspondence between each customer's CLTV or the corresponding score and the person in charge of each customer at each stage, the total or the total of the CLTV of the customer in charge at the next stage or the corresponding score. The step of selecting one or more persons in charge in descending order of the value corresponding to
    A step of transmitting the person in charge display information for displaying the selected one or more persons in charge to the first terminal, and the step of transmitting the person in charge display information to the first terminal.
    A step of receiving a selection notification of either one or a plurality of persons in charge displayed based on the person in charge display information from the first terminal, and
    It is characterized by further including a step of determining a person to be assigned to the customer in the next step based on the selection notification.
  8. 　請求項４から７のいずれかに記載の営業支援方法であって、
    　前記ＣＬＴＶは、予測ＣＬＴＶであることを特徴とする。     The sales support method according to any one of claims 4 to 7.
    The CLTV is characterized by being a predicted CLTV.
  9. 　請求項８に記載の営業支援方法であって、
    　前記予測ＣＬＴＶは、前記サービスの月額単価に予測継続月数を乗じた値又はこれに対応する値であることを特徴とする。     The sales support method according to claim 8.
    The predicted CLTV is characterized in that it is a value obtained by multiplying the monthly unit price of the service by the predicted continuous months or a value corresponding thereto.
  10. 　請求項８に記載の営業支援方法であって、
    　前記予測ＣＬＴＶは、前記サービスの月額単価に予測継続月数を乗じた値にさらに前記対象顧客が契約まで要した日数に反比例する値を乗じた値であることを特徴とする。     The sales support method according to claim 8.
    The predicted CLTV is characterized in that it is a value obtained by multiplying the monthly unit price of the service by the predicted continuous months and further multiplying the value by a value inversely proportional to the number of days required for the target customer to make a contract.
  11. 　請求項４から１０のいずれかに記載の営業支援方法であって、
    　前記ＣＬＴＶ又はこれに対応するスコアの合計に対応する値は、前記特定の段階より前のいずれかの段階を担当した担当者が前記顧客と同一である顧客との契約の範囲で算出したＣＬＴＶ又はこれに対応するスコアの合計であることを特徴とする。     The sales support method according to any one of claims 4 to 10.
    The value corresponding to the total of the CLTV or the corresponding score is the CLTV or CLTV calculated by the person in charge of any stage prior to the specific stage within the range of the contract with the customer who is the same as the customer. It is characterized by being the total of the scores corresponding to this.
  12. 　請求項４から１０のいずれかに記載の営業支援方法であって、
    　前記対応づけは、各顧客を各段階で担当した担当に加えて、各顧客のＣＬＴＶ又はこれに対応するスコアと各顧客との最初の接点との対応づけをさらに含むことを特徴とする。     The sales support method according to any one of claims 4 to 10.
    The association is characterized in that, in addition to the person in charge of each customer at each stage, the association between the CLTV of each customer or the corresponding score and the first point of contact with each customer is further included.
  13. 　請求項１２に記載の営業支援方法であって、
    　前記ＣＬＴＶ又はこれに対応するスコアの合計に対応する値は、前記最初の接点が前記対象顧客と同一である顧客との契約の範囲で算出したＣＬＴＶの合計であることを特徴とする。     The sales support method according to claim 12.
    The value corresponding to the total of the CLTV or the corresponding score is the total of the CLTV calculated within the range of the contract with the customer whose first contact point is the same as the target customer.
  14. 　請求項１から１３のいずれかに記載の営業支援方法であって、
    　前記行動提示情報に含まれる入力項目表示情報によって表示される１又は複数の入力項目の少なくとも一部を表示するためのアンケート表示情報を、前記行動提示情報を前記第１の端末に送信する前に、前記顧客が用いる第２の端末に表示するステップと、
    　前記第２の端末から、前記アンケート表示情報に基づいて表示されたアンケートに対する回答を受信するステップと、
    　前記回答の少なくとも一部を、前記入力項目表示情報と同時に又はその前後に前記第１の端末に送信するステップと
    をさらに含むことを特徴とする。     The sales support method according to any one of claims 1 to 13.
    Before transmitting the action presentation information to the first terminal, the questionnaire display information for displaying at least a part of one or a plurality of input items displayed by the input item display information included in the action presentation information is transmitted. , The step to be displayed on the second terminal used by the customer,
    The step of receiving the answer to the questionnaire displayed based on the questionnaire display information from the second terminal, and
    It is characterized by further including a step of transmitting at least a part of the answer to the first terminal at the same time as or before and after the input item display information.
  15. 　請求項１から１４に記載の営業支援方法であって、
    　前記行動提示情報に含まれる入力項目表示情報によって表示されるいずれかの必須項目の入力に要する予測時間が所定の時間以上である場合に、前記入力項目表示情報を変更して前記必須項目を任意項目とするステップをさらに含むことを特徴とする。     The sales support method according to claims 1 to 14.
    When the predicted time required for inputting any of the required items displayed by the input item display information included in the action presentation information is longer than a predetermined time, the input item display information is changed and the required items are arbitrarily selected. It is characterized by further including a step as an item.
  16. 　コンピュータに、継続的に提供されるサービスのための営業支援方法を実行させるためのプログラムであって、前記方法は、
    　コンピュータが、前記サービスの利用について顧客に対してサービス提供企業が行う営業活動の期間を区分した複数の段階のうちの特定の段階に割り当てられた前記サービス提供企業の１又は複数の担当者のうちの少なくとも一人を選択するステップと、
    　前記コンピュータが、前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信するステップと、
    　前記コンピュータが、前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信するステップと、
    　前記コンピュータが、前記行動提示情報に基づいて前記第１の端末を用いる担当者が顧客に対して取る行動を介した前記顧客とのコミュニケーションの結果に応じて、次の段階を設定するステップと
    を含むことを特徴とする。     A program for causing a computer to execute a sales support method for continuously provided services, wherein the method is
    Of one or more persons in charge of the service provider who are assigned to a specific stage of the plurality of stages in which the computer divides the period of business activities performed by the service provider to the customer regarding the use of the service. Steps to select at least one of the
    An action for the computer to present one or more of the actions that can be presented at the particular stage to the first terminal used by any of the selected at least one person. Steps to send the presentation information and
    An action for the computer to present one or more of the actions that can be presented at the particular stage to the first terminal used by any of the selected at least one person. Steps to send the presentation information and
    A step of setting the next stage according to the result of communication with the customer through the action taken by the person in charge of using the first terminal based on the action presentation information with respect to the customer. It is characterized by including.
  17. 　継続的に提供されるサービスのための営業支援装置であって、
    　前記サービスの利用について顧客に対してサービス提供企業が行う営業活動の期間を区分した複数の段階のうちの特定の段階に割り当てられた前記サービス提供企業の１又は複数の担当者のうちの少なくとも一人を選択し、
    　前記選択された少なくとも一人の担当者のうちのいずれかが用いる第１の端末に、前記特定の段階において提示可能な１又は複数の行動のうちのいずれかを提示するための行動提示情報を送信し、
    　前記行動提示情報に基づいて前記第１の端末を用いる担当者が顧客に対して取る行動を介した前記顧客とのコミュニケーションの結果に応じて、次の段階を設定することを特徴とする。     It is a sales support device for services that are continuously provided.
    At least one of one or more persons in charge of the service providing company assigned to a specific stage among a plurality of stages of dividing the period of sales activities performed by the service providing company to the customer regarding the use of the service. Select and
    Sending action presentation information for presenting any one or a plurality of actions that can be presented at the specific stage to the first terminal used by any one of the selected at least one person in charge. death,
    It is characterized in that the next stage is set according to the result of communication with the customer through the action taken by the person in charge of using the first terminal based on the action presentation information.
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JP2005070912A (en) * 2003-08-20 2005-03-17 Sekisui House Ltd System for automatically determining and announcing person in charge of internet inquiry
JP2005202920A (en) * 2003-09-18 2005-07-28 Matsushita Electric Ind Co Ltd Workflow system and method for managing it
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