ããžãã¹ã®äžçã§ã¯ã顧客ããŒã¿ã®æ£ç¢ºãªç解ãšæŽ»çšãæåã®éµãšãªããŸããã ãããããã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒã®å°å ¥ã泚ç®ãããŠããã®ã§ããããããå°å ¥ãæ€èšããéã¯ãã©ã®ãããªãã€ã³ããææ¡ãã¹ãã§ããããïŒãã®èšäºã§ã¯ãCDPã®åºæ¬ããå°å ¥ã®åææ¡ä»¶ãæåã®ããã®ã¹ãããããããŠå®éã®æ¥çå¥æŽ»çšäŸã«ã€ããŠè§£èª¬ããŸããããã«ã¯ãå°å ¥ã«ããã課é¡ãšãã®è§£æ±ºçãã玹ä»ãCDPãããžãã¹æŠç¥ã«çµã¿èŸŒã¿ãããªãã®ããŒã±ãã£ã³ã°ãããã«é«ãããããžãã¹ããŒãœã³ãžåããã¬ã€ãã§ãã
ã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒãšã¯ïŒ
CDPã®åºæ¬çãªå®çŸ©
ã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒã¯ãäŒæ¥ã顧客ããŒã¿ãäžå 管çãã顧客äœéšãåäžãããããã«çšãããããã¯ãããžãŒã§ãã顧客ããåéãããæ§ã ãªããŒã¿ãœãŒã¹ïŒãŠã§ããµã€ãã®è¡åããŒã¿ãè³Œå ¥å±¥æŽããœãŒã·ã£ã«ã¡ãã£ã¢ã®ã€ã³ã¿ã©ã¯ã·ã§ã³ãªã©ïŒãçµ±åãã顧客ã®360床ãã¥ãŒãçæããŸããããã«ãããäŒæ¥ã¯ããããŒãœãã©ã€ãºãããããŒã±ãã£ã³ã°æŠç¥ãå±éã§ããããã«ãªããŸãã
CDPã¯ãŸããããŒã¿ã®å質ãä¿èšŒããã¬ããã³ã¹ã«ãŒã«ã«æºæ ããªãããããŒã¿ã¢ã¯ã»ã¹ãšãã®æŽ»çšã容æã«ããŸãããã®ãã©ãããã©ãŒã ã¯ã顧客ããŒã¿ã掻çšããŠæå³ãã顧客äœéšãåµåºããããã®åŒ·åãªåºç€ãæäŸããŸãã
éèŠãªã®ã¯ãCDPãããŒã¿ã®éçŽã ãã§ã¯ãªãã顧客ããŒã¿ãåæãã顧客ç解ãæ·±ããããšã«ãå¯äžãããšããç¹ã§ããäŒæ¥ã¯ãã®æŽå¯ãçšããŠãããŒã±ãã£ã³ã°ãã£ã³ããŒã³ã®å¹æãé«ããããšãã§ããŸãã
CDPã®äž»ãªæ©èœãšãã®ã¡ãªãã
CDPã®äž»ãªæ©èœã«ã¯ãããŒã¿çµ±åãããŒã¿ç®¡çãã»ã°ã¡ã³ãåãããŒãœãã©ã€ãºãããããŒã±ãã£ã³ã°ãªã©ããããŸãããããã®æ©èœãå©çšããããšã§ãäŒæ¥ã¯é¡§å®¢ããŒã¿ãæ£ç¢ºã«ææ¡ãã顧客äžäººã²ãšãã«åãããããŒã±ãã£ã³ã°æŽ»åãå±éã§ããŸãã
ãŸããCDPã¯ããŒã±ãã£ã³ã°ãªãŒãã¡ãŒã·ã§ã³ãããŒã¿ã¢ããªãã£ã¯ã¹ããŒã«ãšé£æºããããšãå¯èœã§ãããã«ããããŒã¿ã«åºã¥ããææ決å®ãããã«ã¹ã ãŒãºã«ãªããŸãã顧客è¡åã®ãªã¢ã«ã¿ã€ã åæãå¯èœã«ããäŒæ¥ã¯å³åº§ã«ããŒã±ãã£ã³ã°æŠç¥ã調æŽããããšãã§ããŸãã
ã¡ãªãããšããŠã¯ã顧客æºè¶³åºŠã®åäžã顧客ãšã³ã²ãŒãžã¡ã³ãã®åŒ·åãã³ã³ããŒãžã§ã³çã®åäžããããŠæçµçã«ã¯å£²äžã®å¢å ãæããããŸããCDPã®æŽ»çšã«ãããäŒæ¥ã¯ããå¹æçã«é¡§å®¢ãšã®é¢ä¿ãç¯ããé·æçãªé¡§å®¢äŸ¡å€ãé«ããŠããããšãå¯èœã«ãªããŸãã
CDPãšCRMã®éã
CDPãšããæ¯èŒãããã®ã顧客é¢ä¿ç®¡çïŒCRMïŒã·ã¹ãã ã§ããäž¡è ã¯é¡§å®¢ããŒã¿ãæ±ãç¹ã§äŒŒãŠããŸãããç®çãšãããšããã«å€§ããªéãããããŸããCRMã¯äž»ã«ã»ãŒã«ã¹ããŒã ã顧客ãšã®é¢ä¿ã管çããããã«çšããããéå»ã®ã³ãã¥ãã±ãŒã·ã§ã³ãååŒå±¥æŽãäžå¿ã«ããŒã¿ãéããããŸãã
äžæ¹ã§CDPã¯ã顧客äœéšå šäœãæé©åããããšãç®çãšããŠããã顧客ããŒã¿ã®çµ±åãšåæãéããŠããŒãœãã©ã€ãºãããããŒã±ãã£ã³ã°ãå®çŸããŸãããŸããCDPã¯CRMã ãã§ãªããããŒã±ãã£ã³ã°ãªãŒãã¡ãŒã·ã§ã³ããŒã«ããœãŒã·ã£ã«ã¡ãã£ã¢ãã©ãããã©ãŒã ãªã©å€æ§ãªããŒã¿ãœãŒã¹ããæ å ±ãåéããããšãã§ããŸãã
ãã®ããã«ãCDPãšCRMã¯ããããç°ãªãããŒãºãæºããããã«èšèšãããŠãããå€ãã®äŒæ¥ã§ã¯ããããè£å®çã«äœ¿çšããŠé¡§å®¢é¢ä¿ã匷åããŠããŸãã
ãªãä»CDPã泚ç®ãããã®ãïŒ
çŸä»£ã®ããŒã±ãã£ã³ã°ã¯é«åºŠã«ããŒãœãã©ã€ãºãããŠããã顧客äžäººã²ãšãã«åãããäœéšã®æäŸãæ±ããããŠããŸããCDPã¯ãã®éèŠã«å¿ããããã®çæ³çãªããŒã«ã§ãã顧客ããŒã¿ã®çµ±åãšåæèœåãéããŠãäŒæ¥ã¯é¡§å®¢ã®æ·±ãç解ã«åºã¥ããããŒã±ãã£ã³ã°æŠç¥ãæ§ç¯ã§ãããããããå¹æçãªé¡§å®¢ãšã³ã²ãŒãžã¡ã³ããå¯èœã«ãªããŸãã
ãŸããããŒã¿ãã©ã€ãã·ãŒã«é¢ããèŠå¶ãäžççã«åŒ·åãããŠããäžãCDPã¯äŒæ¥ã«ãšã£ãŠããŒã¿ã®ç®¡çãšæŽ»çšãåæ³çãã€å¹ççã«è¡ãæ段ãæäŸããŸãã顧客ã®ä¿¡é ŒãæãªãããšãªããããŒã¿ãæ倧éã«æŽ»çšããããšãã§ããŸãã
å ããŠãããžã¿ã«ãã©ã³ã¹ãã©ãŒã¡ãŒã·ã§ã³ã®æšé²ã«ãããŠãCDPã¯äŒæ¥ã«ãšã£ãŠæ¬ ãããªãèŠçŽ ã§ãã顧客äœéšã®åäžãéããŠç«¶äºåªäœæ§ã確ä¿ããæç¶å¯èœãªæé·ãç®æãäŒæ¥ã«ãšã£ãŠãCDPã®å°å ¥ã¯ãŸããŸãéèŠã«ãªã£ãŠããŸãã
CDPå°å ¥ã®åã«ç¥ã£ãŠããã¹ãããš
ã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒãå°å ¥ããããšã¯ãäŒæ¥ã顧客ããŒã¿ãéçŽããããããŒãœãã©ã€ãºãããããŒã±ãã£ã³ã°æŠç¥ãå±éããããã®å¹æçãªæ段ã§ãããããããã®å°å ¥ãæåãããããã«ã¯ãæºåãšèšç»ãäžå¯æ¬ ã§ããæ¬èšäºã§ã¯ãCDPå°å ¥ã®éã«èæ ®ãã¹ãéèŠãªãã€ã³ããšããã®æŽ»çšäŸã«ã€ããŠè§£èª¬ããŸãã
CDPå°å ¥ã®ç®çãæ確ã«ãã
CDPã®å°å ¥ã«ããã£ãŠæãéèŠãªã®ã¯ããã®ç®çãæ確ã«ããããšã§ãã顧客ããŒã¿ãäžå åããããšã§ã顧客äœéšã®åäžãããŒã±ãã£ã³ã°æœçã®å¹æçãªå±éã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã®æé©åãªã©ãå€å²ã«ãããç®æšãèšå®ã§ããŸããçµç¹å ã§ã®ã³ã³ã»ã³ãµã¹åœ¢æãå³ããCDPå°å ¥ã®ãŽãŒã«ãæ確ã«å®ããŸãããã
ç®æšèšå®ã«ã¯ãå ·äœçãªKPIã®å®çŸ©ãå«ãŸããŸããææ枬å®ã®ããã«ãå°å ¥åãšå°å ¥åŸã§æ¹åãèŠèŸŒããææšãèšå®ããããšãéèŠã§ãã
ãŸããç®æšéæã«åããæŠç¥çã¢ãããŒããæ€èšããå¿ èŠããããŸããã©ã®ããã«CDPã掻çšããã©ã®ãããªçµæãæåŸ ããã®ããçç¥çãªèšç»ãç«ãŠãŸãããã
æ¢åã®ããŒã±ãã£ã³ã°ã»ããŒã¿ã€ã³ãã©ãšã®æŽåæ§
æ¢åã®ããŒã±ãã£ã³ã°ããŒã«ãããŒã¿ã€ã³ãã©ãšã®æŽåæ§ãèæ ®ããããšãéåžžã«éèŠã§ããCDPã¯ãæ¢åã®ã·ã¹ãã ãšé£æºããããšã§ãã®ç䟡ãçºæ®ããŸããCRMãMAããŒã«ãEã³ããŒã¹ãã©ãããã©ãŒã ãªã©ãæ¢åã·ã¹ãã ãšã®äºææ§ããã§ãã¯ããŸãããã
ã€ã³ãã°ã¬ãŒã·ã§ã³ã®å®¹æãã¯ãCDPéžå®ã®éèŠãªåºæºã®äžã€ã§ããAPIãæ¢åã®ãã©ãããã©ãŒã ãšã®é£æºæ©èœã確èªããå°å ¥åŸã®éçšè² æ ãäºæž¬ããŠããããšã倧åã§ãã
ãŸããããŒã¿ã®çµ±åããã»ã¹ãäºåã«ãã©ã³ãã³ã°ããããšã§ãã¹ã ãŒãºãªå°å ¥ãå¯èœã«ãªããŸããããŒã¿ã®ãããã³ã°ãã¯ã¬ã³ãžã³ã°äœæ¥ãå«ããããŒã¿çµ±åã®èšç»ãå¿µå ¥ãã«è¡ããŸãããã
ããŒã¿ã®ãã©ã€ãã·ãŒãšã»ãã¥ãªãã£ãžã®å¯Ÿå¿
顧客ããŒã¿ã®æ±ãã«ã¯ããã©ã€ãã·ãŒãšã»ãã¥ãªãã£ãæãéèŠãªèŠçŽ ã§ããCDPå°å ¥ã«ããã£ãŠã¯ãå人æ å ±ä¿è·æ³ãå§ããšããé¢é£æ³èŠã«æºæ ããå¿ èŠããããŸããããŒã¿ã®åãæ±ãã«ã€ããŠç€Ÿå ã®èŠå®ãå確èªããå¿ èŠã«å¿ããŠèŠçŽããè¡ããŸãããã
ãŸããã»ãã¥ãªãã£é¢ã§ããããŒã¿æŒæŽ©ãäžæ£ã¢ã¯ã»ã¹ã«å¯Ÿãã察çãäžå¯æ¬ ã§ããæäŸè éžå®ã®éã¯ãã»ãã¥ãªãã£å¯Ÿçã®è©³çŽ°ã確èªããå®å¿ããŠããŒã¿ã管çã§ãããã©ãããã©ãŒã ã®éžå®ãéèŠã§ãã
瀟å å€ã®é¢ä¿è å šäœããã»ãã¥ãªãã£ãšãã©ã€ãã·ãŒã«é æ ®ããããŒã¿ç®¡çãå¿ãããããšã§ã顧客ããã®ä¿¡é Œãç¶æãããªã¹ã¯ãæå°éã«æããããšãã§ããŸãã
äºç®ãšãªãœãŒã¹ã®èšç»
CDPå°å ¥ã«ã¯ãåæå°å ¥è²»çšã ãã§ãªããç¶æè²»çšãéçšã«å¿ èŠãªãªãœãŒã¹ãèæ ®ããªããã°ãªããŸãããããŒã¿ã«ã³ã¹ãã®ææ¡ãšäºç®èšç»ãå¿ èŠã§ããäºç®ã«ã¯ãã·ã¹ãã ã®å°å ¥è²»çšãç¶æ管çè²»çšã人æè²æã®ããã®è²»çšãªã©ãå«ããå¿ èŠããããŸãã
å¹ççãªéçšã®ããã«ã¯ãCDPãæ±ãããã®å°éã¹ãã«ãæã£ã人æãéèŠã§ãã瀟å ã®ãªãœãŒã¹ã掻çšããå Žåãå€éšããã®äººæ確ä¿ãå¿ èŠãªå Žåãããããèšç»ãç«ãŠãŸãããã
è²»çšå¯Ÿå¹æãæ倧åããããã«ã¯ãéçšéå§åŸã®ããã©ãŒãã³ã¹ã¢ãã¿ãªã³ã°ãéèŠã§ããCDPã®æŽ»çšç¶æ³ãå®æçã«è©äŸ¡ããç®æšã«å¯Ÿããéæ床ã枬å®ããªãããäºç®ããªãœãŒã¹ã®èŠçŽããè¡ããŸãããã
CDPå°å ¥ã®ã¹ããã
çŸç¶ã®ããŒã¿ã€ã³ãã©ã®è©äŸ¡
CDPãå°å ¥ããåã«ãæ¢åã®ããŒã¿ç®¡çã·ã¹ãã ãšããã»ã¹ã詳现ã«è©äŸ¡ããããšãéèŠã§ããããã«ã¯ãããŒã¿ã®åéãä¿ç®¡ãã¢ã¯ã»ã¹ãåææ¹æ³ã®ã¬ãã¥ãŒãå«ãŸããŸããæ¢åã®ã·ã¹ãã ãCDPãšã©ã®ããã«çµ±åãããããã©ããªããŒã¿ãœãŒã¹ãçµ±åå¯èœãªã®ããç解ããããšãäžå¯æ¬ ã§ãã
ããŒã¿ã€ã³ãã©ã®ã®ã£ããåæããã®æ®µéã§è¡ããŸããã©ã®ããŒã¿ãå©çšå¯èœã§ãã©ã®ããŒã¿ãæ¬ ããŠãããããŸããã©ã®ããã»ã¹ãæé©åãããå¿ èŠãããããææ¡ããå¿ èŠããããŸãããã®æ å ±ã¯ãCDPã®éžæãšå°å ¥æŠç¥ã圢æããããã®åºç€ãšãªããŸãã
ãŸããçµç¹ã®ããŒã¿ãã©ã€ãã·ãŒããªã·ãŒãšã»ãã¥ãªãã£åºæºãè©äŸ¡ããCDPå°å ¥ã«ãã£ãŠãããã®åºæºã«éåããããšããªãããã«ããããšãéåžžã«éèŠã§ãããã©ã€ãã·ãŒãšã»ãã¥ãªãã£ã¯ã顧客ã®ä¿¡é Œãç¶æããäžã§äžå¯æ¬ ãªèŠçŽ ã§ãã
é©åãªCDPã®éžæåºæº
é©åãªCDPãéžæããéã«ã¯ãããŸããŸãªèŠçŽ ãæ€èšããå¿ èŠããããŸãã第äžã«ãèªç€Ÿã®ããžãã¹ç®æšãšæŠç¥ã«åã£ãæ©èœãæã€CDPãéžã¶ããšãããã«ã¯ãããŒã¿çµ±åããããã¡ã€ãªã³ã°ãã»ã°ã¡ã³ãåãã¢ã¯ãã£ããŒã·ã§ã³æ©èœãå«ãŸãããã©ãããããŒãšãªããŸãã
ãŸããCDPã®ã¹ã±ãŒã©ããªãã£ãèæ ®ããå¿ èŠããããŸããããžãã¹ã®æé·ã«äŒŽããããŒã¿éãå¢å ããããè€éãªã¢ããªãã£ã¯ã¹ãå¿ èŠã«ãªããããããŸãããå°æ¥ã®ããŒãºã«åãããŠãæ¡åŒµæ§ã®ããCDPãéžæããããšãè³¢æã§ãã
æåŸã«ããµãŒãã¹æäŸè ã®ãµããŒããšãµãŒãã¹ã¬ãã«å¥çŽïŒSLAïŒã確èªããããšãéèŠã§ããå°å ¥åŸã®ãµããŒãã¯ãåé¡ãçºçããéã«è¿ éã«å¯Ÿå¿ã§ãããã©ãããå·Šå³ããŸããåªãã顧客ãµããŒããšãããžãã¹ã®èŠæ±ã«åã£ãSLAãæäŸãããµãŒãã¹æäŸè ãéžæããŠãã ããã
å®è£ èšç»ãšããã»ã¹ã®çå®
CDPã®å°å ¥ãæåãããããã«ã¯ã詳现ãªå®è£ èšç»ãšããã»ã¹ãå¿ èŠã§ããããã«ã¯ãç®æšã®èšå®ãæåŸ ãããææã®å®çŸ©ãã¿ã€ã ã©ã€ã³ã®èšç»ãå«ãŸããŸãããŸããã©ã®éšçœ²ãé¢äžããããåéšçœ²ã®åœ¹å²ãšè²¬ä»»ãæ確ã«å®çŸ©ããããšãäžå¯æ¬ ã§ãã
å®è£ ããã»ã¹äžã«ã¯ãCDPãšæ¢åã®ã·ã¹ãã éã®çµ±åãã¹ããå®æœããããšãéèŠã§ããããã«ãããããŒã¿ã®æµããããã»ã¹ãæ£åžžã«æ©èœããŠããããšã確èªããå°å ¥åŸã®ãã©ãã«ãæªç¶ã«é²ãããšãã§ããŸãã
ããã«ã段éçãªå°å ¥ã¢ãããŒããæ¡çšããããšããå§ãããŸããå šãŠãäžåºŠã«å°å ¥ããã®ã§ã¯ãªãããŸãã¯å°èŠæš¡ãªå°å ¥ããå§ããŠé 次æ¡å€§ããŠããããšã§ããªã¹ã¯ãæå°éã«æãã€ã€ã段éçã«ææãè©äŸ¡ããŠããããšãå¯èœã§ãã
ã¹ã¿ããã®ãã¬ãŒãã³ã°ãšæåãžã®å®ç
CDPã®æåã¯ãæè¡ã ãã§ãªãã人æã«ã倧ããäŸåããŠããŸãããã®ãããã¹ã¿ããã®ãã¬ãŒãã³ã°ã¯CDPå°å ¥ããã»ã¹ã«ãããŠæ¥µããŠéèŠã§ããå šã¹ã¿ãããCDPã®å©çšæ¹æ³ãç解ããæ倧éã«æŽ»çšã§ããããã«ããããã«ã¯ãç¶ç¶çãªæè²ãšãµããŒããå¿ èŠã§ãã
ãŸããCDPã瀟å ã®ããŒã¿æåã®äžéšãšããŠå®çãããããšãéèŠã§ããããŒã¿é§ååã®ææ決å®ãä¿é²ããå šåŸæ¥å¡ãããŒã¿ã®äŸ¡å€ãç解ãã掻çšããããšã奚å±ããæåãæ§ç¯ããããšãå¿ èŠã§ããããã«ãããçµç¹å šäœã§CDPã®å©ç¹ãæ倧éã«åŒãåºãããšãã§ããŸãã
æåŸã«ãã¹ã¿ãããæ°ããããŒã«ãåãå ¥ããå©çšããããã®ã€ã³ã»ã³ãã£ãã®èšå®ãèããã¹ãã§ããç®æšéæã«åããã¢ãããŒã·ã§ã³ãé«ããCDPå°å ¥ã®æåã«åããŠçµç¹å šäœãåæ©ä»ããããšãã§ããŸãã
CDPå°å ¥åŸã®éçšãšæé©å
ããŒã¿ã®çµ±åãšã¯ãªãŒãã³ã°
ã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒãå°å ¥ããåŸã«ãæåã«åãçµãã¹ãã¯ããŒã¿ã®çµ±åãšã¯ãªãŒãã³ã°ããã»ã¹ã§ããè€æ°ã®ããŒã¿ãœãŒã¹ããã®æ å ±ãäžå åããããšã§ã顧客ããŒã¿ã®å®å šæ§ãšç²ŸåºŠãé«ããããšãã§ããŸãããã®éãéè€ããããŒã¿ã®æé€ããäžæ£ç¢ºãªããŒã¿ã®ä¿®æ£ãå¿ èŠã«ãªããŸãã
ããŒã¿ã®ã¯ãªãŒãã³ã°ã¯ã顧客ããŒã¿ã®å質ãç¶æããããã«å®æçã«å®æœããããšãéèŠã§ããå質ã®äœãããŒã¿ã¯ããŒã±ãã£ã³ã°ã®å¹æãæããåå ãšãªããããCDPã®ã¡ãªãããæ倧éã«æŽ»çšããããã«ããããŒã¿ã®å質管çã«ã¯çŽ°å¿ã®æ³šæãæãå¿ èŠããããŸãã
ãŸããããŒã¿ã®çµ±åããã»ã¹ã§ã¯ã顧客ãç·åçã«ç解ããããã«ããªãã©ã€ã³ãšãªã³ã©ã€ã³ã®ããŒã¿ã®çµã¿åãããæ€èšããããšãæãŸããã§ãããªã ããã£ãã«æŠç¥ãæ¯ãã匷åºãªããŒã¿åºç€ãæ§ç¯ããããšããé·æçã«äŒæ¥ã®ç«¶äºåãé«ããéµãšãªããŸãã
ãŠãŒã¶ãŒã»ã°ã¡ã³ãã®äœæãšæŽ»çš
CDPãå°å ¥ããäž»ãªã¡ãªããã®äžã€ã¯ã顧客ããŒã¿ãåºã«ãã粟å¯ãªãŠãŒã¶ãŒã»ã°ã¡ã³ãã®äœæèœåã«ãããŸãããŠãŒã¶ãŒããŒã¹ã®å±æ§ãè¡åã賌買ãã¿ãŒã³ãèæ ®ããããšã§ããã现ããã»ã°ã¡ã³ãåããããšãå¯èœã§ããããã«ãããç¹å®ã®é¡§å®¢å±€ã«æé©åãããããŒã±ãã£ã³ã°æŠç¥ãå±éããããšãã§ããŸãã
ã»ã°ã¡ã³ãã掻çšããããšã§ããšã³ã²ãŒãžã¡ã³ããé«ããã¡ãŒã«ãã£ã³ããŒã³ããã³ã³ããŒãžã§ã³çãåäžãããããã¢ãŒã·ã§ã³ãªã©ãããå¹æçãªããŒã±ãã£ã³ã°æœçãå®è¡ã§ããŸããéèŠãªã®ã¯ãã»ã°ã¡ã³ãããšã«ã«ã¹ã¿ãã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ãè¡ãããšã§ã顧客ã®é¢å¿ãšè¡åãæ·±ãç解ããããšã§ãã
ããã«ãã»ã°ã¡ã³ãåæã掻çšããã°ã顧客ã®ããŒãºãå奜ã®å€åããã¡æ©ãæããè¿ éã«ããŒã±ãã£ã³ã°æŠç¥ã«åæ ãããããšãã§ããŸããããã«ããã顧客æºè¶³åºŠã®åäžã¯ãã¡ãããæ°ããªããžãã¹æ©äŒã®çºèŠã«ãç¹ãããŸãã
ãã£ã³ããŒã³ã®ããŒãœãã©ã€ãŒãŒã·ã§ã³
CDPã¯ããã£ã³ããŒã³ã®ããŒãœãã©ã€ãºãå®çŸãã匷åãªããŒã«ã§ãã顧客äžäººã²ãšãã®èå³ãéå»ã®è¡åããŒã¿ã«åºã¥ããã¡ãã»ãŒãžããªãã¡ãŒãã«ã¹ã¿ãã€ãºããããšã§ãããé«ããšã³ã²ãŒãžã¡ã³ããåŸãããšãå¯èœã§ãã
ããŒãœãã©ã€ãŒãŒã·ã§ã³ãæåãããã«ã¯ãã»ã°ã¡ã³ãããšã«ç°ãªãã¡ãã»ãŒãžæŠç¥ãçå®ããããšãéèŠã§ããäŸãã°ãåããŠååãè³Œå ¥ãã顧客ã«å¯ŸããŠã¯æè¿ã¡ãã»ãŒãžãéãããªããŒã¿ãŒã«ã¯ç¹å¥ãªãã¡ãŒãæ°ååæ å ±ãæäŸãããªã©ã顧客ã®ã©ã€ããµã€ã¯ã«ã«å¿ããã¢ãããŒããå¹æçã§ãã
ãŸãããã£ã³ããŒã³ã®ããŒãœãã©ã€ãŒãŒã·ã§ã³ãé²ããäžã§ãA/Bãã¹ããªã©ã®å®éšãè¡ããã©ã®ã¡ãã»ãŒãžãæãåé¿ãåŸãããããè©Šè¡é¯èª€ããããšã倧åã§ããCDPã掻çšããŠããŒã¿é§ååã®ææ決å®ãè¡ãããšã§ãããå¹ççã§å¹æçãªããŒã±ãã£ã³ã°æŽ»åãå®çŸããŸãã
ææ枬å®ãšãã£ãŒãããã¯ã«ãŒã
CDPã®æŽ»çšã§ã¯ãææ枬å®ãšãã®çµæãããŒã±ãã£ã³ã°æŠç¥ã«ãã£ãŒãããã¯ããããã»ã¹ãéåžžã«éèŠã§ããã©ã®ããŒã±ãã£ã³ã°æœçãããŸããã£ãã®ãããŸãã¯ããŸããããªãã£ãã®ããç解ããããšã§ãæè³å¯Ÿå¹æãæ倧åããããšãã§ããŸãã
äŸãã°ãåãã£ã³ããŒã³ã®éå°çãã¯ãªãã¯çãã³ã³ããŒãžã§ã³çãªã©ã®ææšã詳现ã«åæãããã®çµæã«åºã¥ããŠæŠç¥ã調æŽããããšãå¯èœã§ããå¹æãäœãã£ããã£ã³ããŒã³ã®èŠå ãåæããŠæ¹åçãè¬ãããªã©ãããŒã¿ã«åºã¥ããææ決å®ãè¿ éã«è¡ãããšãéèŠã§ãã
ããã«ãCDPãçšããŠé¡§å®¢ãã£ãŒãããã¯ããœãŒã·ã£ã«ã¡ãã£ã¢äžã§ã®èšåãåéã»åæããããšã§ã顧客ã®å£°ãçŽæ¥ããŒã±ãã£ã³ã°æŠç¥ã«åæ ãããããšãã§ããŸãã顧客æºè¶³åºŠã®åäžãšãã©ã³ããžã®ãã€ã€ãªãã£åŒ·åã«ç¹ãããããç¶ç¶çãªãã£ãŒãããã¯ã«ãŒãã®æ§ç¯ãäŒæ¥ã®æé·ãæ¯ããéµãšãªããŸãã
ããŸããŸãªæ¥çã§ã®CDP掻çšäŸ
ã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒã¯ãäŒæ¥ã顧客ããŒã¿ãçµ±åããããããŒãœãã©ã€ãºãããäœéšãæäŸããã®ã«åœ¹ç«ã¡ãŸãããã®ã»ã¯ã·ã§ã³ã§ã¯ãç°ãªãæ¥çã§ã®CDPã®æŽ»çšæ¹æ³ãå ·äœäŸãããšã«çŽ¹ä»ããŸãã
å°å£²æ¥çã§ã®é¡§å®¢äœéšã®åäž
å°å£²æ¥çã§ã¯ãCDPã掻çšããŠé¡§å®¢ã®ã·ã§ããã³ã°å±¥æŽããªã³ã©ã€ã³ã®è¡åãåæããããããŒãœãã©ã€ãºãããæšèŠãããã¢ãŒã·ã§ã³ãæäŸããŸãããã®ã¢ãããŒãã«ããã顧客ã®æºè¶³åºŠãåäžãããªããŒã¿ãŒçã®å¢å ã«ç¹ãããŸãã
äŸãã°ã賌買履æŽãåæããŠã顧客ãèå³ãæã¡ãããªæ°ååãã¡ãŒã«ã§ç¥ãããããšãã§ããŸãããŸãã顧客ã®éå»ã®è³Œè²·è¡åã«åºã¥ãããŠã§ããµã€ãäžã§æšèŠååãã«ã¹ã¿ãã€ãºããããšãå¯èœã§ãã
ããã«ãCDPã¯ãªã ããã£ãã«æŠç¥ã®å®çŸã«ãæ¬ ãããŸããã顧客ããªã³ã©ã€ã³ã§ååããã§ãã¯ããåŸãå®åºèã§è³Œå ¥ãããšãã£ã賌買è¡åã«å¯ŸããŠãäžè²«æ§ã®ããäœéšãæäŸããããšãå¯èœãšãªããŸãã
éèæ¥çã§ã®ããŒãœãã©ã€ãºãããŒã±ãã£ã³ã°
éèæ¥çã§ã¯ã顧客ã®è²¡åç¶æ³ãååŒå±¥æŽãCDPãå©çšããŠè§£æããå顧客ã«åã£ãéèååããµãŒãã¹ãææ¡ã§ããŸããããã«ããã顧客äžäººã²ãšãã«æé©ãªããŒãœãã©ã€ãºãããŒã±ãã£ã³ã°ãå±éããããšãå¯èœã§ãã
顧客ã®ã©ã€ãã¹ããŒãžã財åç®æšã«åºã¥ããæè³ååã®ææ¡ãä¿éºååã®ã«ã¹ã¿ãã€ãºãªã©ã顧客ã«ãšã£ãŠæ¬åœã«äŸ¡å€ã®ããæ å ±ãæäŸããããšãã§ããããã«ãªããŸãã
ãã®æŠç¥ã¯ã顧客æºè¶³åºŠã®åäžã ãã§ãªããã¯ãã¹ã»ã«ãã¢ããã»ã«ã®æ©äŒãçã¿åºããäŒæ¥ã®åçå¢å ã«ãç¹ãããŸãã
ã¡ãã£ã¢æ¥çã§ã®ã³ã³ãã³ãæé©å
ã¡ãã£ã¢æ¥çã§ã¯ãCDPã䜿çšããŠé¡§å®¢ã®èå³ãè¡åãåæããããé¢é£æ§ã®é«ãã³ã³ãã³ããæäŸããããšãã§ããŸããããã«ãããé²èŠ§æéã®å¢å ãå®ççã®åäžãå³ãããšãå¯èœã§ãã
äŸãã°ããŠãŒã¶ãŒãéå»ã«é²èŠ§ããèšäºããããªã®ãžã£ã³ã«ãåæããé¡äŒŒãŸãã¯é¢é£ããã³ã³ãã³ããæšèŠããããšãã§ããŸãããŸãããœãŒã·ã£ã«ã¡ãã£ã¢ããã¥ãŒã¹ã¬ã¿ãŒãéããŠããŠãŒã¶ãŒã®è¡åã«åºã¥ããããŒãœãã©ã€ãºãããã³ã³ãã³ããæäŸããããšãå¯èœã«ãªããŸãã
ããã«ãCDPã¯ãŠãŒã¶ãŒã®åå¿ããªã¢ã«ã¿ã€ã ã§åæããã³ã³ãã³ãã®ããã©ãŒãã³ã¹ãæé©åããã®ã«åœ¹ç«ã¡ãŸããããã«ãããããå€ãã®ãŠãŒã¶ãŒãåŒãã€ãããšã³ã²ãŒãžã¡ã³ããé«ããããšãã§ããŸãã
補é æ¥çã§ã®ã¢ãã¿ãŒãµãŒãã¹ã®æ¹å
補é æ¥çã§ã¯ãCDPãå©çšããŠé¡§å®¢ã®äœ¿çšå±¥æŽããã£ãŒãããã¯ãéçŽåæããã«ã¹ã¿ããŒãµããŒããã¢ãã¿ãŒãµãŒãã¹ãåäžãããããšãã§ããŸãã顧客ã®ããŒãºãåé¡ç¹ãæ£ç¢ºã«æããé©åãªãµãŒãã¹ãæäŸããããšã§ã顧客æºè¶³åºŠãé«ããããšãå¯èœã§ãã
äŸãã°ã補åã®äœ¿ãæ¹ã«é¢ããåãåãããå€ãããšãåããã°ããã詳现ãªäœ¿çšèª¬ææžã®æäŸã䜿ãæ¹ã«é¢ããåç»ã³ã³ãã³ãã®å¶äœãè¡ãããšãã§ããŸãããŸãã補åã«é¢ãã顧客ã®äžæºãåé¡ç¹ãæ©æã«ææ¡ãã補åæ¹è¯ã®åèã«ããããšãå¯èœã§ãã
ããã«ã顧客ã®è£œåå©çšãã¿ãŒã³ãåæããããšã§ãæ¶èåã®äº€æææãã¡ã³ããã³ã¹ã®å¿ èŠæ§ãäºæž¬ãã顧客ã«ç©æ¥µçã«é£çµ¡ãåãããšãã§ããŸããããã«ããã顧客ãšã®é·æçãªé¢ä¿æ§ç¯ã«å¯äžããŸãã
CDPå°å ¥ã®ææŠãšè§£æ±ºç
ã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒã¯ãæ§ã ãªé¡§å®¢ããŒã¿ãäžå 管çããäŒæ¥ã顧客ã«å¯Ÿããæ·±ãç解ãšããããŒãœãã©ã€ãºããã顧客äœéšãæäŸããããã®åŒ·åãªããŒã«ãšãªã£ãŠããŸããããããCDPã®å°å ¥ã«ã¯å€ãã®ææŠã䌎ããŸããããã§ã¯ããã®äž»ãªææŠãšããããå æããããã®è§£æ±ºçã«ã€ããŠæãäžããŠãããŸãã
è€æ°ã®ããŒã¿ãœãŒã¹ã®çµ±åã®é£ãã
å€ãã®äŒæ¥ã¯ãããŸããŸãªãã£ãã«ãã·ã¹ãã ããåéããã顧客ããŒã¿ãæã£ãŠããããããã®ããŒã¿ãœãŒã¹ã®å·®ç°ãçµ±åããããšã¯äžã€ã®å€§ããªèª²é¡ãšãªããŸããç°ãªã圢åŒãæ§é ãããã«ã¯ããŒã¿ã®å質ã®ãã©ã€ãããçµ±åã®ããã»ã¹ãè€éã«ããŸãã
ãã®èª²é¡ã解決ããããã«ã¯ãããŒã¿ã¬ããã³ã¹ã®ä»çµã¿ã®æ§ç¯ãéèŠã§ããããŒã¿ã®æšæºåãã¯ãªãŒãã³ã°ãçµ±åããã»ã¹ãå®çŸ©ããããã«ãã£ãŠããŒã¿ã®äžè²«æ§ãšã¢ã¯ã»ã¹ãæããåäžãããããšãã§ããŸãããŸããå°éã®ããŒã¿çµ±åããŒã«ã䜿çšããããšã§ãããã»ã¹ãèªååããå¹çåããããšãæå¹ã§ãã
ããã«ãç°ãªãéšçœ²ãããŒã éã§ã®ã³ãã¥ãã±ãŒã·ã§ã³ãšååãä¿é²ããããšã§ãããŒã¿ãœãŒã¹éã®éå£ãæžãããããŒã¿çµ±åã®èª²é¡ãå æããããšãå¯èœã«ãªããŸãã
ãªã¢ã«ã¿ã€ã ããŒã¿åŠçã®æè¡çãªèª²é¡
çŸä»£ã®é¡§å®¢äœéšã¯ãªã¢ã«ã¿ã€ã ã®å¯Ÿå¿ãæ±ããããããšãå€ãããããå®çŸããããã«ã¯ããªã¢ã«ã¿ã€ã ã§ããŒã¿ãåŠçããèœåãäžå¯æ¬ ã§ãããããã倧éã®ããŒã¿ããªã¢ã«ã¿ã€ã ã§åŠçããåæããã«ã¯ãé«åºŠãªæè¡ãå¿ èŠãšãªããŸãã
ãã®èª²é¡ã«å¯ŸåŠããã«ã¯ãæå 端ã®ããŒã¿åŠçæè¡ãšã€ã³ãã©ã¹ãã©ã¯ãã£ã®å°å ¥ãå¿ èŠã§ããç¹ã«ãã€ãã³ãé§ååã¢ãŒããã¯ãã£ãã¹ããªãŒã åŠçãã©ãããã©ãŒã ã¯ããªã¢ã«ã¿ã€ã ããŒã¿åŠçã«ãããŠåŒ·åãªæ¯æŽãæäŸããŸãããŸããã¯ã©ãŠãããŒã¹ã®ãœãªã¥ãŒã·ã§ã³ãå©çšããããšã§ãã¹ã±ãŒã©ããªãã£ãšæè»æ§ã確ä¿ãã倧éã®ãªã¢ã«ã¿ã€ã ããŒã¿ãå¹æçã«åŠçããããšãã§ããŸãã
ãŸãããªã¢ã«ã¿ã€ã ããŒã¿åŠçã®èœåãé«ããã«ã¯ãããŒã¿ãµã€ãšã³ãã£ã¹ãããšã³ãžãã¢ãªã©ã®æè¡ã¹ã¿ããã®ã¹ãã«ã¢ãããéèŠã§ããç¶ç¶çãªæè²ãšãã¬ãŒãã³ã°ãéããŠãææ°ã®ããŒã¿åŠçæè¡ãžã®å¯Ÿå¿èœåã匷åããããšãæå¹ã§ãã
ãªã ããã£ãã«æŠç¥ãšã®é£æº
ãªã ããã£ãã«æŠç¥ã®å®æœã¯ã顧客ã«äžè²«æ§ã®ãããã©ã³ãäœéšãæäŸããããã«éèŠã§ãããç°ãªããã£ãã«ãéãã顧客ã®è¡åã远跡ããçµ±åããããšã¯å®¹æãªããšã§ã¯ãããŸããããã®çµ±åã¯ãCDPå°å ¥ã§è§£æ±ºãã¹ãéèŠãªèª²é¡ã®äžã€ã§ãã
CDPã®æŽ»çšã«ãã£ãŠãç°ãªããã£ãã«ããã®ããŒã¿ãäžå åã§ããŸããããã«ããã顧客ã®è¡åã奜ã¿ããã£ãã«éã§äžè²«ããŠè¿œè·¡ããåæããããšãå¯èœãšãªãããªã ããã£ãã«æŠç¥ã®å®æœã«äžå¯æ¬ ãªé¡§å®¢ã®360床ãã¥ãŒãæ§ç¯ããããšãã§ããŸãã
æåã®ã«ã®ã¯ããã£ãã«ããšã«åæ£ããŠãã顧客ããŒã¿ãCDPã«çµ±åãããããã®ããŒã¿ãåºã«äžè²«ãã顧客äœéšãèšèšãå®è¡ããããšã§ãããã®ããã«ã¯ãããŒã±ãã£ã³ã°ãã»ãŒã«ã¹ãã«ã¹ã¿ããŒãµãŒãã¹ãªã©ãç°ãªãéšçœ²ãå¯æ¥ã«é£æºããå ±æã®ç®æšã«åãã£ãŠååããå¿ èŠããããŸãã
çµç¹å ã®æåå€é©ãšã¹ã¿ããã®ã¹ãã«ã¢ãã
CDPãæ倧éã«æŽ»çšããããã«ã¯ãçµç¹å ã§ã®æåå€é©ãéèŠã§ããããŒã¿é§ååã®ææ決å®ãä¿é²ããåéšçœ²ãããŒã¿ãšæŽå¯ãå ±æããŠååããæåãæ ¹ä»ãããå¿ èŠããããŸãã
çµç¹æåãå€é©ããäžã§ããªãŒããŒã·ããã®åœ¹å²ã¯éåžžã«å€§ããã§ããçµå¶é£ãéšéã®ãªãŒããŒãããŒã¿ãšé¡§å®¢äžå¿ã®ã¢ãããŒããç©æ¥µçã«æ¯æããæšé²ããããšã§ãå€é©ã¯ããã¹ã ãŒãºã«é²ã¿ãŸãããŸããå šç€Ÿçãªã³ãã¥ãã±ãŒã·ã§ã³ãšæè²ããã°ã©ã ãéããŠãããŒã¿ã®äŸ¡å€ãšæŽ»çšæ¹æ³ãåŸæ¥å¡ã«ç解ãããããšãéèŠã§ãã
ããã«ãCDPã®å¹æçãªæŽ»çšã«ã¯ãããŒã¿ã¢ããªãã£ã¯ã¹ãããŒã¿ããŒã±ãã£ã³ã°ããã¯ãããžãŒã®ã¹ãã«ãåããã¹ã¿ãããå¿ èŠã§ããåŸæ¥å¡ã®ã¹ãã«ã¢ãããæ¯æŽããããã®ç¶ç¶çãªæè²ãšãã¬ãŒãã³ã°ã¯ãçµç¹ã®CDP掻çšèœåãåäžãããããã«äžå¯æ¬ ã§ãã
ãŸãšã
ã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒCDPïŒå°å ¥ã¯ã顧客ããŒã¿ãäžå 管çããããŒã±ãã£ã³ã°æŠç¥ã®ç²ŸåºŠãé«ããããã«äžå¯æ¬ ã§ããCDPãšCRMãæ確ã«åºå¥ããããžãã¹ããŒãºã«åãããæé©ãªCDPéžæãéèŠãå°å ¥åã«ã¯ç®çã®æ確åãæ¢åã®ããŒã¿ã€ã³ãã©ãšã®æŽåæ§ã®æ€èšãããŒã¿ãã©ã€ãã·ãŒãžã®é æ ®ãå¿ èŠã§ããã¹ãããããšã«èšç»ãç«ãŠãã¹ã¿ããã®ãã¬ãŒãã³ã°ã«ã泚åããŠãã ãããéçšã§ã¯ããŒã¿ã®ã¯ãªãŒãã³ã°ããŠãŒã¶ãŒã»ã°ã¡ã³ãã®äœæãããŒãœãã©ã€ãŒãŒã·ã§ã³ã掻çšããæé©åãå³ããŸããåæ¥çã§ã®æŽ»çšäŸãåèã«ãCDPã®å°å ¥ã«ããææãæ倧éã«åŒãåºããŸãããã