æŸéæ¥çã«ãããŠãèŠèŽè ãšã®é·æçãªé¢ä¿æ§ãç¶æããç¶ç¶çãªèŠèŽãä¿é²ããããšã¯éåžžã«éèŠãªèª²é¡ã§ããããããæšä»ã®èŠèŽã¹ã¿ã€ã«ã®å€æ§åã競äºã®æ¿åã«ãããèŠèŽè ã®ãªãã³ã·ã§ã³ãå®çŸããããšã¯å®¹æã§ã¯ãããŸãããæŸéäºæ¥è ã¯ãèŠèŽè ã®ããŒãºãè¡åãæ·±ãç解ããå¹æçãªãªãã³ã·ã§ã³æŠç¥ãç«æ¡ã»å®è¡ããããšãæ±ããããŠããŸããæ¬èšäºã§ã¯ãæŸéæ¥ã«ããããªãã³ã·ã§ã³ã®éèŠæ§ãšããã®å®çŸã«åããå ·äœçãªæœçã«ã€ããŠãåå¿è åãã«ãããããã解説ããŸãã
æŸéæ¥ã«ããããªãã³ã·ã§ã³ãšã¯
æŸéæ¥çã«ãããŠããªãã³ã·ã§ã³ãšã¯èŠèŽè ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ããç¶ç¶çãªèŠèŽãä¿é²ããããã®æœçãæããŸããæŸéäºæ¥è ã«ãšã£ãŠãèŠèŽè ã®ç¶æãšæ¡å€§ã¯éåžžã«éèŠãªèª²é¡ã§ããããªãã³ã·ã§ã³æŠç¥ã¯æ¬ ãããªãèŠçŽ ãšãªã£ãŠããŸãã
ãªãã³ã·ã§ã³ã®å®çŸ©ãšéèŠæ§
ãªãã³ã·ã§ã³ãšã¯ãæ¢åã®é¡§å®¢ãèŠèŽè ãšã®é¢ä¿æ§ãç¶æããç¶ç¶çãªå©çšãèŠèŽãä¿é²ããããã®ããŒã±ãã£ã³ã°æŽ»åãæããŸããæŸéæ¥çã«ãããŠã¯ãèŠèŽè ã®å®çåãšãã€ã€ã«ãã£ã®åäžãéèŠãªç®æšãšãªããŸãããªãã³ã·ã§ã³ãå¹æçã«å®æœããããšã§ã以äžã®ãããªã¡ãªãããæåŸ ã§ããŸãã
- èŠèŽè ã®é·æçãªç¢ºä¿ãšå®å®çãªåçã®ç¢ºä¿
- æ°èŠèŠèŽè ç²åŸã³ã¹ãã®åæž
- èŠèŽè ãšã®åŒ·ãä¿¡é Œé¢ä¿ã®æ§ç¯
- çªçµããµãŒãã¹ã®æ¹åã«ã€ãªãããã£ãŒãããã¯ã®åé
æŸéæ¥çç¹æã®ãªãã³ã·ã§ã³ã®èª²é¡
æŸéæ¥çã§ã¯ãèŠèŽè ã®å奜ãè¡åæ§åŒãå€æ§åããŠããããªãã³ã·ã§ã³ãå®çŸããããã«ã¯æ§ã ãªèª²é¡ã«å¯Ÿå¿ããå¿ èŠããããŸããäž»ãªèª²é¡ãšããŠã¯ã以äžã®ãããªãã®ãæããããŸãã
- èŠèŽè ã®é¢å¿ãæç¶ãããããã®é åçãªã³ã³ãã³ãã®æäŸ
- èŠèŽç¿æ £ã®å€åã«å¯Ÿå¿ããçªçµç·šæãšããã¢ãŒã·ã§ã³æŠç¥
- ãªã³ããã³ãé ä¿¡ããœãŒã·ã£ã«ã¡ãã£ã¢ãšã®é£æº
- å人æ å ±ä¿è·ãšããŒã¿æŽ»çšã®ãã©ã³ã¹
ãããã®èª²é¡ã«å¯ŸããŠãèŠèŽè ã®ããŒãºãè¡åãåæããæé©ãªãªãã³ã·ã§ã³æœçãç«æ¡ã»å®è¡ããããšãæ±ããããŸããç¶ç¶çãªã¢ãã¿ãªã³ã°ãšPDCAãµã€ã¯ã«ã«ããæ¹åãéèŠã§ãã
ãªãã³ã·ã§ã³æœçã«ãã顧客ãã€ã€ã«ãã£ã®åäž
æŸéäºæ¥è ã¯ãèŠèŽè ãšã®ãšã³ã²ãŒãžã¡ã³ããé«ããããã«ãæ§ã ãªãªãã³ã·ã§ã³æœçãå®æœããŠããŸãã代衚çãªæœçãšããŠã以äžã®ãããªãã®ããããŸãã
æœç | å 容 |
---|---|
äŒå¡å¶ãµãŒãã¹ | ç¹å žãåªåŸ ãæäŸããèŠèŽè ã®åž°å±æèãé«ãã |
èŠèŽè åå åäŒç» | çªçµãžã®æèŠåéãæ祚äŒç»ã§ãèŠèŽè ãšã®äžäœæãéžæ |
ã¯ãã¹ã¡ãã£ã¢å±é | ãã¬ããã©ãžãªãWebãã€ãã³ããªã©è€æ°ã¡ãã£ã¢ã§ã®é£åäŒç» |
CRM(顧客é¢ä¿ç®¡ç) | èŠèŽè ããŒã¿ã®åæãšããŒãœãã©ã€ãºãããã¢ãããŒã |
ãããã®ãªãã³ã·ã§ã³æœçãéããŠãèŠèŽè ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ãããã€ã€ã«ãã£ã®é«ãèŠèŽè å±€ã圢æããããšãã§ããŸãããã€ã€ã«ãã£ã®é«ãèŠèŽè ã¯ãçªçµã®å®å®çãªèŠèŽã ãã§ãªããå£ã³ãã«ããæ°èŠèŠèŽè ã®ç²åŸã«ãè²¢ç®ããŸãã
æŸéæ¥çã«ããããªãã³ã·ã§ã³ã¯ãåãªãèŠèŽè ã®ç¶æã«ãšã©ãŸãããèŠèŽè ãšã®ä¿¡é Œé¢ä¿ãç¯ããé·æçãªèŠèŽç¿æ £ã圢æããããã®éèŠãªåãçµã¿ã§ããé åçãªã³ã³ãã³ããèŠèŽè ã®ããŒãºã«åãããçªçµç·šæãå€æ§ãªã¡ãã£ã¢ãšã®é£æºãããŒã¿åæã«åºã¥ãã¢ãããŒããªã©ãç·åçãªæœçã®å®æœãæ±ããããŸãããªãã³ã·ã§ã³ãå¹æçã«è¡ãããšã§ãæŸéäºæ¥è ã¯å®å®çãªåçåºç€ã確ä¿ããèŠèŽè ã«æãããååšãšããŠæé·ããŠããããšãã§ããã§ãããã
æŸéæ¥ã«ããããªãã³ã·ã§ã³æŠç¥
æŸéæ¥çã§ã¯ãèŠèŽè ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ããç¶ç¶çãªèŠèŽãä¿é²ããããã®ãªãã³ã·ã§ã³æŠç¥ãéåžžã«éèŠã§ããèŠèŽè ã®ç¶æãšæ¡å€§ã¯ãæŸéäºæ¥è ã®å®å®çãªåç確ä¿ãšæé·ã«çŽçµãã課é¡ã§ããããã§ã¯ãæŸéæ¥ã«ããããªãã³ã·ã§ã³æŠç¥ã®äž»èŠãªèŠçŽ ã«ã€ããŠè§£èª¬ããŸãã
èŠèŽç¿æ £ã®åæãšã¿ãŒã²ãã£ã³ã°
å¹æçãªãªãã³ã·ã§ã³æŠç¥ãç«æ¡ããããã«ã¯ãèŠèŽè ã®èŠèŽç¿æ £ãå奜ã詳现ã«åæããå¿ èŠããããŸããèŠèŽããŒã¿ãã¢ã³ã±ãŒã調æ»ãªã©ãããèŠèŽè ã®ãã¢ã°ã©ãã£ãã¯æ å ±ãèŠèŽæé垯ã奜ã¿ã®ãžã£ã³ã«ãªã©ãææ¡ããã»ã°ã¡ã³ããŒã·ã§ã³ãè¡ããŸããããã«ãããã¿ãŒã²ãããšãªãèŠèŽè å±€ãæ確ã«ããããããã®ã»ã°ã¡ã³ãã«åãããã¢ãããŒããåãããšãã§ããŸãã
ãŸããèŠèŽç¿æ £ã®å€åã«ã泚ç®ãå¿ èŠã§ããè¿å¹Žã§ã¯ããªã³ããã³ãé ä¿¡ãã¢ãã€ã«ããã€ã¹ã§ã®èŠèŽãå¢å ããŠããŸãããããã®å€åã«å¯Ÿå¿ããå€æ§ãªèŠèŽã¹ã¿ã€ã«ã«åãããçªçµæäŸãããã¢ãŒã·ã§ã³æœçãè¬ããããšãéèŠã§ãã
ã³ã³ãã³ãã®è³ªãšç¬èªæ§ã®è¿œæ±
èŠèŽè ãåŒãä»ããç¶ç¶çãªèŠèŽãä¿ãããã«ã¯ãé«å質ã§é åçãªã³ã³ãã³ãã®æäŸãäžå¯æ¬ ã§ããæŸéäºæ¥è ã¯ãç¬èªæ§ã®ããçªçµã®å¶äœãã人æ°ã³ã³ãã³ãã®ã·ãªãŒãºåãªã©ãéããŠãèŠèŽè ã®ããŒãºã«å¿ããå¿ èŠããããŸãããŸããæŸéæ ã ãã§ãªãããªã³ã©ã€ã³é ä¿¡ããœãŒã·ã£ã«ã¡ãã£ã¢ãªã©ã®å€æ§ãªãã£ãã«ã掻çšããã³ã³ãã³ãã®é²åºãé«ããããšãå¹æçã§ãã
ã³ã³ãã³ãã®è³ªãç¶æã»åäžãããããã«ã¯ãèŠèŽè ããã®ãã£ãŒãããã¯ãç©æ¥µçã«åéããçªçµã®æ¹åã«åœ¹ç«ãŠãããšãéèŠã§ããèŠèŽè ã¢ã³ã±ãŒãããœãŒã·ã£ã«ã¡ãã£ã¢äžã®åé¿ãåæããèŠèŽè ã®å£°ã«è³ãåŸããããšã§ãããæºè¶³åºŠã®é«ãã³ã³ãã³ããæäŸã§ããŸãã
èŠèŽè ãšã®ãšã³ã²ãŒãžã¡ã³ã匷å
èŠèŽè ãšã®åŒ·ãçµãç¯ãããã«ã¯ãèœåçãªãšã³ã²ãŒãžã¡ã³ãã®ä¿é²ãéµãšãªããŸããæŸéäºæ¥è ã¯ã以äžã®ãããªæœçãéããŠãèŠèŽè ãšã®äº€æµãæ·±ããããšãã§ããŸãã
- èŠèŽè åå åã®çªçµäŒç»ãæ祚ã®å®æœ
- çªçµã«é¢é£ããã€ãã³ãããã£ã³ããŒã³ã®éå¬
- ãœãŒã·ã£ã«ã¡ãã£ã¢ã掻çšããèŠèŽè ãšã®ã³ãã¥ãã±ãŒã·ã§ã³
- äŒå¡å¶ãµãŒãã¹ã«ããç¹å žãåªåŸ ã®æäŸ
ãããã®æœçã«ãããèŠèŽè ã¯çªçµãæŸéäºæ¥è ã«å¯Ÿããæçãåž°å±æèãé«ããããšãã§ããŸãããŸããèŠèŽè å士ã®ã³ãã¥ããã£åœ¢æãä¿é²ããããšã§ãèŠèŽç¿æ £ã®å®çåã«ãã€ãªãããŸãã
ããã«ãCRMïŒé¡§å®¢é¢ä¿ç®¡çïŒã·ã¹ãã ã掻çšããèŠèŽè äžäººäžäººã®å奜ãè¡åå±¥æŽãåæããããšã§ãããŒãœãã©ã€ãºãããã¬ã³ã¡ã³ããŒã·ã§ã³ãããã¢ãŒã·ã§ã³ãè¡ãããšãå¯èœã§ããèŠèŽè ã®ããŒãºã«åããããã现ãããªã¢ãããŒãã¯ããªãã³ã·ã§ã³ã®åŒ·åã«å€§ããè²¢ç®ããŸãã
æŸéæ¥çã«ããããªãã³ã·ã§ã³æŠç¥ã¯ãèŠèŽè ãšã®é·æçãªé¢ä¿æ§ã®æ§ç¯ãšãç¶ç¶çãªèŠèŽç¿æ £ã®åœ¢æãç®çãšããŠããŸããèŠèŽç¿æ £ã®åæãšã¿ãŒã²ãã£ã³ã°ãé«å質ãªã³ã³ãã³ãã®æäŸãèœåçãªãšã³ã²ãŒãžã¡ã³ãã®ä¿é²ãªã©ãå€è§çãªã¢ãããŒããå¿ èŠã§ããæŸéäºæ¥è ããªãã³ã·ã§ã³æŠç¥ã«æ³šåããããšã§ãèŠèŽè ãšã®ä¿¡é Œé¢ä¿ã匷åããå®å®çãªåçåºç€ã確ç«ããããšãã§ããã§ãããã
ãªãã³ã·ã§ã³æŠç¥ã®æåã«ã¯ãçµç¹å šäœã§ã®åãçµã¿ãšãèŠèŽè ã®ããŒãºã«æè»ã«å¯Ÿå¿ãã姿å¢ãæ¬ ãããŸãããæŸéäºæ¥è ã¯ãèŠèŽè ããŒã¿ã®åæãšæŽ»çšãã³ã³ãã³ãå¶äœäœå¶ã®åŒ·åãããŒã±ãã£ã³ã°æœçã®æé©åãªã©ãæ§ã ãªåŽé¢ãããªãã³ã·ã§ã³æŠç¥ãæšé²ããŠããå¿ èŠããããŸãããŸããæè¡ã®é²æ©ã«åãããŠãæ°ããèŠèŽã¹ã¿ã€ã«ãé ä¿¡ãã©ãããã©ãŒã ã«ã察å¿ããŠããããšãæ±ããããŸãã
æŸéæ¥çãåãå·»ãç°å¢ã¯åžžã«å€åããŠãããèŠèŽè ã®ç²åŸãšç¶æã¯ãŸããŸãéèŠãªèª²é¡ãšãªã£ãŠããŸãããªãã³ã·ã§ã³æŠç¥ãå¹æçã«å®æœããèŠèŽè ãšã®åŒ·ãçµãç¯ãããšãã§ããã°ãæŸéäºæ¥è ã¯å³ãã競äºç°å¢ã®äžã§ãæç¶çãªæé·ãå®çŸã§ããã§ããããèŠèŽè ã«æãããä¿¡é ŒãããæŸéäºæ¥è ãšããŠãæ¥çããªãŒãããŠããããšãæåŸ ãããŸãã
æŸéæ¥ã®ãªãã³ã·ã§ã³æœçã®å®è·µ
æŸéæ¥çã«ãããŠãèŠèŽè ãšã®é·æçãªé¢ä¿æ§ãç¶æããç¶ç¶çãªèŠèŽãä¿é²ããããã®ãªãã³ã·ã§ã³æœçã¯æ¬ ãããŸãããããã§ã¯ãæŸéæ¥çã§å®è·µãããŠããå¹æçãªãªãã³ã·ã§ã³æœçã«ã€ããŠçŽ¹ä»ããŸãã
ããŒãœãã©ã€ãºãããã¬ã³ã¡ã³ããŒã·ã§ã³
èŠèŽè äžäººäžäººã®å奜ãèŠèŽå±¥æŽãåæããããŒãœãã©ã€ãºãããã³ã³ãã³ãã®ã¬ã³ã¡ã³ããŒã·ã§ã³ãè¡ãããšã¯ããªãã³ã·ã§ã³ã®åŒ·åã«å€§ããè²¢ç®ããŸããèŠèŽè ã®èå³é¢å¿ã«åãããçªçµãã³ã³ãã³ããææ¡ããããšã§ãèŠèŽè ã®æºè¶³åºŠãé«ããç¶ç¶çãªèŠèŽãä¿ãããšãã§ããŸãããŸããã¬ã³ã¡ã³ããŒã·ã§ã³ã«å ããŠãèŠèŽè ã®è¡åã«å¿ããã¿ã€ãã³ã°ã§ã®ããã·ã¥éç¥ãªã©ãå¹æçã§ãã
ããŒãœãã©ã€ãºãããã¬ã³ã¡ã³ããŒã·ã§ã³ãå®çŸããããã«ã¯ãèŠèŽè ããŒã¿ã®åéãšåæãäžå¯æ¬ ã§ããèŠèŽå±¥æŽãçªçµè©äŸ¡ãã¢ã³ã±ãŒãåçãªã©ã®ããŒã¿ã掻çšããèŠèŽè ã®å奜ãè¡åãã¿ãŒã³ãææ¡ããããšãéèŠã§ãããŸããæ©æ¢°åŠç¿ãAIã掻çšããããšã§ããã粟床ã®é«ãã¬ã³ã¡ã³ããŒã·ã§ã³ãå¯èœã«ãªããŸãã
ãœãŒã·ã£ã«ã¡ãã£ã¢ã掻çšããã³ãã¥ããã£åœ¢æ
ãœãŒã·ã£ã«ã¡ãã£ã¢ã¯ãèŠèŽè ãšã®çŽæ¥çãªã³ãã¥ãã±ãŒã·ã§ã³ããèŠèŽè å士ã®ã³ãã¥ããã£åœ¢æã«æå¹ãªããŒã«ã§ããæŸéäºæ¥è ã¯ãå ¬åŒã¢ã«ãŠã³ããéããŠçªçµæ å ±ã®çºä¿¡ãèŠèŽè ãšã®äº€æµãå³ãããšãã§ããŸãããŸããããã·ã¥ã¿ã°ã掻çšããåå åäŒç»ãããœãŒã·ã£ã«ã¡ãã£ã¢äžã§ã®ã©ã€ãé ä¿¡ãªã©ããèŠèŽè ã®ãšã³ã²ãŒãžã¡ã³ããé«ããäžã§å¹æçã§ãã
èŠèŽè å士ã®ã³ãã¥ããã£åœ¢æãä¿é²ããããšã§ãçªçµãæŸéäºæ¥è ã«å¯Ÿããåž°å±æèãé«ããç¶ç¶çãªèŠèŽç¿æ £ã®åœ¢æã«ãã€ãªãããŸããã³ãã¥ããã£å ã§ã®æ å ±å ±æã亀æµã¯ãèŠèŽè ã®æºè¶³åºŠãé«ããçªçµã«å¯Ÿããæçãæ·±ããããšãã§ããŸããæŸéäºæ¥è ã¯ãã³ãã¥ããã£ã®éå¶ãã¢ãã¬ãŒã·ã§ã³ã«ã泚åããå¥å šãªäº€æµç°å¢ã®ç¶æã«åªããå¿ èŠããããŸãã
ç¶ç¶èŠèŽãä¿ãäŒå¡ç¹å žããã°ã©ã
äŒå¡å¶ã®ãµãŒãã¹ãç¹å žããã°ã©ã ãæäŸããããšã§ãèŠèŽè ã®ç¶ç¶çãªèŠèŽãä¿é²ããããšãã§ããŸããäŸãã°ãäŒå¡éå®ã®ãªãªãžãã«ã³ã³ãã³ããå è¡é ä¿¡ãã€ãã³ããžã®åªå åå æš©ãã°ããºã®å²åŒãªã©ã®ç¹å žãçšæããããšã§ãèŠèŽè ã®æºè¶³åºŠãšãã€ã€ã«ãã£ãé«ããããšãã§ããŸãã
äŒå¡ç¹å žããã°ã©ã ãå¹æçã«éçšããããã«ã¯ãèŠèŽè ã®ããŒãºãå奜ãç確ã«æããé åçãªç¹å žãæäŸããããšãéèŠã§ãããŸããäŒå¡ã©ã³ã¯ããã€ã³ãå¶åºŠãªã©ãå°å ¥ããç¶ç¶çãªèŠèŽãçªçµãžã®é¢äžãä¿ãã€ã³ã»ã³ãã£ããèšããããšãå¹æçã§ããäŒå¡ç¹å žãéããŠèŠèŽè ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ããããšã§ãå®å®çãªèŠèŽè åºç€ã®ç¢ºä¿ã«ã€ãªããããšãã§ããŸãã
æŸéæ¥çã«ããããªãã³ã·ã§ã³æœçã¯ãèŠèŽè ãšã®ç¶ç¶çãªé¢ä¿æ§ãç¶æããçªçµãæŸéäºæ¥è ã«å¯Ÿããæçãšãã€ã€ã«ãã£ãé«ããããšãç®çãšããŠããŸããããŒãœãã©ã€ãºãããã¬ã³ã¡ã³ããŒã·ã§ã³ããœãŒã·ã£ã«ã¡ãã£ã¢ã掻çšããã³ãã¥ããã£åœ¢æãäŒå¡ç¹å žããã°ã©ã ãªã©ã®æœçãéããŠãèŠèŽè ãšã®ãšã³ã²ãŒãžã¡ã³ãã匷åããç¶ç¶çãªèŠèŽç¿æ £ã®åœ¢æãå³ãããšãéèŠã§ãã
ãªãã³ã·ã§ã³æœçã®å®è·µã«ã¯ãèŠèŽè ããŒã¿ã®åéãšåæãããŒã±ãã£ã³ã°æŠç¥ã®ç«æ¡ãæè¡çãªåºç€ã®æŽåãªã©ãå€å²ã«ãããåãçµã¿ãå¿ èŠã§ããæŸéäºæ¥è ã¯ãèŠèŽè ã®ããŒãºãè¡åã®å€åã«æè»ã«å¯Ÿå¿ããªãããå¹æçãªãªãã³ã·ã§ã³æœçãç¶ç¶çã«å®æœããŠããããšãæ±ããããŸããèŠèŽè ãšã®ä¿¡é Œé¢ä¿ã匷åããé·æçãªèŠèŽè åºç€ã確ç«ããããšã§ãæŸéæ¥çã«ããã競äºåã®åäžãšæç¶çãªæé·ãå®çŸããããšãã§ããã§ãããã
ãŸãšã
æŸéæ¥çã«ããããªãã³ã·ã§ã³ã¯ãèŠèŽè ãšã®é·æçãªé¢ä¿æ§ãç¶æããç¶ç¶çãªèŠèŽç¿æ £ã圢æããããšãç®çãšããŠããŸããèŠèŽè ã®ããŒãºãè¡åãåæããé«å質ãªã³ã³ãã³ãã®æäŸãèœåçãªãšã³ã²ãŒãžã¡ã³ãã®ä¿é²ãããŒãœãã©ã€ãºãããã¢ãããŒããªã©ã®æœçãéããŠãèŠèŽè ãšã®çµã匷åããããšãéèŠã§ãããœãŒã·ã£ã«ã¡ãã£ã¢ã掻çšããã³ãã¥ããã£åœ¢æãäŒå¡ç¹å žããã°ã©ã ãªã©ããèŠèŽè ã®ãã€ã€ã«ãã£ãé«ããäžã§å¹æçã§ããæŸéäºæ¥è ããªãã³ã·ã§ã³æŠç¥ã«æ³šåããèŠèŽè ãšã®ä¿¡é Œé¢ä¿ãç¯ãããšã§ãå³ãã競äºç°å¢ã®äžã§ãæç¶çãªæé·ãå®çŸã§ããã§ãããã