é»åèªç±åãé²ã¿ãé»åäŒç€Ÿéã®é¡§å®¢ç²åŸç«¶äºãæ¿åããäžã顧客ãšã®é·æçãªé¢ä¿æ§æ§ç¯ãéèŠã«ãªã£ãŠããŸããããã§æ³šç®ãããŠããã®ããäºåã«èš±å¯ãåŸã顧客ã«å¯ŸããŠã®ã¿ããŒã±ãã£ã³ã°æŽ»åãè¡ããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãã§ãããã®ææ³ã¯ãåŸæ¥ã®äžæ¹çãªåºåãšã¯ç°ãªãã顧客ã®èå³ã»é¢å¿ã«åãããããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ãå¯èœã«ããŸããé»åæ¥çç¹æã®èª²é¡ãå æãã顧客ãšã³ã²ãŒãžã¡ã³ããé«ããããã«ã¯ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®å°å ¥ãäžå¯æ¬ ãšãããã§ããããæ¬èšäºã§ã¯ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®åºæ¬æŠå¿µãããé»åæ¥çã«ããã掻çšäºäŸãå®è·µæ¹æ³ãŸã§ã培åºçã«è§£èª¬ããŸãã
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãšã¯
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®å®çŸ©ãšæŠèŠ
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ã顧客ãèŠèŸŒã¿å®¢ããäºåã«èš±å¯ãåŸãäžã§ããã®å¯Ÿè±¡è ã«åããŠããŒã±ãã£ã³ã°æŽ»åãè¡ãææ³ã§ããåŸæ¥ã®äžæ¹çãªåºåãããã¢ãŒã·ã§ã³ãšã¯ç°ãªãã顧客ãšã®ä¿¡é Œé¢ä¿ãæ§ç¯ããé·æçãªé¢ä¿æ§ãç¯ãããšãç®çãšããŠããŸãããã®ææ³ã§ã¯ã顧客ã®èå³é¢å¿ã«åãããããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ãéããŠã顧客ãšã³ã²ãŒãžã¡ã³ããé«ããããšãå¯èœã§ãã
å ·äœçã«ã¯ã以äžã®ãããªããã»ã¹ãçµãŠããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãå®æœãããŸãã
- 顧客ãèŠèŸŒã¿å®¢ãããæ å ±æäŸãããŒã±ãã£ã³ã°æŽ»åãžã®åæãåŸãïŒãªããã€ã³ïŒ
- åæãåŸã察象è ã«å¯ŸããŠãã¡ãŒã«ãã¬ãžã³ããã¥ãŒã¹ã¬ã¿ãŒãç¹å¥ãªãã¡ãŒãªã©ãæäŸ
- 察象è ã®åå¿ãè¡åãåæããããæé©åãããã³ãã¥ãã±ãŒã·ã§ã³ãç¶ç¶çã«å®æœ
ãã®ã¢ãããŒãã«ããã顧客ãšã®é¢ä¿æ§ã段éçã«æ·±åãããæçµçãªè³Œè²·è¡åããã©ã³ããã€ã€ã«ãã£ã®åäžã«ã€ãªããŠãããŸãã
åŸæ¥ã®ããŒã±ãã£ã³ã°ææ³ãšã®éã
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ãåŸæ¥ã®ãã¹åºåããã€ã¬ã¯ãã¡ãŒã«ãªã©ã®ææ³ãšã¯ä»¥äžã®ç¹ã§å€§ããç°ãªããŸãã
åŸæ¥ã®ããŒã±ãã£ã³ã°ææ³ | ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã° |
---|---|
äžæ¹çãªã¡ãã»ãŒãžçºä¿¡ | 顧客ãšã®åæ¹åã³ãã¥ãã±ãŒã·ã§ã³ |
çæçãªå£²äžéèŠ | é·æçãªé¢ä¿æ§æ§ç¯ãéèŠ |
倧éã®ãªãŒããè¿œæ± | ã¿ãŒã²ãã£ã³ã°ããã顧客ãžã®ã¢ãããŒã |
å²ã蟌ã¿åã®åºå | èš±å¯ãåŸãäžã§ã®ã³ãã¥ãã±ãŒã·ã§ã³ |
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã§ã¯ã顧客ã®èš±å¯ãåŸãããšã§ã顧客ã®ããŒãºã«åã£ãããããŒãœãã©ã€ãºãããã¢ãããŒããå¯èœãšãªããŸããããã«ããã顧客ãšã®ä¿¡é Œé¢ä¿ãç¯ããé·æçãªé¢ä¿æ§ãæ§ç¯ããããšãã§ããã®ã§ãã
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®éèŠæ§ãšå¹æ
çŸä»£ã®ããžã¿ã«ç€ŸäŒã«ãããŠãæ¶è²»è ã¯èšå€§ãªæ å ±ã«å²ãŸããŠãããèªåã«é¢é£æ§ã®äœãåºåãããã¢ãŒã·ã§ã³ã«ã¯ç¡é¢å¿ã«ãªããã¡ã§ãããã®ãããäŒæ¥ãããŒã±ãã£ã³ã°æŽ»åãè¡ãäžã§ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®éèŠæ§ã¯é«ãŸã£ãŠããŸãã以äžã¯ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãå°å ¥ããããšã«ããäž»ãªå¹æã§ãã
- é«ããšã³ã²ãŒãžã¡ã³ãïŒé¡§å®¢ã®èš±å¯ãåŸãäžã§ã®ã³ãã¥ãã±ãŒã·ã§ã³ã¯ã顧客ã®é¢å¿ãéèŠã«åèŽããŠãããããé«ããšã³ã²ãŒãžã¡ã³ããæåŸ ã§ããã
- ã³ã¹ãã®åæžïŒã¿ãŒã²ãã£ã³ã°ããã顧客ãžã®ã¢ãããŒãã«ãããç¡é§ãªã³ã¹ããåæžã§ããã
- é«ã賌買æ欲ïŒé¡§å®¢ãšã®ä¿¡é Œé¢ä¿ãæ§ç¯ãããããšã§ãé«ã賌買æ欲ãåŒãåºãããšãå¯èœã
- ãã©ã³ããã€ã€ã«ãã£ã®åäžïŒé·æçãªé¢ä¿æ§ãç¯ãããšã§ã顧客ã®ãã©ã³ããã€ã€ã«ãã£ãé«ããããšãã§ããã
- 顧客ããã®æçãªãã£ãŒãããã¯ïŒåæ¹åã®ã³ãã¥ãã±ãŒã·ã§ã³ã«ããã顧客ããã®æçãªãã£ãŒãããã¯ãåŸãããã
äŒæ¥ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãå°å ¥ããããšã§ãå¹æçãã€å¹ççãªããŒã±ãã£ã³ã°æŽ»åãå®çŸãã顧客ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ããããšãã§ããŸããä»åŸãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ãŸããŸãéèŠãªææ³ã«ãªããšèããããŸãã
é»åæ¥çã«ãããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®å¿ èŠæ§
é»åèªç±åãšé¡§å®¢ç²åŸç«¶äºã®æ¿å
è¿å¹Žãé»åæ¥çã§ã¯èªç±åãé²ã¿ãå€ãã®æ°èŠåå ¥äŒæ¥ãåžå Žã«åå ¥ããŠããŸãããããã«ãããé»åäŒç€Ÿéã®é¡§å®¢ç²åŸç«¶äºãæ¿åããŠãããå瀟ã¯å·®å¥åãå³ãããã«ããŸããŸãªæœçãè¬ããŠããŸããããããåã«äŸ¡æ Œç«¶äºã«çµå§ããã®ã§ã¯ãªãã顧客ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ãã顧客ã®ãã€ã€ã«ãã£ãé«ããããšãéèŠã«ãªã£ãŠããŠããŸããããã§ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®èãæ¹ã泚ç®ãããŠããŸãã
顧客ããŒãºã®å€æ§åãšpersonalizationã®éèŠæ§
é»åèªç±åã«ããã顧客ã¯èªåã®ããŒãºã«åã£ãé»åäŒç€Ÿãéžæã§ããããã«ãªããŸããããŸããç°å¢æèã®é«ãŸãããã¹ããŒãããŒã ã®æ®åãªã©ã顧客ã®ããŒãºã¯ãŸããŸãå€æ§åããŠããŸãããã®ãããªç¶æ³äžã§ã顧客äžäººã²ãšãã®ããŒãºã«åãããpersonalizationãéèŠãšãªããŸããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ã顧客ã®èš±å¯ãåŸãäžã§ãåã ã®ããŒãºã«åã£ãã¢ãããŒããå¯èœã«ããææ³ã§ãã
é»åæ¥çç¹æã®èª²é¡ãšããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®åœ¹å²
é»åæ¥çã«ã¯ãä»ã®æ¥çãšã¯ç°ãªãç¹æã®èª²é¡ããããŸããäŸãã°ãé»åã¯å¿ éåã§ããããã顧客ãšã®æ¥ç¹ãéãããŠããŸãããŸããé»åäŒç€Ÿã®åãæ¿ãã«ã¯ãæç¶ãã®ç ©éããªã©ã®ããŒãã«ããããŸãããã®ãããªèª²é¡ãå æããããã«ã¯ã顧客ãšã®ç¶ç¶çãªã³ãã¥ãã±ãŒã·ã§ã³ãéããŠãä¿¡é Œé¢ä¿ãç¯ãããšãäžå¯æ¬ ã§ããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ã顧客ã®èš±å¯ãåŸãäžã§ãç¶ç¶çãªé¢ä¿æ§ãæ§ç¯ããããã®æå¹ãªæ段ãšãªããŸãã
é»åæ¥çã«ãããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®æŽ»çšäºäŸ
ã¡ãŒã«ãã¬ãžã³ã«ããæ å ±æäŸãšé¡§å®¢ãšã³ã²ãŒãžã¡ã³ãã®åäž
é»åäŒç€ŸãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã掻çšãã代衚çãªäºäŸããã¡ãŒã«ãã¬ãžã³ã®é ä¿¡ã§ãã顧客ã®èš±å¯ãåŸãäžã§ãé»åã®äœ¿çšç¶æ³ãçãšãã®ãã³ããæ°ãµãŒãã¹ã®æ¡å ãªã©ã®æ å ±ãå®æçã«æäŸããŸãããã®åãçµã¿ã«ããã顧客ãšã®æ¥ç¹ãå¢ããã顧客ãšã³ã²ãŒãžã¡ã³ããé«ããããšãã§ããŸãããŸããã¡ãŒã«ãã¬ãžã³ã®å 容ã顧客ã®ããŒãºã«åãããŠããŒãœãã©ã€ãºããããšã§ãããé«ãå¹æãæåŸ ã§ããŸãã
Web ãµã€ãã§ã®ããŒãœãã©ã€ãºãããã³ã³ãã³ãæäŸ
é»åäŒç€Ÿã®Webãµã€ãããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®æŽ»çšã«é©ããŠããŸãã顧客ãWebãµã€ãã«ãã°ã€ã³ããéã«ãå人æ å ±ã®æäŸã«åæãåŸãããšã§ãããŒãœãã©ã€ãºãããã³ã³ãã³ããæäŸããããšãã§ããŸããäŸãã°ã顧客ã®é»å䜿çšç¶æ³ã«åºã¥ããçãšãã¢ããã€ã¹ãã顧客ã®å±æ§ã«åãããæéãã©ã³ã®ææ¡ãªã©ãå¯èœã«ãªããŸããããã«ããã顧客äžäººã²ãšãã®ããŒãºã«åã£ããµãŒãã¹ãæäŸãã顧客æºè¶³åºŠãé«ããããšãã§ããŸãã
ã¹ããŒãã¡ãŒã¿ãŒããŒã¿ã掻çšããã¿ãŒã²ãã£ã³ã°
è¿å¹Žãã¹ããŒãã¡ãŒã¿ãŒã®æ®åã«ãããé»åäŒç€Ÿã¯è©³çŽ°ãªé»å䜿çšããŒã¿ãåéã§ããããã«ãªããŸããããã®ããŒã¿ã掻çšããããšã§ã顧客ã®é»å䜿çšãã¿ãŒã³ã«åºã¥ããã¿ãŒã²ãã£ã³ã°ãå¯èœã«ãªããŸããäŸãã°ãé»å䜿çšéãå€ã顧客ã«ã¯ãçãšãæ©åšã®ææ¡ãè¡ã£ãããåçå¯èœãšãã«ã®ãŒã«é¢å¿ãé«ã顧客ã«ã¯ãã°ãªãŒã³é»åãã©ã³ãææ¡ãããããããšãã§ããŸãããã ãããã®åãçµã¿ãè¡ãéã¯ã顧客ã®ãã©ã€ãã·ãŒã«é æ ®ããããŒã¿ã®åãæ±ãã«ã¯ååãªæ³šæãå¿ èŠã§ãã
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°å°å ¥ã«ãããçæç¹
é©åãªèš±å¯ååŸããã»ã¹ã®èšèš
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãå®æœããäžã§ãæãéèŠãªã®ãé©åãªèš±å¯ååŸããã»ã¹ã®èšèšã§ãã顧客ã«å¯ŸããŠãããŒã±ãã£ã³ã°æŽ»åã®ç®çãå 容ãæ確ã«èª¬æããåæãåŸãå¿ èŠããããŸãããŸããåæã®ååŸæ¹æ³ãã顧客ã«ãšã£ãŠåããããããç°¡åãªæç¶ãã§ããå¿ èŠããããŸããäžé©åãªèš±å¯ååŸããã»ã¹ã¯ã顧客ããã®ä¿¡é Œã倱ãåå ãšãªããããŸããã
顧客ããŒã¿ã®é©åãªç®¡çãšã»ãã¥ãªãã£å¯Ÿç
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã§ã¯ã顧客ã®å人æ å ±ãåãæ±ãããšã«ãªããŸãããããã£ãŠãããŒã¿ã®é©åãªç®¡çãšã»ãã¥ãªãã£å¯Ÿçãäžå¯æ¬ ã§ããå人æ å ±ã®åéãä¿ç®¡ãå©çšãå»æ£ã®ããã»ã¹ãæ確ã«å®ãã培åºããå¿ èŠããããŸãããŸããããŒã¿æŒæŽ©ãªã©ã®ã»ãã¥ãªãã£ã€ã³ã·ãã³ããé²ãããã®å¯Ÿçãè¬ããªããã°ãªããŸããã顧客ããŒã¿ã®åãæ±ãã«äžåãããã°ã顧客ããã®ä¿¡é Œã倧ããæãªãå¯èœæ§ããããŸãã
ããŒã±ãã£ã³ã°æŽ»åã® PDCAãµã€ã¯ã«ã®å®è·µ
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ãåã«èš±å¯ãåŸãã ãã§ã¯å¹æãçºæ®ããŸããã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãéããŠåŸãããæ å ±ã掻çšããããŒã±ãã£ã³ã°æŽ»åãç¶ç¶çã«æ¹åããŠããå¿ èŠããããŸãããã®ããã«ã¯ãPlanïŒèšç»ïŒãDoïŒå®è¡ïŒãCheckïŒè©äŸ¡ïŒãActïŒæ¹åïŒã®PDCAãµã€ã¯ã«ãå®è·µããããšãéèŠã§ãã顧客ã®åå¿ãåæããããå¹æçãªã¢ãããŒãæ¹æ³ã暡玢ããããšã§ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®ç䟡ãçºæ®ããããšãã§ããŸãã
ãŸãšã
é»åæ¥çã«ãããŠã¯ãèªç±åã«ãã競äºæ¿åã顧客ããŒãºã®å€æ§åãªã©ãããŸããŸãªèª²é¡ã«çŽé¢ããŠããŸãããã®ç¶æ³äžã§ã顧客ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ãã顧客ã®ãã€ã€ã«ãã£ãé«ããããšãéèŠã«ãªã£ãŠããŸããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ã顧客ã®èš±å¯ãåŸãäžã§ãåã ã®ããŒãºã«åã£ãã¢ãããŒããå¯èœã«ããæå¹ãªææ³ã§ããã¡ãŒã«ãã¬ãžã³ãWebãµã€ããã¹ããŒãã¡ãŒã¿ãŒããŒã¿ã®æŽ»çšãªã©ãããŸããŸãªæŽ»çšäºäŸãååšããŸãã
ãã ããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãå°å ¥ããéã¯ãé©åãªèš±å¯ååŸããã»ã¹ã®èšèšãã顧客ããŒã¿ã®é©åãªç®¡çãšã»ãã¥ãªãã£å¯ŸçãPDCAãµã€ã¯ã«ã®å®è·µãªã©ãããã€ãã®çæç¹ããããŸãããããã®ç¹ã«ååã«é æ ®ããªãããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã«åãçµãããšã§ãé»åäŒç€Ÿã¯é¡§å®¢ãšã®ä¿¡é Œé¢ä¿ãç¯ããæç¶çãªæé·ãå®çŸããããšãã§ããã§ãããã
é»åæ¥çãåãå·»ãç°å¢ã¯ãä»åŸãŸããŸãå€åããŠããããšãäºæ³ãããŸãããã®äžã§ãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã¯ã顧客ãšã®é¢ä¿æ§ã匷åããããã®éèŠãªæ段ãšãªããŸããé»åäŒç€Ÿã«ã¯ããã®ææ³ãæŠç¥çã«æŽ»çšãã顧客ã«éžã°ããäŒæ¥ãšãªãããšãæ±ããããŠããŸãã
é»åæ¥çã§ã®ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°å®è·µæ¹æ³
顧客ããŒã¿ã®åéãšåæååŸããã»ã¹
é»åæ¥çã§ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãå®è·µãã第äžæ©ã¯ã顧客ããŒã¿ã®é©åãªåéãšåæååŸããã»ã¹ã®ç¢ºç«ã§ãã顧客ãšã®ä¿¡é Œé¢ä¿æ§ç¯ã®ããã«ãããŒã¿åéã®ç®çãå©çšæ¹æ³ãæ確ã«èª¬æãããªããã€ã³ã®ä»çµã¿ãæŽããå¿ èŠããããŸããå ·äœçã«ã¯ãWebãµã€ããã¢ããªäžã§å人æ å ±ã®åãæ±ãã«é¢ããåæãã¿ã³ãèšçœ®ããããç³èŸŒæžãã¢ã³ã±ãŒãã«ãããŠåææ¬ãèšãããããããšãå¹æçã§ãããŸããããŒã¿ã®ç®¡çäœå¶ãã»ãã¥ãªãã£å¯Ÿçã«ã€ããŠãäžå¯§ã«èª¬æãã顧客ã®å®å¿æãé«ããããšãéèŠã§ãã
ã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°æŠç¥
åéãã顧客ããŒã¿ã掻çšããããŒã±ãã£ã³ã°æœçãæé©åããããã«ã¯ãã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°ãæ¬ ãããŸããã顧客ã®é»å䜿çšéãå¥çŽãã©ã³ãå± äœå°åãäžåž¯æ§æãªã©ã®å±æ§æ å ±ãåæããå ±éã®ç¹åŸŽãæã€ã°ã«ãŒãã«åé¡ããŸããããã«ãåã»ã°ã¡ã³ãã®ç¹æ§ãããŒãºã«åãããŠãæé©ãªã¢ãããŒãæ¹æ³ãã³ã³ãã³ããèšèšããããšã§ãããŒã±ãã£ã³ã°ã®å¹æãé«ããããšãã§ããŸããäŸãã°ãçãšãæèã®é«ãã»ã°ã¡ã³ãã«ã¯ãé»å䜿çšã®èŠããåãµãŒãã¹ãç¯é»ã¢ããã€ã¹ãæäŸããç°å¢ã«é æ ®ããäŒæ¥ã€ã¡ãŒãžã蚎æ±ãããªã©ã®æŠç¥ãèããããŸãã
ããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ã®èšèšãšå®è¡
ããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®å€§ããªåŒ·ã¿ã¯ã顧客äžäººã²ãšãã«åãããããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ãå¯èœãªç¹ã§ããã»ã°ã¡ã³ããŒã·ã§ã³ã®çµæãèžãŸããå顧客ã®å±æ§ãè¡åå±¥æŽã«åºã¥ããã¡ãã»ãŒãžããªãã¡ãŒãæäŸããããšã§ãé«ãé¢å¿ãšåå¿ãåŒãåºãããšãã§ããŸããå ·äœçãªæœçãšããŠã¯ãã¡ãŒã«ãã¬ãžã³ããã€ã¬ã¯ãã¡ãŒã«ã§ã®åå¥ã³ã³ãã³ãã®é ä¿¡ãWebãµã€ããã¢ããªäžã§ã®ã¬ã³ã¡ã³ããŒã·ã§ã³è¡šç€ºãã³ãŒã«ã»ã³ã¿ãŒã§ã®ãªãã¬ãŒã¿ãŒã«ããææ¡ãªã©ãæããããŸãã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãéããŠåŸãããåå¿ãè©äŸ¡ã¯ã次ã®ã¢ã¯ã·ã§ã³ã«æŽ»ããããšã§ãç¶ç¶çãªæ¹åãµã€ã¯ã«ãåããŠããããšãéèŠã§ãã
é»åæ¥çã«ãããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã®å®è·µã«ã¯ã顧客ããŒã¿ã®é©åãªåéãšæŽ»çšãã»ã°ã¡ã³ããŒã·ã§ã³ã«åºã¥ãã¿ãŒã²ãã£ã³ã°ãããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ã®èšèšãšå®è¡ãäžå¯æ¬ ã§ãããããã®åãçµã¿ãéããŠã顧客ãšã®é·æçãªä¿¡é Œé¢ä¿ãæ§ç¯ãããã€ã€ã«ãã£ã®é«ã顧客åºç€ã圢æããããšããé»åèªç±åæ代ãåã¡æãããã®éµãšãªãã§ããããåæã«ãå人æ å ±ä¿è·ãæ å ±ã»ãã¥ãªãã£ãžã®é æ ®ãæ ããã顧客ã®æš©å©ãå°éããªãããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãæšé²ããŠããããšãæ±ããããŸãã
ãŸãšã
é»åèªç±åã®é²å±ã«ãããé»åäŒç€Ÿéã®ç«¶äºãæ¿åããäžã顧客ãšã®é·æçãªé¢ä¿æ§æ§ç¯ãéèŠã«ãªã£ãŠããŸããããã§æ³šç®ãããŠããã®ããããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ã§ãããã®ææ³ã¯ã顧客ã®èš±å¯ãåŸãäžã§ãåã ã®ããŒãºã«åãããã¢ãããŒããå¯èœã«ããŸããã¡ãŒã«ãã¬ãžã³ãWebãµã€ããã¹ããŒãã¡ãŒã¿ãŒããŒã¿ã®æŽ»çšãªã©ãæ§ã ãªäºäŸãååšããŸãããã ããé©åãªèš±å¯ååŸããã»ã¹ã®èšèšãã顧客ããŒã¿ã®ç®¡çãPDCAãµã€ã¯ã«ã®å®è·µãªã©ãçæç¹ã«ãé æ ®ãå¿ èŠã§ããé»åäŒç€ŸãããŒããã·ã§ã³ã»ããŒã±ãã£ã³ã°ãæŠç¥çã«æŽ»çšããããšã§ã顧客ãšã®ä¿¡é Œé¢ä¿ãç¯ããæç¶çãªæé·ãå®çŸã§ããã§ãããã