èªç©ºæ¥çã«ããã競äºãæ¿åããäžãå·®å¥åãå³ãããã«ããŒãœãã©ã€ãºãžã®é¢å¿ãé«ãŸã£ãŠããŸããããŒãœãã©ã€ãºãšã¯ã顧客äžäººäžäººã®å±æ§ãè¡åå±¥æŽãªã©ãåæããæé©ãªãµãŒãã¹ãã³ã³ãã³ããæäŸããææ³ã®ããšã§ããèªç©ºäŒç€ŸãããŒãœãã©ã€ãºã«æ³šç®ããçç±ã¯ã顧客ããŒãºã®å€æ§åããã€ã€ã«ãã£ã®åäžãåçã®æ倧åãªã©ãæããããŸããæ¬èšäºã§ã¯ãèªç©ºæ¥çã«ãããããŒãœãã©ã€ãºã®éèŠæ§ãããå ·äœçãªæŠç¥ãæåã®ã«ã®ãŸã§ã培åºçã«è§£èª¬ããŸããããŒãœãã©ã€ãºãå¹æçã«å®è·µããããšã§ã顧客æºè¶³åºŠã®åäžãšåçæ¡å€§ãå®çŸãã競äºåã®ããå·®å¥åãå³ãããšãã§ããã§ãããã
èªç©ºæ¥çã«ãããããŒãœãã©ã€ãºã®å®çŸ©ãšéèŠæ§
ããŒãœãã©ã€ãºã®åºæ¬æŠå¿µãšå®çŸ©
ããŒãœãã©ã€ãºãšã¯ã顧客äžäººäžäººã®ç¹æ§ãå奜ãè¡åå±¥æŽãªã©ãåæããããã«åºã¥ããŠåå¥åããããµãŒãã¹ãã³ã³ãã³ããæäŸããããšãæããŸããç»äžçãªã¢ãããŒãã§ã¯ãªãã顧客ã®ããŒãºã«åãããŠã«ã¹ã¿ãã€ãºãããäœéšãæäŸããããšã§ã顧客æºè¶³åºŠã®åäžãåçã®å¢å ã«ã€ãªããããšãã§ããŸãã
å ·äœçã«ã¯ã顧客ã®å±æ§ïŒå¹Žéœ¢ãæ§å¥ãå± äœå°ãªã©ïŒãéå»ã®è³Œè²·å±¥æŽãé²èŠ§å±¥æŽãæ€çŽ¢å±¥æŽãšãã£ãããŒã¿ãåæãããã®é¡§å®¢ã«æé©ãªååããµãŒãã¹ãæ å ±ãæ瀺ããããšãããŒãœãã©ã€ãºã®åºæ¬çãªèãæ¹ã§ããããã«ããã顧客ã¯èªåã«åã£ããµãŒãã¹ãåããããäŒæ¥ã¯å¹æçãªããŒã±ãã£ã³ã°ãå®çŸã§ããŸãã
èªç©ºæ¥çã§ããŒãœãã©ã€ãºã泚ç®ãããçç±
èªç©ºæ¥çã§ã¯ã競äºãæ¿åããäžã§å·®å¥åãå³ãããã«ããŒãœãã©ã€ãºãžã®é¢å¿ãé«ãŸã£ãŠããŸãã以äžã®ãããªçç±ãããèªç©ºäŒç€Ÿã¯ããŒãœãã©ã€ãºã«æ³šç®ããŠããŸãã
- 顧客ããŒãºã®å€æ§å: æ è¡è ã®ç®çã奜ã¿ã¯å€å²ã«ããããããç»äžçãªãµãŒãã¹ã§ã¯æºè¶³åºŠãé«ããããšãé£ãããªã£ãŠããŸãã
- ãã€ã€ã«ãã£ã®åäž: ããŒãœãã©ã€ãºããããµãŒãã¹ãæäŸããããšã§ã顧客ãšã®çµãæ·±ãããªããŒãçãé«ããããšãã§ããŸãã
- åçã®æ倧å: 顧客äžäººäžäººã«æé©ãªååããµãŒãã¹ãææ¡ããããšã§ãã¯ãã¹ã»ã«ãã¢ããã»ã«ã®æ©äŒãå¢ãããåçã®æ¡å€§ã«ã€ãªããããŸãã
ãã®ããã«ãèªç©ºæ¥çã§ã¯ããŒãœãã©ã€ãºãéèŠãªæŠç¥ãšããŠäœçœ®ã¥ããããŠããã顧客æºè¶³åºŠãšåçã®äž¡é¢ã§å€§ããªå¹æãæåŸ ãããŠããŸãã
ããŒãœãã©ã€ãºã«ãã顧客æºè¶³åºŠåäžãšåçãžã®åœ±é¿
ããŒãœãã©ã€ãºãå°å ¥ããããšã§ã顧客æºè¶³åºŠã®åäžãšåçã®å¢å ãæåŸ ã§ããŸãã以äžã¯ãããŒãœãã©ã€ãºãããããå ·äœçãªã¡ãªããã§ãã
- 顧客äœéšã®åäž: åã ã®é¡§å®¢ã«åããããµãŒãã¹ãæäŸããããšã§ã顧客ã¯èªåã«åã£ãæ è¡äœéšãåŸãããæºè¶³åºŠãé«ãŸããŸãã
- ãã€ã€ã«ãã£ã®åŒ·å: ããŒãœãã©ã€ãºããããµãŒãã¹ãåãã顧客ã¯ããã©ã³ããžã®æçãæ·±ãããªããŒãçãäžãããŸãã
- ã¯ãã¹ã»ã«ã»ã¢ããã»ã«ã®ä¿é²: 顧客ã®ç¹æ§ã«åãããŠé¢é£ååããµãŒãã¹ãææ¡ããããšã§ãè¿œå ã®è³Œå ¥ãä¿é²ã§ããŸãã
- ããŒã±ãã£ã³ã°å¹çã®æ¹å: ã¿ãŒã²ãããçµã£ãããŒã±ãã£ã³ã°ãå¯èœã«ãªããããè²»çšå¯Ÿå¹æãé«ãŸããŸãã
å®éã«ãããŒãœãã©ã€ãºãå°å ¥ããèªç©ºäŒç€Ÿã§ã¯ã顧客æºè¶³åºŠã®åäžãåçã®å¢å ãšãã£ãææãå ±åãããŠããŸããããŒãœãã©ã€ãºã¯ãèªç©ºæ¥çã«ããã競äºåã®æºæ³ãšãªãéèŠãªæŠç¥ã§ãããä»åŸããã«æ³šç®ãéãŸãããšãäºæ³ãããŸãã
èªç©ºäŒç€Ÿãåãçµãã¹ãããŒãœãã©ã€ãºæŠç¥
èªç©ºæ¥çã§ã¯ãæ¿åãã競äºã«åã¡æãããã«ãããŒãœãã©ã€ãºæŠç¥ãéèŠãªåœ¹å²ãæãããŠããŸãã顧客äžäººäžäººã®ããŒãºãå奜ã«åããããµãŒãã¹ãæäŸããããšã§ã顧客æºè¶³åºŠã®åäžãšåçã®æ倧åãç®æãããšãã§ããŸããããã§ã¯ãèªç©ºäŒç€Ÿãåãçµãã¹ãããŒãœãã©ã€ãºæŠç¥ã«ã€ããŠè©³ãã解説ããŸãã
顧客ããŒã¿ã®åéãšåæã®æ¹æ³
ããŒãœãã©ã€ãºãå®çŸããããã«ã¯ããŸã顧客ããŒã¿ã®åéãšåæãäžå¯æ¬ ã§ããèªç©ºäŒç€Ÿã¯ãäºçŽã·ã¹ãã ãäŒå¡ããã°ã©ã ããŠã§ããµã€ãã®é²èŠ§å±¥æŽãªã©ãæ§ã ãªæ¥ç¹ãã顧客ããŒã¿ãåéããããšãã§ããŸãããããã®ããŒã¿ãçµ±åããåæããããšã§ã顧客ã®å±æ§ãè¡åãã¿ãŒã³ãå奜ãªã©ãææ¡ããããšãå¯èœã«ãªããŸãã
ããŒã¿åæã«ã¯ãæ©æ¢°åŠç¿ãAIã®æŽ»çšãæå¹ã§ãã倧éã®ããŒã¿ãã顧客ã®ç¹åŸŽãèªåçã«æœåºããã»ã°ã¡ã³ããŒã·ã§ã³ãã¯ã©ã¹ã¿ãªã³ã°ãè¡ãããšã§ãå¹ççã«ã¿ãŒã²ãããçµã蟌ãããšãã§ããŸãããŸãããªã¢ã«ã¿ã€ã ããŒã¿ã掻çšããããšã§ãã¿ã€ã ãªãŒãªããŒãœãã©ã€ãºãå®çŸã§ããŸãã
ããŒãœãã©ã€ãºãããã³ã³ãã³ãé ä¿¡ã®å®è·µ
åéãã顧客ããŒã¿ãåºã«ãäžäººäžäººã«æé©åãããã³ã³ãã³ããé ä¿¡ããããšãããŒãœãã©ã€ãºã®æ žå¿ã§ããèªç©ºäŒç€Ÿã§ã¯ã以äžã®ãããªæœçãèããããŸãã
- å人ã®å奜ã«åãããæ è¡å ãååã®ææ¡
- éå»ã®è³Œè²·å±¥æŽã«åºã¥ãã¯ãã¹ã»ã«ãã¢ããã»ã«ã®å®æœ
- 顧客ã®å±æ§ãè¡åã«å¿ããã¡ãŒã«ãã¬ãžã³ã®é ä¿¡
- ãŠã§ããµã€ããã¢ããªã§ã®ããŒãœãã©ã€ãºãããæ å ±è¡šç€º
ãããã®ã³ã³ãã³ãé ä¿¡ã§ã¯ã顧客ã®é¢å¿ãåŒããè¡åãä¿ããããªå·¥å€«ãå¿ èŠã§ããäŸãã°ãé åçãªç»åãã³ããŒã䜿çšããããéå®ãªãã¡ãŒãæ瀺ãããããããšã§ã顧客ã®ãšã³ã²ãŒãžã¡ã³ããé«ããããšãã§ããŸãããŸããé ä¿¡ããã¿ã€ãã³ã°ããã£ãã«ãéèŠã§ãã顧客ã®è¡åå±¥æŽããæé©ãªã¢ãããŒãæ¹æ³ãèŠæ¥µããŸãããã
ããŒãœãã©ã€ãºæœçã®å¹æ枬å®ãšæ¹å
ããŒãœãã©ã€ãºæŠç¥ãæåãããããã«ã¯ãæœçã®å¹æãç¶ç¶çã«æž¬å®ããæ¹åããŠããå¿ èŠããããŸããäž»èŠãªKPIãšããŠã¯ã以äžã®ãããªãã®ãæããããŸãã
- 顧客æºè¶³åºŠãNPSã®åäžç
- ã¯ãªãã¯çãã³ã³ããŒãžã§ã³çã®äžæ
- å¹³å泚æé¡ã顧客ç涯䟡å€ã®å¢å
- 解çŽçããã£ãŒã³çã®äœäž
ãããã®ææšãå®æçã«ã¢ãã¿ãªã³ã°ããæœçã®å¹æãæ€èšŒããŸãããããŠãåŸãããç¥èŠãåºã«ãããŒãœãã©ã€ãºã®ã¢ã«ãŽãªãºã ãã«ãŒã«ãç¶ç¶çã«æ¹è¯ããŠãããŸããA/Bãã¹ããªã©ã掻çšããŠãç°ãªãã¢ãããŒããæ¯èŒæ€èšããã®ãæå¹ã§ãããã顧客ã®ããŒãºãè¡åã¯åžžã«å€åãããããæè»ã«å¯Ÿå¿ã§ããäœå¶ãæŽããããšãèèŠã§ãã
以äžã®ããã«ãèªç©ºäŒç€ŸãããŒãœãã©ã€ãºæŠç¥ã«åãçµãããšã§ã顧客äžäººäžäººã«æé©åãããäœéšãæäŸããæºè¶³åºŠãšåçã®åäžãå®çŸããããšãã§ããŸããããŒã¿æŽ»çšãšæœçã®ç¶ç¶çãªæ¹åãéããŠã競äºåã®ããå·®å¥åãå³ã£ãŠãããŸãããã
èªç©ºæ¥çã®ããŒãœãã©ã€ãºæåã®ã«ã®
èªç©ºæ¥çã«ãããããŒãœãã©ã€ãºã®åãçµã¿ã¯ã顧客æºè¶³åºŠã®åäžãšåçæ¡å€§ã«å€§ããªå¹æããããããŸããããã§ã¯ãèªç©ºäŒç€ŸãããŒãœãã©ã€ãºãæåãããããã«æŒãããã¹ããã€ã³ãã3ã€çŽ¹ä»ããŸãã
顧客ç解ã«åºã¥ãããŒãœãã©ã€ãºã®èšèš
ããŒãœãã©ã€ãºã®ç¬¬äžæ©ã¯ã顧客ãæ·±ãç解ããããšã§ããèªç©ºäŒç€Ÿã¯ãäºçŽããŒã¿ãäŒå¡æ å ±ããŠã§ããµã€ãã§ã®è¡åå±¥æŽãªã©ãæ§ã ãªé¡§å®¢ããŒã¿ãåéã»åæããå¿ èŠããããŸãããã®é¡§å®¢ç解ã«åºã¥ããŠãäžäººäžäººã®ããŒãºãå奜ã«åããããµãŒãã¹ãã³ã³ãã³ããèšèšããããšãéèŠã§ãã
äŸãã°ãéå»ã®æ è¡å±¥æŽãã奜ã¿ã®ç®çå°ãå©çšã¯ã©ã¹ãæšæž¬ããããŒãœãã©ã€ãºãããããããæ å ±ãæäŸããããšãã§ããŸãããŸãã顧客ã®å±æ§ã«å¿ããŠããã¡ããªãŒåããããžãã¹åããªã©ãã¿ãŒã²ãããçµã£ãååææ¡ãæå¹ã§ãããã顧客ç解ãæ·±ãŸãã»ã©ããããã现ããªããŒãœãã©ã€ãºãå¯èœã«ãªããŸãã
ãã¯ãããžãŒã掻çšããããŒãœãã©ã€ãºã®èªåå
èšå€§ãªé¡§å®¢ããŒã¿ã掻çšããŠããŒãœãã©ã€ãºãå®çŸããã«ã¯ããã¯ãããžãŒã®åãäžå¯æ¬ ã§ããæ©æ¢°åŠç¿ãAIãå°å ¥ããããšã§ã顧客ã®è¡åãã¿ãŒã³ãå奜ãèªåçã«åæããæé©ãªã³ã³ãã³ããé ä¿¡ããããšãã§ããŸãã
ã¬ã³ã¡ã³ããŒã·ã§ã³ãšã³ãžã³ã䜿ãã°ã顧客ã®éå»ã®è³Œè²·å±¥æŽãé²èŠ§å±¥æŽãããèå³ãåŒããããªååããµãŒãã¹ãèªåçã«ææ¡ã§ããŸãããŸãããã£ããããããããŒãã£ã«ã¢ã·ã¹ã¿ã³ãã掻çšããŠã顧客ã®åãåããã«åå¥å¯Ÿå¿ããããšãå¯èœã§ãããã¯ãããžãŒãå¹æçã«å°å ¥ããããšã§ãããŒãœãã©ã€ãºã®ç²ŸåºŠãšå¹çãé«ããããšãã§ããã§ãããã
çµç¹å šäœã§ããŒãœãã©ã€ãºæœçã«åãçµãäœå¶ã¥ãã
ããŒãœãã©ã€ãºã®æåã«ã¯ãçµç¹å šäœã§ã®åãçµã¿ãæ¬ ãããŸãããããŒã±ãã£ã³ã°éšéã ãã§ãªããå¶æ¥ãã«ã¹ã¿ããŒãµããŒããITéšéãªã©ãæ§ã ãªéšçœ²ãé£æºããŠããŒãœãã©ã€ãºæœçãæšé²ããå¿ èŠããããŸãã
ãã®ããã«ã¯ããããã®ãªãŒããŒã·ããã®ããšãããŒãœãã©ã€ãºã®éèŠæ§ãçµç¹å šäœã§å ±æããäžäžžãšãªã£ãŠåãçµãäœå¶ãæŽããããšãéèŠã§ããåéšéã®åœ¹å²ãæ確ã«ããããŒã¿ãããŠããŠãå ±æããããã®ä»çµã¿ãäœããŸãããããŸããå®æçã«æœçã®å¹æã枬å®ã»è©äŸ¡ããæ¹åç¹ã話ãåãå Žãèšããããšã倧åã§ããçµç¹ãæããŠããŒãœãã©ã€ãºã«åãçµãããšã§ã倧ããªææãäžããããšãã§ããã¯ãã§ãã
顧客ç解ããã¯ãããžãŒæŽ»çšãçµç¹äœå¶ã®3ã€ã®èŠ³ç¹ãããããŒãœãã©ã€ãºæåã®ã«ã®ãæŒãããããšããèªç©ºæ¥çã§ã®å·®å¥åãšç«¶äºå匷åã«ã€ãªãããŸãã顧客äžäººäžäººã«æé©ãªäœéšãæäŸããé·æçãªé¢ä¿æ§ãç¯ããŠãããŸãããã
ãŸãšã
èªç©ºæ¥çã«ãããããŒãœãã©ã€ãºã¯ã顧客æºè¶³åºŠã®åäžãšåçæ¡å€§ã«å€§ããªå¹æããããããŸãã顧客ããŒã¿ã®åéã»åæã«åºã¥ããŠäžäººäžäººã®ããŒãºãå奜ã«åããããµãŒãã¹ãæäŸããããšãéèŠã§ããæ©æ¢°åŠç¿ãAIã掻çšããŠããŒãœãã©ã€ãºãèªååããå¹ççãªã³ã³ãã³ãé ä¿¡ãå®çŸããŸããããçµç¹å šäœã§ããŒãœãã©ã€ãºã®éèŠæ§ãå ±æããéšééã®é£æºã匷åããããšãæåã®ã«ã®ãšãªããŸãã顧客ç解ãæ·±ããæé©ãªäœéšãæäŸãç¶ããããšã§ãèªç©ºäŒç€Ÿã¯ç«¶äºåã®ããå·®å¥åãå³ãããšãã§ããã§ãããã