é£åæ¥çã¯ãæ¶è²»è ããŒãºã®å€æ§åã競äºæ¿åã«çŽé¢ããŠãããããã«ããŠé¡§å®¢æºè¶³åºŠãé«ãããã€ã€ã«ãã£ãç²åŸããããéèŠãªèª²é¡ãšãªã£ãŠããŸããããã§æ³šç®ãããŠããã®ããããŒãœãã©ã€ãºã®ææ³ã§ããããŒãœãã©ã€ãºãšã¯ã顧客äžäººäžäººã®ç¹æ§ãè¡åå±¥æŽãåæããããããã«æé©åãããååããµãŒãã¹ãã³ã³ãã³ããæäŸããããšã§ã顧客äœéšã®åäžãå³ãåãçµã¿ã®ããšãæããŸããæ¬èšäºã§ã¯ãé£åæ¥çã«ãããããŒãœãã©ã€ãºã®éèŠæ§ãããå ·äœçãªææ³ã掻çšäºäŸãŸã§ã培åºçã«è§£èª¬ããŸããããŒã¿åæã AI æè¡ã掻çšããããŒãœãã©ã€ãºæŠç¥ããé£åæ¥çã®ç«¶äºå匷åãšæç¶çæé·ã®éµãšãªãã§ãããã
é£åæ¥çã«ãããããŒãœãã©ã€ãºã®éèŠæ§
é£åæ¥çã§ã¯ãæ¶è²»è ã®ããŒãºãå€æ§åãã競äºãæ¿åããäžã§ãããã«ããŠé¡§å®¢æºè¶³åºŠãé«ãããã€ã€ã«ãã£ãç²åŸããããéèŠãªèª²é¡ãšãªã£ãŠããŸããããã§æ³šç®ãããŠããã®ããããŒãœãã©ã€ãºã®ææ³ã§ããããŒãœãã©ã€ãºãšã¯ãåã ã®é¡§å®¢ã®ç¹æ§ãè¡åå±¥æŽãåæããããããã«æé©åããããµãŒãã¹ãã³ã³ãã³ããæäŸããããšã§ã顧客äœéšã®åäžãå³ãåãçµã¿ã®ããšãæããŸããé£åæ¥çã«ãããŠããããŒãœãã©ã€ãºã®å°å ¥ãæ¥åãšãªã£ãŠããŸãã
é£åæ¥çã®çŸç¶ãšèª²é¡
é£åæ¥çã¯ãæ¥ã ã®ç掻ã«æ¬ ãããªãååãæ±ãéèŠãªç£æ¥ã§ãããè¿å¹Žã§ã¯ä»¥äžã®ãããªèª²é¡ãæ±ããŠããŸãã
- æ¶è²»è ããŒãºã®å€æ§åãšé«åºŠå
- ååã©ã€ããµã€ã¯ã«ã®çæå
- äŸ¡æ Œç«¶äºã®æ¿å
- é£ã®å®å šã»å®å¿ãžã®é¢å¿ã®é«ãŸã
ãã®ãããªç¶æ³äžã§ãé£åã¡ãŒã«ãŒãå°å£²æ¥è ã¯ãæ¶è²»è äžäººäžäººã®ããŒãºãç確ã«æããæºè¶³åºŠã®é«ãååããµãŒãã¹ãæäŸããŠããããšãæ±ããããŠããŸããç»äžçãªãã¹ã»ããŒã±ãã£ã³ã°ã§ã¯ããã¯ã顧客ã®ãã€ã€ã«ãã£ãç²åŸããããšã¯å°é£ãšãªã£ãŠããã®ã§ãã
ããŒãœãã©ã€ãºãããããã¡ãªãã
é£åæ¥çã«ããŒãœãã©ã€ãºãå°å ¥ããããšã§ã以äžã®ãããªã¡ãªãããæåŸ ã§ããŸãã
- 顧客æºè¶³åºŠã®åäž
åã ã®é¡§å®¢ã«åãããæé©ãªååããµãŒãã¹ãæ å ±ãæäŸããããšã§ã顧客æºè¶³åºŠãé«ããããšãã§ããŸããããã«ããããªããŒãçã®åäžããã€ã€ã«ãã£ã®åŒ·åã«ã€ãªãããŸãã
- 販売æ©äŒã®æ¡å€§
顧客ã®è³Œè²·å±¥æŽãå±æ§ã«åºã¥ããŠãé©åãªã¿ã€ãã³ã°ã§é¢é£ååãã¬ã³ã¡ã³ãããããç¹å¥ãªããã¢ãŒã·ã§ã³ãå±éãããããããšã§ãã¯ãã¹ã»ã«ãã¢ããã»ã«ã®æ©äŒãå¢ããããšãã§ããŸãã
- ããŒã±ãã£ã³ã°å¹çã®æ¹å
ããŒãœãã©ã€ãºã«ãããå¹æã®é«ã顧客局ãç¹å®ããçãçµã£ãããŒã±ãã£ã³ã°æœçãå®æœããããšãå¯èœãšãªããŸããããã«ãããããŒã±ãã£ã³ã°ã³ã¹ããæé©åããæè³å¯Ÿå¹æãé«ããããšãã§ããã®ã§ãã
ããŒãœãã©ã€ãºå°å ¥ã®å¿ èŠæ§
é£åæ¥çã«ãããããŒãœãã©ã€ãºå°å ¥ã®å¿ èŠæ§ã¯ã以äžã®çç±ããéåžžã«é«ããšèšããŸãã
- æ¶è²»è
ã®å¥åº·å¿åã®é«ãŸã
è¿å¹Žãå¥åº·ã«å¯Ÿããé¢å¿ã®é«ãŸããããåã 人ã«åãããé£äºæ³ãæ é€ç®¡çãžã®ããŒãºãå¢ããŠããŸããããŒãœãã©ã€ãºã«ãã£ãŠãäžäººäžäººã®å¥åº·ç¶æ ãå奜ã«åãããååããµãŒãã¹ãææ¡ããããšãéèŠã§ãã
- eã³ããŒã¹ã®æ®å
ãããé販ã®å©çšè ãå¢å ããäžããªã³ã©ã€ã³äžã§ã®é¡§å®¢äœéšã®å·®å¥åãäžå¯æ¬ ã§ãããµã€ãäžã§ã®è¡åå±¥æŽãåæããããŒãœãã©ã€ãºãããã¬ã³ã¡ã³ããŒã·ã§ã³ãè¡ãããšã§ã顧客ã®ãšã³ã²ãŒãžã¡ã³ããé«ããããšãã§ããŸãã
- é£ã®ãã¬ãŒãµããªãã£ãžã®é¢å¿
é£åã®å®å šæ§ãå質ãžã®é¢å¿ãé«ãŸãäžãçç£å°ãåææã補é å·¥çšãªã©ã®æ å ±ãåã ã®é¡§å®¢ã«åãããŠæäŸããããšãæ±ããããŠããŸããããŒãœãã©ã€ãºãéããŠãéææ§ã®é«ãæ å ±é瀺ãå®çŸããããšãå¯èœãšãªããŸãã
以äžã®ããã«ãé£åæ¥çã«ãããŠããŒãœãã©ã€ãºã¯ã顧客æºè¶³åºŠã®åäžã販売æ©äŒã®æ¡å€§ãããŒã±ãã£ã³ã°å¹çã®æ¹åãªã©ãæ§ã ãªã¡ãªããããããããŸããå€æ§åããæ¶è²»è ããŒãºã«å¯Ÿå¿ãã競äºåãç¶æã»åŒ·åããŠããããã«ã¯ãããŒãœãã©ã€ãºã®å°å ¥ãäžå¯æ¬ ãªæŠç¥ãšãªã£ãŠããã®ã§ããä»åŸãé£åæ¥çã§ã¯ãããŒã¿åæã AI æè¡ã掻çšããããŒãœãã©ã€ãºããŸããŸãéèŠã«ãªã£ãŠããã§ãããã
ããŒãœãã©ã€ãºã®ææ³ãšå®è·µæ¹æ³
é£åæ¥çã§ããŒãœãã©ã€ãºãå®è·µããã«ã¯ã顧客ããŒã¿ã®åéã»åæããå§ãŸããã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°ããããŠããŒãœãã©ã€ãºãã»ã³ãã¥ãã±ãŒã·ã§ã³ã®èšèšãŸã§ãäžé£ã®ããã»ã¹ãçå®ã«é²ããŠããå¿ èŠããããŸããããã§ã¯ãããããã®æ®µéã§éèŠãšãªããã€ã³ãã解説ããŸãã
顧客ããŒã¿ã®åéãšåæ
ããŒãœãã©ã€ãºã®åºç€ãšãªãã®ãã顧客ããŒã¿ã®åéãšåæã§ããé£åæ¥çã§ã¯ã以äžã®ãããªããŒã¿ã掻çšããããšãæå¹ã§ãã
- 賌買履æŽããŒã¿ïŒååã®çš®é¡ãäŸ¡æ Œãæ°éãé »åºŠãªã©ïŒ
- 顧客å±æ§ããŒã¿ïŒå¹Žéœ¢ãæ§å¥ãå± äœå°ã家ææ§æãªã©ïŒ
- è¡åå±¥æŽããŒã¿ïŒãŠã§ããµã€ãã§ã®é²èŠ§å±¥æŽãã¢ããªã®å©çšç¶æ³ãªã©ïŒ
- 顧客ã®å£°ããŒã¿ïŒåãåããå 容ãã¬ãã¥ãŒãã¢ã³ã±ãŒãçµæãªã©ïŒ
ãããã®ããŒã¿ãçµ±åããåæããããšã§ã顧客ã®å奜ãè¡åãã¿ãŒã³ãããŒãºãªã©ã詳现ã«ææ¡ããããšãå¯èœãšãªããŸããããŒã¿åæã«ã¯ãçµ±èšçææ³ãAIã掻çšããããšã§ãããé«åºŠãªç¥èŠãåŸãããšãã§ããŸãã
ã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°
åéããããŒã¿ãåºã«ã顧客ãã»ã°ã¡ã³ãåããã¿ãŒã²ãããçµã蟌ãããšã次ã®ã¹ããããšãªããŸããã»ã°ã¡ã³ããŒã·ã§ã³ã®åãå£ãšããŠã¯ã以äžã®ãããªãã®ãèããããŸãã
- ã©ã€ãã¹ããŒãžå¥ïŒå身è ããã¡ããªãŒãã·ãã¢ãªã©ïŒ
- å¥åº·æèå¥ïŒå¥åº·å¿åãçŸå®¹éèŠãã¢ã¬ã«ã®ãŒå¯Ÿå¿ãªã©ïŒ
- 賌買è¡åå¥ïŒãã©ã³ããã€ã€ãªãã£ãäŸ¡æ Œæ床ããã£ãã«éžå¥œãªã©ïŒ
ã»ã°ã¡ã³ãããšã«ããã«ãœãïŒä»®æ³é¡§å®¢åïŒãèšå®ããå ·äœçãªã¿ãŒã²ããåãæ確ã«ããããšãéèŠã§ããã¿ãŒã²ãã£ã³ã°ã®ç²ŸåºŠãé«ããããšã§ãããããŒãœãã©ã€ãºãããæœçãå±éããããšãå¯èœãšãªããŸãã
ããŒãœãã©ã€ãºãã»ã³ãã¥ãã±ãŒã·ã§ã³ã®èšèš
ã»ã°ã¡ã³ããšã¿ãŒã²ãããæ確ã«ãªã£ãããããããããŒãœãã©ã€ãºãã»ã³ãã¥ãã±ãŒã·ã§ã³ã®èšèšã«å ¥ããŸããé£åæ¥çã§ã¯ã以äžã®ãããªæœçãæå¹ã§ãã
- ã¬ã³ã¡ã³ããŒã·ã§ã³
顧客ã®è³Œè²·å±¥æŽãå奜ã«åºã¥ããŠãæé©ãªååãæšå¥šããŸããé¢é£ååãé¡äŒŒååã®ã¬ã³ã¡ã³ãããªããŒãè³Œå ¥ã®ä¿é²ãªã©ãçãã§ãã
- ããŒãœãã©ã€ãºãã»ã¯ãŒãã³
顧客ã®ã»ã°ã¡ã³ããè¡åã«å¿ããŠãæé©ãªã¯ãŒãã³ãé ä¿¡ããŸããååè³Œå ¥è åãã®å²åŒããç¹å®ã«ããŽãªãŒã®è³Œå ¥ä¿é²ãªã©ãç®çãšãªããŸãã
- ã«ã¹ã¿ãã€ãºã»ãµãŒãã¹
顧客ã®å¥åº·ç¶æ ãå奜ã«åãããŠãã«ã¹ã¿ãã€ãºãããååããµãŒãã¹ãæäŸããŸããããŒãœãã©ã€ãºãããæ é€ã¢ããã€ã¹ãããªãŒããŒã¡ã€ãã®ååææ¡ãªã©ã該åœããŸãã
- One to Oneã¡ãŒã«ããŒã±ãã£ã³ã°
顧客äžäººäžäººã«åãããã¡ãŒã«ãã¬ãžã³ãé ä¿¡ãããšã³ã²ãŒãžã¡ã³ããé«ããŸãã賌買履æŽã«åºã¥ãååã¬ã³ã¡ã³ãããç¹å¥æã®ããããã¢ãŒã·ã§ã³æ å ±ãªã©ãçã蟌ãããšãå¹æçã§ãã
ããŒãœãã©ã€ãºãã»ã³ãã¥ãã±ãŒã·ã§ã³ãèšèšããéã¯ã顧客äœéšã®äžè²«æ§ã«çæããããšã倧åã§ãããã£ãã«ã暪æããŠã顧客ã«ãšã£ãŠæé©ãªã¿ãããã€ã³ãã§ãäžè²«ããã¡ãã»ãŒãžãå±ããããšãæ±ããããŸãããŸãããã©ã€ãã·ãŒãžã®é æ ®ãã顧客ã®åæã®ååŸãªã©ãã³ã³ãã©ã€ã¢ã³ã¹ã®èŠ³ç¹ãå¿ããŠã¯ãªããŸããã
以äžã®ããã«ãé£åæ¥çã§ããŒãœãã©ã€ãºãå®è·µããã«ã¯ãããŒã¿åéã»åæãã»ã°ã¡ã³ããŒã·ã§ã³ãã³ãã¥ãã±ãŒã·ã§ã³èšèšãŸã§ãäœç³»çãªã¢ãããŒããäžå¯æ¬ ã§ããäžæäžå€ã§ã¯ææã¯åºããŸãããã顧客ç解ã«åºã¥ãäžå¯§ãªæœçãç©ã¿éããããšã§ãé·æçãªé¡§å®¢ãã€ã€ã«ãã£ã®åäžã«ã€ãªããããšãã§ããã§ããããé£åæ¥çã®äŒæ¥ã«ã¯ãããŒãœãã©ã€ãºã®æ¬æ Œçãªå°å ¥ãšãPDCAãµã€ã¯ã«ãåãç¶ç¶çãªåãçµã¿ãæåŸ ãããŸãã
顧客ã®èŠæ±ãç確ã«ç解ããäžäººäžäººã®ããŒãºã«åãããååã»ãµãŒãã¹ã»æ å ±ãæé©ãªãã£ãã«ã§æäŸããããããªããŒãœãã©ã€ãºã®å®çŸããããé£åæ¥çã競äºåãé«ããæç¶çãªæé·ãå®çŸããããã®éµãšãªãã®ã§ãã
é£åæ¥çã«ãããããŒãœãã©ã€ãºã®æŽ»çšé å
é£åæ¥çã§ã¯ãããŒãœãã©ã€ãºã®ææ³ã掻çšããããšã§ã顧客æºè¶³åºŠã®åäžã売äžæ¡å€§ãªã©ãæ§ã ãªã¡ãªãããåŸãããšãã§ããŸããããã§ã¯ãé£åæ¥çã«ãããããŒãœãã©ã€ãºã®äž»èŠãªæŽ»çšé åã«ã€ããŠè§£èª¬ããŸãã
ååã¬ã³ã¡ã³ããŒã·ã§ã³
ããŒãœãã©ã€ãºã®ä»£è¡šçãªæŽ»çšäŸããååã¬ã³ã¡ã³ããŒã·ã§ã³ã§ãã顧客ã®è³Œè²·å±¥æŽãå奜æ å ±ãåæããäžäººäžäººã«æé©ãªååãæšå¥šããããšã§ã賌買æ欲ãé«ãã売äžæ¡å€§ã«ã€ãªããããšãã§ããŸããäŸãã°ãéå»ã®è³Œå ¥ååãšçžæ§ã®è¯ãååãããããããããé²èŠ§å±¥æŽããèå³ã®ãããããªååãæ瀺ããããããªã©ãæ§ã ãªã¢ãããŒããå¯èœã§ãã
ãŸããå£ç¯ãæé垯ã倩åãªã©ãç¶æ³ã«å¿ããã¬ã³ã¡ã³ããŒã·ã§ã³ãå¹æçã§ããæãæ¥ã«ã¯ã¢ã€ã¹ã¯ãªãŒã ããå¯ãæ¥ã«ã¯ãããããªã³ã¯ãæšå¥šãããªã©ãã¿ã€ã ãªãŒãªææ¡ã顧客ã®è³Œè²·è¡åãåŸæŒãããŸããAIã掻çšããããšã§ãããé«åºŠã§é©åãªã¬ã³ã¡ã³ããŒã·ã§ã³ãå®çŸã§ããã§ãããã
ããŒãœãã©ã€ãºãã»ããã¢ãŒã·ã§ã³
ã»ã°ã¡ã³ããŒã·ã§ã³ã«åºã¥ããŠã顧客äžäººäžäººã«æé©åãããããã¢ãŒã·ã§ã³ãå±éããããšããããŒãœãã©ã€ãºã®éèŠãªæŽ»çšé åã§ãã顧客ã®å±æ§ãè¡åå±¥æŽãåæããé¢å¿ã®é«ãååã«ããŽãªãŒãäŸ¡æ Œåž¯ã«åãããã¯ãŒãã³ãå²åŒãæäŸããããšã§ã賌買æ欲ãåèµ·ãã売äžæ¡å€§ãå³ãããšãã§ããŸãã
äŸãã°ãå¥åº·å¿åã®é«ã顧客ã«ã¯ããªãŒã¬ããã¯é£åã®ãã£ã³ããŒã³ãæ¡å ããäŸ¡æ Œã«ææãªé¡§å®¢ã«ã¯ããè²·ãåŸåã®æ å ±ãé ä¿¡ãããªã©ãã¿ãŒã²ãããçµã£ãã¢ãããŒããæå¹ã§ãããŸããèªçæ¥ãèšå¿µæ¥ãªã©ã顧客ã«ãšã£ãŠç¹å¥ãªæ¥ã«åãããããã¢ãŒã·ã§ã³ã奜æ床ã¢ããã«ã€ãªãããŸãã
ã«ã¹ã¿ããŒãžã£ãŒããŒã®æé©å
ããŒãœãã©ã€ãºã¯ã顧客ãšã®é·æçãªé¢ä¿æ§ç¯ã«ãããŠãéèŠãªåœ¹å²ãæãããŸãã顧客ã®è¡åå±¥æŽãå奜ãåæããåã ã®ã«ã¹ã¿ããŒãžã£ãŒããŒã«åãããæ å ±ããµãŒãã¹ãæäŸããããšã§ã顧客ãšã³ã²ãŒãžã¡ã³ããé«ãããã€ã€ã«ãã£ã®åäžã«ã€ãªããããšãã§ããŸãã
äŸãã°ãååè³Œå ¥è ã«ã¯ããã©ã³ãã®é åãäŒãããŠã§ã«ã«ã ã¡ãŒã«ãéä»ãããªããŒã¿ãŒã«ã¯ãæ°ååã®æ¡å ããåŸãªæ å ±ãåªå çã«æäŸãããªã©ã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãæé©åããããšã倧åã§ãããŸãã賌買åŸã®ãã©ããŒã¢ããããäŒç 顧客ã®å掻æ§åãªã©ãæ§ã ãªã¿ãããã€ã³ãã§ããŒãœãã©ã€ãºãå®è·µããããšã§ã顧客ãšã®çµãæ·±ããããšãã§ããã§ãããã
以äžã®ããã«ãé£åæ¥çã§ã¯ãååã¬ã³ã¡ã³ããŒã·ã§ã³ãããŒãœãã©ã€ãºãã»ããã¢ãŒã·ã§ã³ãã«ã¹ã¿ããŒãžã£ãŒããŒã®æé©åãªã©ãæ§ã ãªé åã§ããŒãœãã©ã€ãºã掻çšãããŠããŸãã顧客ç解ã«åºã¥ããã现ããªã¢ãããŒãã«ããã顧客æºè¶³åºŠã®åäžã売äžæ¡å€§ããã€ã€ã«ãã£ã®åŒ·åãªã©ãå€å²ã«ãããã¡ãªãããåŸãããšãã§ããã®ã§ããä»åŸãããžã¿ã«æè¡ã®é²æ©ãšãšãã«ãããŒãœãã©ã€ãºã®éèŠæ§ã¯ãŸããŸãé«ãŸã£ãŠããã§ããããé£åæ¥çã®äŒæ¥ã«ã¯ãããŒãœãã©ã€ãºæŠç¥ã®æ·±åãšããããæ¯ããããŒã¿åºç€ã®æŽåãæ±ããããŸãã
ãŸãšã
é£åæ¥çã«ãããããŒãœãã©ã€ãºã®éèŠæ§ãé«ãŸã£ãŠããŸããæ¶è²»è ããŒãºã®å€æ§åã競äºæ¿åã«å¯Ÿå¿ãã顧客æºè¶³åºŠãé«ããããã«ã¯ãåã ã®é¡§å®¢ã«æé©åãããååããµãŒãã¹ãã³ã³ãã³ããæäŸããããšãäžå¯æ¬ ã§ããããŒãœãã©ã€ãºã®å®è·µã«ã¯ã顧客ããŒã¿ã®åéã»åæãã»ã°ã¡ã³ããŒã·ã§ã³ãã¿ãŒã²ãã£ã³ã°ãããŒãœãã©ã€ãºãã»ã³ãã¥ãã±ãŒã·ã§ã³ã®èšèšãªã©ãäžé£ã®ããã»ã¹ãçå®ã«é²ããŠããå¿ èŠããããŸããé£åæ¥çã§ã¯ãååã¬ã³ã¡ã³ããŒã·ã§ã³ãããŒãœãã©ã€ãºãã»ããã¢ãŒã·ã§ã³ãã«ã¹ã¿ããŒãžã£ãŒããŒã®æé©åãªã©ãæ§ã ãªé åã§ããŒãœãã©ã€ãºã掻çšãããŠããã顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžããã€ã€ã«ãã£ã®åŒ·åã«ã€ãªãã£ãŠããŸããä»åŸãããžã¿ã«æè¡ã®é²æ©ãšãšãã«ãããŒãœãã©ã€ãºã®éèŠæ§ã¯ãŸããŸãé«ãŸã£ãŠããã§ãããã