ç©æµæ¥çã§ã¯ã顧客ããŒãºã®å€æ§åãã³ã¹ã競äºã®æ¿åãªã©ã«ãããåŸæ¥ã®æ £ç¿ã«ãšããããªãæ°ããªæŠç¥ãæ±ããããŠããŸãããã®èª²é¡è§£æ±ºã®éµãšãªãã®ãã4Cåæã§ãã4Cåæãšã¯ãCustomerïŒé¡§å®¢ïŒãCostïŒã³ã¹ãïŒãConvenienceïŒå©äŸ¿æ§ïŒãCommunicationïŒã³ãã¥ãã±ãŒã·ã§ã³ïŒã®4ã€ã®èŠç¹ãããèªç€Ÿã®ç«¶äºåãè©äŸ¡ã»åŒ·åããããã®æŠç¥çãªåæææ³ã§ããæ¬èšäºã§ã¯ãç©æµæ¥çã«ç¹åãã4Cåæã®æŠèŠãšéèŠæ§ã解説ããäžã§ãåèŠç¹ã«ãããå ·äœçãªåææ¹æ³ãæŠç¥ç«æ¡ã®ãã€ã³ãã詳ãã玹ä»ããŸãã4Cåæãå¹æçã«æŽ»çšããããšã§ã顧客æºè¶³åºŠãšã³ã¹ã競äºåãé«ããç©æµæ¥çã§åã¡æ®ãããã®ãã³ããåŸãããã§ãããã
ç©æµæ¥ã«ããã4Cåæãšã¯
ç©æµæ¥ã«ããã4Cåæãšã¯ãç©æµäºæ¥è ãèªç€Ÿã®ç«¶äºåãé«ããããã«è¡ãæŠç¥çãªåæææ³ã§ãã4Cãšã¯ãCustomerïŒé¡§å®¢ïŒãCostïŒã³ã¹ãïŒãConvenienceïŒå©äŸ¿æ§ïŒãCommunicationïŒã³ãã¥ãã±ãŒã·ã§ã³ïŒã®é æåãåã£ããã®ã§ããããããã®èŠçŽ ãåæããããšã§ãç©æµæ¥çã«ãããèªç€Ÿã®åŒ·ã¿ãšåŒ±ã¿ãææ¡ããå¹æçãªæŠç¥ãç«æ¡ããããšãã§ããŸãã
4Cåæã®æŠèŠãšç©æµæ¥ãžã®é©çš
4Cåæã¯ã以äžã®4ã€ã®èŠçŽ ãåæããããšã§ãäŒæ¥ã®ç«¶äºåãè©äŸ¡ããŸãã
- CustomerïŒé¡§å®¢ïŒïŒé¡§å®¢ã®ããŒãºãæºè¶³åºŠãåæããã©ã®ããã«ããŠé¡§å®¢äŸ¡å€ãæäŸã§ããããèããã
- CostïŒã³ã¹ãïŒïŒç©æµæ¥åã«ãããã³ã¹ãæ§é ãåæããå¹çåãæé©åã«ãã£ãŠã³ã¹ãåæžãå³ãã
- ConvenienceïŒå©äŸ¿æ§ïŒïŒé¡§å®¢ã«ãšã£ãŠã®å©äŸ¿æ§ãé«ããããã«ããµãŒãã¹ã®è³ªã察å¿åãåäžãããã
- CommunicationïŒã³ãã¥ãã±ãŒã·ã§ã³ïŒïŒé¡§å®¢ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã匷åããä¿¡é Œé¢ä¿ãæ§ç¯ããããšã§ãé·æçãªååŒé¢ä¿ãç¶æããã
ç©æµæ¥çã§ã¯ããããã®èŠçŽ ãé©åã«åæãããã©ã³ã¹ã®ãšããæŠç¥ãç«æ¡ããããšãéèŠã§ããäŸãã°ãã³ã¹ãåæžãéèŠããããŸãããµãŒãã¹ã®è³ªãäœäžããŠããŸã£ãŠã¯ã顧客æºè¶³åºŠãäžãããé·æçãªç«¶äºåã倱ã£ãŠããŸããŸããäžæ¹ã§ã顧客æºè¶³åºŠãé«ããããã«éå°ãªãµãŒãã¹ãæäŸãããšãã³ã¹ãå¢å ã«ã€ãªãããåçæ§ãæªåããå¯èœæ§ããããŸãããããã£ãŠã4CåæãéããŠãèªç€Ÿã®åŒ·ã¿ã掻ããã€ã€ã匱ç¹ãè£åŒ·ãããããªæŠç¥ãç«æ¡ããããšãæ±ããããŸãã
ç©æµæ¥ã®ç¹æ§ãš4Cåæã®éèŠæ§
ç©æµæ¥ã¯ãä»ã®ç£æ¥ãšæ¯èŒããŠä»¥äžã®ãããªç¹æ§ãæã£ãŠããŸãã
ç¹æ§ | 説æ |
---|---|
顧客ããŒãºã®å€æ§æ§ | æ±ãåæã顧客æ¥çã«ãã£ãŠãæ±ãããããµãŒãã¹ãå質ã倧ããç°ãªãã |
ã³ã¹ãæ§é ã®è€éæ§ | å庫管çã茞éãè·åœ¹ãªã©ãå€å²ã«ãããæ¥åãååšããã³ã¹ã管çãé£ããã |
ãµãŒãã¹å質ã®éèŠæ§ | çŽæã®éµå®ã貚ç©ã®å®å šæ§ãªã©ããµãŒãã¹å質ã顧客æºè¶³åºŠã«çŽçµããã |
æ å ±å ±æã®å¿ èŠæ§ | è€æ°ã®é¢ä¿è ãé¢äžãããããåæ»ãªæ å ±å ±æãšé£æºãæ±ããããã |
ãããã®ç¹æ§ãèžãŸãããšãç©æµæ¥çã§ã¯4CåæãããéèŠãªæå³ãæã¡ãŸãã顧客ããŒãºãç確ã«æããããã«å¿ãããµãŒãã¹ãæäŸããªãããã³ã¹ã管çã培åºããããšãæ±ããããŸãããŸãããµãŒãã¹å質ã®ç¶æã»åäžãšãé¢ä¿è éã®åæ»ãªã³ãã¥ãã±ãŒã·ã§ã³ãæ¬ ãããŸããã4Cåæã掻çšããããšã§ããããã®èª²é¡ã«å¯Ÿããå ·äœçãªæœçãç«æ¡ããå®è¡ããããšãã§ããã®ã§ãã
4Cåæã掻çšããç©æµæŠç¥ã®ç«æ¡
4Cåæã®çµæãèžãŸããŠãç©æµæ¥è ãåãã¹ãæŠç¥ã«ã¯ä»¥äžã®ãããªãã®ããããŸãã
- 顧客ã»ã°ã¡ã³ããŒã·ã§ã³ãšå°éåïŒé¡§å®¢ããŒãºã«å¿ããŠãåŸæãšããæ¥çãåæã«ç¹åãããµãŒãã¹ãæäŸããã
- ã³ã¹ãæ§é ã®èŠçŽããšå¹çåïŒæ¥åããã»ã¹ã®æšæºåãèªååã«ãããã³ã¹ãåæžãå³ãã
- ãµãŒãã¹å質ã®å·®å¥åïŒç¬èªã®ä»å 䟡å€ãµãŒãã¹ãéçºãã競åä»ç€Ÿãšã®å·®å¥åãå³ãã
- æ å ±ã·ã¹ãã ã®åŒ·åïŒITã掻çšããæ å ±å ±æåºç€ãæŽåããé¢ä¿è éã®é£æºãåæ»åããã
ãããã®æŠç¥ãå®è¡ããããã«ã¯ã瀟å ã®æ§ã ãªéšéãé£æºããäžäžžãšãªã£ãŠåãçµãå¿ èŠããããŸãããŸããå€éšããŒãããŒãšã®ååé¢ä¿ãéèŠã§ãã4Cåæãèµ·ç¹ãšããŠãèªç€Ÿã®åŒ·ã¿ã掻ãããæŠç¥ãç«æ¡ã»å®è¡ããããšã§ãç©æµæ¥è ã¯ç«¶äºåãé«ããæç¶çãªæé·ãå®çŸããããšãã§ããã§ãããã
以äžããç©æµæ¥ã«ããã4Cåæã®æŠèŠãšéèŠæ§ãããã³4Cåæã掻çšããç©æµæŠç¥ã®ç«æ¡ã«ã€ããŠã®èª¬æã§ããç©æµæ¥çã§æåããããã«ã¯ã4Cåæãå¹æçã«æŽ»çšãã顧客䟡å€ã®æäŸãšã³ã¹ã管çããµãŒãã¹å質ã®åäžãé¢ä¿è éã®é£æºåŒ·åã«åãçµãããšãæ±ããããŸãã4Cåæã¯ããã®ããã®åŒ·åãªããŒã«ãšãªãã§ãããã
ç©æµæ¥ã®4Cåæ: CustomerïŒé¡§å®¢ïŒã®èŠç¹
ç©æµæ¥ã«ããã4Cåæã®ãã¡ãæãéèŠãªèŠçŽ ã®äžã€ãCustomerïŒé¡§å®¢ïŒã®èŠç¹ã§ãã顧客ã®ããŒãºãç確ã«ææ¡ããããã«å¿ãããµãŒãã¹ãæäŸããããšããç©æµäºæ¥è ã®ç«¶äºåã®æºæ³ãšãªããŸããããã§ã¯ã顧客èŠç¹ã§ã®åææ¹æ³ãšãããã掻çšããç©æµæŠç¥ã«ã€ããŠè§£èª¬ããŸãã
顧客ããŒãºã®ææ¡ãšåææ¹æ³
顧客ããŒãºãææ¡ããããã«ã¯ã以äžã®ãããªææ³ãæå¹ã§ãã
- 顧客ã¢ã³ã±ãŒãã®å®æœïŒå®æçã«é¡§å®¢æºè¶³åºŠèª¿æ»ãè¡ããããŒãºã課é¡ãåéããã
- å¶æ¥æ åœè ããã®ãã£ãŒãããã¯ïŒæ¥ã ã®å¶æ¥æŽ»åãéããŠåŸããã顧客ã®å£°ãéçŽããã
- åžå Žèª¿æ»ã®æŽ»çšïŒæ¥çååã競åä»ç€Ÿã®ååãåæããæœåšçãªããŒãºãæ¢ãã
- ããŒã¿åæã®å®æœïŒå泚ããŒã¿ãé éå®çžŸããŒã¿ãåæãã顧客ã®è¡åãã¿ãŒã³ãææ¡ããã
ãããã®ææ³ãéããŠåéããæ å ±ãç·åçã«åæããããšã§ã顧客ããŒãºã®å šäœåãæããã«ããããšãã§ããŸãããŸããæ¥çãåæããšã®ç¹æ§ãèæ ®ã«å ¥ããå¿ èŠããããŸãã
顧客ã»ã°ã¡ã³ããŒã·ã§ã³ãšç©æµãµãŒãã¹ã®æé©å
顧客ããŒãºã®åæçµæãèžãŸããŠã次ã®ã¹ãããã¯é¡§å®¢ã»ã°ã¡ã³ããŒã·ã§ã³ã§ãã顧客ãç¹æ§ãèŠæ±ã«å¿ããŠåé¡ããããããã®ã»ã°ã¡ã³ãã«é©ãããµãŒãã¹ãæäŸããããšãéèŠã§ããäŸãã°ã以äžã®ãããªåºæºã§ã»ã°ã¡ã³ããŒã·ã§ã³ãè¡ãããšãã§ããŸãã
ã»ã°ã¡ã³ããŒã·ã§ã³ã®åºæº | 説æ |
---|---|
æ¥çš®ã»æ¥æ | 補é æ¥ãå°å£²æ¥ãåžå£²æ¥ãªã©ã顧客ã®æ¥çš®ãæ¥æ ã«å¿ããŠãµãŒãã¹ãæé©åããã |
è·ç©ã®ç¹æ§ | å±éºç©ã枩床管çåã倧å貚ç©ãªã©ãè·ç©ã®ç¹æ§ã«å¿ããå°éãµãŒãã¹ãæäŸããã |
çŽæã®èŠæ±æ°Žæº | åœæ¥é éãæéæå®é éãªã©ãçŽæã«é¢ããèŠæ±æ°Žæºã«å¿ãããµãŒãã¹ãæäŸããã |
é éãšãªã¢ | éœåžéšãå°æ¹ãæµ·å€ãªã©ãé éãšãªã¢ããšã«æé©ãªç©æµãããã¯ãŒã¯ãæ§ç¯ããã |
ã»ã°ã¡ã³ãããšã«æé©ãªãµãŒãã¹ãèšèšããæäŸããããšã§ã顧客æºè¶³åºŠã®åäžãšç«¶äºåã®åŒ·åãå³ãããšãã§ããŸãããŸããã»ã°ã¡ã³ãããšã®åçæ§ãèæ ®ããçµå¶è³æºã®é©åãªé åãè¡ãããšãéèŠã§ãã
顧客æºè¶³åºŠã®åäžã«ã€ãªããç©æµå質ã®ç®¡ç
顧客æºè¶³åºŠãé«ããããã«ã¯ãç©æµå質ã®ç®¡çãæ¬ ãããŸãããå ·äœçã«ã¯ã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- çŽæéµå®çã®åäžïŒé éã¹ã±ãžã¥ãŒã«ã®æé©åãåšåº«ç®¡çã®é«åºŠåã«ãããçŽæéµå®çãé«ããã
- 貚ç©ã®å®å šæ§ç¢ºä¿ïŒèŒžéäžã®äºæ é²æ¢ãè·æ±ãã®æ¹åã«ããã貚ç©ã®å®å šæ§ã確ä¿ããã
- ãã©ãã«å¯Ÿå¿ã®è¿ éåïŒåé¡çºçæã®è¿ éãªåå 究æãšå¯Ÿå¿ã«ããã顧客ã®ä¿¡é Œãç¶æããã
- å質管çäœå¶ã®åŒ·åïŒå質ãããžã¡ã³ãã·ã¹ãã ã®å°å ¥ãåŸæ¥å¡æè²ã«ãããå質管çäœå¶ã匷åããã
ãããã®åãçµã¿ãéããŠãç©æµå質ãåäžãããããšã§ã顧客æºè¶³åºŠã®åäžã«ã€ãªããããšãã§ããŸãããŸããå質管çã®åãçµã¿ã顧客ã«ç©æ¥µçã«ã¢ããŒã«ããããšã§ã競åä»ç€Ÿãšã®å·®å¥åãå³ãããšãå¯èœã§ãã
以äžãç©æµæ¥ã«ãããCustomerïŒé¡§å®¢ïŒã®èŠç¹ã§ã®4Cåæã«ã€ããŠè§£èª¬ããŸããã顧客ããŒãºã®ææ¡ãã»ã°ã¡ã³ããŒã·ã§ã³ãç©æµå質ã®ç®¡çãšãã£ãåãçµã¿ãéããŠã顧客æºè¶³åºŠã®åäžãšç«¶äºåã®åŒ·åãå®çŸããããšãéèŠã§ããç©æµäºæ¥è ã¯ã顧客èŠç¹ã§ã®åæãç¶ç¶çã«è¡ããããã«åºã¥ããæŠç¥ãç«æ¡ã»å®è¡ããããšã§ãæç¶çãªæé·ãç®æãã¹ãã§ãããã
ç©æµæ¥ã®4Cåæ: CostïŒã³ã¹ãïŒã®èŠç¹
ç©æµæ¥ã«ããã4Cåæã®ãã¡ãCostïŒã³ã¹ãïŒã®èŠç¹ã¯ãäºæ¥ã®åçæ§ãšç«¶äºåãå·Šå³ããéèŠãªèŠçŽ ã§ããç©æµã³ã¹ãã®é©åãªç®¡çãšæé©åã«ããã顧客ã«å¯ŸããŠç«¶äºåã®ããäŸ¡æ Œãæ瀺ãã€ã€ãèªç€Ÿã®å©çã確ä¿ããããšãå¯èœãšãªããŸããããã§ã¯ãç©æµã³ã¹ãã®æ§é ãšåæææ³ãã³ã¹ãåæžã®ããã®ç©æµãããã¯ãŒã¯æé©åããããŠã³ã¹ã管çãšç©æµããã©ãŒãã³ã¹ã®ãã©ã³ã¹ã«ã€ããŠè§£èª¬ããŸãã
ç©æµã³ã¹ãã®æ§é ãšåæææ³
ç©æµã³ã¹ãã¯ã倧ãã以äžã®4ã€ã®èŠçŽ ã«åé¡ããããšãã§ããŸãã
- 茞éã³ã¹ãïŒè²šç©ã®èŒžéã«èŠããè²»çšã§ãçæè²»ã人件費ãè»äž¡ç¶æè²»ãªã©ãå«ãŸããã
- å庫ã³ã¹ãïŒå庫ã®éå¶ã«èŠããè²»çšã§ãæœèšè²»ã人件費ãèšåç¶æè²»ãªã©ãå«ãŸããã
- åšåº«ã³ã¹ãïŒåšåº«ã®ä¿ç®¡ã«èŠããè²»çšã§ãè³éã³ã¹ããä¿ç®¡è²»ãé³è åãªã¹ã¯ãªã©ãå«ãŸããã
- 管çã³ã¹ãïŒç©æµæ¥åå šäœã®ç®¡çã«èŠããè²»çšã§ã人件費ãã·ã¹ãã è²»ãå€æ³šè²»ãªã©ãå«ãŸããã
ãããã®ã³ã¹ããé©åã«åæããããã«ã¯ã以äžã®ãããªææ³ãæå¹ã§ãã
- ã¢ã¯ãã£ããã£ã»ããŒã¹ãã»ã³ã¹ãã£ã³ã°ïŒABCïŒïŒæ¥åããã»ã¹ããšã«ã³ã¹ããåæããå䟡èšç®ã®ç²ŸåºŠãé«ããã
- ãã³ãããŒãã³ã°ïŒåæ¥ä»ç€Ÿãæ¥çæšæºãšã®ã³ã¹ãæ¯èŒãè¡ããèªç€Ÿã®åŒ·ã¿ãšåŒ±ã¿ãææ¡ããã
- ã·ãã¥ã¬ãŒã·ã§ã³åæïŒç©æµãããã¯ãŒã¯ã®å€æŽãæ¥åããã»ã¹ã®æ¹åã«ãã圱é¿ãäºåã«äºæž¬ããã
ãããã®åæææ³ã掻çšããããšã§ãç©æµã³ã¹ãã®å šäœåãæããã«ããæ¹åã®ããã®å ·äœçãªæœçãç«æ¡ããããšãã§ããŸãã
ã³ã¹ãåæžã®ããã®ç©æµãããã¯ãŒã¯æé©å
ç©æµã³ã¹ããåæžããããã«ã¯ãç©æµãããã¯ãŒã¯ã®æé©åãéèŠãªéµãšãªããŸããå ·äœçã«ã¯ã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- æ ç¹é 眮ã®èŠçŽãïŒå庫ãé éã»ã³ã¿ãŒã®é 眮ãæé©åãã茞éè·é¢ãšã³ã¹ããåæžããã
- 茞éã«ãŒãã®æé©åïŒé éã«ãŒããæé©åããèµ°è¡è·é¢ãæéãççž®ããããšã§ã茞éã³ã¹ããåæžããã
- ã¢ãŒãã«ã·ããã®æšé²ïŒãã©ãã¯èŒžéããééãè¹è¶ãžã®åãæ¿ãã«ããã倧é茞éã«ããã³ã¹ãåæžãå³ãã
- å ±åé éã®å®æœïŒä»ç€Ÿãšã®å ±åé éã«ãããç©èŒå¹çãé«ãã茞éã³ã¹ããåæžããã
ãããã®åãçµã¿ãå¹æçã«é²ããããã«ã¯ãéèŠäºæž¬ã®é«åºŠåãåšåº«ç®¡çã®æé©åãšãã£ãããµãã©ã€ãã§ãŒã³å šäœã§ã®æ¹åãå¿ èŠã§ãããŸããå°éçãªç¥èãã¹ãã«ãæã€äººæã®ç¢ºä¿ã»è²æãéèŠãªèª²é¡ãšãªããŸãã
ã³ã¹ã管çãšç©æµããã©ãŒãã³ã¹ã®ãã©ã³ã¹
ç©æµã³ã¹ãã®åæžã¯éèŠã§ãããäžæ¹ã§ç©æµããã©ãŒãã³ã¹ãšã®ãã©ã³ã¹ã«ã泚æãå¿ èŠã§ããé床ãªã³ã¹ãåæžã¯ããµãŒãã¹å質ã®äœäžãçŽæé 延ãªã©ã®åé¡ãåŒãèµ·ããå¯èœæ§ããããŸãããããã£ãŠãã³ã¹ã管çãšç©æµããã©ãŒãã³ã¹ã®ãã©ã³ã¹ãé©åã«ä¿ã€ããšãæ±ããããŸãã
å ·äœçã«ã¯ã以äžã®ãããªç¹ã«çæããå¿ èŠããããŸãã
çæç¹ | 説æ |
---|---|
ãµãŒãã¹å質ã®ç¶æ | ã³ã¹ãåæžã«ãã£ãŠãµãŒãã¹å質ãäœäžããªããããé©åãªå質管çãè¡ãã |
ãªãŒãã¿ã€ã ã®ç¢ºä¿ | 茞éã«ãŒãã®æé©åãªã©ã«ãã£ãŠããªãŒãã¿ã€ã ãé·ããªããããªãããé æ ®ããã |
ãªã¹ã¯ç®¡çã®åŸ¹åº | ã³ã¹ãåæžã«ãã£ãŠäºæ ããã©ãã«ã®ãªã¹ã¯ãé«ãŸããªããããå®å šç®¡çã培åºããã |
顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ | ã³ã¹ãåæžã«ãã圱é¿ã顧客ã«äžå¯§ã«èª¬æããç解ãåŸãããåªããã |
ãããã®ç¹ã«æ³šæããªãããã³ã¹ã管çãšç©æµããã©ãŒãã³ã¹ã®ãã©ã³ã¹ãåãããšãéèŠã§ãããã®ããã«ã¯ãç©æµã³ã¹ããšå質ã®äž¡é¢ãããç¶ç¶çã«ã¢ãã¿ãªã³ã°ãšæ¹åãè¡ãå¿ èŠããããŸãããŸãã顧客ãšã®ç·å¯ãªã³ãã¥ãã±ãŒã·ã§ã³ãéããŠãããŒãºãèŠæ±ã®å€åã«è¿ éã«å¯Ÿå¿ããããšãæ¬ ãããŸããã
以äžãç©æµæ¥ã«ãããCostïŒã³ã¹ãïŒã®èŠç¹ã§ã®4Cåæã«ã€ããŠè§£èª¬ããŸãããç©æµã³ã¹ãã®æ§é ãç解ããé©åãªåæææ³ãçšããããšã§ãã³ã¹ãåæžã®ããã®å ·äœçãªæœçãç«æ¡ããããšãã§ããŸãããŸããç©æµãããã¯ãŒã¯ã®æé©åãã³ã¹ã管çãšç©æµããã©ãŒãã³ã¹ã®ãã©ã³ã¹ã«ãçæããªãããç¶ç¶çãªæ¹åã«åãçµãããšãæ±ããããŸããCostïŒã³ã¹ãïŒã®èŠç¹ã§ã®åæãšæœçã®å®è¡ã«ãããç©æµäºæ¥è ã¯ç«¶äºåãšãµã¹ããããªãã£ã®åäžãå®çŸããããšãã§ããã§ãããã
ç©æµæ¥ã®4Cåæ: ConvenienceïŒå©äŸ¿æ§ïŒã®èŠç¹
ç©æµæ¥ã«ããã4Cåæã®ãã¡ãConvenienceïŒå©äŸ¿æ§ïŒã®èŠç¹ã¯ã顧客ã«å¯ŸããŠäŸ¡å€ãããµãŒãã¹ãæäŸããäžã§éèŠãªèŠçŽ ã§ãã顧客ã®å©äŸ¿æ§ãé«ããããšã§ã顧客æºè¶³åºŠã®åäžãšç«¶äºåã®åŒ·åã«ã€ãªããããšãã§ããŸããããã§ã¯ã顧客ã®å©äŸ¿æ§ãé«ããç©æµãµãŒãã¹ã®èšèšãã©ã¹ãã¯ã³ãã€ã«é éã®å¹çåãšå©äŸ¿æ§ã®åäžããããŠããžã¿ã«æè¡ã掻çšããå©äŸ¿æ§ã®åäžã«ã€ããŠè§£èª¬ããŸãã
顧客ã®å©äŸ¿æ§ãé«ããç©æµãµãŒãã¹ã®èšèš
顧客ã®å©äŸ¿æ§ãé«ããããã«ã¯ã顧客ã®ããŒãºãèŠæ±ãç確ã«æããããã«å¿ããç©æµãµãŒãã¹ãèšèšããããšãéèŠã§ããå ·äœçã«ã¯ã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- é éãªãã·ã§ã³ã®å€æ§åïŒåœæ¥é éãæéæå®é éãå®æé éãªã©ã顧客ã®ããŒãºã«åãããé éãªãã·ã§ã³ãæäŸããã
- è¿åã»äº€æ察å¿ã®ç°¡æåïŒè¿åã亀æã®æç¶ããç°¡çŽ åãã顧客ã®æéãæå°éã«æããã
- 梱å ã»é梱ãµãŒãã¹ã®æäŸïŒååã®æ¢±å ãé梱ã代è¡ããããšã§ã顧客ã®å©äŸ¿æ§ãé«ããã
- åšåº«å¯èŠåã®æšé²ïŒåšåº«æ å ±ããªã¢ã«ã¿ã€ã ã§æäŸãã顧客ã®èšç»ç«æ¡ãææ決å®ãæ¯æŽããã
ãããã®ãµãŒãã¹ãå¹æçã«æäŸããããã«ã¯ãç©æµãªãã¬ãŒã·ã§ã³ã®æè»æ§ãšå¹çæ§ãæ±ããããŸãããŸãã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãéããŠãããŒãºã®å€åãåžžã«ææ¡ãããµãŒãã¹å 容ã®æ¹åãå³ãããšãéèŠã§ãã
ã©ã¹ãã¯ã³ãã€ã«é éã®å¹çåãšå©äŸ¿æ§ã®åäž
ã©ã¹ãã¯ã³ãã€ã«é éã¯ã顧客ã®æå ã«ååãå±ããæçµæ®µéã§ãããå©äŸ¿æ§ã«å€§ããªåœ±é¿ãäžããŸããã©ã¹ãã¯ã³ãã€ã«é éã®å¹çåãšå©äŸ¿æ§ã®åäžã®ããã«ã¯ã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- é éã«ãŒãã®æé©åïŒAIãããã°ããŒã¿åæã掻çšããæé©ãªé éã«ãŒããèšç»ããããšã§ãé éå¹çãé«ããã
- é éæé垯ã®æ¡å€§ïŒæ©æãå€éã®é éãªãã·ã§ã³ãæäŸãã顧客ã®éœåã«åãããé éãå®çŸããã
- å® é ããã¯ã¹ã®æŽ»çšïŒãã³ã·ã§ã³ãäºæ¥æãžã®å® é ããã¯ã¹ã®èšçœ®ãæšé²ããäžåšåé éãæžããããšã§ãé éå¹çãšå©äŸ¿æ§ãé«ããã
- é éç¶æ³ã®å¯èŠåïŒãªã¢ã«ã¿ã€ã ã®é éç¶æ³ãã¢ããªã Web ãµã€ãã§æäŸãã顧客ã®å©äŸ¿æ§ãé«ããã
ãããã®åãçµã¿ãéããŠãã©ã¹ãã¯ã³ãã€ã«é éã®å¹çåãšå©äŸ¿æ§ã®åäžãå³ãããšãã§ããŸãããã ããé éã³ã¹ããšã®ãã©ã³ã¹ã«ãçæããå¿ èŠããããŸããé©åãªæè³ãšéçšã«ãã£ãŠãæç¶å¯èœãªåœ¢ã§ãµãŒãã¹æ¹åãé²ããããšãéèŠã§ãã
ããžã¿ã«æè¡ã掻çšããå©äŸ¿æ§ã®åäž
ããžã¿ã«æè¡ã®é²å±ã¯ãç©æµæ¥çã«å€§ããªå€é©ããããããŠããŸããããžã¿ã«æè¡ã掻çšããããšã§ã顧客ã®å©äŸ¿æ§ãé«ãããšãšãã«ãç©æµãªãã¬ãŒã·ã§ã³ã®å¹çåãå®çŸã§ããŸããå ·äœçã«ã¯ã以äžã®ãããªåãçµã¿ãèããããŸãã
- ãã©ããã³ã°ã·ã¹ãã ã®å°å ¥ïŒRFID ã GPS ã掻çšãããªã¢ã«ã¿ã€ã ã§è²šç©ã®äœçœ®æ å ±ãææ¡ã»æäŸããã
- èªåå庫ã®æŽ»çšïŒãããã£ã¯ã¹ã AIã掻çšããèªåå庫ã«ããããããã³ã°ã梱å ã®å¹çåãšè¿ éåãå³ãã
- ã·ã§ã¢ãªã³ã°ãšã³ãããŒã®æŽ»çšïŒãã©ãã¯ãå庫ã®ã·ã§ã¢ãªã³ã°ãã©ãããã©ãŒã ã掻çšããæè»ãã€äœã³ã¹ããªç©æµãµãŒãã¹ãæäŸããã
- ããŒã¿åæã®é«åºŠåïŒAIãããã°ããŒã¿åæã掻çšããéèŠäºæž¬ãåšåº«æé©åãé«åºŠåããããšã§ã顧客ããŒãºã«ãã现ãã察å¿ããã
ãããã®ããžã¿ã«æè¡ãå¹æçã«æŽ»çšããããšã§ã顧客ã®å©äŸ¿æ§ãé«ãããšãšãã«ãç©æµãªãã¬ãŒã·ã§ã³ã®å¹çåãšã³ã¹ãåæžãå®çŸã§ããŸãããã ããããžã¿ã«åãžã®æè³ãšäººæè²æã«ã¯äžå®ã®ã³ã¹ããçºçãããããé·æçãªèŠç¹ã§æŠç¥ãç«æ¡ããããšãéèŠã§ãã
以äžãç©æµæ¥ã«ãããConvenienceïŒå©äŸ¿æ§ïŒã®èŠç¹ã§ã®4Cåæã«ã€ããŠè§£èª¬ããŸããã顧客ã®å©äŸ¿æ§ãé«ããç©æµãµãŒãã¹ã®èšèšãã©ã¹ãã¯ã³ãã€ã«é éã®å¹çåããããŠããžã¿ã«æè¡ã®æŽ»çšãéèŠãªéµãšãªããŸãããããã®åãçµã¿ãéããŠã顧客æºè¶³åºŠã®åäžãšç«¶äºåã®åŒ·åãå®çŸããããšãã§ããã§ããããç©æµäºæ¥è ã¯ãå©äŸ¿æ§ã®èŠç¹ããç¶ç¶çã«æ¹åãå³ãããšã§ãæç¶çãªæé·ãç®æãã¹ãã§ãã
ç©æµæ¥ã®4Cåæ: CommunicationïŒã³ãã¥ãã±ãŒã·ã§ã³ïŒã®èŠç¹
ç©æµæ¥ã«ããã4Cåæã®ãã¡ãCommunicationïŒã³ãã¥ãã±ãŒã·ã§ã³ïŒã®èŠç¹ã¯ã顧客ãç©æµããŒãããŒãšã®åæ»ãªæ å ±å ±æãšé£æºãéããŠãç©æµãµãŒãã¹ã®å質åäžãšå¹çåãå®çŸããããã®éèŠãªèŠçŽ ã§ããããã§ã¯ã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ã®ç«æ¡ãç©æµæ å ±ã®å¯èŠåãšãªã¢ã«ã¿ã€ã å ±æããããŠç©æµããŒãããŒãšã®ååãšã³ãã¥ãã±ãŒã·ã§ã³ã«ã€ããŠè§£èª¬ããŸãã
顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ã®ç«æ¡
顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã匷åããããã«ã¯ã以äžã®ãããªæŠç¥çåãçµã¿ãæ±ããããŸãã
- 顧客æ¥ç¹ã®å€æ§åïŒå¯Ÿé¢ãé»è©±ãã¡ãŒã«ããã£ãããªã©ã顧客ã®å¥œã¿ã«åãããå€æ§ãªã³ãã¥ãã±ãŒã·ã§ã³ãã£ãã«ãæäŸããã
- ããã¢ã¯ãã£ããªæ å ±æäŸïŒé éç¶æ³ããã©ãã«çºçæã®å¯Ÿå¿ç¶æ³ãªã©ã顧客ãå¿ èŠãšããæ å ±ãç©æ¥µçã«æäŸããã
- 顧客ãã£ãŒãããã¯ã®åéãšæŽ»çšïŒã¢ã³ã±ãŒããã€ã³ã¿ãã¥ãŒãéããŠé¡§å®¢ã®å£°ãåéãããµãŒãã¹æ¹åã«æŽ»ããã
- ã¢ã«ãŠã³ããããžã¡ã³ãã®åŒ·åïŒéèŠé¡§å®¢ã«å¯ŸããŠå°ä»»ã®æ åœè ãé 眮ãããã现ããªã³ãã¥ãã±ãŒã·ã§ã³ãå³ãã
ãããã®åãçµã¿ãéããŠã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã匷åããä¿¡é Œé¢ä¿ãæ§ç¯ããããšãéèŠã§ãããŸãã顧客ããŒãºã®å€åãç確ã«æãããµãŒãã¹æ¹åã«è¿ éã«åæ ãããããšãæ±ããããŸãã
ç©æµæ å ±ã®å¯èŠåãšãªã¢ã«ã¿ã€ã å ±æ
ç©æµæ å ±ã®å¯èŠåãšãªã¢ã«ã¿ã€ã å ±æã¯ã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãåæ»ã«ãããšãšãã«ãç©æµãªãã¬ãŒã·ã§ã³ã®å¹çåã«ãå¯äžããŸããå ·äœçã«ã¯ã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- ãã©ããã³ã°ã·ã¹ãã ã®å°å ¥ïŒRFID ã GPS ã掻çšãããªã¢ã«ã¿ã€ã ã§è²šç©ã®äœçœ®æ å ±ãææ¡ã»å ±æããã
- åšåº«æ å ±ã®å¯èŠåïŒå庫å ã®åšåº«ç¶æ³ããªã¢ã«ã¿ã€ã ã§å¯èŠåãã顧客ãç©æµããŒãããŒãšå ±æããã
- äŸå€ç®¡çã®åŸ¹åºïŒé éé 延ããã©ãã«çºçæã«ã¯ãéããã«æ å ±ãå ±æãã察å¿ç¶æ³ãéæ¬¡å ±åããã
- æ å ±å ±æãã©ãããã©ãŒã ã®æ§ç¯ïŒã¯ã©ãŠãããŒã¹ã®ãã©ãããã©ãŒã ã掻çšããé¢ä¿è éã§æ å ±ãäžå çã«å ±æããã
ãããã®åãçµã¿ã«ããã顧客ãç©æµããŒãããŒãšã®æ å ±å ±æãåæ»åããç©æµãªãã¬ãŒã·ã§ã³ã®éææ§ãšå¹çæ§ãé«ããããšãã§ããŸãããã ããæ å ±ã»ãã¥ãªãã£ã«ãååãªé æ ®ãå¿ èŠã§ãã
ç©æµããŒãããŒãšã®ååãšã³ãã¥ãã±ãŒã·ã§ã³
ç©æµæ¥åã®å¹çåãšå質åäžã®ããã«ã¯ãç©æµããŒãããŒãšã®ç·å¯ãªååãšã³ãã¥ãã±ãŒã·ã§ã³ãæ¬ ãããŸãããå ·äœçã«ã¯ã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- ããŒãããŒãšã®ç®æšå ±æïŒãµãŒãã¹å質ãå¹çåã«é¢ããç®æšãç©æµããŒãããŒãšå ±æããäžäœãšãªã£ãŠéæã«åãçµãã
- å®æçãªæ å ±äº€æïŒå®æçãªäŒè°ãã¬ãã¥ãŒãéããŠã課é¡ãæ¹åç¹ãå ±æããç¶ç¶çãªæ¹åãå³ãã
- ããã©ãŒãã³ã¹è©äŸ¡ã®å®æœïŒKPIãèšå®ããç©æµããŒãããŒã®ããã©ãŒãã³ã¹ãå®æçã«è©äŸ¡ã»ãã£ãŒãããã¯ããã
- ã€ã³ã»ã³ãã£ãã®æäŸïŒåªããããã©ãŒãã³ã¹ãçºæ®ããããŒãããŒã«å¯ŸããŠãã€ã³ã»ã³ãã£ããæäŸããã¢ãããŒã·ã§ã³ãé«ããã
ãããã®åãçµã¿ãéããŠãç©æµããŒãããŒãšã®ååé¢ä¿ã匷åããç©æµãµãŒãã¹ã®å質ãšå¹çæ§ãç¶ç¶çã«åäžãããããšãéèŠã§ãããŸããããŒãããŒãšã®é·æçãªä¿¡é Œé¢ä¿ãæ§ç¯ããããšã§ãå®å®çãã€æè»ãªç©æµãªãã¬ãŒã·ã§ã³ãå®çŸããããšãã§ããã§ãããã
以äžãç©æµæ¥ã«ãããCommunicationïŒã³ãã¥ãã±ãŒã·ã§ã³ïŒã®èŠç¹ã§ã®4Cåæã«ã€ããŠè§£èª¬ããŸããã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ã®ç«æ¡ãç©æµæ å ±ã®å¯èŠåãšãªã¢ã«ã¿ã€ã å ±æããããŠç©æµããŒãããŒãšã®ååãšã³ãã¥ãã±ãŒã·ã§ã³ãéèŠãªéµãšãªããŸãããããã®åãçµã¿ãéããŠã顧客æºè¶³åºŠã®åäžãšç©æµãªãã¬ãŒã·ã§ã³ã®å¹çåãå®çŸãã競äºåã®åŒ·åã«ã€ãªããããšãã§ããã§ããããç©æµäºæ¥è ã¯ãã³ãã¥ãã±ãŒã·ã§ã³ã®èŠç¹ããç¶ç¶çã«æ¹åãå³ãããšã§ãæç¶çãªæé·ãç®æãã¹ãã§ãã
åèæç®
- äŒè€éŠé (2020)ãç©æµã®ããã¿ãæ¥æ¬å®æ¥åºç瀟
- äžç°ä¿¡å (2018)ãããããã®ç©æµæŠç¥ãæ¥æ¬çµæžæ°èåºç
- æ ¹æ¬æå (2019)ãç©æµã®åºæ¬ãæ±æŽçµæžæ°å ±ç€Ÿ
- ç¢éè£å (2021)ãå³è§£ã§ããããã ããžã¹ãã£ã¯ã¹ã®åºæ¬ãç§åã·ã¹ãã
- æ¹¯æµ å倫 (2017)ãçŸä»£ç©æµã·ã¹ãã è«ãäžå€®çµæžç€Ÿ
ç©æµæ¥ã§ã®4Cåæã®å®è·µãšæåäºäŸ
ç©æµæ¥çã§ç«¶äºåãé«ããããã«ã¯ã4Cåæã«åºã¥ããæŠç¥çãªåãçµã¿ãæ¬ ãããŸãããããã§ã¯ã4Cåæã掻çšããç©æµæŠç¥ã®ç«æ¡ããã»ã¹ãšããã®æåäºäŸã«ã€ããŠè§£èª¬ããŸãããŸãã4Cåæãç¶ç¶çã«å®æœããæ¹åãµã€ã¯ã«ãåããŠããããšã®éèŠæ§ã«ã€ããŠã觊ããŸãã
4Cåæã«åºã¥ãç©æµæŠç¥ã®ç«æ¡ããã»ã¹
4Cåæã®çµæãèžãŸããŠãå¹æçãªç©æµæŠç¥ãç«æ¡ããããã«ã¯ã以äžã®ãããªããã»ã¹ãæå¹ã§ãã
- çŸç¶åæïŒ4CåæãéããŠãèªç€Ÿã®åŒ·ã¿ãšåŒ±ã¿ã顧客ããŒãºã競åä»ç€Ÿã®ååãªã©ãææ¡ããã
- 課é¡ã®æœåºïŒçŸç¶åæã«åºã¥ããæ¹åãã¹ãç¹ãæ°ãã«åãçµãã¹ã課é¡ãæ確åããã
- ç®æšã®èšå®ïŒèª²é¡è§£æ±ºã«åããå ·äœçãªç®æšãèšå®ããéæã«åããããŒãããããçå®ããã
- æœçã®ç«æ¡ïŒç®æšéæã®ããã«å¿ èŠãªæœçãç«æ¡ããåªå é äœãã€ããŠå®è¡èšç»ãäœæããã
- å®è¡ãšè©äŸ¡ïŒæœçãå®è¡ã«ç§»ããå®æçã«KPIã枬å®ã»è©äŸ¡ããããšã§ãé²æ管çãšè»éä¿®æ£ãè¡ãã
ãã®ããã»ã¹ãéããŠã4Cåæã®çµæãå ·äœçãªæŠç¥ãšæœçã«èœãšã蟌ãããšãã§ããŸãããŸããPDCAãµã€ã¯ã«ãåãããšã§ãç¶ç¶çãªæ¹åã«ã€ãªããããšãéèŠã§ãã
4Cåæã掻çšããç©æµæ¥ã®æåäºäŸ
åœå å€ã®ç©æµæ¥çã§ã¯ã4Cåæã掻çšããæŠç¥çåãçµã¿ã«ããã競äºåãé«ããŠããäŒæ¥ãæ°å€ãååšããŸãã以äžã«ã代衚çãªæåäºäŸã玹ä»ããŸãã
- 顧客ã»ã°ã¡ã³ããŒã·ã§ã³ã«ããå°éãµãŒãã¹ã®æäŸïŒããç©æµäŒæ¥ã§ã¯ã顧客ãæ¥çš®ãè·ç©ã®ç¹æ§ã«å¿ããŠã»ã°ã¡ã³ãåããããããã®ããŒãºã«ç¹åãããµãŒãã¹ãæäŸããããšã§ãå·®å¥åãå³ãã売äžæ¡å€§ã«ã€ãªããŸããã
- ç©æµãããã¯ãŒã¯ã®æé©åã«ããã³ã¹ãåæžïŒããäŒæ¥ã§ã¯ãéèŠäºæž¬ãšåšåº«ç®¡çã®é«åºŠåã«ãããå庫ã®é 眮ãæé©åãã茞éã«ãŒããå¹çåããããšã§ãå€§å¹ ãªã³ã¹ãåæžãå®çŸããŸããã
- ããžã¿ã«æè¡ã掻çšããå©äŸ¿æ§ã®åäžïŒããäŒæ¥ã§ã¯ãAIãIoTã掻çšããŠããªã¢ã«ã¿ã€ã ã®é éç¶æ³ã®å¯èŠåãèªåå庫ã®å°å ¥ãé²ãã顧客ã®å©äŸ¿æ§ãé«ãããšãšãã«ããªãã¬ãŒã·ã§ã³ã®å¹çåãå®çŸããŸããã
- ç©æµããŒãããŒãšã®ååã«ããå質åäžïŒããäŒæ¥ã§ã¯ãç©æµããŒãããŒãšã®å®æçãªæ å ±äº€æãšç®æšå ±æã«ããããµãŒãã¹å質ã®åäžãšç©æµäºæ ã®åæžãå®çŸãã顧客æºè¶³åºŠãå€§å¹ ã«é«ããŸããã
ãããã®æåäºäŸã¯ã4Cåæãèµ·ç¹ãšããæŠç¥çåãçµã¿ããç©æµæ¥ã®ç«¶äºå匷åã«çŽçµããããšã瀺ããŠããŸããç©æµäºæ¥è ã¯ãèªç€Ÿã®ç¶æ³ã«åãããŠ4Cåæã掻çšããç¬èªã®æŠç¥ãç«æ¡ã»å®è¡ããããšãæ±ããããŸãã
4Cåæã®ç¶ç¶çãªå®æœãšæ¹åãµã€ã¯ã«
4Cåæã¯ãäžåºŠå®æœããã°çµãããšãããã®ã§ã¯ãããŸãããç©æµæ¥ãåãå·»ãç°å¢ã¯åžžã«å€åããŠããã顧客ããŒãºã競åä»ç€Ÿã®ååãå»ã ãšå€ãã£ãŠãããŸãããããã£ãŠã4Cåæãç¶ç¶çã«å®æœããå®æçã«æŠç¥ãæœçã®èŠçŽããè¡ãããšãéèŠã§ãã
å ·äœçã«ã¯ã以äžã®ãããªæ¹åãµã€ã¯ã«ãåãããšãæå¹ã§ãã
- å®æçãª4Cåæã®å®æœïŒå¹Žã«1ã2åçšåºŠãå®æçã«4Cåæãå®æœããç°å¢å€åãèªç€Ÿã®ç¶æ³ãææ¡ããã
- æŠç¥ã»æœçã®èŠçŽãïŒ4Cåæã®çµæãèžãŸããå¿ èŠã«å¿ããŠæŠç¥ãæœçã®èŠçŽããè¡ãã
- KPIã«ããé²æ管çïŒèšå®ããKPIãçšããŠãå®æçã«æœçã®é²æã管çããå¿ èŠãªè»éä¿®æ£ãè¡ãã
- ãã¹ããã©ã¯ãã£ã¹ã®å ±æïŒç€Ÿå å€ã®ãã¹ããã©ã¯ãã£ã¹ãå ±æããæ°ããªæœçç«æ¡ã«ã€ãªããã
ãã®æ¹åãµã€ã¯ã«ãåãããšã§ã4Cåæã«åºã¥ãç©æµæŠç¥ãåžžã«æé©ãªç¶æ ã«ä¿ã¡ãç¶ç¶çãªç«¶äºåã®åŒ·åã«ã€ãªããããšãã§ããŸãããŸããçµç¹å šäœã§4Cåæã®éèŠæ§ãå ±æããçŸå Žã¬ãã«ã§ã®ç解ãšå®è·µãä¿ãããšãæ¬ ãããŸããã
以äžãç©æµæ¥ã§ã®4Cåæã®å®è·µãšæåäºäŸã«ã€ããŠè§£èª¬ããŸããã4Cåæãèµ·ç¹ãšããæŠç¥çåãçµã¿ã¯ãç©æµæ¥ã®ç«¶äºå匷åã«çŽçµããŸããç©æµäºæ¥è ã¯ãèªç€Ÿã®ç¶æ³ã«åãããŠ4Cåæã掻çšããç¶ç¶çãªæ¹åãµã€ã¯ã«ãåãããšã§ãæç¶çãªæé·ãå®çŸããããšãã§ããã§ãããã4Cåæãçµå¶ã®äžæ žã«æ®ããããšããããããã®ç©æµæ¥çã§åã¡æ®ãããã®éµãšãªããŸãã
ãŸãšã
ç©æµæ¥ãžã®4Cåæã®é©çšã¯ã顧客ããŒãºãææ¡ãã競åä»ç€Ÿãšã®å·®å¥åãå³ãäžã§éåžžã«æå¹ã§ãã顧客ãã³ã¹ããå©äŸ¿æ§ãã³ãã¥ãã±ãŒã·ã§ã³ã®4ã€ã®èŠç¹ããèªç€Ÿã®åŒ·ã¿ãšåŒ±ã¿ãåæããããšã§ãç©æµãµãŒãã¹ã®æ¹åç¹ãæ確ã«ãªããŸãã4Cåæã掻çšãã顧客æºè¶³åºŠã®é«ããµãŒãã¹ãæäŸããããšããç©æµæ¥çã§æåããããã®éµãšãªãã§ãããã