ããã«æ¥çã§ã¯ãã€ãã³ãããŒã±ãã£ã³ã°ã®éèŠæ§ãé«ãŸã£ãŠããŸããããããã€ãã³ããå¹æçã«æŽ»çšããããã«ã¯ãæ確ãªç®çèšå®ãšæŠç¥çãªã¢ãããŒããäžå¯æ¬ ã§ããæ¬èšäºã§ã¯ãããã«æ¥ã«ãããã€ãã³ãããŒã±ãã£ã³ã°ã®åºæ¬çãªèãæ¹ãããå®è·µçãªæŽ»çšæ¹æ³ãŸã§ãåå¿è åãã«ãããããã解説ããŸããã€ãã³ããéããŠé¡§å®¢ãšã®ãšã³ã²ãŒãžã¡ã³ããé«ããããã«ã®ãã©ã³ã䟡å€ãåäžãããããã®ãã³ããæºèŒã§ãã
ã€ãã³ãããŒã±ãã£ã³ã°ãšã¯äœã
ã€ãã³ãããŒã±ãã£ã³ã°ãšã¯ãäŒæ¥ãã€ãã³ããéããŠæœåšé¡§å®¢ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãå³ãã補åããµãŒãã¹ã®èªç¥åºŠåäžããã©ã³ãã€ã¡ãŒãžã®æ§ç¯ããªãŒãïŒèŠèŸŒã¿å®¢ïŒã®ç²åŸãç®çãšããããŒã±ãã£ã³ã°ææ³ã§ããããã«æ¥çã«ãããŠããã€ãã³ãããŒã±ãã£ã³ã°ã¯éèŠãªåœ¹å²ãæãããŠããŸãã
ã€ãã³ãããŒã±ãã£ã³ã°ã®å®çŸ©
ã€ãã³ãããŒã±ãã£ã³ã°ã¯ãäŒæ¥ãäž»å¬ããã€ãã³ããéããŠã顧客ãšã®ãšã³ã²ãŒãžã¡ã³ããé«ãã補åããµãŒãã¹ã®äŸ¡å€ãäŒããããšãç®çãšããããŒã±ãã£ã³ã°æŠç¥ã§ããã€ãã³ãã«ã¯ãã»ãããŒãå±ç€ºäŒãããã¢ãŒã·ã§ã³ã€ãã³ããããŒãã£ãŒãªã©ããããŸãããããã®ã€ãã³ããéããŠãäŒæ¥ã¯æœåšé¡§å®¢ãšã®çŽæ¥çãªã³ãã¥ãã±ãŒã·ã§ã³ãå³ãããšãã§ããŸãã
ããã«æ¥ã«ãããã€ãã³ãããŒã±ãã£ã³ã°ã®éèŠæ§
ããã«æ¥çã§ã¯ãã€ãã³ãããŒã±ãã£ã³ã°ãç¹ã«éèŠãªåœ¹å²ãæãããŠããŸãããã®çç±ã¯ä»¥äžã®éãã§ãã
- ããã«ã®èªç¥åºŠåäžïŒã€ãã³ããéããŠãããã«ã®ãã©ã³ãã€ã¡ãŒãžã匷åããæœåšé¡§å®¢ã«ã¢ããŒã«ããããšãã§ããŸãã
- 顧客ãšã®é¢ä¿æ§ç¯ïŒã€ãã³ãã¯ãããã«ãšé¡§å®¢ãšã®çŽæ¥çãªã³ãã¥ãã±ãŒã·ã§ã³ã®å Žãšãªããä¿¡é Œé¢ä¿ãç¯ãæ©äŒãšãªããŸãã
- ãªããŒã¿ãŒç²åŸïŒã€ãã³ããéããŠã顧客ã«ããã«ã®é åãäœæããŠãããããšã§ããªããŒã¿ãŒã®ç²åŸã«ã€ãªãããŸãã
- ä»å 䟡å€ã®æäŸïŒã€ãã³ããéããŠã宿æ³ä»¥å€ã®ä»å 䟡å€ãæäŸããããšã§ã顧客æºè¶³åºŠã®åäžãå³ãããšãã§ããŸãã
ã€ãã³ãããŒã±ãã£ã³ã°ã®ç®çãšå¹æ
ã€ãã³ãããŒã±ãã£ã³ã°ã®äž»ãªç®çãšå¹æã¯ä»¥äžã®éãã§ãã
ç®ç | å¹æ |
---|---|
ãã©ã³ãèªç¥åºŠã®åäž | ã€ãã³ããéããŠãããã«ã®ãã©ã³ãã€ã¡ãŒãžã匷åããæœåšé¡§å®¢ã®èªç¥åºŠãé«ããããšãã§ããŸãã |
ãªãŒãïŒèŠèŸŒã¿å®¢ïŒã®ç²åŸ | ã€ãã³ãã«åå ããæœåšé¡§å®¢ã®æ å ±ãåéãããã©ããŒã¢ããããããšã§ãæ°ããªé¡§å®¢ã®ç²åŸã«ã€ãªããããšãã§ããŸãã |
顧客ãšã³ã²ãŒãžã¡ã³ãã®åäž | ã€ãã³ããéããŠã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãå³ãããšã§ã顧客ãšã®ãšã³ã²ãŒãžã¡ã³ããé«ãããã€ã€ãªãã£ã®åäžãå³ãããšãã§ããŸãã |
ãŠããŒã¯ãªäœéšã®æäŸ | ã€ãã³ããéããŠãããã«ãªãã§ã¯ã®ãŠããŒã¯ãªäœéšãæäŸããããšã§ã顧客æºè¶³åºŠã®åäžã«ã€ãªããããšãã§ããŸãã |
ã€ãã³ãããŒã±ãã£ã³ã°ã¯ãããã«æ¥çã«ãããŠå¹æçãªããŒã±ãã£ã³ã°ææ³ã®ã²ãšã€ã§ããæœåšé¡§å®¢ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãå³ãããã©ã³ãã€ã¡ãŒãžã®æ§ç¯ããªãŒãã®ç²åŸã顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžãç®çãšããŠãæŠç¥çã«ã€ãã³ãã掻çšããããšãéèŠã§ãã
ããã«æ¥ã§ã®ã€ãã³ãããŒã±ãã£ã³ã°ã®æŽ»çšæ¹æ³
ããã«æ¥çã«ãããŠãã€ãã³ãããŒã±ãã£ã³ã°ã¯é¡§å®¢ãšã®é¢ä¿æ§ç¯ãæ°èŠé¡§å®¢ã®ç²åŸã«å¹æçãªææ³ã§ãã以äžã§ã¯ãããã«æ¥ã§ã®ã€ãã³ãããŒã±ãã£ã³ã°ã®æŽ»çšæ¹æ³ã«ã€ããŠãå ·äœçã«è§£èª¬ããŸãã
ã¿ãŒã²ããå±€ã«åãããã€ãã³ãäŒç»
ã€ãã³ãããŒã±ãã£ã³ã°ãæåãããããã«ã¯ãã¿ãŒã²ããå±€ãæ確ã«ãããã®ããŒãºã«åãããã€ãã³ããäŒç»ããããšãéèŠã§ããäŸãã°ãããžãã¹å®¢ãã¿ãŒã²ããã«ããå Žåã¯ãã»ãããŒã亀æµäŒãªã©ã®å°éæ§ã®é«ãã€ãã³ããå¹æçã§ããäžæ¹ãã¬ãžã£ãŒå®¢ãã¿ãŒã²ããã«ããå Žåã¯ãå£ç¯ã®ã€ãã³ãããšã³ã¿ãŒãã€ã³ã¡ã³ãæ§ã®é«ãã€ãã³ããé©ããŠããŸããã¿ãŒã²ããå±€ã®ããŒãºãç確ã«æããé åçãªã€ãã³ããäŒç»ããããšããé客ã«ã€ãªãããŸãã
ã€ãã³ãéå¬åã®ããã¢ãŒã·ã§ã³æŠç¥
ã€ãã³ããæåãããããã«ã¯ãéå¬åã®ããã¢ãŒã·ã§ã³ãæ¬ ãããŸããã以äžã¯ãå¹æçãªããã¢ãŒã·ã§ã³æŠç¥ã®äŸã§ãã
- ãœãŒã·ã£ã«ã¡ãã£ã¢ã®æŽ»çšïŒFacebookãTwitterãInstagramãªã©ã®ãœãŒã·ã£ã«ã¡ãã£ã¢ã掻çšããã€ãã³ãæ å ±ãçºä¿¡ããŸããããã·ã¥ã¿ã°ã䜿ã£ããã£ã³ããŒã³ãªã©ãå¹æçã§ãã
- ã¡ãŒã«ããŒã±ãã£ã³ã°ïŒé¡§å®¢ããŒã¿ããŒã¹ã掻çšããã€ãã³ãæ å ±ãå«ãã ã¡ãŒã«ãé ä¿¡ããŸãã顧客ã®ããŒãºã«åãããã»ã°ã¡ã³ããŒã·ã§ã³ãéèŠã§ãã
- Webãµã€ãã§ã®åç¥ïŒããã«ã®Webãµã€ãã«ãã€ãã³ãå°çšã®ããŒãžãäœæãã詳现ãªæ å ±ãæ²èŒããŸããäºçŽãã©ãŒã ãèšçœ®ããã®ãå¹æçã§ãã
- ããŒãããŒã·ããã®æŽ»çšïŒã€ãã³ãã®å 容ã«åãããŠãé¢é£äŒæ¥ãšããŒãããŒã·ãããçµã¿ãçžäºããã¢ãŒã·ã§ã³ãè¡ããŸãã
ãããã®ããã¢ãŒã·ã§ã³æŠç¥ãçµã¿åãããããšã§ãã€ãã³ãã®èªç¥åºŠãé«ããé客åãåäžãããããšãã§ããŸãã
ã€ãã³ãåœæ¥ã®éå¶ãšãããŠãªã
ã€ãã³ãåœæ¥ã¯ãåå è ã«æºè¶³ããŠãããããšãæãéèŠã§ãã以äžã¯ãã€ãã³ãéå¶ã«ããã泚æç¹ã§ãã
泚æç¹ | 説æ |
---|---|
ã¹ã ãŒãºãªåä» | åå è ãã¹ã ãŒãºã«åä»ãæžãŸãããããããååãªã¹ã¿ãããé 眮ããåŸ ã¡æéãæå°éã«æããŸãã |
äŒå Žèšå¶ | ã€ãã³ãã®å 容ã«åãããŠãäŒå Žãããããããèšå¶ããŸããå¿ èŠãªæ©æããµãŒãã¹ãäºåã«æºåããŠããããšãéèŠã§ãã |
ã¹ã¿ããã®æè² | ã¹ã¿ããã«ã¯ãã€ãã³ãã®è¶£æšãæµããååã«ç解ããŠããããåå è ãžã®é©åãªå¯Ÿå¿ãã§ããããæè²ããŸãããããŠãªãã®å¿ãæã£ãŠæ¥å®¢ã«åœããããšã倧åã§ãã |
ã¢ã³ã±ãŒãã®å®æœ | ã€ãã³ãçµäºåŸãåå è ã«ã¢ã³ã±ãŒããå®æœãããã£ãŒãããã¯ãåéããŸããæ¹åç¹ãèŠã€ãã次åã®ã€ãã³ãã«æŽ»ããããšãéèŠã§ãã |
ã€ãã³ãåœæ¥ã¯ãåå è ã®æºè¶³åºŠãé«ããããšã第äžã«èãããã现ãããªéå¶ãšãããŠãªããå¿ãããããšãæ±ããããŸããã€ãã³ãåŸã®ãã©ããŒã¢ãããå¿ããã«è¡ããåå è ãšã®ãªã¬ãŒã·ã§ã³ãç¶æããŠããããšã倧åã§ãã
以äžããããã«æ¥ã«ãããã€ãã³ãããŒã±ãã£ã³ã°ã®æŽ»çšæ¹æ³ã§ããã¿ãŒã²ããå±€ã«åãããã€ãã³ãäŒç»ãå¹æçãªããã¢ãŒã·ã§ã³æŠç¥ããã现ãããªã€ãã³ãéå¶ãå®è·µããããšã§ãã€ãã³ãããŒã±ãã£ã³ã°ãæåã«å°ãããšãã§ããã§ããããããã«æ¥çã§ã¯ãã€ãã³ããéãã顧客ãšã®é¢ä¿æ§ç¯ãä»åŸãŸããŸãéèŠã«ãªã£ãŠãããšèããããŸãã
ã€ãã³ãããŒã±ãã£ã³ã°ã®æåã®ãã€ã³ã
ããã«æ¥çã«ãããã€ãã³ãããŒã±ãã£ã³ã°ãæåã«å°ãããã«ã¯ãããã€ãã®éèŠãªãã€ã³ãããããŸãã以äžã§ã¯ãã€ãã³ãããŒã±ãã£ã³ã°ãå¹æçã«å®æœããããã®3ã€ã®ãã€ã³ãã解説ããŸãã
æ確ãªç®çèšå®ãš KPI ã®èšå®
ã€ãã³ãããŒã±ãã£ã³ã°ãå§ããåã«ãæ確ãªç®çãèšå®ããããšãéèŠã§ããç®çã«ã¯ããã©ã³ãèªç¥åºŠã®åäžããªãŒãïŒèŠèŸŒã¿å®¢ïŒã®ç²åŸã顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžãªã©ããããŸããç®çãæ確ã«ããããšã§ãã€ãã³ãã®æ¹åæ§ãå®ããé©åãªæŠç¥ãç«ãŠãããšãã§ããŸãããŸããç®çã«æ²¿ã£ãKPIïŒéèŠæ¥çžŸè©äŸ¡ææšïŒãèšå®ããã€ãã³ãã®ææã枬å®ã»è©äŸ¡ããããšã倧åã§ããKPIã«ã¯ãåå è æ°ããªãŒãç²åŸæ°ã顧客æºè¶³åºŠãªã©ããããŸããç®çãšKPIãæ確ã«ããããšã§ãPDCAãµã€ã¯ã«ãåããç¶ç¶çã«ã€ãã³ãããŒã±ãã£ã³ã°ãæ¹åããŠããããšãã§ããŸãã
åå è ã®ããŒãºãæããã³ã³ãã³ãäœã
ã€ãã³ãããŒã±ãã£ã³ã°ã§æãéèŠãªã®ã¯ãåå è ã®ããŒãºãæããã³ã³ãã³ããæäŸããããšã§ããã¿ãŒã²ããå±€ã®é¢å¿äºã課é¡ãæ·±ãç解ããããã«å¿ãããããªã³ã³ãã³ããäŒç»ããŸããäŸãã°ãããžãã¹å®¢åãã®ã»ãããŒã§ããã°ãæ¥çã®ææ°ãã¬ã³ããå®è·µçãªããŠããŠãæäŸãããšãã£ãå ·åã§ããåå è ã«ãšã£ãŠäŸ¡å€ã®ããã³ã³ãã³ããæäŸããããšã§ãæºè¶³åºŠãé«ããããã«ãžã®ä¿¡é Œããã€ã€ãªãã£ãéžæããããšãã§ããŸãããŸããåå è å士ã®äº€æµãä¿é²ãããããªããã°ã©ã ãåãå ¥ããã®ãå¹æçã§ãã
ã€ãã³ãåŸã®ãã©ããŒã¢ãããšãªã¬ãŒã·ã§ã³æ§ç¯
ã€ãã³ãããŒã±ãã£ã³ã°ã¯ãã€ãã³ãåœæ¥ã ãã§å®çµããã®ã§ã¯ãªããã€ãã³ãåŸã®ãã©ããŒã¢ãããšãªã¬ãŒã·ã§ã³æ§ç¯ãéåžžã«éèŠã§ããã€ãã³ãåŸã¯ãåå è ã«ã¢ã³ã±ãŒããå®æœãããã£ãŒãããã¯ãåéããŸãããããŠãåŸãããæ å ±ãããšã«ãåå è äžäººã²ãšãã«ããŒãœãã©ã€ãºããã¡ãã»ãŒãžãéããŸããäŸãã°ãã»ãããŒã§èå³ãæã£ãããŒãã«ã€ããŠããã詳ããæ å ±ãæäŸãããªã©ã§ãããŸããåå è ãšã®ãªã¬ãŒã·ã§ã³ãç¶æã»åŒ·åããããã«ãå®æçãªã³ãã¥ãã±ãŒã·ã§ã³ãå³ãããšã倧åã§ããã¡ãŒã«ãã¬ãžã³ã®é ä¿¡ããœãŒã·ã£ã«ã¡ãã£ã¢ã§ã®ã€ã³ã¿ã©ã¯ã·ã§ã³ãªã©ãéããŠãç¶ç¶çãªé¢ä¿æ§ç¯ãç®æããŸãã
以äžã®3ã€ã®ãã€ã³ããæŒãããããšã§ãããã«æ¥çã«ãããã€ãã³ãããŒã±ãã£ã³ã°ãæåã«å°ãããšãã§ããã§ããããæ確ãªç®çèšå®ãåå è ã®ããŒãºãæããã³ã³ãã³ãäœããã€ãã³ãåŸã®ãã©ããŒã¢ãããšãªã¬ãŒã·ã§ã³æ§ç¯ãå®è·µããã€ãã³ãããŒã±ãã£ã³ã°ãæŠç¥çã«æŽ»çšããŠããããšãæ±ããããŸãã
ããã«æ¥çã§ã¯ãã€ãã³ãããŒã±ãã£ã³ã°ãéããŠã顧客ãšã®çµãæ·±ãããã€ã€ãªãã£ã®é«ã顧客ãç²åŸããããšãå¯èœã§ãã宿æ³æœèšãšããŠã®æ©èœã ãã§ãªããã€ãã³ããéããä»å 䟡å€ã®æäŸããããã«ã®å·®å¥åã«ã€ãªãããŸããä»åŸãããã«æ¥çã§ã¯ã€ãã³ãããŒã±ãã£ã³ã°ããŸããŸãéèŠãªåœ¹å²ãæããããšãäºæ³ãããŸãã顧客ã®ããŒãºãç確ã«æããé åçãªã€ãã³ããäŒç»ã»å®æœããŠããããšããããã«ã®ç«¶äºå匷åã«æ¬ ãããŸããã
ã€ãã³ãããŒã±ãã£ã³ã°ã¯ãäžéæ§ã®ããã¢ãŒã·ã§ã³ã§ã¯ãªããé·æçãªèŠç¹ã§åãçµãã¹ãããŒã±ãã£ã³ã°æŠç¥ã§ããã€ãã³ããéããŠåŸããã顧客ãšã®é¢ä¿æ§ããããã«ç¶æã»åŒ·åããŠããããéèŠãªãã€ã³ããšãªããŸãã顧客ããŒã¿ã®èç©ãšåæãç¶ç¶çãªã³ãã¥ãã±ãŒã·ã§ã³ã«ãã£ãŠã顧客äžäººã²ãšãã«æé©ãªäŸ¡å€ãæäŸããŠããããšãæ±ããããŸãã
ããã«æ¥çã«ãããã€ãã³ãããŒã±ãã£ã³ã°ã¯ãåãªãã€ãã³ãã®éå¬ã«ãšã©ãŸããã顧客ãšã®ãšã³ã²ãŒãžã¡ã³ããé«ãããã€ã€ãªãã£ãéžæããããã®éèŠãªæ段ã§ããæŠç¥çãªã€ãã³ãããŒã±ãã£ã³ã°ã®å®è·µããããã«ã®ç«¶äºåãé«ããããžãã¹ã®æé·ãå éãããã§ãããã
ãŸãšã
ããã«æ¥çã«ãããã€ãã³ãããŒã±ãã£ã³ã°ã¯ã顧客ãšã®é¢ä¿æ§æ§ç¯ãæ°èŠé¡§å®¢ç²åŸã«å¹æçãªææ³ã§ããæ確ãªç®çèšå®ãšã¿ãŒã²ããå±€ã«åãããã€ãã³ãäŒç»ãæŠç¥çãªããã¢ãŒã·ã§ã³ããã现ãããªãããŠãªããæåã®ãã€ã³ããšãªããŸããã€ãã³ããéããŠé¡§å®¢ãšã³ã²ãŒãžã¡ã³ããé«ããããã«ã®ãã©ã³ã䟡å€ãåäžãããããšã§ã競äºå匷åãšããžãã¹æé·ã«ã€ãªããããšãã§ããã§ãããã