é»åæ¥çã§ã¯ãèªç±åã®é²å±ã«ãã競äºãæ¿åããŠããã顧客æºè¶³åºŠã®åäžãæ°ããªåçæºã®ç¢ºä¿ãå«ç·ã®èª²é¡ãšãªã£ãŠããŸãããããªäžãCDPã泚ç®ãéããŠããŸããCDPãšã¯ãäŒæ¥ãæã€é¡§å®¢æ å ±ãçµ±åã»äžå 管çããããŒã±ãã£ã³ã°ã顧客ãµãŒãã¹ã®åäžã«åœ¹ç«ãŠãããã®ãã©ãããã©ãŒã ã§ããæ¬èšäºã§ã¯ãé»åæ¥çã«ãããCDPã®æŽ»çšæ¹æ³ã«ã€ããŠãåå¿è åãã«åŸ¹åºè§£èª¬ããŸãã顧客ããŒã¿ãé©åã«æŽ»çšããããšã§ã競äºåã®åäžãšæç¶çãªæé·ãå®çŸã§ããã§ãããã
CDPãšã¯äœãïŒé»åæ¥çã§æ³šç®ãããçç±
è¿å¹Žãæ§ã ãªæ¥çã§CDPïŒã«ã¹ã¿ããŒããŒã¿ãã©ãããã©ãŒã ïŒã泚ç®ãéããŠããŸããé»åæ¥çããã®äŸå€ã§ã¯ãããŸãããCDPã¯ãäŒæ¥ãä¿æãã顧客ããŒã¿ãäžå 管çããããŒã±ãã£ã³ã°ã顧客ãµãŒãã¹ã®åäžã«åœ¹ç«ãŠãããã®ãã©ãããã©ãŒã ã§ããæ¬èšäºã§ã¯ãé»åæ¥çã«ãããCDPã®æŽ»çšæ¹æ³ã«ã€ããŠãåå¿è åãã«è©³ãã解説ããŸãã
CDPã®åºæ¬æŠå¿µãšæ©èœ
CDPã¯ãäŒæ¥ãæã€é¡§å®¢æ å ±ãçµ±åããäžå 管çããããã®ãã©ãããã©ãŒã ã§ããå ·äœçã«ã¯ã以äžã®ãããªæ©èœãæã£ãŠããŸãã
- 顧客ããŒã¿ã®åéãšçµ±å
- ã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°
- ããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³
- ããŒã¿åæãšã€ã³ãµã€ãã®æäŸ
ãããã®æ©èœã«ãããäŒæ¥ã¯é¡§å®¢äžäººã²ãšãã®ããŒãºã奜ã¿ã«åãããã¢ãããŒããå¯èœã«ãªããŸãã
é»åæ¥çã«ãããCDPã®éèŠæ§
é»åæ¥çã¯ãèªç±åã®é²å±ã«ãã競äºãæ¿åããŠããŸãããã®ãããªç°å¢äžã§ã顧客æºè¶³åºŠã®åäžãæ°ããªåçæºã®ç¢ºä¿ãå«ç·ã®èª²é¡ãšãªã£ãŠããŸããCDPã¯ããã®èª²é¡è§£æ±ºã®ããã®æå¹ãªããŒã«ãšããŠæ³šç®ãããŠããã®ã§ãã
é»åäŒç€Ÿãä¿æãã顧客ããŒã¿ã¯ãé»å䜿çšéãæ¯æãæ å ±ãªã©å€å²ã«ããããŸãããããã®ããŒã¿ãé©åã«æŽ»çšããããšã§ã顧客ããŒãºã«å³ãããµãŒãã¹ã®æäŸããå¹æçãªããŒã±ãã£ã³ã°æœçã®ç«æ¡ãå¯èœã«ãªããŸãã
CDPãé»åæ¥çã«ããããã¡ãªãã
CDPãå°å ¥ããããšã§ãé»åæ¥çã«ã¯ä»¥äžã®ãããªã¡ãªããããããŸãã
ã¡ãªãã | å 容 |
---|---|
顧客ç解ã®æ·±å | 顧客ããŒã¿ãçµ±åçã«åæããããšã§ãäžäººã²ãšãã®è¡åãã¿ãŒã³ãå奜ãææ¡ã§ãã |
ããŒã±ãã£ã³ã°å¹æã®åäž | 顧客ã»ã°ã¡ã³ãã«å¿ããã¿ãŒã²ãã£ã³ã°ããããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ãå¯èœã«ãªã |
æ°ãµãŒãã¹ã®éçº | 顧客ããŒãºãèžãŸããæ°ããªãµãŒãã¹ãä»å 䟡å€ã®æäŸã«ã€ãªãã |
æ¥åå¹çå | 顧客察å¿ã®èªååãæ¥åããã»ã¹ã®æé©åã«ãããæ¥åå¹çã®åäžãæåŸ ã§ãã |
äŸãã°ãã¹ããŒãã¡ãŒã¿ãŒããåéããé»å䜿çšããŒã¿ãšã顧客å±æ§ããŒã¿ãçµã¿åãããŠåæããããšã§ã顧客ã®ç掻ãã¿ãŒã³ã«å¿ããæé©ãªé»åãã©ã³ã®ææ¡ããçãšãã¢ããã€ã¹ã®æäŸãå¯èœã«ãªããŸãããŸããåé»ãçœå®³æã®è¿ éãªæ å ±æäŸãªã©ã顧客ãµãŒãã¹ã®è³ªã®åäžã«ãã€ãªããã§ãããã
ããã«ãCDPã掻çšããããšã§ãé»å以å€ã®é åã«ãäºæ¥ãæ¡å€§ã§ããå¯èœæ§ããããŸããäŸãã°ã顧客ããŒã¿ããåŸãããã€ã³ãµã€ããåºã«ã家é»è£œåãããŒã ã»ãã¥ãªãã£ãªã©ã®æ°ããªãµãŒãã¹ãéçºããããšãèããããŸãã
é»åæ¥çã«ãããCDPã®æŽ»çšã¯ããŸã å§ãŸã£ãã°ããã§ãããããããã®å¯èœæ§ã¯éåžžã«å€§ãããä»åŸãããªãçºå±ãæåŸ ãããŠããŸããé»åäŒç€ŸãCDPãæŠç¥çã«æŽ»çšããããšã§ã顧客æºè¶³åºŠã®åäžãšåçåã®åŒ·åãå®çŸã§ããã§ãããã
æ¬èšäºã§ã¯ãé»åæ¥çã«ãããCDPã®æŽ»çšæ¹æ³ã«ã€ããŠãåå¿è åãã«è§£èª¬ããŸãããCDPã¯ãé»åæ¥çãçŽé¢ãã課é¡ã解決ããããã®æåãªããŒã«ã§ãã顧客ããŒã¿ãé©åã«æŽ»çšããããšã§ã競äºåã®åäžãšæç¶çãªæé·ãå®çŸã§ããã§ããããé»åæ¥çã®äŒæ¥ã¯ãCDPã®å°å ¥ãæ€èšããããŒã¿ããªãã³ãªçµå¶ãç®æããŠããããšãæ±ããããŠããŸãã
é»åæ¥çã«ãããCDPã®æŽ»çšæ¹æ³
顧客ããŒã¿ã®çµ±åãšäžå 管ç
é»åæ¥çã«ãããCDPã®æŽ»çšã«ãããŠããŸãéèŠãªã®ã顧客ããŒã¿ã®çµ±åãšäžå 管çã§ããé»åäŒç€Ÿã¯ã顧客ã®é»å䜿çšéããŒã¿ãè«æ±æ å ±ãåãåããå±¥æŽãªã©ãæ§ã ãªãã£ãã«ããåŸããã顧客ããŒã¿ãä¿æããŠããŸãããããã®ããŒã¿ãäžã€ã®ãã©ãããã©ãŒã ã«éçŽããããšã§ã顧客äžäººã²ãšãã®å šäœåãææ¡ããããå¹æçãªããŒã±ãã£ã³ã°ã顧客ãµãŒãã¹ã®å®çŸãå¯èœã«ãªããŸãã
CDPãå°å ¥ããããšã§ã以äžã®ãããªã¡ãªãããåŸãããŸãã
- 顧客ããŒã¿ã®ãµã€ãåãé²ããéšééã§ã®ããŒã¿å ±æã容æã«ãªã
- ããŒã¿ã®éè€ãäžæŽåã解æ¶ããããŒã¿å質ã®åäžã«ã€ãªãã
- ãªã¢ã«ã¿ã€ã ã§ã®é¡§å®¢ããŒã¿æŽæ°ã«ãããåžžã«ææ°ã®é¡§å®¢åãææ¡ã§ãã
顧客ããŒã¿ãäžå 管çããããšã§ãé»åäŒç€Ÿã¯é¡§å®¢ã®è¡åãã¿ãŒã³ãå奜ãããæ·±ãç解ããããã«åºã¥ããã¢ãããŒããå¯èœã«ãªãã®ã§ãã
顧客ã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°
CDPã掻çšããããšã§ãé»åäŒç€Ÿã¯é¡§å®¢ãã»ã°ã¡ã³ãåããã¿ãŒã²ãããçµã£ãããŒã±ãã£ã³ã°ãå®æœã§ããŸãã顧客ããŒã¿ãåæããããšã§ã以äžã®ãããªåºæºã§ã»ã°ã¡ã³ããŒã·ã§ã³ãå¯èœã§ãã
- é»å䜿çšéãå¥çŽãã©ã³ã«åºã¥ãã»ã°ã¡ã³ã
- 幎霢ã家ææ§æãå± äœå°åãªã©ã®å±æ§ã«åºã¥ãã»ã°ã¡ã³ã
- é»å䜿çšãã¿ãŒã³ãæ¯æãæ¹æ³ãªã©ã®è¡åã«åºã¥ãã»ã°ã¡ã³ã
ãããã®ã»ã°ã¡ã³ããçµã¿åãããããšã§ã顧客ã®ç¹æ§ã needs ããã詳现ã«ææ¡ããäžäººã²ãšãã«æé©åãããæœçãå±éããããšãã§ããŸããäŸãã°ãé»å䜿çšéãå€ã家åºã«å¯ŸããŠã¯çãšãææ¡ããæ°ãšãã«ã®ãŒã«é¢å¿ã®é«ã顧客ã«ã¯åçå¯èœãšãã«ã®ãŒç±æ¥ã®é»åãã©ã³ããããããããªã©ããã现ããªã¢ãããŒããå¯èœã«ãªããŸãã
ããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ã®å®çŸ
CDPã掻çšããããšã§ãé»åäŒç€Ÿã¯é¡§å®¢ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãããŒãœãã©ã€ãºã§ããŸãã顧客ã®å±æ§ãè¡åå±¥æŽã«åºã¥ããŠã以äžã®ãããªæœçãèããããŸãã
æœç | å 容 |
---|---|
ã¡ãŒã«ããŒã±ãã£ã³ã° | 顧客ã®é¢å¿äºãé»å䜿çšç¶æ³ã«å¿ããæ å ±æäŸãææ¡ |
Web ãµã€ãã®ããŒãœãã©ã€ãº | 顧客ã®å奜ã«åãããã³ã³ãã³ã衚瀺ãååæšå¥š |
ããžã¿ã«ãµã€ããŒãž | é»å䜿çšéãæéãã©ã³ã«å¿ããæé©ãªæ å ±ã®è¡šç€º |
ã³ãŒã«ã»ã³ã¿ãŒå¯Ÿå¿ | 顧客ã®åãåããå±¥æŽãå奜ãèžãŸããå¹æçãªãªãã¬ãŒã¿ãŒå¯Ÿå¿ |
ãã®ããã«CDPã掻çšããããšã§ã顧客äžäººã²ãšãã«æé©åãããã³ãã¥ãã±ãŒã·ã§ã³ãå¯èœã«ãªããŸãã顧客ã«å¯ãæ·»ã£ãäžå¯§ãªã³ãã¥ãã±ãŒã·ã§ã³ã¯ã顧客æºè¶³åºŠã®åäžãé·æçãªé¢ä¿æ§ç¯ã«ã€ãªããã§ãããã
ãŸããCDPããåŸããã顧客ã€ã³ãµã€ãã掻çšããããšã§ãæ°ããªä»å 䟡å€ãµãŒãã¹ã®éçºã«ã掻ãããŸããäŸãã°ãé»å䜿çšããŒã¿ãšå®¶é»è£œåã®å©çšç¶æ³ãçµã¿åãããŠåæããããšã§ã顧客ã®ç掻ã¹ã¿ã€ã«ã«åããã家é»è£œåã®ææ¡ããã¹ããŒãããŒã é¢é£ãµãŒãã¹ã®å±éãªã©ãé»åäºæ¥ã®æ ãè¶ ããæ°ããªããžãã¹æ©äŒã®åµåºãæåŸ ã§ããŸãã
é»åæ¥çã«ãããŠCDPã掻çšããããšã¯ã顧客ç解ã®æ·±åãããŒã±ãã£ã³ã°å¹æã®åäžãæ°ãµãŒãã¹éçºãªã©ãæ§ã ãªã¡ãªããããããããŸããäžæ¹ã§ã顧客ããŒã¿ãé©åã«ç®¡çãããã©ã€ãã·ãŒã«é æ ®ããããšãéèŠã§ããCDPã®å°å ¥ã«éããŠã¯ãããŒã¿ã¬ããã³ã¹ã®ç¢ºç«ãšã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãéããä¿¡é Œé¢ä¿ã®æ§ç¯ãäžå¯æ¬ ã§ãããã
é»åæ¥çãCDPãæŠç¥çã«æŽ»çšãã顧客起ç¹ã®çµå¶ãå®è·µããããšã§ã競äºåã®åäžãšæç¶çãªæé·ãå®çŸã§ãããšæåŸ ãããŸããæ¬èšäºããé»åæ¥çã«ãããCDPã®æŽ»çšãæ€èšããéã®äžå©ãšãªãã°å¹žãã§ãã
é»åæ¥çã§CDPãå°å ¥ããéã®çæç¹
ããŒã¿ã¬ããã³ã¹ãšã»ãã¥ãªãã£ã®ç¢ºä¿
é»åæ¥çã§CDPãå°å ¥ããéãæãéèŠãªç¹ã®äžã€ãããŒã¿ã¬ããã³ã¹ãšã»ãã¥ãªãã£ã®ç¢ºä¿ã§ãã顧客ããŒã¿ã¯æ©å¯æ§ãé«ããé©åã«ç®¡çããå¿ èŠããããŸãã以äžã®ãããªå¯Ÿçãæ±ããããŸãã
- ããŒã¿ç®¡çã«é¢ããæ確ãªããªã·ãŒãšèŠå®ã®æŽå
- ããŒã¿ã¢ã¯ã»ã¹æš©éã®èšå®ãšç®¡ç
- ããŒã¿æå·åãã¢ã¯ã»ã¹ãã°ç£èŠãªã©ã®ã»ãã¥ãªãã£å¯Ÿç
- å®æçãªã»ãã¥ãªãã£ç£æ»ã®å®æœ
顧客ããŒã¿ãé©åã«ä¿è·ããããšã¯ãäŒæ¥ã®ä¿¡é Œæ§ã競äºåã«çŽçµããéèŠãªèª²é¡ã§ããCDPã®å°å ¥ã«éããŠã¯ãããŒã¿ã¬ããã³ã¹ã®ä»çµã¿ã¥ãããšã»ãã¥ãªãã£å¯Ÿçã®åŸ¹åºãäžå¯æ¬ ã§ãããã
æ¢åã·ã¹ãã ãšã®é£æºãšçµ±å
é»åäŒç€Ÿã¯ã顧客管çã·ã¹ãã ãæéè«æ±ã·ã¹ãã ãã¹ããŒãã¡ãŒã¿ãŒã·ã¹ãã ãªã©ãå€ãã®æ¢åã·ã¹ãã ãä¿æããŠããŸããCDPãå°å ¥ããéã¯ããããã®ã·ã¹ãã ãšã®é£æºãçµ±åãèæ ®ããå¿ èŠããããŸãã
å ·äœçã«ã¯ã以äžã®ãããªç¹ã«çæãå¿ èŠã§ãã
- æ¢åã·ã¹ãã ããå¿ èŠãªããŒã¿ãæœåºã»çµ±åããæ¹æ³ã®æ€èš
- ããŒã¿åœ¢åŒãé ç®ã®æšæºåã«ããã·ã¹ãã éã®æŽåæ§ç¢ºä¿
- ãªã¢ã«ã¿ã€ã ããŒã¿é£æºã®å®çŸã«ãã顧客æ å ±ã®å³ææ§ç¢ºä¿
- ã·ã¹ãã éã®é£æºãã¹ããšæ§èœæ€èšŒã®å®æœ
æ¢åã·ã¹ãã ãšCDPãåæ»ã«é£æºãããããšã§ãããŒã¿ã®æŽ»çšç¯å²ãåºãããæ¥åå¹çåããµãŒãã¹å質ã®åäžã«ã€ãªãããŸããäžæ¹ã§ãã·ã¹ãã éã®è€éæ§ãå¢ããããããŒã¿æŽåæ§ã®ç¢ºä¿ãã·ã¹ãã éçšè² è·ãžã®å¯Ÿå¿ã課é¡ãšãªããŸãã
å°å ¥ããã»ã¹ãšããŒã ãã«ãã£ã³ã°
CDPã®å°å ¥ã¯ãåãªãã·ã¹ãã å°å ¥ã§ã¯ãªããçµç¹å šäœã®ããŒã¿æŽ»çšæåã®éžæãšäžäœã§é²ããå¿ èŠããããŸãããã®ããã«ã¯ã以äžã®ãããªããã»ã¹ãšããŒã ãã«ãã£ã³ã°ãéèŠã§ãã
- çµå¶å±€ãå«ããé¢ä¿éšéã®å·»ã蟌ã¿ãšããžã§ã³å ±æ
- ããŒã¿æŽ»çšã®ããã®çµç¹äœå¶ã®æŽåïŒããŒã¿æŽ»çšå°ééšéã®èšçœ®ãªã©ïŒ
- ããŒã¿ãµã€ãšã³ãã£ã¹ãããšã³ãžãã¢ãªã©å°é人æã®ç¢ºä¿ã»è²æ
- å šç€ŸçãªããŒã¿ãªãã©ã·ãŒåäžã®ããã®æè²ã»ç ä¿®ã®å®æœ
CDPã®å°å ¥ã¯ãããŒã±ãã£ã³ã°ãå¶æ¥ã顧客ãµãŒãã¹ãªã©æ§ã ãªéšéã«é¢ããåãçµã¿ã§ããé¢ä¿éšéãé£æºããããžã¿ã«äººæãè²æããªããã段éçã«å°å ¥ãé²ããŠããããšãèèŠã§ãã
ãŸããå€éšããŒãããŒã®æŽ»çšãæ€èšã«å€ããŸããCDPã«é¢ããç¥èŠãããŠããŠãæã€ã³ã³ãµã«ãã£ã³ã°äŒç€Ÿããã³ããŒãšã®åæ¥ã«ãããã¹ã ãŒãºãªå°å ¥ãšéçšäœå¶ã®æŽåãæåŸ ã§ããŸãã
é»åæ¥çã«ãããCDPã®å°å ¥ã¯ãããŒã¿ã¬ããã³ã¹ãæ¢åã·ã¹ãã ãšã®é£æºãçµç¹çãªåãçµã¿ãªã©ãå€å²ã«ãããçæç¹ããããŸãããããã®èª²é¡ã«çå®ã«å¯Ÿå¿ããªããã顧客ããŒã¿ã®æŠç¥ç掻çšãæšé²ããããšããé»åäŒç€Ÿã®ç«¶äºå匷åã«ã€ãªããã§ããããCDPã¯é»åæ¥çã®DXãå éããéèŠãªåºç€ã§ããããã®æåŠãäŒæ¥ã®å°æ¥ãå·Šå³ãããšèšã£ãŠãéèšã§ã¯ãããŸããã
ãŸãšã
é»åæ¥çã§ã¯ãèªç±åã«ãã競äºæ¿åãèæ¯ã«ã顧客æºè¶³åºŠã®åäžãããŒã±ãã£ã³ã°å¹æã®æ¹åãæ¥åãšãªã£ãŠããŸãããããªäžãCDPã泚ç®ãéããŠããŸããCDPãå°å ¥ããããšã§ã顧客ããŒã¿ãäžå 管çããã»ã°ã¡ã³ããŒã·ã§ã³ãããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ãå¯èœã«ãªããŸãã顧客ç解ã®æ·±åãæ°ãµãŒãã¹éçºãªã©ãæ§ã ãªã¡ãªãããæåŸ ã§ããŸããäžæ¹ã§ãããŒã¿ã¬ããã³ã¹ãã»ãã¥ãªãã£ç¢ºä¿ãæ¢åã·ã¹ãã ãšã®é£æºãªã©ãå°å ¥æã®çæç¹ã«ãé æ ®ãå¿ èŠã§ããé»åæ¥çãCDPãæŠç¥çã«æŽ»çšãã顧客起ç¹ã®çµå¶ãå®è·µããããšã§ã競äºåã®åäžãšæç¶çãªæé·ãå®çŸã§ããã§ãããã