1. æ°åããããªãŒã©ã³ã¹ã«ãªãã¡ãªãã
ä»ãŸãã«æ°ç€ŸäŒäººã®çãããããªãŒã©ã³ã¹ã®ä»äºã«èå³ã¯ãããŸããïŒæ¢åã®åãæ¹ãšã¯äžç·ãç»ãããªãŒã©ã³ã¹ã®éã«ã¯ãæ³å以äžã®ã¡ãªãããååšããŸããããã§ã¯ãæ°åããããªãŒã©ã³ã¹ã«ãªãã¡ãªãããããã€ã玹ä»ããŸãããã
1.1 å€æ§ãªãããžã§ã¯ããžã®é¢äž
ããªãŒã©ã³ã¹ãšããŠåããšãæ§ã ãªã¯ã©ã€ã¢ã³ããšã®åºäŒããå€çš®å€æ§ãªãããžã§ã¯ããžã®åå ãå¯èœãšãªããŸããããã¯ããªãŒã©ã³ã¹ãªãã§ã¯ã®ã¡ãªããã§ã倧æäŒæ¥ãã¹ã¿ãŒãã¢ããã«æå±ããŠããéã«ã¯åŸãããªãçµéšãç©ãããšãã§ããŸãã
å€æ§ãªãããžã§ã¯ãã«æºããããšã§ãããžãã¹ã®éããæ¥çã®éããèã§æããªããåŠã¶ããšãã§ããŸããããã¯äžè¬çãªäŒç€Ÿå¡ã§ã¯ãåŸãããªãçµéšã§ãããã
ãŸããããŸããŸãªãããžã§ã¯ãã«é¢äžããããšã§ãèªãã®èŠéãåºããããšãã§ãããã£ãªã¢ã¢ããã®å¯èœæ§ãæŽã«åºããããšãã§ããŸãã
1.2 ä»äºã®èªç±åºŠ
ããªãŒã©ã³ã¹ã¯æéãå Žæãèªç±ã§ãèªåã®å¥œããªæéã«å¥œããªå Žæã§åãããšãã§ããŸããããã¯äžè¬çãªäŒç€Ÿå¡ã§ã¯é£ããããšã§ãããã
äœæ¥ã®ããŒã¹ãèªåã§æ±ºããä»äºã®å Žæãæéãèªç±ã«èšå®ã§ããã®ã§ããããèªå·±ç®¡çèœåãæ±ãããããšãããŸãã
ããã«ãèªåã®æèŠãèªç±ã«è¡šçŸããæ°ããªã¢ã€ãã¢ãèªç±ã«åµé ããããšãå¯èœã§ãã
1.3 é«åå ¥ã®å¯èœæ§
ããªãŒã©ã³ã¹ãšãªããšãèªåã®ã¹ãã«ãçµéšã«ãã£ãŠå ±é ¬ã決ããããšãå¯èœã§ããã€ãŸããã¹ãã«ãçµéšã®ã¬ãã«ãé«ããã°é«ãã»ã©ãåå ¥ãå¢ããå¯èœæ§ããããŸãã
é«ãã¹ãã«ãæã£ãããªãŒã©ã³ã¹ã¯ãäžè¬çãªäŒç€Ÿå¡ã®åå ¥ã倧ããäžåãããšããããŸãã
èªå·±ç®¡çèœåãé«ããå°éã¹ãã«ã匷åããèªåã«ãšã£ãŠæé©ãªããªãŒã©ã³ã¹ã©ã€ããéããããšã§é«åå ¥ãåŸãããšãå¯èœãšãªãããã§ãã
1.4 ã¹ãã«ã¢ããã®æ©é
ããªãŒã©ã³ã¹ãªãã§ã¯ã®ã¡ãªããã¯ãå€æ§ãªçµéšãéããŠã¹ãã«ãçæéã§åäžãããããšãã§ããç¹ã«ãããŸãã
äžè¬ã®äŒç€Ÿå¡ã§ã¯åŸãããªãå€æ§ãªçµéšãéããŠãæ¥éã«èªå·±æ¹åã»ã¹ãã«ã¢ãããå¯èœã§ããããŸãã«ã¹ãã«ã¢ããã®æéã«ãŒãã§ãããšèšããŸãã
ç¹å®ã®åéã«ç²ŸéããŠããããšã§ããã®åéã®ãšãã¹ããŒããšãªããæŽã«é«é¡ãªå ±é ¬ãåŸãããšãå¯èœã«ãªããŸãã
2. æ°åããããªãŒã©ã³ã¹ã«ãªããã¡ãªãã
ããªãŒã©ã³ã¹ãšããåãæ¹ã¯èªç±ãããã¬ãã·ãã«ããé åã§ããããããã«ã¯ãªã¹ã¯ã䌎ããŸããæ°åã®ããªãŒã©ã³ãµãŒã¯ãããã®ãã¡ãªãããååã«ç解ãã察çãæã£ãŠããããšãéåžžã«éèŠã§ãã
2.1 èªåã§ã®äºæ¥ç®¡ç
ããªãŒã©ã³ã¹ã¯èªèº«ãäºæ¥äž»ã§ããããšãæå³ããŸããããã¯ãããªãèªèº«ã§çµå¶çãªèŠç¹ããèªåã®æ¥åã管çããå¿ èŠãããããšãæå³ããŸããèªåã§çšéãæžé¡ãåŠçããããèªåèªèº«ã®ããŒã±ãã£ã³ã°ãæ åœãããããããšã¯ã倧ããªè² æ ãšãªããŸãããŸããç¡çã«ãã¹ãŠãäžäººã§è¡ããšãæ¬æ¥ã®ã¹ãã«ãåŸæåéã«éäžããæéã奪ãããå¯èœæ§ããããŸãã
2.2 åå ¥ã®å®å®æ§
ããªãŒã©ã³ã¹ã¯ããžãã¹è¡°éãã¯ã©ã€ã¢ã³ãããã®ä»äºã®ãã©ã€ããéžå€±çã«ãã£ãŠåå ¥ãå®å®ããªãå¯èœæ§ããããŸããããªãŒã©ã³ã¹ã«ãªããšãå®æçãªåå ¥ãä¿èšŒãããŸãããããã¯ãç¹ã«å€§ããªåºè²»ãå°æ¥ã®èšç»ãç«ãŠãæã«é£ããããããããŸãã
2.3 ä¿éºã»éè·éã®èªå·±è² æ
瀟äŒä¿éºãéçšä¿éºãéè·éãªã©ã¯éåžžãäŒæ¥ãäžéšãŸãã¯å šé¡ãè² æ ããŸãããããªãŒã©ã³ã¹ã®å Žåã¯ããããèªåã§çšæããå¿ èŠããããŸãããã®æç¶ãã¯è€éã§ããŸãçµæžé¢ã§ã倧ããªè² æ ãæããããšããããŸãã
2.4 æ¥åç²åŸã®å°é£ã
åå¿è ã®ããªãŒã©ã³ã¹ã¯ç¹ã«ãæ¥åã確ä¿ããã®ãé£ããããšããããŸããã¯ã©ã€ã¢ã³ãç²åŸã¯æéãšåŽåãå¿ èŠãšããå°éæ§ãšä¿¡é Œæ§ã蚌æããªããã°ãªããŸããããŸããèªèº«ã®ã¹ãã«ãåžå ŽäŸ¡å€ã®ãã圢ã§æäŸããæ¹æ³ãèŠã€ããããšãæ±ããããŸããåŒãç¶ãé«å質ãªä»äºãæäŸãã€ã€ãèªåèªèº«ã®ããŒã±ãã£ã³ã°ã«ãåãçµãå¿ èŠããããŸãã
3. ããªãŒã©ã³ã¹ãšããŠæåããããã®ã¹ãã«
ããªãŒã©ã³ã¹ãšããŠã®æåã¯ãç¹å®ã®ã¹ãã«ã»ããã磚ãããšã§å©ããããŸãã以äžã«æããïŒã€ã®äž»èŠãªã¹ãã«ãç解ããç¿åŸããããšã§æ°åããªãŒã©ã³ã¹ãã¹ã ãŒãºã«ã¹ã¿ãŒããããæå©ããšãªããŸãã
ãããã®ã¹ãã«ã¯ããªãŒã©ã³ã¹ã®ææã倧ããå·Šå³ãããããç¥èãæè¡ãæ·±ããããšãéèŠãšãªããŸãããããã®ã¹ãã«ã¯ãããžã§ã¯ããé©åã«ç®¡çããã客æ§ã«å¯ŸããŠäŸ¡å€ãæäŸããããã®åºç€ã圢æããŸãã
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3.1 çµå¶ç¥è
æåããããªãŒã©ã³ãµãŒã«ãªãããã«ã¯ãèªèº«ã®ããžãã¹ãèªå·±ç®¡çããèœåãå¿ èŠã§ããçµå¶ç¥èãšãããšé£ãããã«æããŸãããåºæ¬çãªçµçãå¶æ¥ããªã¹ã¯ç®¡çãªã©ãç解ããããšã¯éèŠã§ãã
èªåèªèº«ãäºæ¥äž»ã§ãããšããèªèã«åºã¥ããé©åãªå ±é ¬èšå®ãçšéã®ç®¡çãæé管çãªã©ãåŠã³ãŸãããããŸãé·æçãªããžãã¹èšç»ãäœæããããã«åŸã£ãŠè¡åããããšãéèŠãšãªããŸãã
çµå¶ç¥èãåŸãããã«ã¯ãæžç±ãèªãããªã³ã©ã€ã³ã³ãŒã¹ãåè¬ãããä»ã®æåããããªãŒã©ã³ãµãŒããã¢ããã€ã¹ãåŸããªã©ãæå¹ã§ãã
3.2 ã³ãã¥ãã±ãŒã·ã§ã³èœå
ããªãŒã©ã³ã¹ãšããŠæåããããã«ã¯ã顧客ãšé©åã«ã³ãã¥ãã±ãŒã·ã§ã³ãåãèœåãæ±ããããŸããå¹ççã§é«å質ãªã³ãã¥ãã±ãŒã·ã§ã³ã¯ã顧客ã®ããŒãºãç解ããããã«å¿ããããã«äžå¯æ¬ ã§ãã
è¯å¥œãªã³ãã¥ãã±ãŒã·ã§ã³ã¯ä¿¡é Œé¢ä¿ãæ§ç¯ãã顧客æºè¶³åºŠãåäžãããç¶ç¶çãªããžãã¹ã®æ©äŒãçãå¯èœæ§ããããŸããèšèãéããŠæåŸ å€ãæ確ã«ãã課é¡ã解決ããããã®ã¢ã€ãã¢ãæäŸããŸãããã
EmailããããªäŒè°ãªã©ãæ§ã ãªã³ãã¥ãã±ãŒã·ã§ã³ããŒã«ãçšããŠå¹æçãªã³ãã¥ãã±ãŒã·ã§ã³ãè¡ãã¹ãã«ãå¿ èŠã§ãã
3.3 å°éæè¡
ããªãŒã©ã³ã¹ãšããŠã®çæ³çãªåãæ¹ãè¿œæ±ããããã«ã¯ãããªãã®å°éæè¡ãéèŠãªèŠçŽ ãšãªããŸãããããžã§ã¯ãã®éèŠãåžå Žã®ååã«å¿ããŠãæè¡ãé次ã¢ããããŒãããŠããããšãæ±ããããŸãã
ç¹å®ã®æè¡ã¹ãã«ã«ç£šããæããããšã§ã競äºåªäœæ§ãåŸãããšãåºæ¥ãŸãããŸãæ¥çã®ææ°ãã¬ã³ãã«ææã§ããããšãæ±ããããŸããããã«ãã£ãŠé¡§å®¢ã«å¯ŸããŠæè¯ã®ãœãªã¥ãŒã·ã§ã³ãæäŸã§ããŸãã
é¢é£ãããããã§ãã·ã§ãã«èšŒæããã¬ãŒãã³ã°ã³ãŒã¹ãã»ãããŒãªã©ãå©çšããå°éæè¡ãç¶æã»åäžãããããšãæšå¥šãããŸãã
3.4 ããŒã±ãã£ã³ã°ã¹ãã«
ããªãŒã©ã³ãµãŒãšããŠã®æåã«ã¯ãèªåèªèº«ãèªåã®ãµãŒãã¹ã売ã蟌ãããã®ããŒã±ãã£ã³ã°ã¹ãã«ãå¿ èŠã§ããããã«ã¯ããã©ã³ãã£ã³ã°ãããžã¿ã«ããŒã±ãã£ã³ã°ããœãŒã·ã£ã«ã¡ãã£ã¢ãããžã¡ã³ããªã©ãå«ãŸããŸãã
èªèº«ã®ã¹ãã«ãçµéšãå¹æçã«ã¢ããŒã«ãã顧客ã®æ³šæãåŒãããšãã§ããã¯ãªãšã€ãã£ããªããŒã±ãã£ã³ã°æŠç¥ãæ±ããããŸãããŸããæœåšçãªé¡§å®¢ã«å¯ŸããŠãµãŒãã¹ã®äŸ¡å€ãäŒããèœåãå¿ èŠãšãªããŸãã
ããŒã±ãã£ã³ã°ã¹ãã«ã磚ãããã«ã¯ãå®éã«å®£äŒæŽ»åãè¡ãã»ãããªã³ã©ã€ã³ã³ãŒã¹ãã»ãããŒã掻çšãããªã©ããŠç¥èãæ·±ããããšãæå¹ã§ãã
4. ããªãŒã©ã³ã¹ã«ãªãããã«å¿ èŠãªæºå
ããã§ã¯ãæ°åããããªãŒã©ã³ã¹ã«ãªãããã«å¿ èŠãªæºåã«ã€ããŠè©³ããèŠãŠãããŸããçšéã»ä¿éºãããžãã¹ã¢ãã«ã®æ§ç¯ããããã¯ãŒãã³ã°ãèªå·±PRã®åŒ·åã®é ã«æºåãé²ããŠãããŸãããã
ãããã®é ç®ããã£ãããšç解ããæºåãè¡ãããšã§ããªãŒã©ã³ã¹ãšããŠã®åºç€ãäœãããå®å®ãããã£ãªã¢ãç¯ãããšãå¯èœã«ãªããŸãã
次ã«ããããã®é ç®ã詳ããèŠãŠãããŸãããã
4.1 çšéã»ä¿éºã«ã€ããŠç¥ã
ããªãŒã©ã³ã¹ã«ãªããšãçšéãä¿éºã«ã€ããŠèªå·±ç®¡çããå¿ èŠãåºãŠããŸããå人äºæ¥äž»ãšããŠã®æåŸçšãæ¶è²»çšãå¥åº·ä¿éºã®ããã¿ãç解ããŸãããã
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ãããã®ç¥èã¯å¿ é ã®ãããæ©ã段éã§å匷ããŠããããšãããããããŸãã
4.2 ããžãã¹ã¢ãã«ã®æ§ç¯
ããžãã¹ã¢ãã«ãšã¯ãèªåã®ã¹ãã«ãã©ã®ããã«æŽ»çšããŠåçãåŸãã®ããå ·çŸåãããã®ã§ããèªåã®åŒ·ã¿ãšåžå Žã®ããŒãºãããããããŠãããžãã¹ã¢ãã«ãäœããŸãããã
ãã®ããã«ã¯ãèªåã®åŒ·ã¿ãç解ãããããã©ã®æ¥çã§æ±ããããã®ã調æ»ããããšãéèŠã§ãã
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4.3 ãããã¯ãŒãã³ã°
æ°åããªãŒã©ã³ã¹ã¯ãããžãã¹ããŒãããŒãã¯ã©ã€ã¢ã³ããšã®ãããã¯ãŒãã³ã°ãéèŠã«ãªããŸããããã«å ±é ¬ã«ã€ãªãããªããŠãã人ã ãšã®ã€ãªããã¯ééããªã䟡å€ããããŸãã
ãªã³ã©ã€ã³ããªã¢ã«ã®ã€ãã³ãã«åå ããèªå·±çŽ¹ä»ãèªåã®ã¹ãã«ãäŒããããšã§ãæ°ããªæ©äŒãã€ããããšãã§ããŸãã
ãŸããSNSã䜿ã£ãŠæ å ±çºä¿¡ãè¡ãããšãæå¹ãªæ段ã®äžã€ã§ããåžžã«ã¢ã¯ãã£ãã«åãã人ã ãšã€ãªããããšãå¿æããŠãã ããã
4.4 èªå·±PRã®åŒ·å
èªå·±PRã¯ãããªãŒã©ã³ã¹ãšããŠæŽ»åããäžã§éåžžã«éèŠãªã¹ãã«ã§ããããªãã®ã¹ãã«ãçµéšãææç©ãã©ã®çšåºŠã®ãã®ãããä»äººã«äŒããããšãã§ããªããã°ãããžãã¹ãã£ã³ã¹ãåŸãããŸããã
èªå·±PRã®ããã®ããŒã«ãšããŠãããŒããã©ãªãªããŠã§ããµã€ããããã°ãªã©ã掻çšãããšè¯ãã§ãããããããã®ããŒã«ãéããŠãããªããæäŸã§ãã䟡å€ãèŠããåããŸãããã
ãŸããèªå·±PRã«ã¯æåžžçãªåªåãå¿ èŠã§ããèªèº«ã®ã¹ãã«ãçµéšãåžžã«ã¢ããããŒããããããå¹æçã«äŒããèœåãè²ãŠãŠããã°ããã倧ããªããžãã¹ãã£ã³ã¹ãåŒãå¯ããããã§ãããã
5. æ°åããããªãŒã©ã³ã¹ãŸã§ã®ã¹ããã
æ°åã§å°±è·æŽ»åãè¡ãéãäžè¬çã«ã¯æ£ç€Ÿå¡ãç®æããã¿ãŒã³ãäž»æµããšæããŸããããããæè¿ã§ã¯éã«æ°åã§ããªãŒã©ã³ã¹ãç®æã人ãå°ãªããããŸãããããã§ã¯ãå ·äœçã«æ°åããããªãŒã©ã³ã¹ãžãšé²ãæ¹æ³ãé ãè¿œã£ãŠèª¬æããŸãã
ãŸãæåã«ç¥ã£ãŠããã¹ãããšã¯ãããªãŒã©ã³ã¹ãžã®éã¯äžæ©èžã¿åºãã ãã§ãªããèªåèªèº«ã§èããè¡åããèªå·±è²¬ä»»ãæããããšãèŠæ±ããããšããããšã§ãã
ã§ã¯ãå ·äœçãªã¹ãããã«ã€ããŠèŠãŠãããŸãããã
5.1 ç®æãããªãŒã©ã³ã¹åã®æ確å
ããªãŒã©ã³ã¹ãšããŠæåããããã«ã¯ããŸãã¯èªåãäœã売ãã«ããã®ããäœãæäŸããã®ããæ確ã«ããããšã倧åã§ãã
ç®æãããªãŒã©ã³ã¹åã®æ確åã¯ããµãŒãã¹ã®è³ªåäžãããžãã¹ãã£ã³ã¹ã®æ¡å€§ãªã©ãæ§ã ãªé¢ã§ãã©ã¹ã®åœ±é¿ããããããŸãã
äŸãã°ãèªåã®åŸæãªã¹ãã«ãå°éç¥èãäœããã©ã®ãããªã¯ã©ã€ã¢ã³ãã察象ã«ãããã®ããèªåã®åŒ·ã¿ã匱ã¿ã¯äœããªã©ãèªåèªèº«ã®ããžãã¹ã«ã€ããŠæ·±å ããè¡ãªããšè¯ãã§ãããã
5.2 ã¹ãã«ç¿åŸã»å®çžŸäœã
ããªãŒã©ã³ã¹ãšããŠå£²ãåºãããã«ã¯ãäœãããã®ã¹ãã«ãæã£ãŠããããšãåæãšãªããŸããç¹å®ã®é åã«ãããé«åºŠãªã¹ãã«ãæã€ããšã§ãä»è ãšå·®å¥åãããããªããŸãã
ããã¯åã«æè¡çãªã¹ãã«ã ãã§ãªãã亀æžåããããžã§ã¯ã管çèœåãã³ãã¥ãã±ãŒã·ã§ã³èœåãªã©ãå«ãŸããŸãã
ãŸããèªèº«ã®ã¹ãã«ã蚌æããããã«ã¯ãå®çžŸããªããã°è©äŸ¡ãããŸãããæªçµéšããã§ãå§ãããããããå°ããªæ¡ä»¶ãã察å¿ããåŸã ã«å®çžŸãç©ã¿äžããŠããããšãéèŠã§ãã
5.3 ããªãŒã©ã³ã¹ç»é²ãµã€ããžã®ç»é²
ããããªãŒã©ã³ã¹ãšããŠæŽ»åããããã«ã¯ãèªåã®ã¹ãã«ããµãŒãã¹ãã¢ããŒã«ã§ããå Žæãå¿ èŠã§ãã
ããªãŒã©ã³ã¹ç»é²ãµã€ãã¯ãèªåã®ãããã£ãŒã«ãã¹ãã«ãæ²èŒããæ±äººæ å ±ãé²èŠ§ã§ããã¹ããŒã¹ãæäŸããŸãã
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5.4 å®éã«ããªãŒã©ã³ã¹ãšããŠåã
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6. æ°åããªãŒã©ã³ã¹ã®æåäºäŸ
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6.1 ITãšã³ãžãã¢ã®äŸ
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6.2 ã°ã©ãã£ãã¯ãã¶ã€ããŒã®äŸ
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6.3 ã³ã³ãµã«ã¿ã³ãã®äŸ
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6.4 ããã¬ãŒã®äŸ
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