ä»æ¥ã®ç«¶äºã®æ¿ããå°å£²æ¥çã§ã¯ãé©åãªã¢ããªããŒã±ãã£ã³ã°æŠç¥ãæ¥çžŸãå·Šå³ããŸããããžã¿ã«åããã顧客äœéšãæäŸããããšã®éèŠæ§ãå¢ãäžãå°å£²æ¥ãæ ãçæ§ãžãã¢ããªãæ倧éã«æŽ»çšããããã®å ·äœçãªææ³ã«ã€ããŠãŸãšããŸããããã®ã¬ã€ãã¯ãã¢ããªããŒã±ãã£ã³ã°ã®åºæ¬ããã顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžãã¢ããªã®å¯èŠæ§åäžã®ããã®æŠç¥ããããŠããŒã¿åæã掻çšããããŒã±ãã£ã³ã°ã®æé©åã«è³ããŸã§ã®å šå·¥çšãã«ããŒããŠããŸãããŸãããªã ããã£ãã«æŠç¥ãæŠç¥çããŒãããŒã·ãããšãã£ãå é²çãªåãçµã¿ã解説ããŠããŸãã®ã§ãããããå°å£²æ¥ã®ããã®ã¢ããªããŒã±ãã£ã³ã°æŠç¥ã®åºç€ãç¯ããæç¶å¯èœãªæé·ãç®æããŸãããã
å°å£²æ¥ã®ããžã¿ã«å€é©ïŒã¢ããªããŒã±ãã£ã³ã°ã®éèŠæ§
ãã¯ãããžãŒãé²åããäžã§ãå°å£²æ¥çã¯ããžã¿ã«åãé¿ããŠã¯éããªãéãžãšçªå ¥ããŠããŸããã¢ããªããŒã±ãã£ã³ã°ã¯ãã®å€é©ã®å 端ãè¡ãæŠç¥ã®äžã€ã§ãã顧客ã«çŽæ¥ãªãŒããããšã³ã²ãŒãžã¡ã³ããé«ãããã®ææ³ã¯ãä»ãå°å£²æ¥ã§ç«¶äºåªäœæ§ã確ç«ããããã«äžå¯æ¬ ãªèŠçŽ ãšãªã£ãŠããŸãã
ãã®èšäºã§ã¯ãå°å£²æ¥çã®ããã®ã¢ããªããŒã±ãã£ã³ã°æŠç¥ã«çŠç¹ãåœãŠãã©ã®ããã«ããŠãããæé©åãå¹æçã«éçšãããã«ã€ããŠè©³ãã解説ããŸãã
ç§ãã¡ãæäŸããã€ã³ãµã€ããéããŠãããªãã®ããžãã¹ãæŽã«é¡§å®¢ããŒãºã«åãããŠæé·ããç¹æ ããæå©ããããããšãç®æããŸãã
ããžã¿ã«æ代ã®å°å£²æ¥ã®åå
ããžã¿ã«æè¡ã¯å°å£²æ¥çã«æ°ããªæ¶è²»è äœéšããããããŠããŸãããªã³ã©ã€ã³ã·ã§ããã³ã°ã®æ®åã«ããã顧客ã¯ãã¯ãç©ççãªåºèã«è¶³ãéã¶å¿ èŠããªããã©ãããã§ãååãè³Œå ¥ããããšãå¯èœã«ãªããŸãããããããããã ãã§æºè¶³ããŠãã顧客ã¯å°ãªããããããŒãœãã©ã€ãºããããµãŒãã¹ãæ±ããŠããŸãã
ãã®éèŠã«å¿ããããã«ã¯ãå°å£²æ¥è ãããžã¿ã«æ¹é¢ã®åãçµã¿ã匷åããããšãæ±ããããŸããç¹ã«ã¹ããŒããã©ã³ã¢ããªã®å°å ¥ã¯ã顧客ã«ãšã£ãŠã®å©äŸ¿æ§ãå€§å¹ ã«åäžããããšãšãã«ãå°å£²æ¥è ã«ãšã£ãŠæçšãªé¡§å®¢ããŒã¿ãåéããæ©äŒãæäŸããŠãããŸãã
å ããŠã顧客ã¯äŸ¡å€ãæããã€ã³ã¿ã©ã¯ãã£ããªäœéšã奜ãåŸåã«ãããããããžã¿ã«ãã©ãããã©ãŒã ã®çºéã¯å°å£²æ¥è ã«ãšã£ãŠæŠç¥çãªå®£äŒããŒã«ãšããŠãæ©èœããŸãã
ã¢ããªããŒã±ãã£ã³ã°ãšã¯ïŒ
ã¢ããªããŒã±ãã£ã³ã°ãšã¯ãã¹ããŒããã©ã³ãã¿ãã¬ãããªã©ã®ã¢ãã€ã«ããã€ã¹ã察象ãšããããŒã±ãã£ã³ã°æŽ»åå šè¬ãæããŸãããã®ã¢ãããŒãã§ã¯ãå°çšã®ã¢ããªã±ãŒã·ã§ã³ãéããŠé¡§å®¢ãšçŽæ¥ã³ãã¥ãã±ãŒã·ã§ã³ãåãããšãéèŠãšãããŠããŸãã
ã¢ããªã䜿çšããããšã§ã顧客ã¯ç°¡åãã€è¿ éã«è£œåæ å ±ãåŸããã賌買ãè¡ã£ããããããšãå¯èœã§ãããŸããã¢ããªã¯ããã·ã¥éç¥ãéããŠãç¹å¥ãªãã¡ãŒãå²åŒãªã©ã®æ å ±ãã¿ã€ã ãªãŒã«æäŸããããšãã§ãã顧客ã®å¿ èª å¿ãé«ããå¹æçãªããŒã«ã§ãã
ã¢ããªããŒã±ãã£ã³ã°ã¯é¡§å®¢ã®è¡åããŒã¿ã掻çšããç¹ã§ã䟡å€ããããŸãã顧客ã®è³Œè²·åŸåãã¢ããªå©çšç¶æ³ããæŽå¯ãåŸãŠãããããŒãœãã©ã€ãºãããããŒã±ãã£ã³ã°ãå®æœããããšãã§ããŸãã
å°å£²æ¥ã«ãããã¢ããªããŒã±ãã£ã³ã°ã®ã¡ãªãã
å°å£²æ¥è ãã¢ããªããŒã±ãã£ã³ã°ãæ¡çšããæ倧ã®ã¡ãªããã¯ã匷åããã顧客ãšã³ã²ãŒãžã¡ã³ãã§ããã¢ããªãä»ããŠãã¬ãã¥ãŒãç°¡åã«å ±æããããå人ã«è£œåãæšèŠãããããããšãã§ããããã顧客ãšã®é¢ä¿ã¯ããæ·±ããã®ãšãªããŸãã
ãŸããã¢ããªã¯é¡§å®¢ã«ãšã£ãŠã®å¿ èª å¿ãç¯ãåºç€ãšãªãåŸãŸããäŒå¡ããã°ã©ã ãéããŠãã€ã³ãããªã¯ãŒããæäŸããããšã§ããªããŒã¿ãŒãå¢ãããé·æçãªé¡§å®¢äŸ¡å€ãçã¿åºãããããªããŸãã
ããã«ãã¢ããªã¯ãªã ããã£ãã«æŠç¥ã®æ žãšããŠæ©èœããŸãããªãã©ã€ã³åºèããªã³ã©ã€ã³ã¹ãã¢ããœãŒã·ã£ã«ã¡ãã£ã¢ãªã©ãæ§ã ãªè²©è·¯ãçµã¿åãããããšã§ã顧客ã®ã·ã§ããã³ã°äœéšãåäžããããã®çµæã売äžã䌞ã°ãããšã«è²¢ç®ããŸãã
ã¢ããªå°å ¥äŒæ¥ã®æåèŠå
æåããŠããã¢ããªå°å ¥äŒæ¥ã«ã¯å ±éããèŠå ãããã€ããããŸããæãéèŠãªã®ã¯ã顧客äœéšã®æé©åã§ããã¢ããªãã¹ã ãŒãºã«åäœããçŽæçãªãŠãŒã¶ãŒã€ã³ã¿ãŒãã§ãŒã¹ãåããŠããããšãå¿ èŠäžå¯æ¬ ã§ãã
次ã«ãããŒã±ãã£ã³ã°ã¡ãã»ãŒãžã®ã¿ãŒã²ããåãæããããŸããã¢ããªãéããŠåŸãããããŒã¿ã掻çšããŠã顧客ã«é©ããã³ã³ãã³ããé ä¿¡ããããšã§ãããé«ããšã³ã²ãŒãžã¡ã³ããšã³ã³ããŒãžã§ã³ãéæããŸãã
æåŸã«ãã¢ããªã¯åžžã«æŽæ°ãããæ°æ©èœãè¿œå ãããã¹ãã§ããåžå Žã®ãã¬ã³ãã«å¿ããæ©èœã®ã¢ããããŒããã»ãã¥ãªãã£åäžãªã©ãç¶ç·Žçãªé²åãç¶ç¶ãã顧客ã®ä¿¡é Œãšããžãã¹ã®æé·ãæ¯ããæºæ³ãšãªããŸãã
顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžïŒã¢ããªãéããäœéšã®æäŸ
å°å£²æ¥çã«ãããŠé¡§å®¢ãšã³ã²ãŒãžã¡ã³ããåäžãããããã«ã¯ãã¢ããªãéããŠãŠããŒã¯ã§é åçãªäœéšãæäŸããããšãéèŠã§ããã¢ããªãå©çšãã顧客ã«å¯ŸããŠããã 補åã販売ããã®ã§ã¯ãªãã䟡å€ãå ãããšã¯ã¹ããªãšã³ã¹ãæäŸããããšã§ããã©ã³ããã€ã€ã«ãã£ãè²æãããªããŒãè³Œå ¥ã«ç¹ããããšãã§ããŸãã
ã¢ããªã掻çšãã顧客äœéšã®åŒ·åã¯ãæ°èŠé¡§å®¢ã®ç²åŸã«ãå¯äžããŸããå£ã³ããSNSãéããå¹æçãªå®£äŒã«ç¹ããã ãã§ãªããå©äŸ¿æ§ã楜ãããæäŸããããšã§ã競åä»ç€Ÿãšã®å·®å¥åãå³ãããšãå¯èœãšãªããŸããã¢ããªå ã§æäŸããã³ã³ãã³ããæ©èœã¯ã顧客ã«å¿ããããªãçµéšãæäŸããããç¹°ãè¿ãæ±ããããéµã§ãã
ã§ã¯ãã©ã®ããã«ãã®ãšã³ã²ãŒãžã¡ã³ããå ·äœçã«é«ããããšãã§ããã®ã§ããããïŒæ¬¡ã®ã»ã¯ã·ã§ã³ã§ã¯ãå ·äœçãªã¢ããªããŒã±ãã£ã³ã°æŠç¥ãæãäžããŠãããŸãã
ããŒãœãã©ã€ãºæŠç¥ã®å±é
å¹æçãªããŒãœãã©ã€ãºæŠç¥ãçšããŠã顧客äžäººã²ãšãã«åãããäœéšãæäŸããããšãã§ããŸããããŒã¿åæã掻çšããŠé¡§å®¢ã®è³Œè²·è¡åãå奜ãç解ãã圌ãã«åããã補åæšèŠãã³ã³ãã³ããæäŸããããšãäžå¯æ¬ ã§ãã
ããŒãœãã©ã€ãºã¯ã顧客ãèªåã®ããšãç解ããŠããããŠãããšæããéèŠãªãã€ã³ãã§ããã¢ããªã䜿çšããŠããæã®ã«ã¹ã¿ãã€ãºãããããã·ã¥éç¥ãå人ã«åãããç¹å¥ãªãã¡ãŒã¯ã顧客äœéšãåäžãããã ãã§ãªãã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã匷åããŸãã
ããŒãœãã©ã€ãºããããªãã¡ãŒã¯é¡§å®¢ã®æ³å®å ã®è¡åãä¿ãã圌ãã®æåŸ ã«å¿ãããšåæã«ã賌買æ欲ãåºæ¿ããŸããããã¯æé·ãç®æãå°å£²æ¥è ã«ãšã£ãŠãæ¬ ãããªãæŠç¥ã®äžã€ãšãªã£ãŠããŸãã
ãªã¢ã«ã¿ã€ã ããã¢ãŒã·ã§ã³ã®æŽ»çš
ãªã¢ã«ã¿ã€ã ããã¢ãŒã·ã§ã³ãéããŠã顧客ã®ã¢ããªå ã§ã®è¡åãå³åº§ã«æããã¿ã€ã ãªãŒãªæ å ±ãæäŸããããšãå¯èœã§ãã顧客ãã¢ããªãéããç¬éã«ãææ°ã®ã»ãŒã«æ å ±ãéå®ã¯ãŒãã³ãæäŸããããšã§é¢å¿ãåŒããŸãã
ãªã¢ã«ã¿ã€ã ã®ããã¢ãŒã·ã§ã³ã¯é¡§å®¢ã®è³Œè²·æ欲ãç¬éçã«é«ããããšãã§ãããã®ç¬éã®è¡åè²·ãã«ã€ãªããããšããããŸããåºèã蚪ããéã«ã¢ããªã掻çšããããšã§ãçŸå Žã§ã®ç¹å¥ãªå²åŒãããã¢ãŒã·ã§ã³ãå¯èœã«ãªããŸãã
å ããŠã顧客ã®äœçœ®æ å ±ã掻çšããããšã§ã圌ããè¿ãã®åºèã«ããæã«ç¹å¥ãªãªãã¡ãŒãéã£ãããéå»ã®è³Œå ¥å±¥æŽããé¢é£ããããã¢ãŒã·ã§ã³ãè¡ã£ããããããšãã§ããŸãããã®ãããªãªã¢ã«ã¿ã€ã ããã¢ãŒã·ã§ã³ã¯é¡§å®¢ã®ãã€ã€ãªãã£ãé«ããå¹æçãªæ段ã§ãã
ãã€ã€ã«ãã£ã»ããã°ã©ã ã®çµ±å
ãã€ã€ã«ãã£ã»ããã°ã©ã ãã¢ããªã«çµ±åãããããšã§ã顧客ã¯ããäžå±€ã®äœéšã享åããããšãã§ããŸãããã€ã³ãããªã¯ãŒãã®ãã©ããã³ã°ãã¢ããªå ã§å®¹æã«ãªããããã«ãã顧客ã¯èªèº«ã®é²æã確èªãã次ã®ãªã¯ãŒããç®æããŠãšã³ã²ãŒãžã¡ã³ããç¶ç¶ããŸãã
ããã°ã©ã ã«åå ããŠããæèŠãé«ããããšã¯ã顧客ã®ã¢ããªå©çšãä¿é²ãããšãšãã«ã圌ãã®ãã©ã³ãã«å¯Ÿããæ£ã®ææ ãéžæããŸãããã€ã€ã«ãã£ã»ããã°ã©ã ã®çŽ°ãããªããŒãœãã©ã€ãºã«ããã顧客ã«ã¯ãã®äŸ¡å€ãæ倧éã«æããŠãããããšãã§ããŸãã
ãã€ã€ã«ãã£ã»ããã°ã©ã ã®çµ±åã¯ãå®æçãªè³Œå ¥ãä¿ãå¹æçãªæ段ã§ããã顧客ããã©ã³ããšç¶ç¶çã«é¢ãããæã¡ç¶ããããã®ããŒãšãªãã§ãããã
ãŠãŒã¶ãŒãã£ãŒãããã¯ã®æŽ»çšæ³
ã¢ããªãä»ããŠåéããããŠãŒã¶ãŒãã£ãŒãããã¯ã¯éåžžã«è²Žéãªãã®ã§ããããããæŠç¥çã«æŽ»çšããããšãäžå¯æ¬ ã§ããç©æ¥µçã«ãã£ãŒãããã¯ãåãä»ããæ å¢ãæŽãã顧客ã®å£°ã補åããµãŒãã¹ã®æ¹åã«åæ ãããããšã§ãä¿¡é Œãç¯ãäžããããšãã§ããŸãã
ãã£ãŒãããã¯ã¯ã顧客ã®ãªã¢ã«ãªããŒãºããã©ã¹ãã¬ãŒã·ã§ã³ãææ¡ããããã§æ¬ ãããªãæ å ±æºã§ãããã®çã®ããŒã¿ãåæãã顧客æºè¶³åºŠã®åäžã«ç¹ããããã®æ¹åçãå®è¡ããããšãã競äºã®æ¿ããåžå Žã§ã®å·®å¥åãçãã§ãããã
ãŸãã顧客ãèªèº«ã®æèŠãåæ ãããŠããããšãå®æããããšã¯ã圌ãã®ãšã³ã²ãŒãžã¡ã³ããå¿ èª å¿ãé«ããéèŠãªèŠçŽ ã§ãã顧客ã®ãã£ãŒãããã¯ã掻çšããã¢ããªã®ã¢ããããŒãã¯ããã®ã¢ããªãå©çšãç¶ããéèŠãªçç±ãšãªãããŸãã
ã¢ããªã®å¯èŠæ§ãé«ããããŒã±ãã£ã³ã°æŠç¥
ã¢ããªã¹ãã¢æé©åïŒASOïŒã®åºæ¬
ã¢ããªã¹ãã¢æé©åïŒASOïŒã¯ãå°å£²æ¥ã®ã¢ããªãã¢ããªã¹ãã¢ã®æ€çŽ¢çµæã§ç®ç«ã€ããã«ããããã®éèŠãªããã»ã¹ã§ããã¢ããªã®ã¿ã€ãã«ã説æãããŒã¯ãŒãéžå®ã«æ³šæãæãããšãå¿ èŠã§ãããããã¯ã¢ããªã®ã©ã³ãã³ã°ã«å€§ãã圱é¿ãäžããŸãã
ããã«ãã¢ããªã®ã¢ã€ã³ã³ãã¹ã¯ãªãŒã³ã·ã§ããã¯ããŠãŒã¶ãŒãã¢ããªãããŠã³ããŒããããã©ããã®åå°è±¡ã決å®ã¥ããŸããé åçã§ãããã§ãã·ã§ãã«ãªããžã¥ã¢ã«èŠçŽ ã䜿ãããšã§ãæœåšé¡§å®¢ã®é¢å¿ãåŒããããŠã³ããŒãæ°ãå¢ããããšãã§ããŸãã
ã¬ãã¥ãŒãè©äŸ¡ãASOã®éèŠãªèŠçŽ ã§ããé«ãè©äŸ¡ãšè¯å®çãªã¬ãã¥ãŒã¯ãã¢ããªã®ä¿¡é Œæ§ãåäžãããæ°èŠãŠãŒã¶ãŒã®ããŠã³ããŒããä¿é²ããŸããå®æçãªæŽæ°ãšæ¹åã«ããããŠãŒã¶ãŒã®æºè¶³åºŠãé«ããè¯å®çãªã¬ãã¥ãŒãåŸãããšãã§ããŸãã
ãœãŒã·ã£ã«ã¡ãã£ã¢ãå©çšããé²åºã®å¢å
ãœãŒã·ã£ã«ã¡ãã£ã¢ã¯ãã©ã³ãã®èªç¥åºŠãé«ããã¢ããªã®é²åºãå¢å€§ãããæå¹ãªæ段ã§ããå°å£²æ¥ã®ã¢ããªã®ç¹åŸŽãããã¢ãŒã·ã§ã³ãç©æ¥µçã«ãœãŒã·ã£ã«ã¡ãã£ã¢ã§å ±æããããšã«ãã£ãŠããŠãŒã¶ãŒãšçŽæ¥çãªçµã³ã€ããæã€ããšãã§ããŸãã
ã€ã³ãã«ãšã³ãµãŒãšã®é£æºããœãŒã·ã£ã«ã¡ãã£ã¢é²åºãé«ããäžã€ã®æ¹æ³ã§ãã圱é¿åã®ãã人ç©ãã¢ããªãæšèŠããããšã§ã察象ãšãªãåžå Žå ã§ã®ä¿¡é Œæ§ãšã¢ããªã®ããŠã³ããŒãæ°ãå€§å¹ ã«å¢å ãããããšãå¯èœã§ãã
ãŠãŒã¶ãŒã容æã«å ±æã§ãããããªã³ã³ãã³ããäœæããããšãéèŠã§ããã¯ãŒãã³ãã»ãŒã«æ å ±ãéå®ã€ãã³ããªã©ã®ã·ã§ã¢å¯èœãªã³ã³ãã³ãã¯ãå£ã³ããéããŠã¢ããªã®å¯èŠæ§ãé«ããŸãã
ããã·ã¥éç¥ãšã€ã³ã¢ããªã¡ãã»ãŒãž
ããã·ã¥éç¥ã¯ããŠãŒã¶ãŒã®é¢å¿ãåŒãæ»ããã¢ããªãžã®å蚪ãä¿ã匷åãªããŒã«ã§ããé©åãªã¿ã€ãã³ã°ãšããŒãœãã©ã€ãºãããã¡ãã»ãŒãžã§å©çšè ã«ã¢ãããŒãããããšã§ããŠãŒã¶ãŒãšã³ã²ãŒãžã¡ã³ããåäžãããããšãã§ããŸãã
ã€ã³ã¢ããªã¡ãã»ãŒãžã¯ãã¢ããªã䜿çšããŠããéã«ãŠãŒã¶ãŒãšå¯Ÿè©±ããæ¹æ³ã§ããæ°ããããã¢ãŒã·ã§ã³ãæ©èœã®æ¡å ãå¯èœã§ããããŠãŒã¶ãŒãšã¯ã¹ããªãšã³ã¹ãåäžãããªãããç¹å®ã®ã¢ã¯ã·ã§ã³ãä¿ãããšãã§ããŸãã
ãããã®éç¥ããŒã«ã䜿ãéã«ã¯ããŠãŒã¶ãŒã®ãã©ã€ãã·ãŒã«æ³šæãæããé床ãªé »åºŠãäžé©åãªã¡ãã»ãŒãžã«ãããŠãŒã¶ãŒã®äžå¿«æãé¿ããããšãéèŠã§ããé©åãªæŠç¥ã«ãããããã·ã¥éç¥ã¯é¡§å®¢ãã€ã€ã«ãã£ãæ§ç¯ããç¶ç¶çãªã¢ããªå©çšã®ä¿é²ã«å¯äžããŸãã
ãªãã¡ã©ã«ã»ããŒã±ãã£ã³ã°æŠç¥
ãªãã¡ã©ã«ã»ããŒã±ãã£ã³ã°ã¯ãæ¢åã®ãŠãŒã¶ãŒãåå¡ããŠã¢ããªãæšå¥šãããããšã«ãã£ãŠãæ°ãã顧客局ã«ãªãŒãããæŠç¥ã§ããå人ã家æã玹ä»ããããšã§ãªã¯ãŒããåŸãããä»çµã¿ã¯ããŠãŒã¶ãŒã«ãšã£ãŠãéåžžã«é åçã§ãã
玹ä»ããã°ã©ã ãæåãããããã«ã¯ããŠãŒã¶ãŒã«ååãªã€ã³ã»ã³ãã£ããæäŸããããšãäžå¯æ¬ ã§ããç¡æã¢ã€ãã ãå²åŒãããŒãã¹ãã€ã³ããªã©ãå ·äœçãªã¡ãªãããæäŸããããšã§åå ãä¿é²ããŸãã
ãã®æŠç¥ã¯ãä¿¡é ŒãšãœãŒã·ã£ã«ãã«ãŒãïŒç€ŸäŒç蚌æïŒã®åçãå©çšããŠãããäœã³ã¹ãã§å¹æçã«ã¢ããªã®å¯èŠæ§ãšã€ã³ã¹ããŒã«æ°ãå¢ããããšãã§ããŸãã玹ä»è ãšçŽ¹ä»ãããåæ¹ã«ã¡ãªããããããããé·æçã«èŠãŠã顧客åºç€ã®æ¡å€§ã«è²¢ç®ããŸãã
ããŒã¿ããªãã³ããŒã±ãã£ã³ã°ïŒæž¬å®ãšåæ
ããŒã¿ããªãã³ããŒã±ãã£ã³ã°ã¯ãå°å£²æ¥çã«ãããã¢ããªä¿é²ã§äžå¯æ¬ ãªèŠçŽ ã§ããããã¯ãå®éã®ããŒã¿ãšçµæã«åºã¥ããŠæŠç¥ã調æŽããæ倧ã®ãªã¿ãŒã³ãçã¿åºãããã»ã¹ã§ããããŒã¿ãçšããŠè¡åãå°ããå¹ççãªããŒã±ãã£ã³ã°æŠç¥ã®å®çŸãç®æãããã§ãã
枬å®ãšåæã¯ãã®ããã»ã¹ã®åå°ãšãªããŸãã枬å®å¯èœãªææšãèšå®ããããšã§ãã¢ããªããŒã±ãã£ã³ã°ã®åãçµã¿ãæåããŠãããã©ãããè©äŸ¡ããããšãå¯èœã«ãªããŸããåæãéããŠåŸãããæ å ±ã¯ãããŒã±ãã£ã³ã°èšç»ã®æé©åãšãããè¯ã顧客äœéšã®æäŸãžãšç¹ãããŸãã
æåãžãšå°ãããŒã¿ãå©çšããããšã«ãããåã ã®ã¢ã¯ã·ã§ã³ã®åœ±é¿ãè©äŸ¡ããROIïŒæè³åççïŒã®åäžãå³ããªãããæŠç¥ãç¶ç¶çã«æ¹åããããšãã§ããŸãã以äžã§ã¯ããã®èŠç¹ããå°å£²æ¥ã®ããã®ã¢ããªããŒã±ãã£ã³ã°ãæ¢æ±ããŠãããŸãã
ããŒãšãªãããã©ãŒãã³ã¹ææšïŒKPIïŒ
ããŒã±ãã£ã³ã°æŠç¥ã«ãããŠKPIã®èšå®ã¯äžå¯æ¬ ã§ããKPIã¯ã¢ããªã®æåãèšãããã®åºæºãšãªããããžãã¹ç®æšã«å¯Ÿããé²æã枬ããŸããå°å£²ã¢ããªã®KPIã«ã¯ãããŠã³ããŒãæ°ãã¢ã¯ãã£ããŠãŒã¶ãŒæ°ãã»ãã·ã§ã³æéã転æçãå¹³å泚æ䟡å€ãªã©ãå«ãŸããŸãã
ãããã®ææšãæ£ç¢ºã«è¿œè·¡ããããšã§ãã©ã®ããŒã±ãã£ã³ã°ã¿ã¯ãã£ãã¯ãæãå¹æãçºæ®ããŠããããå€æããããšãã§ããŸãããŸããæ¹åãå¿ èŠãªé åãç¹å®ããå ·äœçãªèšç»ãç«ãŠãããã®åºçºç¹ãšãªãã®ã§ãã
ç¹ã«ROIã¯éèŠãªKPIã§ãããæäžããã³ã¹ãã«å¯ŸããŠã©ãã ãã®åçãäžãããã瀺ããŸãããã®ææšãéããããŒã±ãã£ã³ã°äºç®ã®å¹ççãªé åãå³ããå°æ¥çãªããŒã±ãã£ã³ã°æè³ã®æ¹åæ§ã決å®ããããã®æåãªããŒã¿ãåŸãããšãã§ããŸãã
ã¢ããªã®å©çšç¶æ³åæ
ã¢ããªã®å©çšç¶æ³ãåæããããšã¯ãŠãŒã¶ãŒè¡åã®ç解ã«ç¹ãããŸããããã«ã¯ã»ãã·ã§ã³ã®é·ããããŒãžãã¥ãŒããŠãŒã¶ãŒã®èå³ãããã»ã¯ã·ã§ã³ãæ©èœãªã©ãå€å²ã«æž¡ãããŒã¿ãå«ãŸããŸããå©çšç¶æ³ã®è©³çŽ°ãªåæã«ããããŠãŒã¶ãŒãšã¯ã¹ããªãšã³ã¹ã®åäžãã³ã³ãã³ãã®æé©åã«ç¹ããæŽå¯ãåŸãããšãåºæ¥ãŸãã
å©çšç¶æ³ã®ãã¬ã³ããææ¡ããããšã§ãããŒã±ãã£ã³ã°æœçã®æ¹åç¹ãæµ®ã圫ãã«ãªãããŠãŒã¶ãŒã欲ããŠãããã®ããµãŒãã¹ã«ãã¹ãããããªããã確èªããããšãã§ããŸãããŸãããŠãŒã¶ãŒãã¢ããªå ã§ã©ã®ããã«æ¯ãèã£ãŠããããç¥ãããšã§ãããããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ãå±éã§ããŸãã
ã¢ããªã®å©çšç¶æ³åæã«ã¯ãæ§ã ãªåæããŒã«ããœãªã¥ãŒã·ã§ã³ãååšããŸãããããã®ããŒã«ãæå¹ã«æŽ»çšããããšã§ãå®éã®ããŒã¿ã«åºã¥ããæŠç¥çãªææ決å®ãè¡ããç¶ç¶çãªæé·ãä¿é²ããããšãã§ããã®ã§ãã
ã«ã¹ã¿ããŒãžã£ãŒããŒã®ç解ãšæ¹å
ã«ã¹ã¿ããŒãžã£ãŒããŒã®ç解ã¯ã顧客ãæåã«ã¢ããªãç¥ããšããããå§ãŸããããŠã³ããŒãã䜿çšãæçµçã«ã¯ãªããŒã¿ãŒãžãšå€ããéçšã®å šäœåãææ¡ããããšã§ãããã®ãžã£ãŒããŒãç解ãããããæé©åããããšã§ã顧客ãé¢ãããªã¹ã¯ãæžããã顧客ç涯䟡å€ãé«ããããšãã§ããŸãã
ãžã£ãŒããŒãããã³ã°ããŒã«ã䜿çšããããšã§ãåã¿ãããã€ã³ãã§ã®é¡§å®¢ã®äœéšãå¯èŠåãã顧客ãçŽé¢ããåé¡ãçç¹ãç¹å®ããããšãå¯èœã«ãªããŸããããã«ããã顧客ãã¹ã ãŒãºãªäœéšã享åã§ããããã«ããã»ã¹ãæŽç·Žãããããšãã§ããã®ã§ãã
ãŸããã¢ããªå ã§ã®ãŠãŒã¶ãŒè¡åãã¢ãã¿ãªã³ã°ããããšã§ãã«ã¹ã¿ããŒãžã£ãŒããŒäžã®ãããããªããã€ã³ããç¹å®ããæ¹åã®ããã®æŠç¥ãç·Žãããšãã§ããŸããããã«ã¯ããŠãŒã¶ãŒãã¡ãŒã¹ããªèšèšãéå£ãæžããUI/UXã®æ¹è¯ã顧客ãµããŒããã¢ãã¿ãŒãµãŒãã¹ã®åŒ·åãå«ãŸããŸãã
ã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°
é©åãªã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°ã¯ãå¹æçãªã¢ããªããŒã±ãã£ã³ã°ã«ãããŠéèŠã§ããããã«ãããç°ãªã顧客ã°ã«ãŒãã«å¿ããŠã«ã¹ã¿ãã€ãºããã³ã³ãã³ããæäŸããããšãå¯èœãšãªããŸããäŸãã°ãå°åã幎霢ãæ§å¥ã賌買è¡åãªã©ã«ããã»ã°ã¡ã³ãã圢æããã¿ãŒã²ããã«æé©åãããããŒã±ãã£ã³ã°ãã£ã³ããŒã³ãå±éããããšãã§ããŸãã
æ·±ãã»ã°ã¡ã³ããŒã·ã§ã³ã¯ããŒãœãã©ã€ãºãšé¢é£ãã顧客ãé¢å¿ãæ±ãã§ããã補åããµãŒãã¹ã«é¢ããã¡ãã»ãŒãžãéãããšã§ããã匷ããšã³ã²ãŒãžã¡ã³ããšè»¢æãä¿é²ããŸãããŸããããé©åãªé¡§å®¢äœéšãæäŸããããšã§ããã©ã³ããã€ã€ã«ãã£ãšé¡§å®¢æºè¶³åºŠãé«ããããšãå¯èœã§ãã
ã»ã°ã¡ã³ããŒã·ã§ã³ãšã¿ãŒã²ãã£ã³ã°ã¯ããªãœãŒã¹ãæãéèŠã®ãããšãªã¢ã«éäžãããéå¹çãªããŒã±ãã£ã³ã°æ¯åºãåæžããããšã«ãç¹ãããŸãããããã®æŠç¥ãé©çšããããšã§ãå šäœçãªããŒã±ãã£ã³ã°ã®å¹æãæ倧åãã競äºäžã®åªäœæ§ãæç¶ãããããšãã§ããã®ã§ãã
ãªã ããã£ãã«æŠç¥ã®çµ±å
ãªã ããã£ãã«æŠç¥ã®çµ±åã¯ãå°å£²æ¥ã«ãããã¢ããªããŒã±ãã£ã³ã°ã«ãããããŒãšãªãèŠçŽ ã§ããæ¶è²»è ãã·ãŒã ã¬ã¹ãªã·ã§ããã³ã°äœéšãæåŸ ããçŸä»£ã«ãããŠããªãã©ã€ã³ãšãªã³ã©ã€ã³ã®å¢çç·ã¯ãŸããŸãææ§ã«ãªã£ãŠããŸãããã®æŠç¥ãæ¡çšããããšã§ãå°å£²æ¥ã®ãã©ã³ãã¯é¡§å®¢ã®ãã€ã€ãªãã£ãé«ãã売äžãå¢å ãããããšãå¯èœã«ãªããŸãã
ãã«ããã£ãã«ãšã®éãã¯ã顧客ã®ã·ã§ããã³ã°äœéšãããããæ¥ç¹ã§çµ±äžãããããŒã¿ãäžå åãããç¹ã«ãããŸããããããããšã§ãããŒã±ã¿ãŒã¯ããåå¥åãããã³ãã¥ãã±ãŒã·ã§ã³ãå±éããããšãã§ãã顧客ã«ãšã£ãŠã®äŸ¡å€ãåµé ããããšãå¯èœã§ãã
ãªã ããã£ãã«æŠç¥ã¯ã顧客ãã©ã®ãã£ãã«ãå©çšããŠãäžè²«æ§ã®ããçµéšãæäŸããããšãç®æããŸããããã¯ãå°å£²æ¥è ã«ãšã£ãŠé¡§å®¢ãšã³ã²ãŒãžã¡ã³ããé«ããããã®éèŠãªã¹ãããã§ãã
ãªãã©ã€ã³ãšãªã³ã©ã€ã³ã®çžäºäœçš
ãªãã©ã€ã³ã¹ãã¢ãšãªã³ã©ã€ã³ãã©ãããã©ãŒã éã§çžäºäœçšãæã€ããšã¯ã顧客ã«ãšã£ãŠå¿«é©ã§ç¡çž«ãªäœéšãæäŸããããã®äžå¯æ¬ ãªèŠçŽ ã§ãããªãã©ã€ã³ã¹ãã¢ã§ååãèŠãŠããªã³ã©ã€ã³ã§è³Œå ¥ããããŸãã¯ãã®éãšãã£ã顧客ã®è¡åãã¿ãŒã³ã«æ³šç®ããããšãéèŠã§ãã
å°å£²æ¥ã®ã¢ããªã¯ããã®ãªãã©ã€ã³ãšãªã³ã©ã€ã³ã®ã€ãªããã匷åããããã®ããŒã«ãšãªãããŸããäŸãã°ãã¢ããªå ã§ã®ååã¹ãã£ã³æ©èœãæäŸããããšã§ã顧客ãåºå ã§ååæ å ±ãåŸããããªã³ã©ã€ã³ã§ã®ã¯ãŒãã³ãç¹å¥ãªãã¡ãŒãããããããšãå¯èœã§ãã
å ããŠãå®åºèã®åšåº«ç¶æ³ããªã³ã©ã€ã³ã§ãªã¢ã«ã¿ã€ã ã«å ±æããããšã§ã顧客ãèªå® ããæå¯ãã®åºèã§ååãããã¯ã¢ããããéã®å©äŸ¿æ§ãé«ããããšãã§ããŸããããã«ããã顧客ã¯ããæºè¶³ããç¹°ãè¿ãè³Œå ¥ãã確çãé«ããããšãã§ããã§ãããã
ãã£ãã«éã§ã®äžè²«ããã«ã¹ã¿ããŒãšã¯ã¹ããªãšã³ã¹
顧客ãè€æ°ã®ãã£ãã«ãéããŠäžè²«ããçµéšãåŸãããšã§ããã©ã³ããžã®å¿ èª å¿ãšæºè¶³åºŠãé«ãŸããŸããäžè²«ããã¡ãã»ãŒãžããã¶ã€ã³ãããŒã³ã¯é¡§å®¢ã«ãã©ã³ããèªèãããä¿¡é Œãæ§ç¯ããå©ããšãªããŸãã
ã¢ããªã䜿çšããéã«ãããŠã§ããµã€ããåºèãšåæ§ã®ã«ã¹ã¿ããŒãšã¯ã¹ããªãšã³ã¹ãæäŸããããšãèèŠã§ããããã«ã¯ã䜿ããããã€ã³ã¿ãŒãã§ãŒã¹ããã©ã³ãã®èŠèŠçã¢ã€ãã³ãã£ãã£ã®ç¶æãå«ãŸããŸãã
顧客ãã©ã®ãã£ãã«ãéããŠãäžè²«æ§ã®ãããµãŒãã¹ãåããããããã«ããããã«ãåŸæ¥å¡ã®ãã¬ãŒãã³ã°ãå éšã®ã¬ã€ãã©ã€ã³ã®æŽåãå¿ èŠã§ããããã«ããã顧客ã¯ãã©ã³ãã«å¯Ÿããå®å¿æãæã¡ãããè¯ãã«ã¹ã¿ããŒãšã¯ã¹ããªãšã³ã¹ãå®çŸããŸãã
åšåº«ç®¡çãšããã»ã¹æé©å
å¹ççãªåšåº«ç®¡çã¯ããªã ããã£ãã«æŠç¥ã«ãããŠäžå¿çãªåœ¹å²ãæãããŸãããªã¢ã«ã¿ã€ã ã®åšåº«æ å ±ãžã®ã¢ã¯ã»ã¹ã«ããã顧客ã¯ãªã³ã©ã€ã³ããã³ãªãã©ã€ã³ã§ã®è³Œå ¥ããã»ã¹ãã¹ã ãŒãºã«é²ããããšãã§ããŸãã
ã¢ããªãä»ããŠåšåº«æ å ±ãæäŸããããšã§ã顧客ã¯ååã®å¯èŠæ§ãé«ããããšãã§ããåºèããªã³ã©ã€ã³ã§ã®åšåº«ç¶æ³ãå³åº§ã«ææ¡ã§ããŸããããã«ãããæ¶è²»è ã®è³Œè²·æ欲ãåäžããäžèŠãªåšåº«ã®éå°ãé¿ããããšãã§ããŸãã
ããã«ãåšåº«äºæž¬ãæ¹åããããšã§ãéèŠãšäŸçµŠã®ãã©ã³ã¹ãåãããšãå¯èœã«ãªããŸããããã«ãã£ãŠãå»æ£ç©ãæžããããªãã¬ãŒã·ã§ã³ã³ã¹ããåæžããæçµçã«ã¯é¡§å®¢æºè¶³åºŠãåäžãããããšãã§ããã§ãããã
ããŒã«ãªãŒãŒã·ã§ã³ãšå°åæ§ãžã®é©å¿
ã¢ããªããŒã±ãã£ã³ã°æŠç¥ã§ã¯ãå°åæ§ãããŒã«ãªãŒãŒã·ã§ã³ãèæ ®ããããšãæåã«ã¯äžå¯æ¬ ã§ããå°å ã®æåãèšèªãæ¶è²»è ã®è¡åãç解ããããšã§ãç©ççãªå Žæã«æ ¹ãããããŒãœãã©ã€ãºãããäœéšãæäŸããããšãå¯èœã«ãªããŸãã
ã¢ããªã«å°åã«åºã¥ããã³ã³ãã³ããå°å ¥ããããšã§ã顧客ã¯ããå人ã«åããããµãŒãã¹ãæããããšãã§ããŸããããã¯ãå°å ã®ã€ãã³ããç¥æ¥ã«é¢é£ããããã¢ãŒã·ã§ã³ãå±éããããšã§ããã«åŒ·åãããŸãã
æçµçã«ãã¢ããªã¯å°åã®ããŒãºã«åãããååãã¯ãŒãã³ãæäŸããåªä»ãšããŠæ©èœãã顧客ã«å¯ãæ·»ã£ãã¢ãããŒããå¯èœã«ããŸããããã«ããã顧客ã¯ããç¹ãããæãããã©ã³ããžã®å¿ èª ãæ·±ããããšã«ã€ãªãããŸãã
æç¶å¯èœãªæé·ã®ããã®æŠç¥çããŒãããŒã·ãã
å°å£²æ¥çã«ãããã¢ããªããŒã±ãã£ã³ã°ã§ã¯ãé·æçãªæåã確ç«ããããã«ã¯æŠç¥çããŒãããŒã·ãããäžå¯æ¬ ã§ãããã®ãããªããŒãããŒã·ããã¯ãæè¡ã®é²æ©ãåãå ¥ããååé¢ä¿ãç¯ããæ°ããããŒã±ãã£ã³ã°ãã£ãã«ãéæããããšã«ãã£ãŠããã©ã³ãã®é²åºãé«ãã顧客ãšã³ã²ãŒãžã¡ã³ããåäžãããŸãã
競åãšã®å·®å¥åãå³ãäžã§ãé©åãªãã¯ãããžãŒããŒãããŒã®éžå®ã¯ãã¢ããªã®éçºã«ãããé©æ°ã顧客äœéšã®åäžã«çŽçµããŸããã³ã©ãã¬ãŒã·ã§ã³ãéããŠãåæšã補åã®ã¯ãã¹ããã¢ãŒã·ã§ã³ãè¡ãããšãå¯èœãšãªããæŽã«ã¯å€§æããŒã±ãããã¬ã€ã¹ãšã®ææºãå®çŸããæ°ãã顧客局ãžã®ã¢ã¯ã»ã¹ãæãããšãã§ããŸãã
以äžã®ã»ã¯ã·ã§ã³ã§ã¯ããããã®ããŒãããŒã·ãããã©ã®ããã«çºå±ãããã¢ããªããŒã±ãã£ã³ã°æŠç¥ã®äžæ žãšãããã«ã€ããŠè©³ããèŠãŠãããŸãã
ãã¯ãããžãŒããŒãããŒã®éžå®
æŠç¥çãªãã¯ãããžãŒããŒãããŒãéžå®ããéã¯ããã®äŒæ¥ãæäŸããæè¡ãçŸåšããã³å°æ¥ã®ããžãã¹ç®æšãšæŽåæ§ãæã£ãŠããããè©äŸ¡ããããšãéèŠã§ããæè¡ã®é²åã¯å é床çã«é²ãã§ãããé©æ°çãªæ©èœããµãŒãã¹ãå®æçã«ç»å ŽããŠããŸãã®ã§ãéžå®ããããŒãããŒãæè»æ§ãšé²åããåžå Žã«å¯Ÿå¿ããèœåãæã£ãŠãããã©ãããèŠæ¥µããå¿ èŠããããŸãã
ãã®ããã«ãäºç®ãå°éæ§ããµããŒãäœå¶ãé£æºå¯èœãªä»ã·ã¹ãã ãšã®äºææ§ãªã©ãè€æ°ã®èŠ³ç¹ããããŒãããŒãè©äŸ¡ããŸããæè¡ã«ç²Ÿéãããã®åéã§å®çžŸãè±å¯ãªããŒãããŒã¯ãã¢ããªã®å質åäžãããŠãŒã¶ãŒã«é åçãªæ©èœãè¿ éã«æäŸããã®ã«è²¢ç®ããŸãã
ãããŠäœãããã¢ããªãæçµçã«ãŠãŒã¶ãŒã«äžãã䟡å€ã«çŽçµããããã顧客äœéšã第äžã«èæ ®ããéžå®ãæ±ããããŸããé«åºŠãªãã¯ãããžãŒãå°å ¥ããããšã¯éèŠã§ããããããçŽæ¥çãªé¡§å®¢æºè¶³åºŠã®åäžã«ã€ãªãããªããã°æå³ããããŸããã
ã³ã©ãã¬ãŒã·ã§ã³ã«ããã€ãããŒã·ã§ã³
å°å£²æ¥çã«ãããããŒã±ãã£ã³ã°æŠç¥ã¯åžžã«åµé çãªã¢ã€ãã£ã¢ãæ±ããŠããŸããç°æ¥çš®ã®äŒæ¥ãã¹ã¿ãŒãã¢ãããšã®ã³ã©ãã¬ãŒã·ã§ã³ã¯ãæ°ããèŠç¹ãå°å ¥ããäºæãã¬ã€ãããŒã·ã§ã³ãçãå¯èœæ§ããããŸããããã¯ãäžã€ã®æ¥çã«ãšã©ãŸããå€æ§ãªé¡§å®¢å±€ã«ã¢ãããŒãããããã®éåžžã«å¹æçãªæ段ã§ãã
å ±åããã¢ãŒã·ã§ã³ãå ±åéçºãªã©ãã³ã©ãã¬ãŒã·ã§ã³ã«ã¯æ§ã ãªåœ¢æ ãååšããŸããäŸãã°ã人æ°ã®ããã©ã€ãã¹ã¿ã€ã«ãã©ã³ããã€ã³ãã«ãšã³ãµãŒãšã®ææºã¯ããã©ã³ãã€ã¡ãŒãžã®åäžãšã¿ãŒã²ãã顧客局ã®æ¡å€§ã«å¯äžããŸãããŸããããã«ãã£ãŠã¢ããªèªäœã®æ©èœããµãŒãã¹ã®å å®ãä¿é²ãããã§ãããã
å®éã«ã³ã©ãã¬ãŒã·ã§ã³ãå§ããã«ã¯ããŸãå ±éã®ç®æšã䟡å€èŠ³ãæã£ãäŒæ¥ãæ¢ãããäºãã®åŒ·ã¿ãæ倧é掻ããææºå 容ã綿å¯ã«èšç»ããããšããå§ããŸããçžæäŒæ¥ã®ãã©ãã¯ãŒã顧客åºç€ãžã®ã¢ã¯ã»ã¹ãéããŠãæ°èŠé¡§å®¢ã®ç²åŸã«çµã³ä»ãããããããéåžžã«æçãªææ³ãšèšããã§ãããã
ã¯ãã¹ããã¢ãŒã·ã§ã³ã®æ©äŒ
ã¯ãã¹ããã¢ãŒã·ã§ã³ã¯ãè€æ°ã®ãã©ã³ãã補åãååããŠåèªã®é¡§å®¢ããŒã¹ãå©çšãåãããŒã±ãã£ã³ã°ãã¯ããã¯ã§ããããã¯ãæ°ãã顧客ãæ¹ãã€ããã ãã§ãªããæ¢å顧客ã«å¯ŸããŠæ°é®®ãªäœéšãæäŸããå¹æçãªææ³ã§ããå°å£²ã¢ããªã«ãããŠã¯ãã¹ããã¢ãŒã·ã§ã³ãæåãããã«ã¯ãæŠç¥çã«éžã°ããããŒãããŒãšååããçžäºã«äŸ¡å€ãæäŸããããšãéèŠã§ãã
ãã®ã¢ãããŒãã§ã¯ã顧客ã«å¯ŸããŠäºæããªãããŒãã¹ãç¹å žãæäŸããããšã§ããã®èå³ããã€ã€ãªãã£ãé«ããŸããããšãã°ãç¹å®ã®ååãè³Œå ¥ãã顧客ãå¥ã®ããŒãããŒäŒæ¥ã®ç¹å¥å²åŒãåããããããã¢ãŒã·ã§ã³ãè¡ããšãäž¡æ¹ã®ãã©ã³ãã®èªç¥åºŠåã³è²©å£²ä¿é²ã«å¯äžããŸãã
ãã®æŠç¥ãæ倧éã«æŽ»çšããããã«ã¯ãçžæäŒæ¥ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãå¯ã«ããããã¢ãŒã·ã§ã³ã®ç®çãæåŸ ããææã«ã€ããŠæ確ã«åæããããšãäžå¯æ¬ ã§ãããããŠããã£ã³ããŒã³ã®ææã枬ãããã®KPIs(éèŠæ¥çžŸè©äŸ¡ææšïŒãèšå®ããçŸå®çãªç®æšãå ±æããããšãæåãžã®éµãšãªããŸãã
ããŒã±ãããã¬ã€ã¹ãšã®é£æº
ãªã³ã©ã€ã³ã·ã§ããã³ã°ã®äžçã§ã¯ãeã³ããŒã¹ããŒã±ãããã¬ã€ã¹ã¯æ¶è²»è ã®ã·ã§ããã³ã°äœéšã«ãããŠéèŠãªåœ¹å²ãæãããŠããŸããå°å£²æ¥ã®ã¢ããªã«ãããŠããããããããŒã±ãããã¬ã€ã¹ãšã®é£æºã¯ãæ°ããæµéãã£ãã«ãéãã顧客ã«åããã¢ãããŒãã®å¹ ãåºããŸãã
倧æããŒã±ãããã¬ã€ã¹ãšã®ããŒãããŒã·ããã¯ããã©ãã£ãã¯ã®å¢å ãšè²©å£²æ©äŒã®å¢å€§ããããããŸããåæã«ãæ°ååã®ãã¹ãããŒã±ãã£ã³ã°ãã¿ãŒã²ããåžå Žã®åæã«ã圹ç«ã¡ããã©ã³ãã®èªç¥åºŠãé«ããäžã§ãå¹æããããŸãããŸããããŒã±ãããã¬ã€ã¹ã¯æ¢ã«åªãã顧客åºç€ãæã£ãŠãããããå°å£²ã¢ããªãå©çšããŠããªã顧客局ã«ããªãŒãã§ããå©ç¹ããããŸãã
ãã®é£æºãæåãããããã«ã¯ãããŒã±ãããã¬ã€ã¹ã®æ©èœãèŠå¶ãç解ããèªç€Ÿã®ã¢ããªããµãŒãã¹ããããã«é©åããããäœæ¥ããããšãå¿ é ã§ãããããŠãäž¡è ãæäŸãã䟡å€ã®äº€æãæé©åããããã®æŠç¥ãç·Žããå ±åã§è²©å£²ä¿é²ãã£ã³ããŒã³ãªã©ãèšç»ããããšã§ã䞡瀟ã«ãšã£ãŠæçãªé¢ä¿ãç¯ãäžããŸãã
ãŸãšã
å°å£²æ¥ã®ããžã¿ã«å€é©ã§ã¯ãã¢ããªããŒã±ãã£ã³ã°ãäžå¯æ¬ ã§ããããžã¿ã«ååãææ¡ããã¢ããªã®ã¡ãªããã掻ããããšã§ã顧客ãšã³ã²ãŒãžã¡ã³ããé«ããæåãåããäŒæ¥ãå¢ããŠããŸããããŒãœãã©ã€ãºãããããã¢ãŒã·ã§ã³ããã€ã€ã«ãã£ããã°ã©ã ããããŠãã£ãŒãããã¯ã®æŽ»çšãã顧客äœéšãè±ãã«ããŸããã¢ããªã®å¯èŠæ§åäžã®ãããASOããœãŒã·ã£ã«ã¡ãã£ã¢ãããã·ã¥éç¥ããªãã¡ã©ã«æŠç¥ãå®æœããŸããããããŒã¿ãåºã«ããããŒã±ãã£ã³ã°ã§ã¯ãKPIã®è¿œè·¡ãå©çšåæãã«ã¹ã¿ããŒãžã£ãŒããŒã®æé©åãã¿ãŒã²ãã£ã³ã°ãéèŠã§ãããªã ããã£ãã«æŠç¥ã§ãªãã©ã€ã³ãšãªã³ã©ã€ã³ãèåããäžè²«æ§ã®ããçµéšãæäŸãããšå ±ã«ãåšåº«ç®¡çãããã»ã¹ã®å¹çåã«æ³šåããŸããå°åã«æ ¹ãããããŒã«ãªãŒãŒã·ã§ã³ãå¿ããã«ãæåŸã«ãæç¶å¯èœãªæé·ãç®æããŠãé©åãªæè¡ããŒãããŒéžå®ãã³ã©ãã¬ãŒã·ã§ã³ãã¯ãã¹ããã¢ãŒã·ã§ã³ã®ãã£ã³ã¹ã掻ãããŠãããŒã±ãããã¬ã€ã¹ãšã®é£æºã匷åããŸãããã