JP6491693B2 - Customer information management system - Google Patents

Description

  The present invention relates to a customer information management system, and more particularly to a customer information management apparatus, a customer information management method, and a customer information processing program.

  An electronic mail (E-mail) service is most popular as a service for using a communication network such as the Internet. Email (sometimes simply referred to as email) is a technology for transmitting and receiving email data including text information, voice information, and image information between email terminal devices connected to a communication network.

  In recent years, the importance of customer management in business execution organizations such as companies and business operators has been increasing, and many techniques for acquiring (collecting) customer information using e-mails have been proposed.

  For example, in Patent Document 1, a processing server acquires customer information from a signature part of an email sent from a customer, analyzes a body part of an email sent or received with a customer or an attached file, and Judging business contents, managing customer information obtained from the signature part of the email and the business contents judged based on the body part of the email or the attached file and storing them in the customer database of the storage unit Techniques related to this are disclosed.

  Further, Patent Document 2 discloses a technology related to a customer information utilization device that can accumulate and utilize customer information such as requests and needs from customers acquired through various information transmission paths. ing. This patent document 2 discloses that a concentrator server may periodically acquire each server by a crawler and collect customer information and EC customer information.

Japanese Patent Laid-Open No. 2014-026405 JP 2008-021202 A

  However, the techniques related to the acquisition (collection) of customer information that have been proposed so far are not sufficient.

  The challenge is to work with the Web search engine such as the Web (World Wide Web) crawler and perform the fulfillment process of the missing customer information. It is an object of the present invention to provide a technique that enables improvement without increasing the time and effort.

  In order to solve the above-mentioned problem, a customer information management device according to an aspect is a customer that extracts customer information included in mail data in an email transmitted and received between a first terminal device and a second terminal device. Information extracting means; analyzing the customer information included in the extracted mail data; registering the analyzed customer information in a database to create a customer ledger; and the customer in the database When it is detected that there is an uncollected item in the customer information based on the ledger, a customer information fulfilling unit is provided for satisfying the insufficient customer information corresponding to the uncollected item in cooperation with a web search engine.

  The customer information management device according to the aspect described above sets a weighted evaluation value determined in advance according to a collection item of customer information in the customer ledger, evaluates a satisfaction degree of customer information, and the sum of the weighted evaluation values is Until the predetermined value is satisfied, the information processing device further includes customer information evaluation means for performing continuous fulfillment processing of the insufficient customer information.

  In the customer information management device according to the one aspect, the customer information evaluation unit is configured such that when the sum of the weighted evaluation values indicating the degree of satisfaction of the customer information is a first stage less than a first predetermined value, the first information In cooperation with the terminal device through the satisfaction interface screen, the first action for promoting the satisfaction processing of the insufficient customer information is performed, and the second sum of the weighted evaluation values is equal to or larger than a first predetermined value and smaller than a second predetermined value. When it is a stage, a second action for continuing the fulfillment process of the shortage customer information in cooperation with the web search engine is performed, and the sum total of the weighted evaluation values is a second predetermined value or more in a third stage If there is, a third action for ending the fulfillment process of the shortage customer information is performed.

  In the customer information management device of the above aspect, the predetermined weighted evaluation value includes a base point and an additional point defined according to the item of customer information.

  In the customer information management apparatus according to the aspect described above, the customer information includes both personal information and business execution organization information included in mail data in the mail header, text, and signature section in the electronic mail.

  In the customer information management device according to the above aspect, the customer ledger includes both personal information and business execution organization information as the customer information.

  In the customer information management apparatus of the above aspect, in the customer ledger, other customer information is associated with an email address as key information, and the email address is determined by a customer belonging to a business execution organization of a business partner. It is a mail address of the second terminal device to be used.

  In the customer information management device of the above aspect, the first terminal device is used by a customer staff member belonging to a business execution organization, and the second terminal device belongs to a business execution organization of a business partner. Used by customers.

  The customer information management device according to another aspect extracts customer information included in mail data in an electronic mail transmitted / received between the first terminal device and the second terminal device; Analyzing the contained customer information, registering the analyzed customer information in a database and creating a customer ledger; detecting that there is an uncollected item in the customer information based on the customer ledger in the database In such a case, a processor is provided that works with the web search engine to satisfy the shortage customer information corresponding to the uncollected items.

  According to another aspect of the present invention, there is provided a customer information management method for extracting customer information included in mail data in an electronic mail transmitted / received between a first terminal device and a second terminal device; Analyzing the customer information included in the data, registering the analyzed customer information in a database and creating a customer ledger; and based on the customer ledger in the database, uncollected items in the customer information When it is detected, the processor executes a step of cooperating with the web search engine to satisfy the insufficient customer information corresponding to the uncollected items.

  According to another aspect of the present invention, there is provided a customer information processing program for extracting customer information included in mail data in an electronic mail transmitted / received between a first terminal device and a second terminal device; Analyzing the customer information contained in the mail data, registering the analyzed customer information in a database and creating a customer ledger; uncollected items in the customer information based on the customer ledger in the database; When it is detected that there is an unacquired item, the processor is caused to execute a step of cooperating with the web search engine to satisfy the insufficient customer information corresponding to the uncollected items.

  According to the disclosed technology, by cooperating with a Web search engine such as a Web crawler and fulfilling insufficient customer information, the use value of customer information in the business execution organization can be increased for the customer staff. It is possible to improve without any problems.

  Other objects, features and advantages will become apparent upon reading the detailed description set forth below when taken in conjunction with the drawings and the appended claims.

The block diagram which shows the structure of the customer information management system of one Embodiment. The figure which shows the structure of the customer information management server in one embodiment. The figure for demonstrating the customer information in one embodiment, a weighting point, and a customer ledger. The figure for demonstrating the customer information processing in one embodiment. The figure for demonstrating the detail of process S45 in FIG.

  Hereinafter, further detailed description will be given with reference to the accompanying drawings. The drawings show preferred embodiments. However, it can be implemented in many different forms and is not limited to the embodiments described herein.

[Customer information management system]
Referring to FIG. 1 showing a system configuration in one embodiment, a customer information management system 1 includes a customer information management server 2, an email server 3, an email terminal device 4, an email terminal device 5, and a communication network 6. Including.

  The communication network 6 is composed of an IP (Internet Protocol) network such as the Internet and an intranet, and accommodates a customer information management server 2, an email server 3, an email terminal device 4, and an email terminal device 5, respectively.

  The e-mail terminal devices 4 and 5 are composed of a computer terminal such as a personal computer, a data terminal such as a workstation, and a mobile phone terminal such as a smartphone, and each has a different e-mail address (may be simply referred to as an address). Assigned. The e-mail terminal devices 4 and 5 have e-mail software (program and data), and by starting this software, e-mail (simply described as e-mail) via the communication network 6 and the e-mail server 3 Send / receive).

  The e-mail terminal device 4 is used by a customer belonging to a business execution organization such as a company and a business (here, the supplier company B), and the e-mail terminal device 5 is used as a business execution organization such as a business and a business ( Here, it is used by a customer staff member who belongs to the company A) (sometimes simply referred to as a staff member). The company A to which the customer person in charge who uses the electronic mail terminal device 5 belongs is a user contractor of the customer information management server 2 described in detail later. Here, one representative e-mail terminal device 4, 5 is illustrated, but there are actually a plurality of e-mail terminal devices 4, 5. The hardware and functional components of these e-mail terminal devices 4 and 5 are not shown because they can be easily understood and implemented by those skilled in the art.

  The e-mail server 3 that is an e-mail post has a mailbox (not shown), and in this mailbox, mail data (character information, voice information, and image) for each e-mail destination (destination) e-mail address. A storage area for storing information) is allocated. An e-mail transmitted from one e-mail terminal device or the like to another e-mail terminal device is stored in the corresponding storage area of this mailbox, and the destination e-mail terminal apparatus stores mail data from this storage area, that is, By reading the e-mail addressed to itself, e-mail transmission / reception is performed. The e-mail server 3 is a server computer that is operated and managed by an ISP (Internet Service Provider) or the like, and its hardware and functional components can be easily understood and implemented by those skilled in the art. Since it is, the illustration is omitted.

  The customer information management server 2 as a customer information management device is a server computer that is operated and managed by an ASP (Application Service Provider) or the like, and performs a fulfillment process of missing customer information in cooperation with a web search engine such as a web crawler. This makes it possible to further improve the use value of customer information in the business execution organization (company A).

[Overview of customer information management server]
The customer information management server 2 in the customer information management system 1 described above includes hardware and functional components as illustrated in FIG.

  That is, the customer information management server 2 stores a CPU (Central Processing Unit) 21 as a processor, a RAM (Random Access Memory) 22 as a working memory, and a boot program for startup as hardware components. ROM (Read Only Memory) 23.

  The customer information management server 2 also includes a non-volatile flash memory 24 that stores an OS (Operating System), application programs, and various types of information (including data) in a rewritable manner, a communication control unit 25, a NIC (Network Interface). And a communication interface (IF) unit 26 such as a card.

  The customer information management server 2 includes an electronic mail acquisition unit 201, a customer information extraction unit 202, a customer ledger creation unit 203, a customer information satisfaction unit 204, a web crawler 205, a customer information evaluation unit 206, as functional components detailed later. And a customer information management database DB1.

  Here, the Web crawler 205 is stored in the flash memory 24 as a Web search engine (Web search software). The customer information management database DB1 is configured in the flash memory 24.

  In order to logically realize the other functional components described above in the customer information management server 2, a customer information processing program is installed in the flash memory 24 as an application program. In the customer information management server 2, the processor (CPU) 21 always develops and executes this processing program in the RAM 22 when the power is turned on.

[Details of customer information management server]
More specifically with reference to FIGS. 1 and 2 and the related diagrams, the e-mail acquisition unit 201 in the customer information management server 2 is sent from the e-mail terminal device 5 used by the customer staff belonging to the company A to the business partner. Email sent to the email terminal device 4 used by the customer belonging to the company B (that is, the customer of the company A), and the email terminal device 5 sent from the email terminal device 4 The e-mail (received mail) received by is acquired from the communication network 6 in real time. The acquired electronic mail is stored in a buffer memory in a FIFO (First in First Out) format.

  This acquisition action by the e-mail acquisition unit 201 is permitted in advance because the company A to which the customer person in charge who uses the e-mail terminal device 5 belongs is a use contractor of the customer information management server 2. In order for the acquisition unit 201 to acquire an e-mail from the communication network 6 (strictly speaking, a transmission line of the communication network 6), for example, a TAP (tap) having a branching / extracting function for a network transmission signal is employed. That's fine.

  The customer information extraction unit 202 sequentially stores customer information included in mail data (may be described as mail text) in the mail header, body, and signature column in the email acquired by the email acquisition unit 201. To extract.

  The mail header (including mail address (type of destination: To, Cc, Bcc) and subject), body text, and mail data in the signature column in the e-mail includes personal information and company information (business execution organization) as customer information. Information). The personal information includes, for example, an e-mail address, name, gender, birthday, hobby, department, job title, direct telephone (TEL) number, and direct facsimile (FAX) number. The company information includes, for example, a company name, company name reading, company zip code, company address, representative telephone number, and representative facsimile number. This company information includes company ancillary information described in detail later.

  The customer ledger creation unit 203 analyzes customer information included in the email data in the email extracted by the customer information extraction unit 202, and registers (newly registers) the analyzed customer information in the customer information management database DB1. To create a customer ledger. When the customer ledger creation unit 203 creates the customer ledger, an email address in the customer information indicates that the corresponding customer name list (may be simply referred to as a name list) is not already registered in the customer information management database DB1. Check based on. When the corresponding customer name list is already registered in the customer information management database DB1, the customer ledger creation unit 203 updates it by overwriting the analyzed customer information.

  The customer ledger created (registered) in the customer information management database DB1 includes personal information and company information as customer information (see FIG. 3). In this customer ledger, other records such as names are associated with each record of the customer list using the mail address as key information. Here, the e-mail address is the address of the e-mail terminal device 4 used by the customer belonging to the business partner company B.

  When the customer information fulfillment unit 204 detects that there is an uncollected item in the contents of the customer information based on the customer ledger registered (newly registered and already registered) in the customer information management database DB1, We will work together to fulfill the shortage customer information (sometimes simply described as shortage information). The web crawler 205 is a web search engine for periodically acquiring document information and image information on the web and automatically creating a database. The customer information satisfaction unit 204 attempts to satisfy the shortage of customer information in cooperation with the Web crawler 205 by real-time processing, but may be performed by batch processing at night or the like as necessary.

  When the customer information fulfillment unit 204 detects, based on the customer ledger registered in the customer information management database DB1, for example, that there is “company attached information” (see FIG. 3) as an uncollected item in the customer information, The web crawler 205 is requested (instructed) to acquire the insufficient information. The web crawler 205 acquires the lack of correspondence information from the web page specified by the company name to which the customer belongs and reports it to the customer information satisfaction unit 204 by web search.

  The customer information satisfaction unit 204 reflects the company-accompanying information reported from the Web crawler 205 as customer information in the customer ledger, and satisfies the shortage information. As a result, the customer ledger registered in the customer information management database DB1 further includes company attached information. Here, the company-attached information includes, for example, a homepage (HP) address, a business type, a company size / number of employees, an industry ranking, a company code, a TSE code, and stock listing information.

  Further, the customer information fulfillment unit 204 is included in “personal information” and “corporate information” (see FIG. 3) as uncollected items in the customer information based on the customer ledger registered in the customer information management database DB1. When it is detected that there is such an item, the web crawler 205 is requested to acquire this shortage information. The web crawler 205 acquires the lack of correspondence information through the same web search and reports it to the customer information satisfaction unit 204. The customer information satisfaction unit 204 reflects the shortage information reported from the Web crawler 205 as customer information in the customer ledger, and satisfies the shortage information.

  The customer information extraction unit 202 described above extracts the customer information included in the mail data, the customer ledger creation unit 203 analyzes the customer information included in the mail data, or the customer information satisfaction unit 204 performs the satisfaction process. In order to implement the above, it is only necessary to employ an existing language processing technique such as natural language processing, and to use a machine learning analysis technique of artificial intelligence (AI) for natural language understanding as necessary.

  The customer information management server 2 according to the embodiment described above acquires e-mails transmitted and received between the e-mail terminal device 5 and the e-mail terminal device 4 from the communication network 6 (see process S41 in FIG. 4); The customer information included in the mail data in the extracted e-mail is extracted (see step S42 in FIG. 4); the customer information included in the extracted mail data is analyzed, and the analyzed customer information is the customer When registering in the information management database DB1 and creating a customer ledger (see processing S43 in FIG. 4); based on the customer ledger in the customer information management database DB1, It includes a feature that seeks to satisfy insufficient customer information corresponding to uncollected items in cooperation with the crawler 205 (see step S44 in FIG. 4).

  In the customer information management server 2 of the above-described embodiment, the customer information fulfillment unit 204 completes the customer information fulfillment process in cooperation with the Web crawler 205, thereby terminating the customer information processing. The name list information is automatically registered in the corresponding name list of the customer ledger as a system process before the end. The directory information includes, for example, a registration date, a registrant (customer contact), an update date, and an updater (customer contact). The list information is acquired based on the mail data in the transmission / reception mail of the electronic mail terminal device 5 and either the standard time or the total seconds (integrated seconds).

  As will be described in detail later, the customer information management server 2 as a modified example of the embodiment is based on the customer ledger in the customer information management database DB1 and the degree of satisfaction of customer information (accuracy of customer list (completeness)) May be further included (see step S45 in FIG. 4).

  The customer information evaluation unit 206 in the customer information management server 2 evaluates the degree of satisfaction of customer information based on the customer ledger in the customer information management database DB1. That is, the evaluation unit 206 assigns predetermined completion points (evaluation values) according to the collection items of customer information in the customer ledger. Then, the evaluation unit 206 explicitly reflects this completion point on each collection item of customer information in the customer ledger.

  As illustrated in FIG. 3, the completion points as evaluation values are weighted according to each item of customer information. The completion points include basic points and additional points (+ X) defined for each piece of personal information, company information, and company attached information. These basic points and additional points are parameters and can be appropriately changed according to the situation. The total number of basic points is 100 points. Customer information in which basic points and additional points are defined is stored in advance in the flash memory 24 as a definition file and is referred to by the customer information evaluation unit 206.

  The customer information evaluation unit 206 sets weighted completion points (weighted evaluation values) determined in advance according to the collection items of customer information in the customer ledger, evaluates the degree of satisfaction of customer information, and sums the completion points (sum total) ) Until the predetermined value is satisfied, an instruction to continuously satisfy the shortage information is given. When setting the weighted completion point, the customer information evaluation unit 206 evaluates the degree of satisfaction of the customer information in consideration of the accuracy such as the match between the email address and the company name for the collection items of the customer information in the customer ledger.

  Specifically, the customer information evaluation unit 206 selectively performs the first, second, and third actions according to the result of evaluating the satisfaction degree of the customer information with the weighted completion points. That is, the customer information evaluation unit 206, when the total of the completed points does not reach the first predetermined value, that is, the total of the completed points indicating the degree of satisfaction of the customer information is less than the first predetermined value (here 55 points). When it is the first stage, the first action for promoting the fulfillment process of the shortage information (shortage customer information) is performed.

  Further, the customer information evaluation unit 206, when the total of the completed points does not reach the second predetermined value, that is, the total of the completed points is equal to or more than the first predetermined value (here, 55 points) and the second predetermined value (here, When the second stage is less than 80 points), the second action for continuing the insufficient information satisfaction process is performed.

  Further, the customer information evaluation unit 206, when the total of completed points reaches the second predetermined value, that is, when the total of completed points is the third stage equal to or higher than the second predetermined value (80 points in this case), A third action for ending the insufficient information satisfaction process is performed.

  More specifically, as illustrated in FIG. 5, the customer information evaluation unit 206 performs the first action to be performed when the total number of completion points indicating the degree of satisfaction of customer information is the first stage of less than 55 points. Creates a request mail for promoting the fulfillment process of the shortage information, and sends the created request mail to the communication control unit 25 and the communication IF to the electronic mail terminal device 5 used by the customer representative belonging to the company A. The data is transmitted in cooperation with the unit 26 (see process S51 in FIG. 5). It should be noted that the communication network 6 and the electronic mail server 3 are omitted unless it becomes unclear.

For example, “The customer account list created based on your sent / received email has the following missing customer information. Click the URL below to help complete the directory.
Insufficient customer information: gender, birthday, hobbies https: // *********. "****** / ****** 123456 /" is described.

  In the electronic mail terminal device 5 that has received the request mail, when a customer person in charge clicks on a URL (Uniform Resource Locator), an information editing screen (satisfaction interface screen) (not shown) is displayed. When the customer clerk finishes inputting known data related to gender, birthday, and hobbies as missing customer information on the satisfaction interface screen, the customer information management server 2 receives the missing customer information through the satisfaction interface screen. Thereafter, it is acquired by the customer information evaluation unit 206 (see process S52 in FIG. 5).

  The customer information evaluation unit 206 instructs the customer ledger creation unit 203 to reflect the sex, birthday, and hobby data corresponding to the acquired shortage customer information in the corresponding name list of the customer ledger (processing S53 in FIG. 5). reference). The customer ledger creation unit 203 performs this instruction.

  Supplementing the first action described above, even if the customer information fulfillment unit 204 cooperates with the web crawler 205 to fulfill the shortage customer information, customer information that may contribute to actual business development, for example, Information on hobbies is difficult to automatically acquire (collect). However, such information reflects the actual situation of customers and is an important item. By executing the first action, the customer information evaluation unit 206 can cooperate with the electronic mail terminal device 5 used by the customer representative through the satisfaction interface screen to promote the satisfaction of the insufficient customer information.

  In addition, the customer information evaluation unit 206 performs a shortage information satisfaction process in the second action that is performed when the total number of completed points indicating the degree of satisfaction of customer information is the second stage of 55 points or more and less than 80 points. Is instructed to the e-mail acquisition unit 201, the customer information extraction unit 202, the customer ledger creation unit 203, and the customer information fulfillment unit 204 (see process S54 in FIG. 5). At this time, the customer information evaluation unit 206 may identify and notify the shortage information at the current stage.

  When the shortage information continuation instruction is received from the customer information evaluation unit 206 and the shortage information at the current stage is specified, the customer information fullness unit 204 cooperates with the Web crawler 205 to store specific shortage information. Satisfaction can be achieved quickly.

  Further, the customer information evaluation unit 206 terminates the shortage information satisfaction process in the third action that is performed when the total number of completion points indicating the degree of satisfaction of the customer information is the third stage of 80 points or more. In the customer information management database DB1, an end flag corresponding to the corresponding name list of the customer ledger is set to the on “1” state (see step S55 in FIG. 5).

  Then, the customer information evaluation unit 206 creates a contact mail for notifying that the shortage information fulfillment process is to be completed, and communicates the created contact mail to the email terminal device 5 used by the customer staff. The data is transmitted in cooperation with the control unit 25 and the communication IF unit 26 (see process S56 in FIG. 5). In this contact mail, for example, “Customer ledger directory created based on your sent / received mail has been completed and we will contact you” is described.

  In the electronic mail terminal device 5 that has received the contact mail, when the customer person in charge returns a confirmation mail, the confirmation mail is received by the customer information management server 2 and then acquired by the customer information evaluation unit 206 (FIG. 5). (See step S57).

  The customer information evaluation unit 206 that has acquired the confirmation mail evaluates the degree of contribution of the customer staff based on the corresponding list in the customer ledger, and sets this contribution evaluation result in the corresponding list in the customer ledger as name book information (FIG. 5). (See step S58).

  The language processing technology and the machine learning analysis technology can also be adopted in the processing performed by the customer information evaluation unit 206 described above.

[Effect in one embodiment]
The customer information management server 2 in the customer information management system 1 of the embodiment described above acquires an electronic mail transmitted and received between the electronic mail terminal device 5 and the electronic mail terminal device 4 from the communication network 6; Extract customer information included in the mail data in the mail; analyze the customer information included in the extracted mail data, register the analyzed customer information in the customer information management database DB1, and create a customer ledger When it is detected that there is an uncollected item in the customer information based on the customer ledger in the customer information management database DB1, the shortage customer information corresponding to the uncollected item is satisfied in cooperation with the Web crawler 205, Use value of customer information in the business execution organization (company A) to which the customer representative who uses the electronic mail terminal device 5 belongs It can be improved without increasing the labor of customer personnel. In addition, customer information (for example, business card information) that tends to be buried in each customer staff can be automatically shared as an organization, and productivity of various operations can be dramatically improved.

  Further, the customer information management server 2 sets a weighted evaluation value determined in advance according to the collection items of the customer information in the customer ledger, evaluates the satisfaction degree of the customer information, and the sum of the weighted evaluation values has a predetermined value. Until satisfied, the accuracy of the customer ledger's roster (completeness level) can be achieved by linking with the e-mail terminal device 5 through the satisfaction interface screen or by linking with the web crawler 205 to perform the continuous satisfaction processing of the missing customer information. ) Can promote improvement.

  Further, the customer information management server 2 evaluates the contribution degree of the person in charge of the customer based on the list of the customer ledger, and sets the contribution evaluation result in the list of the customer ledger as the list information, thereby reflecting it in the award system. It is also possible to cooperate with other customer information management systems such as CRM (Customer Relationship Management) that uses a customer ledger name list.

[Other variations]
The processing in the above-described embodiment is provided as a computer-executable program, and can be provided via a non-transitory computer-readable recording medium such as a CD-ROM or a flexible disk, and further via a communication line.

  In addition, each of the processes in the above-described embodiment can be performed by selecting and combining any or all of the processes.

DESCRIPTION OF SYMBOLS 1 Customer information management system 2 Customer information management server 3 Email server 4 Email terminal device 5 Email terminal device 6 Communication network DB1 Customer information management database 201 Email acquisition part 202 Customer information extraction part 203 Customer ledger preparation part 204 Customer information Satisfaction unit 205 Web crawler 206 Customer information evaluation unit

Claims (10)

Customer information extracting means for extracting customer information contained in mail data in an electronic mail transmitted and received between the first terminal device and the second terminal device;
A customer ledger creating means for analyzing the customer information included in the extracted mail data and registering the analyzed customer information in a database to create a customer ledger;
A customer information fulfillment unit that, based on the customer ledger in the database, detects that there is an uncollected item in the customer information, and fulfills insufficient customer information corresponding to the uncollected item in cooperation with a web search engine; ;
Set a predetermined weighted evaluation value according to the collection items of customer information in the customer ledger, evaluate the satisfaction degree of customer information, and the shortage until the sum of the weighted evaluation values satisfies a predetermined value A customer information evaluation means for carrying out continuous fulfillment processing of customer information;
A customer information management device comprising: The customer information evaluation means includes
When the sum of the weighted evaluation values indicating the satisfaction degree of the customer information is the first stage less than the first predetermined value, the satisfaction of the insufficient customer information is performed in cooperation with the first terminal device through the satisfaction interface screen. Take the first action to expedite the process,
When the sum of the weighted evaluation values is a second stage that is equal to or greater than a first predetermined value and less than a second predetermined value, a second action for continuing the insufficient customer information fulfillment process in cooperation with the web search engine Carried out
When the sum total of the weighted evaluation values is a third stage equal to or greater than a second predetermined value, a third action for ending the insufficient customer information satisfaction process is performed.
The customer information management device according to claim 1 . The predetermined weighted evaluation value includes a base point and an additional point defined according to the item of customer information,
The customer information management apparatus according to claim 1 or 2 . The customer information includes both personal information and business execution organization information included in mail data in the mail header, text, and signature section in the e-mail.
The customer information management apparatus according to claim 1 or 2 . The customer ledger includes both personal information and business execution organization information as the customer information.
The customer information management apparatus according to claim 1 or 2 . In the customer ledger, other customer information is associated with an email address as key information, and the email address is used by the customer belonging to the business execution organization of the business partner. Email address,
The customer information management apparatus according to claim 1 or 2 . The first terminal device is used by a customer representative belonging to a business execution organization, and the second terminal device is used by a customer belonging to a business execution organization of a business partner.
The customer information management apparatus according to claim 1 or 2 . Extracting customer information contained in mail data in an e-mail transmitted and received between the first terminal device and the second terminal device;
Analyzing the customer information contained in the extracted mail data, registering the analyzed customer information in a database and creating a customer ledger;
Based on the customer ledger in the database, if it is detected that there is uncollected items to the customer information, in conjunction with web search engines work to satisfaction of the uncollected items corresponding lack customer information;
Set a predetermined weighted evaluation value according to the collection items of customer information in the customer ledger, evaluate the satisfaction degree of customer information, and the shortage until the sum of the weighted evaluation values satisfies a predetermined value Implement continuous fulfillment of customer information;
A customer information management device comprising a processor. Extracting customer information contained in mail data in an electronic mail transmitted and received between the first terminal device and the second terminal device;
Analyzing the customer information included in the extracted mail data, registering the analyzed customer information in a database, and creating a customer ledger;
When it is detected that there is an uncollected item in the customer information based on the customer ledger in the database, and the insufficient customer information corresponding to the uncollected item is satisfied in cooperation with a web search engine;
Set a predetermined weighted evaluation value according to the collection items of customer information in the customer ledger, evaluate the satisfaction degree of customer information, and the shortage until the sum of the weighted evaluation values satisfies a predetermined value Implementing a continuous fulfillment process of customer information;
The customer information management method that the processor executes. Extracting customer information contained in mail data in an electronic mail transmitted and received between the first terminal device and the second terminal device;
Analyzing the customer information included in the extracted mail data, registering the analyzed customer information in a database, and creating a customer ledger;
When it is detected that there is an uncollected item in the customer information based on the customer ledger in the database, and the insufficient customer information corresponding to the uncollected item is satisfied in cooperation with a web search engine;
Set a predetermined weighted evaluation value according to the collection items of customer information in the customer ledger, evaluate the satisfaction degree of customer information, and the shortage until the sum of the weighted evaluation values satisfies a predetermined value Implementing a continuous fulfillment process of customer information;
Customer information processing program that causes a processor to execute.