JP6543148B2 - Sales activity support system - Google Patents

Description

  The present invention relates to a sales activity support system that supports sales activities for customers of industrial machines, particularly industrial machines installed in factories and the like.

  In Patent Document 1, based on condition data such as transaction amount information and registered user information, from the customer information registered in the customer database, priority customer information which is information of a priority customer who is to perform a focused sales activity. A sales activity support method for extracting and displaying key customer information on a sales staff terminal is disclosed. According to this sales activity support method, the sales staff can carry out sales activities based on the priority customer information, so that it is possible to improve the business efficiency for the priority customer.

JP 2004-145636

  By the way, in the case of an industrial machine used at a manufacturing site or the like, a maintenance service such as maintenance inspection, repair, provision of technical information, etc. is usually performed even after a customer purchases a product. Therefore, the business relationship between the customer and the manufacturer will continue for a long time. In addition, the frequency of maintenance work may decrease during a long maintenance period. A reduction in the frequency of maintenance work may cause a failure of a working machine, which may cause a loss of a customer, such as causing troubles in manufacturing operations. For this reason, it is required to maintain the implementation frequency of maintenance work appropriately. However, the method described in Patent Document 1 can not meet such a demand.

  The present invention has been made in view of the above circumstances, and its main object is to provide a sales activity support system capable of properly maintaining the frequency of maintenance work performed by a customer.

In order to solve the problems described above, the sales activity support system according to one aspect of the present invention is a sales activity support system for supporting sales activities for customers of industrial machines, which is a customer's industrial machines A storage unit for storing performance information on maintenance, a rank setting unit for setting a rank of the customer based on the performance information on maintenance of the customer's industrial machine in the predetermined period stored in the storage unit, and the rank setting unit Note the customers whose first rank set based on the performance information in the first period is lower than the second rank set based on the performance information in the second period before the first period, In the case where there are selection means for selecting a customer, and there are other customers belonging to a rank higher than the first rank set for the noted customer selected by the selection means , Based on the actual information about the maintenance industrial machinery of the other customers, and an output means for outputting a target value for the operating activities with respect to the target customer, said output means, said that has been set for the target customer Regarding maintenance of an industrial machine in the first period of the other customer belonging to the same rank as the current rank of the noted customer as the target value when there is no customer belonging to a rank higher than the first rank It is configured to output an average order value .

Further, in the above aspect, the selection unit is configured to, for each customer, a total order amount for maintenance of the industrial machine in the first period, a total order amount per industrial machine in the first period, and The target customer may be selected based on the total number of cases related to maintenance of the industrial machine in one period.

  Further, in the above aspect, the selection means is such that the first rank is the lowest, and the track record of maintenance of the industrial machine in the first period exceeds the track record of maintenance of the industrial machine in the second period. The customer may be configured to be further selected as a customer of interest.

  Further, in the above aspect, the sales activity support system classifies the customer into a plurality of groups based on the type of industrial machine held, the number of industrial machines owned, and the contents of past orders for maintenance of the industrial machine. , And the output means is configured to output the target value for the customer of interest based on the result information on maintenance of the industrial machine of the other customer belonging to the same group as the customer of interest It may be done.

  Further, in the above aspect, the sales activity support system includes similar customer selection means for selecting a customer within a predetermined range from the average order amount as a similar customer from a total order amount for maintenance of the industrial machine in a predetermined period. The information processing apparatus may further include second output means for outputting performance information on maintenance of the industrial machine in the predetermined period of the similar customer selected by the similar customer selection means.

  Further, in the above aspect, the sales activity support system is based on the rank related index and the type of industrial machine based on the rank of the customer and the number of held industrial machines for each type set by the rank setting unit. An index generation unit configured to generate an index related to the number of owned vehicles for each customer; and customer analysis result information based on an index related to the rank generated by the index created interface and an index related to the number of owned machines for each type of industrial machine 3 output means may be further provided.

  Further, in the above aspect, the index generation unit performs multiple regression analysis with the sales forecast for the customer as a target variable, the rank of the customer and the number of owned industrial machines for each type as explanatory variables, and the coefficients of the explanatory variables , And may be configured to generate an index related to the rank and an index related to the number of owned machines of each type of the industrial machine based on the acquired coefficients of the explanatory variables.

  Further, in the above aspect, the third output means may set the index relating to the rank in a coordinate space in which the index relating to the rank and the number of owned machines for each type of the industrial machine are coordinate axes orthogonal to each other. (1) Output the above-mentioned customer analysis result information indicating which of the plurality of areas defined by the reference value and the second reference value set for the index relating to the number of held machines for each type of industrial machine belongs to It may be configured to

  Further, in the above aspect, the index generation unit may be configured to generate an index related to the rank and an index related to the number of owned machines for each type of the industrial machine, for a customer in a set area.

  Further, in the above aspect, the index generation unit may be configured to generate an index related to the rank and an index related to the number of owned machines for each type of the industrial machine, for a customer belonging to a set industry.

  According to the sales activity support system according to the present invention, it is possible to maintain the execution frequency of the maintenance work at the customer properly.

FIG. 1 is a schematic view showing a configuration of a sales activity support system (server) and a communication connection destination according to an embodiment of the present invention. BRIEF DESCRIPTION OF THE DRAWINGS The block diagram which shows the structure of the sales activity support system (server) which concerns on Embodiment 1 of this invention. The conceptual diagram which shows the structure of a customer information management database. The conceptual diagram which shows the structure of a customer satisfaction degree investigation result database. The conceptual diagram which shows the structure of a delivery machine information database. The conceptual diagram which shows the structure of an order-acceptance performance database. The conceptual diagram which shows the structure of a ranking result database. The conceptual diagram which shows the structure of a teaching material content database. The conceptual diagram which shows the structure of a salesperson information database. The conceptual diagram which shows the structure of a sales plan database. The flowchart which shows the process procedure of the rank setting process which the sales activity support system of Embodiment 1 of this invention performs. The flowchart which shows the processing procedure of sales sales activity plan creation assistance processing which the sales activity assistance system of Embodiment 1 of this invention performs. The flowchart which shows the process sequence of the attention customer selection process which the sales activity support system of Embodiment 1 of this invention performs. FIG. 7 is a diagram showing an example of a customer ranking classification result screen in the first embodiment. The flowchart which shows the processing procedure of the sales target value output process which the sales activity support system of Embodiment 1 of this invention performs. The figure which shows an example of a goal screen. The figure which shows an example of components total order value description screen. The figure which shows an example of a construction gross order value description screen. The flowchart which shows the process sequence of the reference technical information presentation process which the sales activity support system of Embodiment 1 of this invention performs. The figure which shows an example of a reference technical information screen. The flowchart which shows the process sequence of the reference sales plan information presentation process which the sales activity support system of Embodiment 1 of this invention performs. The figure which shows the structure of a reference sales plan screen. The flowchart which shows the process sequence of the sales plan registration process which the sales activity support system of Embodiment 1 of this invention performs. The figure which shows the structure of a sales plan input screen. The conceptual diagram which shows the structure of a customer-analysis result database. The flowchart which shows the process sequence of the customer analysis process which the sales activity support system of Embodiment 2 of this invention performs. The scatter diagram which shows an example of the distribution of the customer about a customer share equivalent value and a competitive advantage equivalent value. The flowchart which shows the process sequence of the customer analysis result presentation process which the sales activity support system of Embodiment 2 of this invention performs. FIG. 16 is a diagram showing an example of a customer ranking result screen in the second embodiment. Diagram showing an example of a customer analysis result screen

  Hereinafter, preferred embodiments of the present invention will be described with reference to the drawings. Each embodiment shown below is an example of a method and apparatus for embodying the technical idea of the present invention, and the technical idea of the present invention is not limited to the following. Absent. The technical concept of the present invention can be variously modified within the technical scope described in the claims.

Embodiment 1
The sales activity support system of the present embodiment is for supporting sales activities related to maintenance of industrial machines for customers. Here, as an industrial machine, various things, such as a reciprocating compressor, a screw compressor, a turbo compressor, a vacuum film-forming apparatus, a tire tester, a continuous kneader, and a rubber kneader, are assumed. These industrial machines are installed in a production facility such as a factory and used to manufacture products. Since industrial machines are used for a long time, maintenance services such as repair, inspection, replacement of parts and technical guidance are essential. Such maintenance services are provided by manufacturers of industrial machines. Also, a salesperson at the manufacturer performs sales activities for the customer and encourages the customer to properly receive maintenance service.

[Composition of sales activity support system]
In the present embodiment, the sales activity support system is realized by one server. FIG. 1 is a schematic view showing the configuration of the server and the communication connection destination. The server 1 is communicably connected to the terminals 2, 2,... Via a computer network such as an in-house LAN. These terminals 2, 2,... Are used by sales representatives of manufacturers of industrial machines.

  Next, the detailed configuration of the server 1 will be described. FIG. 2 is a block diagram showing the configuration of the server 1. The server 1 is realized by the computer 1a. As shown in FIG. 2, the computer 1 a includes a main body 11, an image display unit 12, and an input unit 13. The main body 11 includes a CPU 11a, a ROM 11b, a RAM 11c, a hard disk 11d, a reading device 11e, an input / output interface 11f, a communication interface 11g, and an image output interface 11h. The CPU 11a, the ROM 11b, the RAM 11c, the hard disk 11d, the reading device 11e The input / output interface 11f, the communication interface 11g, and the image output interface 11h are connected by a bus 11j.

  The CPU 11a can execute a computer program loaded to the RAM 11c. The computer 11 a functions as the server 1 as the CPU 11 a executes the computer program 14 a for sales activity support.

  The ROM 11 b is configured by a mask ROM, a programmable ROM (PROM), an erasable PROM (EPROM), an EEPROM (Electrically Erasable PROM), etc., and stores a computer program to be executed by the CPU 11 a and data used for the same. .

  The RAM 11 c is configured by SRAM, DRAM or the like. The RAM 11 c is used to read various computer programs recorded in the hard disk 11 d. The RAM 11 c is also used as a work area of the CPU 11 a when the CPU 11 a executes a computer program.

  The hard disk 11d is installed with various computer programs to be executed by the CPU 11a, such as an operating system and an application program, and data used to execute the computer program. A computer program 14a for supporting sales activities is also installed on the hard disk 11d.

  The reading device 11 e is configured by a flexible disk drive, a CD-ROM drive, a DVD-ROM drive, or the like, and can read a computer program or data recorded in the portable recording medium 14. The portable recording medium 14 stores a computer program 14 a for causing the computer 1 a to function as the server 1. The computer 1a reads the computer program 14a from the portable recording medium 14 using the reading device 11e, and installs the computer program 14a in the hard disk 11d.

  The computer program 14a is provided not only by the portable recording medium 14, but also from an external device communicably connected to the computer 1a by a telecommunication line (whether wired or wireless) via the telecommunication line. It is also possible to provide. For example, the computer program 14a may be stored in the hard disk of a server computer on the Internet, and the computer 1a may access the server computer to download the computer program 14a and install it on the hard disk 11d. is there.

  Further, the hard disk 11d includes a customer information management database (DB) 101, a customer satisfaction survey result database (DB) 102, a delivery machine information database (DB) 103, an order record database (DB) 104, and a ranking result database (DB). ), Teaching material content database (DB) 106, sales representative information database (DB) 107, and sales plan database (DB) 108 are provided. Details of each database will be described later.

  The input / output interface 11 f is, for example, a serial interface such as USB, IEEE 1394, or RS-232C, a parallel interface such as SCSI, IDE, or IEEE 1284, an analog interface including a D / A converter, an A / D converter, etc. It is configured. An input unit 13 including a keyboard and a mouse is connected to the input / output interface 11 f, and the user can input data to the computer 1 a by using the input unit 13.

  The communication interface 11g is an Ethernet (registered trademark) interface. The communication interface 11g is connected to the terminals 2, 2,... Through the wireless access point AP. The computer 1a transmits / receives data to / from the terminals 2, 2,... Connected to the wireless access point AP using the predetermined communication protocol by the communication interface 11g.

  The image output interface 11 h is connected to the image display unit 12 configured of an LCD, a CRT, or the like, and outputs, to the image display unit 12, a video signal corresponding to the image data supplied from the CPU 11 a. The image display unit 12 displays an image (screen) according to the input video signal.

Next, details of each of the above-described databases will be described with reference to the drawings.
(A) Customer information management DB 101
The customer information management DB 101 is a database for storing information on customers. FIG. 3 is a conceptual view showing the configuration of the customer information management DB 101. As shown in FIG. As shown in FIG. 3, the customer information management DB 101 includes a customer ID for identifying a customer, a customer name, industry information on the industry and market to which the customer belongs, and a sales representative for identifying a sales representative in charge of the customer. It has an ID and area information indicating the location of the customer.

(B) Customer satisfaction survey result DB 102
The customer satisfaction degree survey result DB 102 is a database for storing the result of the questionnaire survey of the customer satisfaction degree. FIG. 4 is a conceptual diagram showing the configuration of the customer satisfaction degree survey result DB 102. As shown in FIG. As shown in FIG. 4, the customer satisfaction survey result DB 102 has a customer ID, a survey date indicating a date when the customer satisfaction survey was conducted, and a customer satisfaction. The customer satisfaction degree is, for example, a customer satisfaction degree survey in which a 5-step evaluation is performed for each of a plurality of question items, and an average value of evaluation values of all the questions is used as the customer satisfaction degree at the time of survey execution. Note that the above-mentioned customer satisfaction level is only an example, and it is possible to use other types of survey results as long as the information indicates the customer satisfaction level numerically.

(C) Delivery machine information DB 103
The delivered machine information DB 103 is a database for storing information on the industrial machine delivered to the customer. FIG. 5 is a conceptual diagram showing the configuration of the delivery machine information DB 103. As shown in FIG. As shown in FIG. 5, the delivery machine information DB 103 identifies a delivery machine ID for identifying an industrial machine (hereinafter referred to as "delivery machine") delivered to a customer, and identifies a customer of a delivery destination of the delivery machine. The customer ID of the destination, the delivery machine type indicating the type of delivery machine, and the delivery date. For example, when the industrial machine is a compressor, the delivered machine type is information indicating whether the type of the delivered compressor is a screw type, a reciprocating type, or a turbo type.

(D) Received order results DB 104
The order record DB 104 is a database for storing order record information on maintenance of the industrial machine. The received order result DB 104 stores, for each received order item, information on the received order results. Here, the received orders include the purchase of parts of delivered machinery and equipment, equipment inspection, repair, and engineer dispatch for technical guidance, and one part purchase, equipment inspection, repair, or engineer dispatch , 1 case.

  FIG. 6 is a conceptual diagram showing the configuration of the order record DB 104. As shown in FIG. As shown in FIG. 6, in the received order record DB 104, received order number for identifying received order data, order receiving customer ID for specifying the order receiving customer, and delivery machine to be the target of receiving order are specified. The target delivery machine ID, the received order amount, the sales amount, the received item name, the received order type, the received order details, and the received date are included. The order item is the name of the purchased part in the case of parts purchase, and in the case of equipment inspection, it is the name of the inspected place or the type of inspection in the delivered machine, and in the case of repair, the delivered machine In the case of a dispatched engineer, it is referred to as “dispatched engineer”. The order types include "parts purchase", "equipment inspection work", and "others". The order type in the case of parts purchase is “parts purchase”, the order type in the case of equipment inspection and repair is “construction such as equipment inspection”, and in the case of engineer dispatch and technical information provision, it is “others”. The order content details are text data indicating the content of the order item.

(E) Rank division result DB 105
The ranking result DB 105 is a database for storing information on the result of ranking the customers. In this sales activity support system, the customers are classified. Ranking is performed by assigning a rank value of 1 to 5 to the customer according to the customer's order performance for a certain period. The rank value 1 is the highest rank, and the higher the rank value, the lower the rank. Also, customers are classified into a plurality of groups according to their characteristics. Ranking is performed for each group. The period to be ranked (hereinafter referred to as “targeted order reception period”) is specified by specifying the start date and the end date. Details of the process of ranking will be described later.

  FIG. 7 is a conceptual diagram showing the configuration of the ranking result DB 105. As shown in FIG. As shown in FIG. 7, in the ranking result DB 105, the customer ID, the target order acceptance period start date indicating the start date of the target order acceptance period, the target order acceptance period end date indicating the end date of the target acceptance period, and the customer are allocated. Group ID for identifying the group, rank value indicating the ranking result, implementation date for ranking, customer satisfaction at the time of implementation of ranking, total order amount in target order acceptance period, total order acceptance per delivery machine equipment in target order acceptance period Amount, total sales profit per delivery machine during target order period, total number of projects per delivery machine during target order period, total point value during target order period, and customer's possession at the time of ranking execution The total number of mechanical devices is the number of delivered mechanical devices. Here, the customer satisfaction at the time of ranking is the latest customer satisfaction at the time of ranking. In addition, the total order receipt price per delivery machine in the target order acceptance period is a value obtained by averaging the total order acceptance price from the customer in the target order acceptance period by the number of delivery machine units, and the delivery machine 1 in the target order acceptance period 1 The gross profit per unit is the value obtained by averaging the gross profit from customers in the target order acceptance period by the number of machines delivered, and the total number of projects per delivered machine per unit in the target order acceptance period This is a value obtained by averaging the total number of orders received from customers in the target order acceptance period by the number of delivered machines. Also, the total point value will be described later.

(F) Teaching material content DB 106
The teaching material content DB 106 is a database for storing teaching material content on maintenance of the industrial machine. FIG. 8 is a conceptual diagram showing the configuration of the teaching material content DB 106. As shown in FIG. As shown in FIG. 8, the teaching material content DB 106 has teaching material content ID for specifying teaching material content, title of the teaching material content, outline of the teaching material content, substance data of the teaching material content, teaching material content type, and target machine type. doing. The outline of the teaching material content is a list of keywords related to the teaching material content. The substance data of the teaching material content is, for example, a document file such as a PDF (Portable Document Format) file, a moving image or a still image video file, an audio file, drawing data, or the like. The teaching material content type indicates the type of the teaching material content, and includes “product knowledge”, “parts knowledge”, “check knowledge”, “construction knowledge”, “functional enhancement / improvement knowledge” and the like. The target machine type indicates the type of the industrial machine targeted by the teaching material content.

(G) Sales representative information DB 107
The sales representative information DB 107 is a database for storing information on sales representatives. FIG. 9 is a conceptual diagram showing the configuration of the sales representative information DB 107. As shown in FIG. As shown in FIG. 9, the sales representative information DB 107 is a sales representative ID, sales representative name, sales area information for identifying an area that the sales representative is responsible for, sales representative of the sales activity skill level of the sales representative. Has a skill value. The sales skill value is a value obtained by evaluating the skill level of sales activity in three stages, and there are "beginning", "intermediate" and "senior".

(H) Sales plan DB 108
The sales plan DB 108 is a database for storing a sales sales plan created by a sales representative. FIG. 10 is a conceptual diagram showing the configuration of the sales plan DB 108. As shown in FIG. As shown in FIG. 10, the sales plan DB 108 has sales representative ID, customer ID, group ID, rank value, rank execution date, and sales sales plan information. The sales sales plan is created by the sales representative using the result of ranking the customers. The group ID is an ID for specifying a group to which the customer belongs when the sales representative creates the sales sales plan for the customer. The rank value is the rank value of the latest customer when the sales representative creates the sales sales plan for the customer. The ranking execution date is the latest ranking execution date when the sales representative creates the sales sales plan for the customer. The sales sales plan information is text data of the sales sales plan created by the sales representative.

[Operation of sales activity support system]
Next, the operation of the sales activity support system configured as described above will be described with reference to a flowchart.

<1> Rank Setting Process The sales activity support system (server 1) carries out ranking of customers regularly (for example, every year) or irregularly.

  FIG. 11 is a flowchart showing the processing procedure of the rank setting process performed by the sales activity support system (server 1) according to the embodiment of this invention. When executing the rank setting process, the operator operates the input unit 13 of the server 1 to input the start date and end date of the target order acceptance period, the length of the target order acceptance period, and the implementation date of the ranking into the server 1 . The above information may be input to the server 1 using the terminal 2 instead of inputting the information from the input unit 13 to the server 1. The server 1 receives the start date and end date of the target order acceptance period, the length of the target order acceptance period, and the implementation date of the rank division (S101).

  Next, the CPU 11a of the server 1 reads all the registered customer IDs from the customer information management DB 101 (S102). The CPU 11a searches the delivery machine information DB 103 using the read customer ID as a key, and counts the number of installed delivery machines and the ratio of each type of delivery machine for each customer (S103).

The CPU 11a searches the order record DB 104 using the customer ID as a key, and totals the following items for each customer (S104).
(1) Total order value in target order period (2) Total order value per delivery machine in target order period (3) Total sales profit per delivery machine in target order period (4) Target order Total number of projects per delivered machine / equipment in period (5) Component purchase order ratio in target order period (6) Construction order ratio in target order period The component purchase order ratio is the total part purchase price with respect to the total order value The construction order ratio is a percentage of the ratio of the total amount of construction work (such as equipment inspection and repair) to the total order value.

The CPU 11a uses the total order amount calculated in S104 to calculate a total order amount point (S105). The total order amount value point is divided into cases depending on whether the total order amount is equal to or more than the threshold value A _max and is calculated by the following equation.
<When the total order value is less than A _max >
Total order value point = total order value ÷ A _max × A _range
<When the total order value is A _max or more>
Total order value point = A _range
Here, A _range is the upper limit value of the total order value point. For example, when A _max is 500 million yen and A _range is 150, if the total order amount is 300 million yen, the total order amount point will be 90, and if the total order amount is 600 million yen, the total order will be The amount point is 150.

The CPU 11a uses the total order receipt price per delivery machine apparatus calculated in S104 (hereinafter referred to as "the order receipt price by apparatus") to calculate an order receipt value point by apparatus (S106). The order value for each apparatus is classified according to whether the order value for each apparatus is equal to or more than the threshold B _max and is calculated according to the following equation.
<When the order value by device is less than B _max >
Order value by device = Order value by device _max B _max × B _range
<When the order value for each device is B _max or more>
Order value by equipment point = B _range
Here, B _range is the upper limit value of the order amount value for each apparatus.

The CPU 11a uses the gross profit amount per delivered machine apparatus calculated in S104 (hereinafter referred to as "apparatus sold separately") to calculate the apparatus sold separately amount point (S107). The separately sold apparatus bonus amount points are classified according to whether or not the separately sold unit bonus price is equal to or more than the threshold C _max , and is calculated by the following equation.
<When the unit sale price is less than C _max >
Device separately sold profit amount point = device sold separately profit amount × C _max × C _range
<When the unit sold separately is more than C _max >
Equipment optional gain point = C _range
Here, C _range is the upper limit value of the device optional gain amount point.

The CPU 11a uses the total number of cases per delivery machine device calculated in S104 (hereinafter, referred to as "the number of cases by device") to calculate the number-of-items-by-device case point (S108). The item number classified by device is classified into cases depending on whether the number of items classified by device is equal to or more than the threshold value D _max and is calculated by the following equation.
<When the number of items per device is less than D _max >
Number of Items by Device Point = Number of Items by Device ÷ D _max × D _range
<When the number of items per device is D _max or more>
Number of _{Items Per} Device = D _range
Here, D _range is an upper limit value of the number-of-apparatus-by-device item point.

The CPU 11a uses the points calculated in S105 to S108 to rank the customers (S109). Specifically, the total point value for each customer, the order amount point for each device, the gain for each item sold separately from the device, and the total point value obtained by integrating the item count for each device falls under any of the following criteria: Depending on what you do, ranking is done.
Rank 1: Total point value X X _range × 0.8
Rank 2: Total point value X X _range × 0.6
Rank 3: Total point value X X _range × 0.4
Rank 4: Total point value X X _range × 0.2
Rank 5: Total point value <X _range × 0.2
Here, the total point upper limit value X _range is given by the following equation.
X _range = A _range + B _range + C _range + D _range

  Next, the CPU 11a classifies the customers into a plurality of groups using the number of installed delivery machines and the ratio for each delivery machine type calculated in S103, and the parts purchase order ratio and the construction order ratio calculated in S104. (S110).

The grouping of S110 will be described. Grouping is performed according to the following three points. Here, it is assumed that there are three types of delivered mechanical devices A, B, and C.
<Aspect 1> Configuration (1) A of a delivery machine apparatus owned by a customer (A: 70% or more of the total).
(2) Composed mainly of B (the number of owned B is 70% or more of the total).
(3) Composed mainly of C (the number of owned C is 70% or more of the total).
(4) Composed of multiple models (other than the above (1) to (3))
<Viewpoint 2> The number of installed machines (1) The number of machines installed is small (the number of machines installed is 5 or less).
(2) The number of machines installed is somewhat large (the number of machines installed is 6 or more and 15 or less).
(3) The number of machines installed is large (the number of machines installed is 16 or more).
<Viewpoint 3> Order Contents for Maintenance (1) Mainly, order replacement parts (part purchase order ratio is 70% or more).
(2) Mainly, order equipment inspection work (construction order ratio 70% or more).
(3) Order both replacement parts and equipment inspection work (other than the above (1) and (2)).

  In S110, the CPU 11a classifies the customers into 36 groups based on the above three viewpoints. As described above, the customers are ranked into five ranks for each of the 36 groups.

  Next, the CPU 11a searches the customer satisfaction degree research result DB 102 using the customer ID as a key, and acquires the latest customer satisfaction degree research result for each customer (S111). Furthermore, the CPU 11a registers the result of rank division obtained by the above processing in the rank division result DB 105 (S112), and ends the rank setting processing.

<2> Sales Sales Activity Plan Creation Support Processing The sales activity support system (server 1) has a sales sales activity plan creation support function. The sales representative uses the sales activity planning support function of the sales activity support system to create a sales activity plan.

  FIG. 12 is a flowchart showing a processing procedure of sales sales activity plan creation support processing executed by the sales activity support system (server 1) according to the embodiment of this invention. The sales and sales activity planning support processing includes a target customer selection processing (S200) for selecting a target customer in sales activity, a sales target value output processing (S300) for outputting a sales target value for the target customer, and a reference technical information presentation processing (S400), reference sales plan information presentation processing (S500), and sales plan registration processing (S600) are included.

<2-1> Attention Client Selection Process FIG. 13 is a flowchart showing the processing procedure of the attention customer selection process executed by the sales activity support system (server 1) according to the embodiment of this invention. When executing the notable customer selection process, the salesperson inputs his salesperson ID into the terminal 2 and gives the server 1 an instruction to execute the attention customer selection process. Thereby, the sales representative ID is transmitted to the server 1. The sales representative ID may not be provided from the terminal 2 to the server 1, but the sales representative ID may be input to the server 1 by operating the input unit 13 of the server 1. The server 1 receives the sales representative ID (S201).

  The CPU 11a searches the customer information management DB 101 using the received sales representative ID as a key, and acquires the customer information of the customer whom the sales representative is in charge (S202).

  The CPU 11a searches the rank classification result DB 105 using the customer ID acquired in S202 as a key, and acquires the current (latest) rank classification result information and the previous rank classification result information for each customer (S203). In addition, "rank classification result information" here means the information of each item contained in 1 record of rank classification result DB105.

  The CPU 11a calculates the difference value between the current ranking result information and the previous ranking result information for each of the rank value, the total order receipt price, the order receipt price by equipment, the equipment commission gain, and the number of projects by equipment. (S204). The difference value is obtained by the present value-previous value. That is, when the current value is larger than the previous value, the difference value is a positive number, and when the current value is smaller than the previous value, the difference value is a negative number.

  The CPU 11a searches the delivery machine information DB 103 using the customer ID acquired in S202 as a key, acquires the oldest date of delivery for each customer, and from the date of delivery obtained, the relationship construction year with the customer (The number of years from the earliest date of delivery to the present) is calculated (S205).

  The CPU 11a generates the information for displaying the customer ranking result screen for the sales representative based on the information obtained in S203 to S205, and the terminal used by the sales representative for the instruction input of the sales sales support processing. The information is transmitted to the device 2, and the customer rank division result screen is displayed on the terminal 2 (S206).

  FIG. 14 is a diagram showing an example of the customer ranking classification result screen in the present embodiment. As shown in FIG. 14, the customer ranking classification result screen 200 includes a list 201 of customers that the sales representative is in charge of. In the list 201, each piece of customer information is arranged and displayed in order from the customer having the highest total point value used for the ranking, with the customer information on one customer being taken as one line.

  The customer information displayed in the list 201 includes the customer name ("the name of the customer in charge in Fig. 14"), the number of installed delivery machines ("the number of delivered machines" in FIG. 14), the rank value, the total order amount, The order amount by equipment ("Order received per unit" in Fig. 14), the sales proceeds from equipment sold separately ("A profit per unit amount" in Fig. 14), and the number of projects by equipment ("total number of projects" in Fig. 14) Is included. Also, under the customer name, the name of the industry to which the customer belongs ("Industry information" in FIG. 14) is displayed in parentheses. Similarly, the relationship building years under the number of installed machine tools, and the difference value between the current and previous rank values under the rank value (“Rank value change” in FIG. 14) Below is the difference value between the current and previous total orders received (“change from last time” in FIG. 14), and below the received order by device is the difference between the current and previous orders received by device (FIG. 14). In “Change from the last time”, the difference value between the equipment sale price and the equipment sales difference between this time and the previous time (“Change from the previous time” in FIG. 14) is below the number of projects by equipment. In the table, the difference value between the current number and the previous number of item-by-apparatus numbers (“change from last time” in FIG. 14) is displayed in parentheses, respectively.

Refer again to FIG. The CPU 11a selects, from among the customers in charge of the sales representative, focused customers who are customers targeted for sales activities, and is provided on the left side of the row of the customers selected as the focused customers in the list 201. Check the check box 203 (S207). As a target customer, a customer who meets any of the following selection criteria (1) and (2) is selected.
<Selection criteria>
(1) Customers whose rank value has dropped from the previous time (2) Both the previous and current rank values are 4 or 5, and the total order value, the order value by equipment, the equipment sales proceeds, and the number of projects by equipment The customer selection criterion (1) in which the current value has increased by a predetermined amount or more (for example, 150% or more) from the previous value in any two or more, focuses on customers whose performance with regard to maintenance of industrial machines is decreasing. The selection criterion (2) is for selecting a customer whose performance with regard to maintenance of the industrial machine has recently increased as a notable customer.

  In S207, a sales representative can also select a notable customer. The sales representative can put a check and set it as a notable customer by performing an operation of selecting the check box 203 of the row of the customer not selected as the notable customer. In addition, it is possible to perform an operation of selecting a check box 203 of a row of a customer selected as a notable customer, cancel the check, and remove it from the notable customer.

  As shown in FIG. 14, a decision button 202 is provided on the customer ranking classification result screen 200. The confirmation button 202 is a button for confirming selection of a customer of interest. By performing the operation of selecting the confirm button 202, the sales representative can confirm the selection of the customer of interest, and can give the server 1 an instruction to start the sales target value output process. When the confirmation button is selected, the CPU 11a stores the customer ID of the customer of interest in the RAM 11c (S208), and ends the customer selection processing of interest.

<2-2> Sales Target Value Output Process FIG. 15 is a flowchart showing the processing procedure of the sales target value output process executed by the sales activity support system (server 1) according to the embodiment of this invention.

  As shown in FIG. 15, the CPU 11a acquires, from the ranking result DB 105, the latest ranking result information of all customers, that is, the record with the latest date of the ranking execution for each customer (S301). The CPU 11a divides the ranking result information acquired in S301 into customer groups having the same group and rank value, and calculates an average order receipt price for each customer group (S302). In the process of S302, the average order receipt price is calculated by dividing the sum of the total order receipts by the number of customers for each group of customers having the same group and rank value.

  The CPU 11a searches the ranking result DB 105 using the customer ID of the customer of interest as a key, and acquires, for each customer of interest, the group ID and the rank value on the latest date of ranking classification implementation (S303).

The CPU 11a sets the target value of the sales activity for each focused customer according to the following setting rules (1) and (2) (S304).
<Target value setting rule>
(1) When the latest rank value of the target customer is 2 or less, the rank value one rank higher than the latest rank value of the target customer is set as the target rank value, the group is the same as the target customer, and the rank value is the target The average order value of the customer group one higher than the customer is the sales target value.
(2) When the latest rank value of the noted customer is 1, the rank value 1 is set as the target rank value, and the average order value of the customer group in which both the group and the rank value are the same as the noted customer is set as the sales target amount.

  The CPU 11a searches the ranking result DB 105 for a customer whose total order value is within ± 10% of the sales target value set in S304 for each focused customer, and sets the searched customer as a similar customer candidate, and a similar customer candidate The customer ID of, the target order acceptance period start date, and the target order acceptance period end date are acquired (S305). Here, the search target of similar customer candidates is not limited to only information whose ranking execution date is the latest. That is, even if the total order amount in the latest target order reception period does not apply to the condition of the similar customer candidate, if the total order amount in the previous target reception period applies the same condition, the customer is regarded as the similar customer candidate. The target order acceptance period start date and the target order acceptance period end date acquired in S305 are the target order acceptance period start date and the target order acceptance period end date in the record that meets the condition of the similar customer candidate.

  The CPU 11a searches the order record DB 104 using the customer ID acquired in S305, the target order acceptance period start date, and the target order acceptance period end date, and acquires order acceptance record information within the target order acceptance period for each similar customer candidate. (S306).

  The CPU 11a extracts the target delivery machine ID from the received order result information of similar customer candidates acquired in S306, searches the delivery machine information DB 103 using the target delivery machine ID as a key, and corresponds to the target delivery machine ID. The delivery machine type to be obtained is acquired (S307).

  The CPU 11a searches the customer satisfaction survey result DB 102 using the customer IDs of the noted customer and similar customer candidates as keys, and calculates the absolute value of the difference in customer satisfaction between the noted customer and each similar customer candidate, The similar customer candidate with the smallest absolute value of the difference in customer satisfaction is set as a similar customer (S308).

  The CPU 11a searches the sales plan DB 108 using the customer ID of the similar customer, the date of rank division execution, and the rank value as keys, and acquires the sales sales plan created by the sales representative in charge of the similar customer. This sales and sales plan is created using the ranking result in the target order acceptance period that meets the condition of the similar customer candidate described above.

  The CPU 11a identifies the order acceptance result information of the similar customer from the order acceptance result information acquired in S306, and calculates the total order amount for each order acceptance type using the identified order acceptance result information (S309). The total order amount for each order type includes the total order amount for the order type "parts purchase" (hereinafter referred to as "total part order amount") and the total order amount for the order type "equipment inspection etc." The term “total construction order value” is included.

  Furthermore, the CPU 11a generates information for displaying a target screen for presenting a target of sales activities for a customer of interest, and transmits the information to the terminal 2 on which the customer ranking classification result screen has been displayed. The target screen is displayed on the screen (S310).

  FIG. 16 is a diagram showing an example of the target screen. As shown in FIG. 16, on the target screen 300, target information 301a and 301b related to the target value is displayed for each target customer. The target information 301a, 301b includes the name of the customer of interest, the number of installed machines (in FIG. 16 "the number of machines delivered"), the current rank value (in FIG. 16 "this rank value"), the current total order value (In FIG. 16, “current total order amount”, target rank value, and sales target amount (“target total order amount” in FIG. 16) are included. The “industry information” is displayed in parentheses in 16. Similarly, the number of years in which the relationship has been built under the number of installed machines, and the difference between the current and previous rank values under this rank value. The value (“rank value change” in FIG. 16) is the difference between the current order value and the previous order value difference (“change from the previous time”) is the target rank value under the current order value. Below it is necessary to reach the target rank value from this rank value Speed increase rank, increase amount required to under the sales target amount of money to reach the sales target amount of money from the total order amount of this time is displayed in parentheses, respectively.

  Further, similar customer information 302a related to similar customers related to the target information 301a is displayed below the target information 301a, and similar customer information 302b related to similar customers related to the target information 301b is displayed below the target information 301b. There is. That is, in the example of FIG. 16, the similar customer information 302 a is information on the similar customer “X company (at the time of ranking in 2009)” selected for the target customer “T company” of the target information 301 a, The information 302 b is information on the similar customer “company A (at the time of ranking in 2012)” selected for the focused customer “company Y” of the target information 301 b. The similar customer information 302a and 302b includes the names of similar customers, the year of rank classification, the type of delivered machinery and equipment, the total parts order value 303a and 303b, and the total construction order value 304a and 304b.

  Parts total order receipts 303a and 303b are links for calling out detailed information of the respective parts total orders. When an operation is performed to select the total parts order value 303a and 303b in the terminal 2, the total parts order value statement screen is displayed. The total construction order value 304a and 304b is a link for calling up detailed information on each construction total order value. When the operation for selecting the construction total order value 304a and 304b is performed in the terminal 2, the construction total order value description screen is displayed.

  FIG. 17 is a diagram showing an example of a component total order receipt price detail screen. FIG. 17 shows a component total order receipt price detail screen displayed when the component total order receipt amount 303a of company X (at the time of ranking in 2009) is selected. The parts total order value detail screen 310 shows a breakdown of the order amounts for which the order type is “part purchase” for similar customers. In the example of FIG. 17, of the total order value of parts of 6,000,000 yen, the order amount of “○ part (for △ reserve)” is 4,000,000 yen, and “□□ part (○ The order price for the exchange of △ is 2,000,000 yen.

  FIG. 18 is a diagram showing an example of a construction total order receipt price detail screen. FIG. 18 shows a screen for a total construction order price displayed on the screen when the total construction order price 304a of company X (at the time of ranking in 2009) is selected. The construction total order receipt price detail screen 320 shows, among similar customers, a breakdown of the order receipt amount for which the order receipt type is “construction such as equipment inspection”. In the example of FIG. 18, all of the total construction order amount of 2,500,000 yen is the order amount of “○○ inspection work collective contract (10-year annual inspection)”.

  Refer to FIG. 16 again. On the target screen 300, buttons 305a and 305b for calling a sales sales plan input screen and buttons 306a for calling technical information as a reference for creating a sales sales plan on the right side of each of the target information 301a and 301b. , 306b and buttons 307a, 307b for calling a past sales sales plan to be used as a reference for creating a sales sales plan. The button 305a is for calling the input screen of the sales sales plan for the target customer "T company" of the target information 301a, and the button 305b is an input screen for the sales sales plan for the target customer "Y company" of the target information 301b. To call. Also, the button 306a is for calling technical information to be used as a reference for creating sales sales plan for the target customer "T company" of the target information 301a, and the button 306b is for the target customer "Y company" of the target information 301b. It is for calling out technical information that is useful for sales sales planning. The button 307 a is for calling the sales sales plan created for the similar customer “company X (at the time of ranking in 2006)” of the target customer “company T” of the target information 301 a, and the button 306 b is the target It is for calling up the sales sales plan created for the similar customer “company A (at the time of ranking in 2012)” of the customer “Y company” of the information 301 b.

  By displaying the target screen 300 as described above, the sales representative can confirm the target customer and the target value of the sales sales activity for the target customer. Thus, the CPU 11a ends the sales target output process.

<2-3> Reference Technology Information Presentation Process FIG. 19 is a flowchart showing the procedure of the reference technology information presentation process performed by the sales activity support system (server 1) according to the embodiment of this invention.

  The sales representative performs an operation to select the button 306 a or 306 b of the target screen 300 displayed on the display unit of the terminal 2 to display a reference technical information screen display request to the sales activity support system (server 1). Can be given. When such an operation is performed, the CPU 11a receives a display request for the reference technical information screen (S401).

  The CPU 11a is a similar customer corresponding to the display request of the reference technical information screen, that is, “X company (time of 2006 division)” which is a similar customer of the noted customer “T company” when the button 306a is selected, When the button 306 b is selected, the part order receipt of “company A (at the time of ranking in 2012)”, which is a similar customer to the notable customer “company Y”, and order receipt result information of construction orders are acquired from the order receipt DB 104 ( S402).

  The CPU 11a performs morphological analysis on the order item name and the details of the order details from the order record information of the parts order and the construction order acquired in S402, and extracts keywords (S403).

  The CPU 11a searches the teaching material content DB 106 using the keyword and the type of mechanical device extracted in S403, and specifies the teaching material content in which the keyword is included in the title or the summary (S404).

  The CPU 11a acquires each data of "title", "substantial data" and "teaching material content type" of the learning material content specified in S404 from the learning material content DB 106 (S405). Furthermore, the CPU 11a generates information for displaying the reference technical information screen, transmits the information to the terminal 2 which is a display request source of the screen, and causes the terminal 2 to display the reference technical information screen (S406 ).

  FIG. 20 is a diagram showing an example of the reference technical information screen. As shown in FIG. 20, when a plurality of teaching material contents are specified in S403, information related to each teaching material content is vertically arranged and displayed on the reference technology information screen 330. The information on one teaching material content includes a title, a teaching material content type, and a button 331 (332) for calling the teaching material content.

  The sales representative performs an operation to select the button 331 or 332 of the reference technical information screen 330 displayed on the display unit of the terminal 2 to display a corresponding teaching material content display request for the sales activity support system (server 1 Can be given). Each of the buttons 331 and 332 is for calling the teaching material content of the title displayed on the left. That is, in FIG. 20, button 331 is for calling teaching material content whose title is "about use of ○ parts", and button 332 is a teaching material whose title is "about the inspection work time of A type device". It is for calling content.

  Refer to FIG. 19 again. When an operation to select the button 331 or 332 is performed and an output request for teaching material content is issued, the CPU 11a reproduces or outputs the teaching material content by using the entity data of the requested teaching material content (S407). Thus, the CPU 11a ends the reference technical information presentation process.

<2-4> Reference Business Plan Information Presentation Process FIG. 21 is a flowchart showing the procedure of the reference business plan information presentation process executed by the sales activity support system (server 1) according to the embodiment of this invention.

  The sales representative performs an operation to select the button 307 a or 307 b of the target screen 300 displayed on the display unit of the terminal 2 to display the reference sales plan screen display request to the sales activity support system (server 1). Can be given. When such an operation is performed, the CPU 11a receives a display request for the reference sales plan screen (S501).

  The CPU 11a is a similar customer corresponding to the display request of the reference sales plan screen, that is, “X company (time of 2006 division)” which is a similar customer of the noted customer “T company” when the button 307a is selected, If button 307 b is selected, the past of “Company A (2012 ranking division time)” (similar to X ranking in the case of rank division 2006, company A is similar to the customer of the focused customer “Company Y”). The sales sales plan created in 2012 (at the time of ranking in 2012) and the sales representative ID of the sales representative who created the sales sales plan are acquired from the sales plan DB 108 (S502).

  The CPU 11a searches the sales representative information DB 107 using the sales representative ID acquired in S502 as a key, and acquires the sales representative's name, assigned area information, and sales skill value corresponding to the sales representative ID (S503) ). The in-charge area information and the sales skill value acquired in S503 are the latest (current) ones. Further, the CPU 11a generates information for displaying the reference sales plan screen, transmits the information to the terminal 2 which is a display request source of the screen, and causes the terminal 2 to display the reference sales plan screen (S504) ).

  FIG. 22 is a diagram showing the configuration of a reference sales plan screen. As shown in FIG. 22, the reference sales plan screen 340 displays the sales representative name, the area in charge, and the sales skill value. Further, a sales sales plan display area 341 is provided below the sales representative name, the area in charge, and the sales skill value.

  Thus, the CPU 11a ends the reference sales plan information presentation process.

<2-5> Business Plan Registration Process FIG. 23 is a flowchart showing the procedure of the business plan registration process performed by the business activity support system (server 1) according to the embodiment of this invention.

  The sales representative performs an operation to select the button 305 a or 305 b of the target screen 300 displayed on the display unit of the terminal 2 to display the sales plan input screen display request to the sales activity support system (server 1). Can be given. When such an operation is performed, the CPU 11a receives a display request for the sales plan input screen (S601).

  The CPU 11a selects the target customer corresponding to the display request of the sales plan input screen, that is, the target customer "T company" when the button 305a is selected, and the target customer "Y company" when the button 305b is selected, Generate information to display the sales plan input screen for entering sales sales plan for the user, send the information to the terminal 2 which is the display request source of the screen, and send the information to the terminal 2 Is displayed (S602).

  FIG. 24 is a diagram showing the configuration of the sales plan input screen. As shown in FIG. 24, the sales plan input screen 350 is provided with a text input box 351 and a button 352. The sales representative inputs the sales sales plan for the noted customer as text information in the text input box 351. A button 352 is for registering the input sales sales plan in the sales plan DB 108.

  Refer to FIG. 23 again. When the sales representative inputs the sales sales plan, the sales representative can provide the sales activity support system (server 1) with a sales sales plan registration request by performing an operation of selecting the button 352. When such an operation is performed, the CPU 11a receives a sales sales plan registration request (S603). When receiving the sales sales plan registration request, the CPU 11a registers the sales sales plan in the sales plan DB 108 (S604), and ends the sales plan registration process.

  By configuring as described above, the sales activity support system chooses a customer whose rank value is lower than the previous rank value as a customer of interest, and the results regarding maintenance of industrial machines are lower than before. Customers, ie customers whose maintenance work is not being performed frequently, can be the focus customers. Therefore, by conducting such sales activities intensively to such customers, it is possible to urge the execution of maintenance work and make the frequency of maintenance work appropriate.

Second Embodiment
A customer information management database (DB) 101, a customer satisfaction survey result database (DB) 102, a delivery machine information database (DB) 103, and a hard disk 11d of the sales activity support system (server 1) according to the present embodiment. Customer analysis result database in addition to order record database (DB) 104, ranking result database (DB) 105, teaching material content database (DB) 106, sales representative information database (DB) 107, and sales plan database (DB) 108 (DB) 109 is provided.

  FIG. 25 is a conceptual diagram showing the configuration of the customer analysis result DB 109. As shown in FIG. The customer analysis result DB 109 is a database for storing information of the analysis result of the customer as described later. As shown in FIG. 25, the customer analysis result DB 109 has customer ID, customer share equivalent value, competitive advantage equivalent value, and quadrant information indicating the quadrant to which the customer belongs.

  The other configuration of the sales activity support system according to the present embodiment is the same as the configuration of the sales activity support system according to the first embodiment, and thus the description thereof will be omitted.

  Next, the operation of the sales activity support system according to the present embodiment will be described.

  The operation of the sales activity support system according to the present embodiment is the same as the operation of the sales support system according to the first embodiment except for the customer analysis processing and the customer analysis result output processing described below.

<1-2> Customer Analysis Process The sales activity support system (server 1) executes a customer analysis process after executing the rank setting process. This customer analysis process is performed periodically (for example, every year) or irregularly, similarly to the ranking process.

  FIG. 26 is a flowchart showing a processing procedure of customer analysis processing executed by the sales activity support system (server 1) according to the embodiment of this invention.

  The CPU 11a of the server 1 reads all the registered customer IDs from the customer information management DB 101 (S151). The CPU 11a searches the delivery machine information DB 103 using the read customer ID as a key, and sets the number of delivery machines installed for each delivery machine type for each customer on the customer analysis processing implementation date (ie, ranking execution date). It totals (S152). Further, the CPU 11a searches the rank classification result DB 105 using the customer ID as a key, and reads out the total order amount and the rank value of the customer in the target order acceptance period (S153).

  Although the configuration in which the same target order acceptance period as the customer analysis processing implementation date and the rank setting processing is used for the customer analysis processing has been described here, the present invention is not limited to this. Not the customer analysis processing implementation date, but the total number of installed machines for delivery machine type for each customer on the analysis target date specified by the operator is calculated, regardless of the target order acceptance period for rank setting processing, the analysis target date The total order value may be acquired for a period that is a predetermined period back from the above, and the rank value of the customer on the analysis target date may be acquired.

The CPU 11a sets a sales forecast multiple regression equation with the total order value in the target order acceptance period as the target variable, which is the forecast sales amount, and the number of installed machines and ranks of delivered machines for each delivered machine type. The multiple regression analysis process is performed by the sales prediction multiple regression equation to calculate the coefficients (a to d) of the respective explanatory variables (S154). The sales forecast multiple regression equation is as follows.
y = ax ₁ + bx ₂ + cx ₃ + dx ₄ + e
Here, y is the sales forecast, x ₁ is the installed machine number of delivery machine type A (screw type), x ₂ is the installed machine number of delivered machine type B (reciprocal type), x ₃ is the delivered machine type The number of installed B (turbo type), x ₄ is a rank value, and e is a probability error. If the delivered machine type is other than 3, the explanatory variable and its coefficient may be increased or decreased according to the number.

Next, the CPU 11a calculates the customer share equivalent value S and the competitive advantage equivalent value T for each customer according to the following formula (S155).
S = aM _1α + bM _2α + cM _3α
T = dL _α
Here, M _1α is the number of installed machines at customer α of delivery machine type A, M _2α is the number of installed machines at customer α of delivery machine type B, and M _3α is the number of installed machines at customer α of delivery machine type C , L _α indicates the rank value of the customer α. The customer share equivalent value S is an index related to the number of machines owned for each delivery machine type, and the competitive advantage equivalent value T is an index related to the rank value of the customer. The competitive advantage equivalent value T is an index close to the subjective image of the relationship between the business and the customer, while the customer share equivalent value S is an index based on objective information such as the number of vehicles owned for each device type. is there.

Next, the CPU 11a groups customers by area and industry, and sets a minimum customer share equivalent value S _min for each area and industry (S156). The minimum customer share equivalent value S _min is a customer share equivalent value such that the total order amount in the target order acceptance period becomes a reference value (eg, 100 million yen). The minimum customer share equivalent value S _min is a value for dividing the total order amount into a good customer and a customer who is not sufficiently high. In other words, customers whose customer share equivalent value S is the minimum customer share equivalent value S _min or more can be evaluated as a customer whose total order amount is excellent, and customers whose customer share equivalent value S is less than the minimum customer share equivalent value S _min are total It can be evaluated as a customer whose order value is not sufficient.

Here, the area is defined for each economic zone such as Japan, the United States, China, and the like. Also, when the delivered machine is a compressor, the industry is defined for each field of technology utilizing the compressor, that is, for each application of the compressor. Since the economic situation differs from area to area, even if the total order value is the same, if the areas are different, the product price setting etc. may be different. Therefore, even if the same total order value is evaluated as a good customer in one area, it may be evaluated as a customer whose total order value is not high enough in another area. Moreover, some industries also have an industry that uses a large number of compressors and an industry that does not use a large number of compressors. Thus, even if the same total order value is rated as a good customer in one industry, another industry may be rated as a customer whose total order value is not high enough. Therefore, in the present embodiment, in order to evaluate customers relatively, the minimum customer share equivalent value S _min is set for each area and industry. If the difference in the total order value is not large for each industry, the minimum customer share equivalent value S _min may be set for each area. Further, if the difference in total order value among the areas is not large, the minimum customer share equivalent value S _min may be set for each industry. If the difference in total order value between areas and industries is not large, one minimum customer share equivalent value S _min may be set for all areas and all industries.

Next, the CPU 11a sets a minimum competitive advantage corresponding value T _min for each area and industry (S157). The minimum competitive advantage corresponding value T _min is a customer share equivalent value such that the rank value is equal to or more than a predetermined reference value (for example,). The minimum competitive advantage equivalent value T _min is a rank value, that is, a value for dividing a customer having a good relationship with a sales representative (or a manufacturer) with a customer having a poor relationship. In other words, a customer whose competitive advantage equivalent value T is equal to or more than the minimum competitive advantage equivalent value T _min can be evaluated as a good customer having a good relationship with a sales representative (or a manufacturer), and the competitive advantage equivalent value T A customer with less than the minimum competitive advantage equivalent value T _min can be evaluated as a customer who can not establish a good relationship with a sales representative (or a manufacturer). When the minimum customer share equivalent value S _min is set for each area, the minimum competitive advantage corresponding value T _min is also set for each area. When the minimum customer share equivalent value S _min is set for each industry, the minimum competitive advantage corresponding value T _min is also set for each industry. When one minimum customer share equivalent value S _min is set in all areas and all industries, one minimum competitive advantage equivalent value T _min is set in all areas and all industries.

FIG. 27 is a scatter diagram showing the distribution of customers for the customer share equivalent S and the competitive advantage equivalent T in an industry in an area. In FIG. 27, the vertical axis represents the customer share equivalent value S, and the horizontal axis represents the competitive advantage equivalent value T. As shown in FIG. 27, the rectangular coordinate space between the customer share equivalent value S and the competitive advantage equivalent value T has four quadrants (areas) by the minimum customer share equivalent value S _min and the minimum competitive advantage equivalent value T _min. Divided into

In the first quadrant, the customer share equivalent value S is greater than or equal to the minimum customer share equivalent value S _min , and the competitive advantage equivalent value T is greater than or equal to the least competitive advantage equivalent value T _min . The customers belonging to the first quadrant are good customers who have a large number of delivered machines and have a good relationship with a sales representative (or a manufacturer). Customers belonging to the first quadrant are expected to further expand sales.

In the second quadrant, the customer share equivalent value S is greater than or equal to the minimum customer share equivalent value S _min , and the competitive advantage equivalent value T is less than the minimal competitive advantage equivalent value T _min . The customers belonging to the second quadrant are customers who have a large number of machines for delivery and a weak relationship with a sales representative (or manufacturer). Customers belonging to the second quadrant are expected to expand sales by improving their relationships.

In the third quadrant, the customer share equivalent value S is less than the minimum customer share equivalent value S _min , and the competitive advantage equivalent value T is greater than or equal to the minimum competitive advantage equivalent value T _min . The customers belonging to the third quadrant are customers who have a small number of delivered machines, but have a good relationship with a sales representative (or a manufacturer). Customers belonging to the third quadrant are customers who have secured a certain sales size or more by establishing good relationships at present.

In the fourth quadrant, the customer share equivalent value S is less than the minimum customer share equivalent value S _min , and the competitive advantage equivalent value T is less than the minimum competitive advantage equivalent value T _min . The customers belonging to the fourth quadrant are customers who have a small number of machines for delivery and a weak relationship with sales representatives (or manufacturers). Customers belonging to the fourth quadrant are customers who need to consider sales strategies to expand sales.

  The CPU 11a determines, for each customer, the quadrant to which the customer belongs, and acquires quadrant information indicating the quadrant to which the customer belongs (S158).

The CPU 11a registers the customer analysis result obtained by the above processing, that is, the customer share equivalent value S for each customer, the competitive advantage equivalent value T, and the quadrant information in the customer analysis result DB 109 (S159). The minimum customer share equivalent value S _min and the minimum competitive advantage equivalent value T _min for each industry are stored in the hard disk 11 d (S 160), and the customer analysis process is ended.

<2-6> Customer Analysis Result Presentation Process The sales sales activity plan creation support process in the present embodiment includes a customer analysis result presentation process. The customer analysis result presentation process is a process of outputting the analysis result of the customer obtained as described above. FIG. 28 is a flowchart showing a processing procedure of a customer analysis result presentation process executed by the sales activity support system (server 1) according to the embodiment of this invention.

  The sales activity support system according to the present embodiment causes the terminal 2 to display a customer ranking classification result screen in the focused customer selection process.

  FIG. 29 is a diagram showing an example of a customer ranking classification result screen in the present embodiment. As shown in FIG. 29, in the customer ranking classification result screen 250, a customer analysis button 252 is provided on each row of the customer list 251. The customer analysis button 252 corresponds to the customer information of the row. The other configuration of the customer ranking result screen 250 is the same as the configuration of the customer ranking result screen 200 described in the first embodiment, and thus the description thereof will be omitted.

  The sales representative performs an operation of selecting the customer analysis button 252 of the customer ranking classification result screen 250 displayed on the display unit of the terminal 2, whereby the customer analysis including the customer ID corresponding to the customer analysis button 252 is performed. The display request of the result screen can be provided to the sales activity support system (server 1). At this time, the sales representative selects the customer analysis button 252 corresponding to the customer who wants to confirm the result of the customer analysis process. When such an operation is performed, the CPU 11a receives a display request for the customer analysis result screen (S251).

  The CPU 11a searches the customer information management DB 101, and acquires the customer IDs of all the customers who share the customer ID, the industry information, and the area information included in the display request of the customer analysis result screen (step S252). Hereinafter, the CPU 11a sets the area and industry corresponding to the customer ID included in the display request of the customer analysis result screen as the area and industry to be analyzed.

  The customer analysis button 252 is provided on each row of the customer list 251 on the customer ranking result screen, and the area and industry corresponding to the selected customer analysis button 252 have been described as the area and industry to be analyzed. Not limited to this. One customer analysis button 252 is provided on the customer ranking result screen, and if the customer analysis button 252 is selected, a predetermined area and industry may be analyzed, or an area and industry specification is received from a sales representative. It may be possible to analyze specified areas and industries.

  The CPU 11a searches the ranking result DB 105 using the customer ID acquired in S252 (or S263) as a key, and obtains the current (latest) ranking result information and the previous ranking result information for each customer ( S253).

  The CPU 11a calculates the difference value between the current ranking result information and the previous ranking result information for each of the rank value, the total order receipt price, the order receipt price by equipment, the equipment commission gain, and the number of projects by equipment. (S254).

  The CPU 11a searches the delivery machine information DB 103 using the customer ID acquired in S252 (or S263) as a key, acquires the oldest date of delivery for each customer, and from the obtained delivery date, Calculate the relationship construction year (the number of years from the earliest date of delivery to the present) (S255).

  The CPU 11a uses the difference value between the current order amount and the previous time of the total order amount as the forecasted value of the sales increase from this term, and calculates the sales forecast value of the next term for each customer (S256). In S256, the CPU 11a adds the predicted value of the sales increase from this term (that is, the difference value between the present and the last of the total order value) to the total order value for the current term, and sets this as the sales forecast value for the next term.

Next, the CPU 11a searches the customer analysis result DB 109 using the customer ID acquired in S252 (or S263) as a key, and the customer share equivalent value S corresponding to all the customer IDs acquired in step S252, equivalent to competitive advantage The value T and quadrant information are acquired (step S257). Further, the CPU 11a reads out the minimum customer share equivalent value S _min and the minimum competitive advantage equivalent value T _min corresponding to the area to be analyzed and the industry from the hard disk 11a (S258).

  The CPU 11a generates the information for displaying the scatter diagram shown in FIG. 27 based on the information obtained in S257 and S258, and the information on the terminal 2 used by the sales representative for instructing the display of the customer analysis result screen To display the scattergram on the terminal 2 (S259). By checking the scatter plot, the sales representative can grasp the distribution state of the customer from a broad perspective, such as which quadrant has many customers and which quadrant has few customers.

  Further, the CPU 11a generates information for displaying the customer analysis result screen based on the information obtained in S253 to S257, and the information on the terminal 2 used by the sales representative to input the instruction for displaying the customer analysis result screen To display the customer analysis result screen on the terminal 2 (S260).

  FIG. 30 shows an example of the customer analysis result screen. As shown in FIG. 30, the customer analysis result screen 400 is provided with a display unit 401 for displaying information on the area to be analyzed and a display unit 402 for displaying information on the industry to be analyzed. There is. The display units 401 and 402 are controls in the form of drop-down list, and the area and the industry can be changed by operation.

  In the customer analysis result screen 400, information on customers belonging to the area to be analyzed and the industry is classified and displayed in the first quadrant to the fourth quadrant. That is, the customer analysis result screen 400 is provided with the respective areas of the first quadrant to the fourth quadrant, and the area 411 of the first quadrant displays the information of the customer belonging to the first quadrant. An area 412 displays information on customers belonging to the second quadrant, an area on the third quadrant displays information on customers belonging to the third quadrant, and an area on the fourth quadrant displays information on customers belonging to the fourth quadrant. Is displayed. In the example shown in FIG. 30, the regions of the third quadrant and the fourth quadrant are not shown.

  In the area of each quadrant, customer information on one customer is listed as one line. In the area of one quadrant, each piece of customer information is displayed side by side in order from the customer having the highest sales forecast value for the next fiscal year calculated in S256.

  The customer information displayed in the area of each quadrant includes the sales forecast value for the next fiscal year, the customer name ("customer name in charge in FIG. 30"), the number of installed machine equipment ("machine number in delivered machine" in FIG. 30), Rank value, total order value, order value by device (“Order value per unit in FIG. 30”), gain amount from equipment sold separately (“sales amount per unit” in FIG. 30), and number of projects by unit (FIG. 30) In the “total number of cases”) is included. In addition, below the sales forecast value for the next fiscal year, the forecasted value of the sales increase from the current fiscal year ("increment from this fiscal period" in FIG. 30) is displayed in parentheses. Similarly, under the customer name, the name of the industry to which the customer belongs (“industry information” in FIG. 30), the number of years of relationship construction under the number of installed machines, and under this rank value The difference value between the rank value of and the rank value (“rank value change” in FIG. 30) is below the total order value, and the difference value (“change from the previous time” in FIG. The difference value between the current and previous orders received by the device under the order amount received by the device (“Change from last time” in FIG. 30) The difference value (“Change from last time” in FIG. 30) is below the number of cases by device, and the difference value between “number of cases by device between this time and last time (“ change from last time ”in FIG. 30) Displayed in parentheses.

  In addition, in the customer analysis result screen 400, when there is a customer who meets any of the selection criteria (1) and (2) described above, a double circle mark is displayed on the left of the customer name. The double circle mark is a mark indicating that the customer is a notable customer selected according to the selection criteria.

  Also, if there is a customer selected as a target customer by the sales representative checking on the customer ranking result screen 250, a black star mark is displayed on the left of the customer name. A black star mark is a mark indicating that the customer is a notable customer selected by a sales representative.

  The sales representative can confirm which customer belongs to each quadrant by confirming the customer analysis result screen as described above. For example, when a customer in charge belongs to the second quadrant, the sales performance can be expected to be improved by conducting sales activities to further improve the relationship with the customer. In addition, if the customer in charge belongs to the third quadrant, the relationship with the customer is good, so that aggressive sales activities are possible, and by conducting such sales activities, the sales results can be improved. I can expect it. In addition, it is possible to determine what kind of sales activities should be performed by confirming which quadrant a customer marked with a double circle belongs. In addition, quadrant information can also be used as a reference for determining which customer is the target customer.

  The sales representative can close the customer analysis result screen 400 by selecting the OK button 420 provided on the customer analysis result screen 400. When such an operation is received, the terminal 2 closes the customer analysis result screen 400 and sends a request for ending the customer analysis process to the server 1. The CPU 11a determines whether or not the end request has been received (S261). When the end request has been received (YES in S261), the customer analysis processing is ended.

  The sales representative can also reset the area or industry to be analyzed by operating the display units 401 and 402 of the customer analysis result screen 400. When such an input is performed, a screen update request including information of an area or industry designated from the terminal 2 is sent to the server 1.

  When the CPU 11 does not receive the end request (NO in S261), the CPU 11 determines whether the screen update request is received (S262). If the screen update request has not been received (NO in S262), the CPU 11a returns the process to S261.

  On the other hand, when the screen update request has been received (YES in S262), the CPU 11a searches the customer information management DB 101 and acquires the customer IDs of all the customers in the designated industry and area (step S263). The process is returned to, and the display of the terminal 2 is updated on the analysis result screen in which the designated industry and area are analyzed.

(Other embodiments)
In the first and second embodiments described above, when the latest rank value of the customer of interest is 2 or less, the rank value one higher than the latest rank value of the customer of interest is the target rank value, but is limited thereto It is not a thing. A rank value two or more higher than the latest rank value of the customer of interest may be set as the target rank value. That is, the rank value targeted by the customer of interest may be a rank value higher than the rank value of the customer of interest itself.

  Further, in the above-described Embodiments 1 and 2, when the latest rank value of the noted customer is 2 or less, the average order value of the customer group whose rank value is one higher than the noted customer is the sales target amount. It is not limited to The average order value of a group of customers having a rank value of 2 or more higher than the customer of interest may be the sales target value. That is, the sales amount targeted by the focused customer may be an average order value of a customer group higher than the rank value of the focused customer itself. In addition, the average order value of customers of all ranks higher than the customer of interest may be set as the sales target amount, or the average order amount of customer groups belonging to a plurality of ranks higher than the customer of interest may be set as the sales target amount. For example, when the latest rank value of the target customer is 5, the average order value of all the customers with ranks 1 to 4 can be the sales target amount, or the average of the customer groups with ranks 3 and 4 The order value can also be the sales target value.

  In the first and second embodiments described above, the target rank value and the sales target amount are displayed as target values on the target screen. However, the present invention is not limited to this. Only the target rank value or only the sales target amount may be displayed as the target value. Also, instead of the sales target amount, or together with the sales target amount, display the sales target amount per delivered machine, target sales profit amount per delivered machine, target number of projects per delivered machine You may Furthermore, it may be configured to output target values for other sales activities. For example, the number of visits to a customer of interest may be output as a target value.

  Further, in the above-described first and second embodiments, both the total order value per delivery machine in the target order acceptance period and the total sales profit per delivery machine in the target order acceptance period are set as ranks. Although the configuration used for the above is described, it is not limited thereto. The sum of the amount of money based on the order received for maintenance per industrial machine in the target order reception period may be used for rank setting. That is, the rank setting may be performed using any one of the total order receipt price per delivery machine during the target order acceptance period and the gross profit amount per delivery machine during the target order acceptance period. .

  Further, in the above-described first and second embodiments, the configuration for selecting and deciding the target customer by sales representative has been described, but the present invention is not limited to this. It is also possible to select a target customer by industry or area.

  In the first and second embodiments described above, although the configuration for creating the sales sales plan is described regardless of the sales skill value of the sales representative, the present invention is not limited to this. A sales sales plan may be created for each sales skill value.

  In the first and second embodiments described above, the configuration is described in which one similar customer is set for one customer of interest, but the present invention is not limited to this. A plurality of similar customers may be set for one target customer. In this case, similar customers may be displayed side by side in the order in which the total order amount is close to the sales target amount of the target customer.

  Further, in the second embodiment described above, the configuration in which the customer analysis button 252 for calling the customer analysis result screen is provided on the customer ranking result screen 250 has been described, but the present invention is not limited to this. A customer analysis button is provided in association with the information of each customer on the target screen, and a sales representative selects this customer analysis button to display a customer analysis result screen for analyzing the area and industry of the customer. It can also be configured. Further, information on quadrants may be added to each piece of customer information on the customer ranking classification result screen. As a result, the sales representative can grasp which quadrant each customer belongs to by simply confirming the customer ranking result screen, and can be used to select a notable customer.

  In the first and second embodiments described above, the configuration is described in which all processing of the computer program 14a is executed by the single computer 1a, but the present invention is not limited to this. It is also possible to use a distributed system in which the same processing as that of 14a is executed by being distributed by a plurality of devices (computers).

  The sales activity support system of the present invention is useful as a sales activity support system or the like that supports sales activities for customers of industrial machines, particularly industrial machines installed in factories and the like.

1 server 1a computer 11 main unit 11a CPU
11b ROM
11c RAM
11d hard disk 11e reader 11f input / output interface 11g communication interface 11h image output interface 11j bus 12 image display unit 13 input unit 14 portable recording medium 14a computer program 101 customer information management database 102 customer satisfaction survey result database 103 delivery machine information Database 104 Order Record Database 105 Ranked Result Database 106 Teaching Material Content Database 107 Sales Representative Information Database 108 Sales Planning Database 2 Terminals

Claims (10)

A sales activity support system to support sales activities for customers of industrial machinery,
A storage unit that stores performance information on maintenance of a customer's industrial machine;
Rank setting means for setting the rank of the customer based on the performance information on maintenance of the customer's industrial machine in the predetermined period stored in the storage unit;
The first rank set on the basis of the record information in the first period by the rank setting means is lower than the second rank set on the basis of the record information in the second period before the first period. Selection means for selecting a customer who is
When there is another customer belonging to a rank higher than the first rank set for the noted customer selected by the selection means, based on the track record information on maintenance of the other customer's industrial machine, An output means for outputting a target value related to sales activities for the noted customer;
Equipped with
The output means is the other target value that belongs to the same rank as the current customer rank of the customer of interest when there is no customer belonging to a rank higher than the first rank set for the customer of interest Configured to output an average order value for maintenance of the industrial machine during the first period of time of the customer;
Sales activity support system. The selection means includes, for each customer, a total order amount for maintenance of the industrial machine in the first period, a total order amount per industrial machine in the first period, and an industrial machine in the first period. It is configured to select a notable customer based on the total number of cases related to maintenance of
The sales activity support system according to claim 1. In the selection means, the first rank is the lowest, and a customer whose track record of maintenance of the industrial machine in the first period exceeds the track record of maintenance of the industrial machine in the second period is considered as a customer of interest Configured to be further selected,
The sales activity support system according to claim 1 or 2. The system further comprises classification means for classifying the customer into a plurality of groups based on the type of industrial machine held, the number of industrial machines held, and past orders received for maintenance of the industrial machine,
The output means is configured to output the target value for the customer of interest based on performance information on maintenance of industrial machines of the other customers belonging to the same group as the customer of interest.
The sales activity support system according to any one of claims 1 to 3. Similar customer selection means for selecting a customer within a predetermined range from the average order value as a similar customer from a total order value for maintenance of an industrial machine in a predetermined period;
Second output means for outputting performance information on maintenance of the industrial machine in the predetermined period of the similar customer selected by the similar customer selection means;
Further comprising
The sales activity support system according to any one of claims 1 to 4. Index generation means for generating an index relating to rank and an index relating to the number of owned industrial machines for each customer based on the rank of the customer and the number of owned industrial machines for each type set by the rank setting means When,
Third output means for outputting customer analysis result information based on the index related to the rank generated by the index generating means and the index related to the number of owned machines for each type of the industrial machine;
Further comprising
The sales activity support system according to any one of claims 1 to 5. The index generation means acquires a coefficient of the explanatory variable by performing multiple regression analysis with the sales forecast for the customer as an objective variable, the rank of the customer and the number of owned machines for each type of industrial machine as an explanatory variable. It is configured to generate an index related to the rank and an index related to the number of owned machines for each type of the industrial machine based on the coefficient of the explanatory variable.
The sales activity support system according to claim 6. The third output means is a first reference value set for the index related to the rank and the industry in a coordinate space in which the index related to the rank and the number of owned machines for each type of the industrial machine are coordinate axes orthogonal to each other Configured to output the customer analysis result information indicating which of the plurality of areas defined by the second reference value set for the index regarding the number of machines owned for each type of machine belongs to; Yes,
The sales activity support system according to claim 6 or 7. The index generating means is configured to generate an index related to the rank and an index related to the number of owned machines for each type of the industrial machine, for a customer in a set area.
The sales activity support system according to any one of claims 6 to 8. The index generation means is configured to generate an index related to the rank and an index related to the number of owned machines for each type of the industrial machine, for a customer belonging to a set industry.
The sales activity support system according to any one of claims 6 to 9.

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