JP7737997B2 - Sales support device, sales support method, and program therefor - Google Patents

Description

The present invention relates to a sales support device, a sales support method, and a program therefor for continuously provided services.

In sales activities for continuously provided services such as SaaS, a known method of sales management involves dividing the process from closing a deal to canceling the service into phases and assigning a team to each phase. While the units of phases vary depending on the service, as an example, they can be divided into nurturing, which explains the service overview to potential customers called leads and opens the door to sales opportunities by securing a commitment for actual negotiations; closing, which concludes a contract with the potential customer; and customer success, which ensures that closed customers continue using the service.

Each team's performance can be evaluated, for example, by the percentage of projects that progress to the next phase among those that came up in the phase they were responsible for.

However, the performance of each team is not necessarily directly linked to Customer Lifetime Value (CLTV), which is a management indicator for companies providing the service. CLTV refers to the amount a customer pays over the entire period they use the service, or an amount equivalent to that amount.

More specifically, if each team's performance is managed as a KPI, each team will inevitably be preoccupied with how many projects they can pass on from the previous phase to the next phase, making it unclear whether improving KPIs will contribute to improving CLTV, a management indicator for service providers. However, it is not easy for representatives of each team to individually decide what actions to take.

The present invention was made in consideration of these points, and its purpose is to provide a sales support device, sales support method, and program for continuously provided services that presents actions to service provider company personnel that are more likely to improve CLTV than in the past.

To achieve this objective, a first aspect of the present invention is a sales support method for a continuously provided service, characterized by including the steps of: a computer selecting at least one of one or more representatives of the service provider company assigned to a specific stage out of multiple stages that divide the period of sales activities conducted by the service provider company toward customers regarding the use of the service; a computer transmitting, to a first terminal used by one of the at least one selected representative, action presentation information for presenting one or more actions that can be presented in the specific stage; and a computer setting the next stage depending on the results of communication with the customer through actions taken by the representative using the first terminal toward the customer based on the action presentation information.

A second aspect of the present invention is a sales support method according to the first aspect, characterized in that the computer further includes a step of determining whether all required fields have been entered based on the results of the communication.

A third aspect of the present invention is a sales support method according to the second aspect, characterized in that the computer further includes a step of setting the next stage for the customer if the judgment result is positive, and again sending behavior presentation information to present one or more behaviors that can be presented at the specific stage if the judgment result is negative.

A fourth aspect of the present invention is a sales support method according to the first aspect, characterized in that the selection is made by referring to the correspondence between each customer's CLTV or corresponding score and the representative who handled each customer at each stage, and selecting the representative who has the largest total of the CLTV or corresponding score of the customers who handled the customer at the particular stage, or the largest value corresponding to the total of the CLTV or corresponding score of the customers who handled the customer at the particular stage.

Furthermore, a fifth aspect of the present invention is a sales support method according to the first aspect, characterized in that it further includes a step of changing the behavioral presentation information based on at least a portion of the behavioral history of one or more representatives selected in descending order of the CLTV or the corresponding score of the customers who were in charge at the particular stage, or the sum of the CLTV or the corresponding score of the customers who were in charge at the particular stage, or the value corresponding to the sum.

Furthermore, a sixth aspect of the present invention is a sales support method according to the fifth aspect, characterized in that the change includes changing optional items among the input items displayed by the input item display information to required items.

A seventh aspect of the present invention is a sales support method according to the first aspect, characterized in that it further includes the steps of: before setting the next stage, referring to the correspondence between each customer's CLTV or corresponding score and the representative who handled each customer at each stage, and selecting one or more representatives in descending order of the sum of the CLTV or corresponding score of the customers who will be handled at the next stage, or the value corresponding to the sum; sending representative display information to the first terminal for displaying the selected one or more representatives; receiving from the first terminal a selection notification of one of the one or more representatives displayed based on the representative display information; and determining, based on the selection notification, a representative to be assigned to the customer at the next stage.

Furthermore, an eighth aspect of the present invention is a sales support method of any one of the fourth to seventh aspects, characterized in that the CLTV is a predicted CLTV.

Furthermore, a ninth aspect of the present invention is a sales support method according to the eighth aspect, characterized in that the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted number of months of continuation or a value corresponding thereto.

Furthermore, a tenth aspect of the present invention is a sales support method according to the eighth aspect, characterized in that the predicted CLTV is a value obtained by multiplying the monthly unit price of the service by the predicted number of months of continuation, and then multiplying this value by a value inversely proportional to the number of days it takes for the target customer to sign a contract.

Furthermore, an eleventh aspect of the present invention is a sales support method according to any one of the fourth to tenth aspects, characterized in that the value corresponding to the CLTV or the sum of the corresponding scores is the CLTV or the sum of the corresponding scores calculated within the scope of contracts with customers for which the person in charge of any stage prior to the specific stage is the same as the customer.

Furthermore, a twelfth aspect of the present invention is any one of the fourth to tenth aspects, characterized in that the correspondence further includes, in addition to the person in charge of each customer at each stage, a correspondence between each customer's CLTV or corresponding score and the first contact point with each customer.

Furthermore, a thirteenth aspect of the present invention is a sales support method according to the twelfth aspect, characterized in that the value corresponding to the sum of the CLTV or the corresponding score is the sum of the CLTV calculated within the scope of contracts with customers whose first contact is the same as the target customer.

A fourteenth aspect of the present invention is a sales support method according to any one of the first to thirteenth aspects, characterized in that it further includes the steps of: displaying survey display information for displaying at least a portion of one or more input items displayed by input item display information included in the action presentation information on a second terminal used by the customer before transmitting the action presentation information to the first terminal; receiving responses to the survey displayed based on the survey display information from the second terminal; and transmitting at least a portion of the responses to the first terminal simultaneously with, before, or after the input item display information.

Furthermore, a 15th aspect of the present invention is a sales support method according to any one of aspects 1 to 14, characterized in that it further includes a step of changing the input item display information to make the required item an optional item when the predicted time required to input any required item displayed by the input item display information included in the action presentation information is equal to or longer than a predetermined time.

A sixteenth aspect of the present invention is a program for causing a computer to execute a sales support method for a continuously provided service, the method comprising the steps of: a computer selecting at least one of one or more representatives of the service provider company assigned to a specific stage among a plurality of stages that divide a period of sales activities conducted by the service provider company toward customers regarding the use of the service; a computer transmitting, to a first terminal used by one of the at least one selected representative, behavior presentation information for presenting one or more behaviors that can be presented in the specific stage; a computer transmitting, to a first terminal used by one of the at least one selected representative, behavior presentation information for presenting one or more behaviors that can be presented in the specific stage; and a computer setting a next stage depending on the results of communication with the customer through actions taken by the representative using the first terminal toward the customer based on the behavior presentation information.

A seventeenth aspect of the present invention is a sales support device for a continuously provided service, which selects at least one of one or more representatives of the service provider company assigned to a specific stage among a plurality of stages that divide the period of sales activities conducted by the service provider company toward customers regarding the use of the service, transmits action presentation information to a first terminal used by one of the at least one selected representative to present one or more actions that can be presented in the specific stage, and sets the next stage depending on the results of communication with the customer through actions taken by the representative using the first terminal toward the customer based on the action presentation information.

According to one aspect of the present invention, the content displayed on the display screen of the device used by each representative of the service provider company is appropriately determined according to the service being sold and the phase of the sales activity. This allows each representative to communicate with the customer as necessary in accordance with the content displayed on the device they use, allowing them to carry out sales activities efficiently without having to make excessive individual decisions.

1 is a diagram illustrating a sales support device according to a first embodiment of the present invention. FIG. 10 is a diagram showing an example of a screen that is first displayed to a person in charge of the nurturing phase in the first embodiment of the present invention. FIG. 10 is a diagram showing an example of the second screen displayed to a person in charge of the nurturing phase in the first embodiment of the present invention. 1 is a flowchart of a sales support method according to a first embodiment of the present invention. 10 is a flowchart of a sales support method according to a second embodiment of the present invention.

Below, an embodiment of the present invention is described in detail with reference to the drawings.

(First embodiment)
FIG. 1 shows a sales support device according to a first embodiment of the present invention. The sales support device 110 communicates with a terminal 120 of a user company of the sales support service provided by the sales support device 110 via a computer network such as the Internet. In this sales support service, members can be registered for each user company, and each member can be assigned to one of multiple phases of the service provided by the user company. In addition to directly assigning each member a phase, each member may also be assigned a phase indirectly by assigning a unit to which each member belongs and one or more phases to each unit. In this sales support service, each customer of each user company is assigned to a phase. The server 130 is used to provide the user company's services and can communicate with the sales support device 110 via the computer network as needed.

The service is provided on an ongoing basis, and is sold in multiple stages, spanning a period from the time a contract is concluded between the customer and the user company regarding the use of the service until cancellation. In this specification, a "service provided on an ongoing basis" refers to a service in which use of the service continues for more than one month and multiple payments are made based on a contract between the service provider and the customer; one example is a monthly subscription service.

The sales support device 110 comprises a communications unit 111 such as a communications interface, a processing unit 112 such as a processor or CPU, and a storage unit 113 including a storage device or storage medium such as a memory or hard disk, and can be configured by executing programs for performing each process. The sales support device 110 may include one or more devices, computers, or servers. The program may also include one or more programs, and may be recorded on a computer-readable storage medium to form a non-transitory program product. The program may be stored in the storage unit 113 or a storage medium 114 accessible from the sales support device 110, and executed by the processing unit 112. The data stored in the storage medium 114 may be stored in whole or in part in the storage unit 113. In this specification, data used by the sales support device 110 is stored in the storage unit 113 or the storage medium 114 and referenced as needed.

Figure 2 shows an example of a screen that is first displayed to a person in the nurturing phase in the first embodiment of the present invention. Screen 200 in Figure 2 is hereinafter referred to as a "suggestion screen," meaning that it is a screen that proposes actions for one or more customers in a phase that the person using terminal 120 can handle. Possible combinations of a person and a customer include assigning a person who can handle the same stage as the customer to the customer, or assigning a customer who belongs to one or more stages that the person can handle to the person. Furthermore, combinations of a person and a customer can be further associated with actions for the customer, resulting in a combination of a person, a customer, and an action for the customer.

In this specification, the term "customer" is used to include potential customers who have not yet started using the user company's services, as well as customers who are currently using the services.

When a member accesses the service using terminal 120, the sales support device 110 can identify the member, for example, based on the ID used by the member to log in, and display a proposal screen for a customer already associated with the member on terminal 120. Alternatively, after the member is identified, a customer who belongs to one or more phases that the member can handle may be associated with the member, and then a proposal screen for the customer may be displayed on terminal 120.

The proposal screen 200 displays a button 201 for taking the action "Proceed to call." In addition, a reason 202 for taking that action is also displayed. In this example, it is stated that the customer is the SaaS division of a company called "55 Gozilla Solutions," and that the purpose of the call is to clarify the customer's information.

The proposal screen 200 may further display the item completion rate 203 for items to be entered in the nurturing phase, allowing the sales representative 204 to understand how much further engagement with the customer is required. The proposal screen 200 may also display a history 205 of actions taken with and by the customer up until the proposal screen 200 was displayed on the sales representative's 204 terminal 120. The action history 205 may be generated, at least in part, by the sales representative recording actions taken on the sales support service. In one example, actions may be initiated from a screen for the sales support service provided by the sales support device 100.

The proposal screen 200 may also display a usage history 206 of the service provided by the user company. The usage history 206 can be obtained, for example, through API integration, when the sales support device 110 communicates with the server 130 used by the user company to provide the service. It is expected that the service provided by the user company will be available for free and then charged depending on the usage period, scope of use, amount of use, etc. In such cases, even a potential customer will have a usage history 206. As an example, it is possible to obtain from the usage history 206 the progress rate of the initial setup when using the service, the frequency of logins to the service, etc.

The person in charge 204 understands the action and, if necessary, the reason for it, and if necessary, checks at least a portion of the action history 205 and usage history 206, and selects the button 201 to take the action by tapping or clicking, thereby transitioning the terminal 120 to the next screen.

If an index calculated based on usage history 206 is at or below a predetermined threshold, a display may be displayed on proposal screen 200 or another screen prompting person in charge 204 to explain how to use the service's functions related to that index. For example, if values for the number of documents that can be created using the service, the number of messages that can be sent using the service, the number of items that can be automatically filled in using the service, etc. are at or below a threshold, there is a risk that the service is not being used appropriately, and providing the necessary explanations can increase the likelihood of continued use of the service.

In addition, if an index calculated based on usage history 206 is equal to or exceeds a predetermined threshold, a display may be displayed on proposal screen 200 or another screen prompting person in charge 204 to propose switching to a higher-level service plan. For example, if values such as the number of documents that can be created using the service or the number of messages that can be sent using the service are equal to or exceed a threshold, there may be a need to use the service more extensively.

Here, we use expressions such as "above threshold" and "below threshold." However, because the relationship between these values can change depending on how the threshold is defined, it is important to compare the indicator with a predetermined threshold. Furthermore, the indicator to be compared with a predetermined threshold is not limited to the number of times a certain function is used; it can also be the amount of change, rate of change, or other value determined based on that number.

Figure 3 shows an example of the second screen displayed to a representative in the nurturing phase in the first embodiment of the present invention. Screen 300 in Figure 3 is hereinafter referred to as the "input screen," meaning that it is a screen on which a representative using terminal 120 inputs the results of their communication with the customer. The input items include the representative asking a customer a question and inputting the customer's response, such as "Confirm future action plans," as well as inputting the representative's understanding gained as a result of the action of calling the customer, such as "Specify the customer representative's problem." It also includes inputting specific explanations given to the customer during the call. These inputs may be made during or after the call. The duration of the call may also be recorded. For example, the start of an action, such as "Make a call," may be recorded by tapping or clicking a button 301 for performing an action, and the end of the action may be recorded by selecting the button 301 or a related button again.

In the above explanation, making a phone call was mentioned as an action, but other types include a face-to-face interview, an online interview, sending an email, and checking received emails. As an example, a user can enter relevant information on the input screen while looking at a received email. The input fields on the input screen 300 differ depending on the phase. As the nature of the negotiation may differ depending on the service being sold, the input items may also differ. An example is the difference in the nature of small-scale negotiations and large-scale negotiations. The input items defined for each phase are filled in through one or more actions. There are required and optional input items, and the item completion rate 203 displayed on the proposal screen 200 is the completion rate of required items in the example of Figure 2.

When all required fields are entered on the input screen 300, the phase assigned to the customer changes from the nurturing phase to the next phase. A representative capable of handling that phase is assigned to the customer for the next phase, and that representative takes action. In the example of Figure 3, the call begins when the "Proceed to Call" button 201 in Figure 2 is selected, followed by the further selection of the "Make a Call" button 301 for executing the action. However, the call may also be initiated in response to the selection of the "Proceed to Call" button 201 in Figure 2. In either case, after the call or other action is completed, the representative confirms that the necessary input has been completed and saves the input. Specifically, the "Proceed to Call" button 301 in Figure 3 may be replaced with a "Save" button for saving the input after the action is completed, and the representative may tap or click the button to save the input. In one example, the next phase is set for the customer if the stored input includes all required fields for that phase. In the next phase, a proposal screen for that phase is displayed on the terminal of the representative assigned to the customer at the appropriate time.

The above explanation can be restated from the perspective of the sales support device 110 as follows: First, the sales support device 110 obtains the phase set for the target customer (S401). Next, the sales support device 110 selects one or more representatives of the user company assigned to the set phase (S402). Then, action presentation information is sent to the terminal 120 of the representative to present one or more actions that can be presented in the set phase (S403). The timing for sending the action presentation information is determined appropriately. Furthermore, as described above, the process for determining the pairing of a representative and a customer may also involve assigning a customer to a representative.

In one example, the display screen of the terminal 120 displays a proposal screen 200 based on the action presentation information, and also displays an input screen 300. The input screen 300 is used to input the results of communication with a customer via actions taken on the customer, and the action presentation information may include input field display information for displaying the input fields. The action presentation information may be sent in multiple batches, one of which may include the input field display information. In Figures 2 and 3, the proposal screen 200 and the input screen 300 are shown as separate screens, but they may also be displayed on the same screen.

It is determined whether all required input fields displayed by the input field display information have been entered (S404). If the required fields have been entered, the next phase is set for the target customer accordingly (S405). If the required fields have not been entered, the sales support device 110 later resends the action presentation information to the person associated with the customer. In the example of Figure 4, the recipient person is the same person, but if a different person is selected, a person in charge of the set phase is selected as necessary (S402). It is also possible to set the next phase when the achievement rate reaches a predetermined value or higher, even if all required fields have not been entered.

In this embodiment, the content displayed on the display screen of the device used by each representative based on the action presentation information is determined appropriately, taking into consideration improving CLTV, depending on the service being sold and the phase of the sales activity.In addition, the timing for sending the action presentation information and the representative to whom it will be sent are determined appropriately and as needed.This allows each representative at the service provider company to communicate with customers as necessary in accordance with the content displayed on the device they use, allowing them to carry out sales activities efficiently without having to make excessive individual decisions.

In accordance with the above explanation, the sales support device 110 then selects one or more representatives of the user company assigned to the set next phase, or may select at least one of the one or more representatives assigned to the set next phase, send representative display information to display the at least one representative to the terminal 120 of the representative in the current phase, and determine the representative in the next phase in response to receiving a selection notification of one of the representatives from the terminal 120. While this is described as processing before the required items are completed and the next phase is set for the target customer, it may also be processing after that, in which case the representative display information is sent to the terminal 120 of the representative in the previous phase.

Please note that unless the word "only" is used, such as "based only on XX," "depending only on XX," or "in the case of XX only," this specification assumes that additional information may also be taken into consideration. Also, as an example, please note that the phrase "do b when a" does not necessarily mean "do b always when a" or "do b immediately after a" unless explicitly stated otherwise. Furthermore, the phrase "each a constituting A" does not necessarily mean that A is composed of multiple components, but includes the case where the component is singular.

Furthermore, just to be clear, even if there is an aspect of any method, program, terminal, device, server or system (hereinafter referred to as "method, etc.") that performs an operation different from that described in this specification, each aspect of the present invention is directed to an operation identical to any of the operations described in this specification, and the existence of an operation different from that described in this specification does not mean that the method, etc. is outside the scope of each aspect of the present invention.

Furthermore, the "start" and "end" shown in Figure 4 are merely examples and do not mean that the method of this embodiment necessarily starts with S401 or necessarily ends with S405.

Second Embodiment
In the second embodiment, when selecting at least one of one or more staff members assigned to a set phase, the CLTV of each customer handled by each staff member assigned to the phase is referenced.

The sales support device 110 stores, for each customer of each user company, which services they have used and the path they have taken, in association with the customer's CLTV. For example, if there is customer X, whose nurturing phase was handled by person A, whose closing phase was handled by person E, and whose success stage was handled by person H, the following associated data is stored in the storage unit 113 or storage medium 114 for each path:

In the table above, the predicted CLTV is shown as the CLTV. Because the actual CLTV is not determined until the customer cancels their contract, the predicted CLTV for Customer X is calculated and stored. One example of a method for calculating the predicted CLTV is to multiply the monthly unit price of the service subscribed to by the target customer by the predicted number of months of service. Instead of the actual monthly unit price, a predicted monthly unit price, such as an average unit price, determined from the monthly unit prices of one or more customers who have previously subscribed to the service may be used. The predicted number of months of service may be determined by setting an appropriate constant for the service, or by using the average number of months of service, determined from the number of months of service subscribed to one or more customers in the past. For customers who have already canceled their contracts, the CLTV can be calculated using the actual number of months of service. The predicted CLTV of 2.4 million yen shown in the table above is the value when Customer X subscribes to a service with a monthly unit price of 100,000 yen and an average number of months of service subscribed to 24 months.

The above table also shows that for customer Y, representative F was unable to close the deal during the closing phase, and for customer Z, representative A was unable to move the negotiations to the next phase during the nurturing phase.

The predicted CLTV is preferably calculated by multiplying the monthly unit price of the service by the predicted number of months of service continuation, and then multiplying this by a value inversely proportional to the number of days it takes for the target customer to sign a contract—in other words, the number of days of success. This is because the inventors noted that the number of days of success can be a lagging indicator of the retention rate, and it is expected that the shorter the number of days of success, the higher the retention rate of service use and, therefore, the longer the actual number of months of service continuation. More specifically, as an example, the value obtained by dividing the average number of days of success for the service by the number of days of success for the target customer can be used as the value inversely proportional to the number of days of success. In the example in the table above, if the average number of days of success is 25 days and Customer X signs a contract in 24 days, the predicted CLTV would be calculated as 2.5 million yen. The value inversely proportional to the number of days of success could also be calculated by multiplying the value obtained by dividing the predicted number of days of success for the service by the number of days of success for the target customer. Here, the predicted number of days of success can be calculated from the number of days of success of one or more past customers who have subscribed to the service. The constant a can be set to 0<a<1 or 0<a≦1, or a positive number equal to or greater than 1.

By referencing the correspondence between each customer's CLTV determined in this way and the representative who handled each customer in each phase, the sales support device 110 can calculate the total CLTV amount for each representative for the set phase. Alternatively, instead of the total CLTV amount, the representative for a given phase may be selected using the sum of a score obtained by multiplying the CLTV by each representative's success rate, which indicates how many deals they were able to pass on to the next phase.

Furthermore, as the value corresponding to the total, rather than the total for each representative in the set phase, it is possible to use the total calculated within the scope of the contract with a customer whose representative in charge of any phase prior to the set phase is the same as the target customer. By doing so, it is possible to assign a representative who can improve the CLTV in the next phase depending on the target customer's path up to that point. Furthermore, as described above, in addition to the representative who in charge of each customer at each stage, the correspondence can further include a correspondence between each customer's CLTV or corresponding score and the first contact point with that customer that was the source of each customer. In this case, it is possible to use the total calculated within the scope of the contract with a customer whose first contact point is the same as the target customer as the value corresponding to the total CLTV or corresponding score.

As described in the first embodiment, when selecting at least one of the one or more representatives assigned to the next phase, the sales support device 110 may transmit representative display information to the terminal 120 of the representative in the current phase to display the at least one representative. In other words, in this example, the sales support device 110 first references the correspondence between each customer's CLTV or corresponding score and the representative who handled each customer in each phase, and selects one or more representatives in the next phase in descending order of the total CLTV or corresponding score of the handled customers, or the corresponding value (S501). Next, the sales support device 110 transmits representative display information to the terminal of the representative assigned to the target customer in the current phase (S502). The sales support device 110 then receives a selection notification from the terminal indicating which representative to select (S503) and, in response to the selection notification, determines the representative for the next phase to be set (S504). While this is described as processing before the required items are completed and the next phase is set for the target customer, it may also be processing after that.

Furthermore, the "start" and "end" shown in Figure 5 are merely examples and do not mean that the method of this embodiment necessarily starts with S501 or necessarily ends with S504.

(Third embodiment)
In the second embodiment, the possibility of improving the CLTV of the service provided by the service provider is increased by selecting the person in charge to be assigned to the target customer in the next phase from the perspective of CLTV, whereas in the third embodiment, the possibility of improving the CLTV of the service is increased by reflecting the behavior of a person in charge who has a high CLTV or a corresponding total score or a corresponding value in a set phase on a proposal screen, input screen, etc. that is also displayed to other people in charge.

The sales support device 110 refers to the correspondence between each customer's CLTV or corresponding score and the staff member who handled each customer in each phase, and changes the action presentation information based on at least a portion of the action history of one or more staff members selected in descending order of the CLTV or corresponding score total of the customer handled in the set phase, or the corresponding value.

As an example, if a representative with the highest CLTV or the highest total score, or the corresponding value, enters an optional input field that is rarely entered by other representatives, the input field display information included in the action presentation information may be changed to make that input field a required field. In this way, it is preferable to standardize the action characteristics of a representative who achieves high results by reflecting them in the action presentation information for the phase to which that representative is assigned. In addition to automatically changing the input field display information to make a target optional input field a required input field, the sales support device 110 may send a notification of proposed changes to a terminal (not shown) used by the administrator of the service provider company so that the administrator can determine whether or not a change is necessary. The input field display information may then be changed upon receiving a change request from the terminal.

Also, if the action that a highly successful employee takes when they complete all of the required items is to send an email rather than an online interview, it is possible to prioritize sending an email as the action presented to each employee in the action suggestion information.

Here, the behavioral characteristics of the person in charge with the highest CLTV or the total score corresponding to it, or the highest corresponding value, are reflected, but it is also possible to reflect the behavioral characteristics of multiple people selected in descending order of the total CLTV amount or the corresponding value.

(Fourth embodiment)
In a service that is continuously used, the speed at which sales activities progress, known as sales velocity, becomes an issue. As an example, questionnaire display information including at least some of the input items displayed on the salesperson's terminal 120 by the input item display information can be sent to a terminal (not shown) used by the salesperson for the customer. By sending the questionnaire display information to the customer before the input item display information is sent to the salesperson, the customer can answer the questionnaire displayed by the questionnaire display information in advance and send the answer to the sales support device 110. At least some of the answer can be included in the input item display information or added to the input item display information, and sent simultaneously with, before, or after the input item display information. This allows some of the input items to already be entered when the input items are displayed on the salesperson's terminal 120, thereby shortening the sales negotiation time and increasing sales velocity.

The survey display information also includes a URL associated with the negotiation or negotiation phase for each survey, allowing the survey screen displayed at that URL to be viewed by multiple people within the customer. This allows, for example, an accounting staff member to directly input accounting-related input fields such as payment details and account numbers. Furthermore, not only customers but also staff members of service providers can enter input fields in advance as needed. The sales support device 110 receives input to the survey screen displayed at that URL, and can store it as input related to the corresponding negotiation or negotiation phase by referencing the correspondence between the negotiation or negotiation phase and the URL.

As another example, a target time for achieving required items in a set phase may be set. The sales support device 110 may then change the time criteria, such as the period or interval at which action suggestion information is sent to each representative, depending on whether a predicted time, such as an average period determined by the time it takes for one or more past customers who have subscribed to the service to achieve the required items, is earlier or later than the target time. For example, if the predicted time is shorter than the target time, this means that communication with the customer is progressing more smoothly, and it is possible to shorten the interval at which action suggestion information is sent to each representative.

As another example, if the time required to enter any required field exceeds a predetermined time, the input field display information included in the action presentation information may be modified to designate the required field as optional. Required fields are set precisely because they are beneficial for ultimately closing a deal. However, if they lengthen negotiation times and reduce the number of negotiations, it may be appropriate to prioritize sales velocity. Therefore, by designating required fields that require more than a predetermined time as optional in the input field display information sent to at least some of one or more representatives at the user company, the necessity of the required field can be verified. More specifically, if the estimated time required to enter any required field displayed by the input field display information included in the action presentation information exceeds a predetermined time, the input display information may be modified to designate the required field as optional. Here, the estimated time may be an estimated time, such as an average input time, determined from the input times of one or more past customers who have subscribed to the service.

110 Sales support device 111 Communication unit 112 Processing unit 113 Storage unit 114 Storage medium 120 User company terminal 130 Server for providing user company's services 200 Proposal screen 201 Button for taking action 202 Reason for taking action 203 Achievement rate 204 Person in charge 205 Action history 206 Usage history 300 Input screen 301 Button for executing action

Claims (8)

A sales support method, comprising:
a step in which a computer selects at least one of one or more personnel of the service provider company assigned to a specific stage among a plurality of stages that divide a period of sales activities that the service provider company will conduct to the customer regarding the use of the service;
a step of transmitting, by the computer, to a first terminal used by any of the at least one selected person in charge, action presentation information for presenting any of one or more actions that can be presented at the specific stage;
and a step in which the computer sets a next step according to a result of communication with the customer through an action taken by the person in charge using the first terminal toward the customer based on the action presentation information,
The selection is made using the CLTV of the customers handled by each representative in the specific stage, or the total score corresponding thereto, or a value corresponding thereto. The sales support method according to claim 1,
The CLTV is a predicted CLTV. 3. The method of claim 1 or 2,
The selection is made by referring to the correspondence between the CLTV or the corresponding score of each customer and the person in charge of handling each customer at each stage. The sales support method according to claim 3,
The mapping further includes mapping each customer's CLTV or corresponding score to each customer's first interaction with the customer. A sales support method according to any one of claims 1 to 4,
a step in which the computer displays, on a third terminal used by the customer, questionnaire display information for displaying at least a part of one or more input items displayed by input item display information included in the behavior presentation information before transmitting the behavior presentation information to the first terminal;
a step of receiving , by the computer, from the third terminal, responses to the questionnaire displayed based on the questionnaire display information;
The method further includes a step in which the computer transmits at least a part of the answer to the first terminal simultaneously with, or before or after, the input item display information. A sales support method according to any one of claims 1 to 4,
The method further includes a step in which, when the predicted time required to input any of the required items displayed by the input item display information included in the action presentation information is equal to or longer than a predetermined time, the computer changes the input item display information to make the required item an optional item. A program for causing a computer to execute a sales support method, the method comprising:
a step in which the computer selects at least one of one or more personnel of the service provider company assigned to a specific stage among a plurality of stages that divide a period of sales activities that the service provider company will conduct to the customer regarding the use of the service;
a step of transmitting, by the computer, to a first terminal used by any of the at least one selected person in charge, action presentation information for presenting any of one or more actions that can be presented at the specific stage;
and a step in which the computer sets a next step according to a result of communication with the customer through an action taken by the person in charge using the first terminal toward the customer based on the action presentation information,
The selection is made using the CLTV of the customers handled by each representative in the specific stage, or the total score corresponding thereto, or a value corresponding thereto. A sales support device,
Selecting at least one of one or more personnel of the service provider company assigned to a specific stage among a plurality of stages into which the service provider company divides the period of sales activities to be conducted by the service provider company to the customer regarding the use of the service;
transmitting, to a first terminal used by any of the at least one selected person in charge, action presentation information for presenting any of one or more actions that can be presented at the specific stage;
a next step is set according to a result of communication with the customer through an action taken by the person in charge using the first terminal toward the customer based on the action presentation information;
The selection is made using the CLTV of the customers handled by each representative in the specific stage, or the total score corresponding thereto, or a value corresponding thereto.