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\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3092\u6210\u529f\u3055\u305b\u308b\u305f\u3081\u306e\u9375\u3068\u306a\u308b\u306e\u304c\u3001\u9867\u5ba2\u4f53\u9a13\uff08Customer Experience, CX\uff09\u306e\u6700\u9069\u5316\u3067\u3059\u3002\u9867\u5ba2\u4f53\u9a13\u306f\u3001\u9867\u5ba2\u304c\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u89e6\u308c\u308b\u3042\u3089\u3086\u308b\u5834\u9762\u3001\u3059\u306a\u308f\u3061\u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u3001\u5b9f\u5e97\u8217\u3001SNS\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306a\u3069\u3001\u5168\u3066\u306e\u63a5\u70b9\u3067\u611f\u3058\u308b\u4f53\u9a13\u3092\u6307\u3057\u307e\u3059\u3002\u4f01\u696d\u306f\u3053\u308c\u3089\u306e\u63a5\u70b9\u306b\u304a\u3044\u3066\u3001\u9867\u5ba2\u306b\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u306a\u305c\u306a\u3089\u3001\u9867\u5ba2\u304c\u6e80\u8db3\u3059\u308b\u4f53\u9a13\u3092\u5f97\u3089\u308c\u305f\u5834\u5408\u3001\u305d\u306e\u9867\u5ba2\u306f\u4f01\u696d\u306b\u5bfe\u3057\u3066\u3088\u308a\u6df1\u3044\u611b\u7740\u3092\u6301\u3061\u3001\u9577\u671f\u7684\u306a\u95a2\u4fc2\u3092\u7bc9\u304f\u3053\u3068\u306b\u306a\u308b\u304b\u3089\u3067\u3059\u3002<\/p>\n\n\n\n

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\u307e\u305f\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u6700\u9069\u5316\u306b\u306f\u3001\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\u3082\u91cd\u8981\u3067\u3059\u3002\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3057\u3066\u3001\u9867\u5ba2\u306e\u55dc\u597d\u3084\u884c\u52d5\u3092\u5206\u6790\u3057\u3001\u305d\u308c\u306b\u57fa\u3065\u3044\u3066\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u3084\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u4ee5\u524d\u8cfc\u5165\u3057\u305f\u5546\u54c1\u306b\u57fa\u3065\u3044\u3066\u95a2\u9023\u3059\u308b\u5546\u54c1\u3092\u63d0\u6848\u3059\u308b\u3001\u7279\u5b9a\u306e\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u306b\u5bfe\u3057\u3066\u306f\u3001\u7279\u5225\u306a\u30aa\u30d5\u30a1\u30fc\u3084\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b\u306a\u3069\u3001\u500b\u5225\u5bfe\u5fdc\u304c\u53ef\u80fd\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u306f\u81ea\u5206\u304c\u5927\u5207\u306b\u6271\u308f\u308c\u3066\u3044\u308b\u3068\u611f\u3058\u3001\u3088\u308a\u5f37\u3044\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u304c\u751f\u307e\u308c\u307e\u3059\u3002<\/p>\n\n\n\n

\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u306e\u5f79\u5272<\/h2>\n\n\n\n

\u9867\u5ba2\u3068\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5f37\u5316\u3059\u308b\u4e0a\u3067\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\uff08MA\uff09\u30c4\u30fc\u30eb\u306e\u5c0e\u5165\u306f\u3001\u4eca\u3084\u6b20\u304b\u305b\u306a\u3044\u3082\u306e\u3068\u306a\u3063\u3066\u3044\u307e\u3059\u3002\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304d\u3001\u81ea\u52d5\u5316\u3055\u308c\u305f\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3084\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u65bd\u7b56\u3092\u5b9f\u884c\u3067\u304d\u308b\u30c4\u30fc\u30eb\u306e\u3053\u3068\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u52b9\u7387\u7684\u304b\u3064\u500b\u5225\u5316\u3055\u308c\u305f\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u5b9f\u73fe\u3067\u304d\u3001\u7d50\u679c\u3068\u3057\u3066\u9867\u5ba2\u3068\u306e\u3088\u308a\u6df1\u3044\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u7bc9\u304f\u3053\u3068\u304c\u53ef\u80fd\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

\u4f8b\u3048\u3070\u3001\u9867\u5ba2\u304c\u7279\u5b9a\u306e\u5546\u54c1\u30da\u30fc\u30b8\u3092\u8a2a\u308c\u305f\u5f8c\u3001\u305d\u306e\u5546\u54c1\u306b\u95a2\u9023\u3059\u308b\u30b3\u30f3\u30c6\u30f3\u30c4\u3084\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u60c5\u5831\u3092\u542b\u3080\u30e1\u30fc\u30eb\u3092\u81ea\u52d5\u7684\u306b\u9001\u4fe1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u4e00\u5b9a\u306e\u671f\u9593\u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u3092\u8a2a\u308c\u3066\u3044\u306a\u3044\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u518d\u8a2a\u3092\u4fc3\u3059\u30e1\u30fc\u30eb\u3092\u9001\u308b\u3068\u3044\u3063\u305f\u3053\u3068\u3082\u7c21\u5358\u306b\u884c\u3048\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u500b\u5225\u306e\u30cb\u30fc\u30ba\u3084\u8208\u5473\u306b\u5fdc\u3058\u305f\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u304c\u53ef\u80fd\u3068\u306a\u308a\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u7dad\u6301\u3068\u5411\u4e0a\u304c\u56f3\u308c\u307e\u3059\u3002<\/p>\n\n\n\n

\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u306e\u5229\u70b9\u306f\u3001\u5358\u306b\u4f5c\u696d\u306e\u81ea\u52d5\u5316\u3060\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u5927\u91cf\u306e\u30c7\u30fc\u30bf\u3092\u51e6\u7406\u3057\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u65bd\u7b56\u3092\u5b9f\u884c\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306b\u5408\u3063\u305f\u6700\u9069\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u308b\u70b9\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306e\u6210\u679c\u3092\u5206\u6790\u3057\u3001\u6b21\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8a08\u753b\u3059\u308b\u305f\u3081\u306e\u30c7\u30fc\u30bf\u3082\u63d0\u4f9b\u3057\u3066\u304f\u308c\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u65bd\u7b56\u306e\u52b9\u679c\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u78ba\u8a8d\u3057\u3001\u5373\u5ea7\u306b\u6539\u5584\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u305f\u3081\u3001PDCA\u30b5\u30a4\u30af\u30eb\u3092\u8fc5\u901f\u306b\u56de\u3059\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n\n\n\n

KPI\u306e\u8a2d\u5b9a\u3068\u52b9\u679c\u6e2c\u5b9a<\/h2>\n\n\n\n

\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3092\u9032\u3081\u308b\u4e0a\u3067\u6b20\u304b\u305b\u306a\u3044\u306e\u304c\u3001\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u305f\u3081\u306eKPI\uff08Key Performance Indicator, \u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u306e\u8a2d\u5b9a\u3067\u3059\u3002\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u6e2c\u308b\u6307\u6a19\u306b\u306f\u69d8\u3005\u306a\u3082\u306e\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u4f8b\u3048\u3070SNS\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7387\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u306f\u300c\u3044\u3044\u306d\u300d\u3084\u30b3\u30e1\u30f3\u30c8\u3001\u30b7\u30a7\u30a2\u3068\u3044\u3063\u305f\u9867\u5ba2\u306e\u884c\u52d5\u3092\u6570\u5024\u5316\u3057\u305f\u3082\u306e\u3067\u3001\u3069\u308c\u3060\u3051\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3057\u3066\u95a2\u4e0e\u3057\u3066\u3044\u308b\u304b\u3092\u793a\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

\u52a0\u3048\u3066\u3001\u30e1\u30fc\u30eb\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306b\u304a\u3044\u3066\u306f\u3001\u30e1\u30fc\u30eb\u306e\u958b\u5c01\u7387\u3084\u30af\u30ea\u30c3\u30af\u7387\u304c\u91cd\u8981\u306a\u6307\u6a19\u3068\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u304c\u9001\u4fe1\u3055\u308c\u305f\u60c5\u5831\u306b\u3069\u306e\u7a0b\u5ea6\u95a2\u5fc3\u3092\u793a\u3057\u305f\u304b\u3001\u305d\u3057\u3066\u6b21\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u306b\u7e4b\u304c\u3063\u305f\u304b\u3092\u78ba\u8a8d\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u306e\u8a2a\u554f\u983b\u5ea6\u3084\u6ede\u5728\u6642\u9593\u3001\u8cfc\u5165\u5f8c\u306e\u30ec\u30d3\u30e5\u30fc\u6295\u7a3f\u3084\u518d\u8cfc\u5165\u7387\u3082\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u6e2c\u308b\u4e0a\u3067\u91cd\u8981\u3067\u3059\u3002\u307e\u305f\u3001\u4ee5\u524d\u306e\u8a18\u4e8b<\/a>\u3067\u3082\u3054\u7d39\u4ecb\u3057\u305f\u9867\u5ba2\u751f\u6daf\u4fa1\u5024\uff08LTV\uff09\u306f\u3001\u9867\u5ba2\u304c\u9577\u671f\u9593\u306b\u308f\u305f\u3063\u3066\u3069\u308c\u3060\u3051\u306e\u4fa1\u5024\u3092\u3082\u305f\u3089\u3059\u304b\u3092\u6e2c\u308b\u6307\u6a19\u3068\u3057\u3066\u6ce8\u76ee\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

KPI\u306e\u8a2d\u5b9a\u3068\u8ffd\u8de1\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u5411\u4e0a\u5ea6\u5408\u3044\u3092\u628a\u63e1\u3057\u3001\u52b9\u679c\u306e\u3042\u3063\u305f\u65bd\u7b56\u3084\u6539\u5584\u3059\u3079\u304d\u30dd\u30a4\u30f3\u30c8\u3092\u660e\u78ba\u306b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5b9a\u671f\u7684\u306b\u3053\u308c\u3089\u306e\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3001\u6b21\u306e\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u65bd\u7b56\u306b\u53cd\u6620\u3055\u305b\u308b\u3053\u3068\u3067\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306f\u3088\u308a\u52b9\u679c\u7684\u306b\u6a5f\u80fd\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

\u3055\u3044\u3054\u306b<\/h2>\n\n\n\n

\u3044\u304b\u304c\u3067\u3057\u305f\u3067\u3057\u3087\u3046\u304b\uff1f
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