{"id":2102,"date":"2019-01-25T09:10:02","date_gmt":"2019-01-25T00:10:02","guid":{"rendered":"https:\/\/ntn-bpo.jp\/?p=2102"},"modified":"2025-06-18T13:08:58","modified_gmt":"2025-06-18T04:08:58","slug":"marketing_knowledge","status":"publish","type":"post","link":"https:\/\/ntn-bpo.jp\/column\/call-center\/marketing_knowledge\/","title":{"rendered":"\u3010\u7528\u8a9e\u96c6\u3011Vol.7 \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306a\u3069\u306e\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u57fa\u790e\u77e5\u8b58"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5868\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/55909e285d1a39606559f815eeaf294b.jpg\" alt=\"\u3010\u7528\u8a9e\u96c6\u3011Vol.7 \u65b0\u4eba\u30de\u30fc\u30b1\u30bf\u30fc\u5fc5\u898b\uff01\u62bc\u3055\u3048\u3066\u304a\u304d\u305f\u3044\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306e\u57fa\u790e\u77e5\u8b58\" width=\"728\" \/><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u306b\u5f79\u7acb\u3064\u7528\u8a9e\u96c6\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u3088\u304f\u4f7f\u308f\u308c\u308b\u8a00\u8449\u3084\u5c02\u9580\u7528\u8a9e\u3092\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<style>\n\/* container *\/<br \/>\n.wrapperdonew{<br \/>\nwidth:100%;<br \/>\nbackground-color: #f0f8ff;<br \/>\nmargin:5px auto;<br \/>\n}<br \/>\n.wrapperdonew .container{<br \/>\n\/* max-width:1000px; *\/<br \/>\nwidth:100%;<br \/>\nmargin:0px auto;<br \/>\npadding:5px 0px;<br \/>\n}<br \/>\n\/* content *\/<br \/>\n@media (min-width: 992px) {<br \/>\n.wrapperdonew .container .content {<br \/>\ndisplay: flex;<br \/>\njustify-content: center;<br \/>\n\/*<br \/>\nalign-items: center;<\/p>\n<p>*\/<br \/>\n}<br \/>\n}<br \/>\n.wrapperdonew .content-item {<br \/>\nwidth:100%;<br \/>\n}<br \/>\n@media (min-width: 992px)<br \/>\n{<br \/>\n    .wrapperdonew .content-itemimg {<br \/>\n    width:30%;<br \/>\n    }<br \/>\n    .wrapperdonew .content-item {<br \/>\n    width:70%;<br \/>\n    }<br \/>\n}<br \/>\n.wrapperdonew .image{<br \/>\ndisplay:block;<br \/>\nmax-width:80%;<br \/>\nmargin:0px auto;<br \/>\npadding:1px;<br \/>\nfont-size: 12px;<br \/>\n}<br \/>\n.wrapperdonew .text{<br \/>\npadding:5px;<br \/>\n}<br \/>\n.wrapperdonew .text .heading{<br \/>\nmargin:20px 0px 15px 0px;<br \/>\nfont-size: 18px;<br \/>\nfont-weight: normal;<br \/>\n\/* text-align: center; *\/<br \/>\n}<br \/>\n.wrapperdonew .text p{<br \/>\nmargin:5px 5px 10px 5px;<br \/>\nfont-size: 14px;<br \/>\nfont-weight: normal;<br \/>\n\/* text-align: center; *\/<br \/>\n}<br \/>\n.dounewh2{<br \/>\nposition: relative;<br \/>\npadding: 0.5em;<br \/>\nbackground: #a6d3c8;<br \/>\ncolor: white;<br \/>\n}<br \/>\n.dounewh2::before {<br \/>\n  position: absolute;<br \/>\n  content: '';<br \/>\n  top: 100%;<br \/>\n  left: 0;<br \/>\n  border: none;<br \/>\n  border-bottom: solid 15px transparent;<br \/>\n  border-right: solid 20px rgb(149, 158, 155);<br \/>\n}<\/p>\n<p>a.dlbtn{<br \/>\n    display: inline-block;<br \/>\n    width: 160px;<br \/>\n    margin: 0 0 0 0;<br \/>\n    background-color: #ec3a2c;<br \/>\n    border-radius: 8px;<br \/>\n    color: #fff;<br \/>\n    font-weight: bold;<br \/>\n    font-size: 16px;<br \/>\n    text-align: center;<br \/>\n    position: relative;<br \/>\n    height: 48px;<br \/>\n    line-height: 48px;<br \/>\n    padding: 0;<br \/>\n    box-shadow: none !important;<br \/>\n    border: none;<br \/>\n}<br \/>\na.dlbtn:hover {<br \/>\nopacity: 0.8;<br \/>\n}<\/p>\n<p><P><\/p>\n<\/style>\n\n<p><a href=\"https:\/\/ntn-bpo.jp\/casestudy\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/custom_case_study.png\" alt=\"\u5c0e\u5165\u4e8b\u4f8b\u306f\u3053\u3061\u3089\u304b\u3089\" \/><\/a><\/p>\n<h2 id=\"rtoc-1\" 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Experience\u306e\u7565\uff09\u300d\u306f\u300c\u9867\u5ba2\u7d4c\u9a13\u4fa1\u5024\u300d\u306e\u3053\u3068\u3067\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u81ea\u4f53\u306e\u91d1\u92ad\u7684\u30fb\u7269\u8cea\u7684\u306a\u4fa1\u5024\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u304c\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u4f7f\u7528\u3057\u305f\u3068\u304d\u306b\u53d7\u3051\u308b\u6e80\u8db3\u611f\u3084\u52b9\u679c\u306a\u3069\u306e\u5fc3\u7406\u7684\u30fb\u611f\u899a\u7684\u306a\u4fa1\u5024\u3092\u6307\u3057\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u30ab\u30d5\u30a7\u3067\u30b3\u30fc\u30d2\u30fc\u3092\u98f2\u3080\u5834\u5408\u3001\u8cfc\u5165\u3059\u308b\u5546\u54c1\u306f\u30b3\u30fc\u30d2\u30fc\u3067\u3059\u304c\u3001\u540c\u6642\u306b\u300c\u5feb\u9069\u306a\u7a7a\u9593\u300d\u306b\u5bfe\u4fa1\u3092\u652f\u6255\u3063\u3066\u3044\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-2\" >\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\uff08CXM\uff09<\/h2>\n<p>\u300c\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u300d\u307e\u305f\u306f\u300cCXM\uff08Customer Experience Management\u306e\u7565\uff09\u300d\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u4fa1\u5024\u306e\u6982\u5ff5\u3092\u53d6\u308a\u5165\u308c\u305f\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u624b\u6cd5\u3067\u3059\u3002<\/p>\n<p>\u8fd1\u5e74\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u3044\u3046\u8003\u3048\u65b9\u304c\u6ce8\u76ee\u3055\u308c\u308b\u3088\u3046\u306b\u306a\u3063\u305f\u80cc\u666f\u306b\u306f\u3001\u5e02\u5834\u304c\u6210\u719f\u5316\u3057\u305f\u305f\u3081\u3001\u4f01\u696d\u76ee\u7dda\u3067\u958b\u767a\u3055\u308c\u305f\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3067\u306f\u5dee\u5225\u5316\u3092\u56f3\u308b\u3053\u3068\u304c\u96e3\u3057\u304f\u306a\u3063\u305f\u3053\u3068\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u9867\u5ba2\u76ee\u7dda\u3067\u611f\u52d5\u3092\u4e0e\u3048\u308b\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u3001\u305d\u306e\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u9078\u3073\u3084\u3059\u304f\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u8996\u3055\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3057\u305f\u3002\u307e\u305f\u3001SNS\u306e\u666e\u53ca\u306b\u3088\u308a\u611f\u52d5\u4f53\u9a13\u304c\u53e3\u30b3\u30df\u3067\u62e1\u6563\u3055\u308c\u3084\u3059\u304f\u306a\u3063\u305f\u3053\u3068\u3082\u8981\u56e0\u306e\u3072\u3068\u3064\u3067\u3059\u3002<\/p>\n<p>\u4e0a\u8a18\u306e\u30ab\u30d5\u30a7\u306e\u4f8b\u3067\u3044\u3048\u3070\u3001\u9867\u5ba2\u306f\u30b3\u30fc\u30d2\u30fc\u3092\u98f2\u3080\u305f\u3081\u306b\u30ab\u30d5\u30a7\u306b\u5165\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u30ea\u30e9\u30c3\u30af\u30b9\u3059\u308b\u305f\u3081\u306b\u30ab\u30d5\u30a7\u306b\u5165\u3063\u3066\u3044\u308b\u306e\u3067\u3059\u3002\u305d\u306e\u305f\u3081\u306b\u306f\u3001\u30b3\u30fc\u30d2\u30fc\u3068\u3044\u3046\u5546\u54c1\u4ee5\u5916\u306b\u3082\u3001\u7167\u660e\u3084\u5e97\u5185BGM\u306e\u5de5\u592b\u304c\u5fc5\u8981\u306a\u3053\u3068\u304c\u81ea\u305a\u3068\u898b\u3048\u3066\u3044\u304d\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306b\u4f01\u696d\u76ee\u7dda\u3067\u306f\u306a\u304f\u9867\u5ba2\u76ee\u7dda\u3067\u5206\u6790\u3059\u308b\u3068\u3001\u3088\u308a\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u9ad8\u3044\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-3\" >\u30da\u30eb\u30bd\u30ca<\/h2>\n<p>\u300c\u30da\u30eb\u30bd\u30ca\u300d\u3068\u306f\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3059\u308b\u5177\u4f53\u7684\u306a\u9867\u5ba2\u50cf\u306e\u3053\u3068\u3067\u3059\u3002\u30da\u30eb\u30bd\u30ca\u3092\u8a2d\u5b9a\u3059\u308b\u969b\u306b\u306f\u3001\u305d\u306e\u4eba\u7269\u306e\u5e74\u4ee3\u3084\u6027\u5225\u3001\u696d\u7a2e\u3084\u8077\u696d\u3068\u3044\u3063\u305f\u57fa\u672c\u7684\u306a\u30b9\u30da\u30c3\u30af\u306e\u4ed6\u306b\u3001\u8da3\u5473\u3084\u30e9\u30a4\u30d5\u30b9\u30bf\u30a4\u30eb\u306a\u3069\u3092\u8a73\u7d30\u306b\u60f3\u5b9a\u3057\u307e\u3059\u3002\u30ea\u30a2\u30ea\u30c6\u30a3\u306e\u3042\u308b\u9867\u5ba2\u50cf\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u3088\u308a\u8a73\u7d30\u306a\u30cb\u30fc\u30ba\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002 \u300c\u30bf\u30fc\u30b2\u30c3\u30c8\u300d\u3068\u6df7\u540c\u3055\u308c\u304c\u3061\u3067\u3059\u304c\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u306f\u5e74\u4ee3\u3084\u6027\u5225\u3001\u8077\u696d\u3084\u5e74\u53ce\u3068\u3044\u3063\u305f\u30b9\u30da\u30c3\u30af\u3067\u5206\u985e\u3059\u308b\u3068\u3044\u3046\u9055\u3044\u304c\u3042\u308a\u307e\u3059\u3002\u30bf\u30fc\u30b2\u30c3\u30c8\u306b\u8da3\u5473\u3084\u4fa1\u5024\u89b3\u3068\u3044\u3063\u305f\u30d1\u30fc\u30bd\u30ca\u30ea\u30c6\u30a3\u3092\u52a0\u3048\u305f\u3082\u306e\u304c\u30da\u30eb\u30bd\u30ca\u3067\u3059\u3002<\/p>\n<h2 id=\"rtoc-4\" 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\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u3092\u4f5c\u6210\u3059\u308b\u30e1\u30ea\u30c3\u30c8\u306b\u306f\u3001\u4f01\u696d\u306e\u9867\u5ba2\u304c\u660e\u78ba\u306b\u306a\u308b\u3068\u3044\u3046\u3053\u3068\u3001\u9867\u5ba2\u76ee\u7dda\u3067\u30a2\u30a4\u30c7\u30a3\u30a2\u3092\u751f\u307f\u51fa\u3059\u3053\u3068\u304c\u3067\u304d\u308b\u3053\u3068\u3001\u4f01\u696d\u3067\u5171\u901a\u8a8d\u8b58\u3092\u6301\u3061\u30b9\u30e0\u30fc\u30ba\u306b\u610f\u601d\u6c7a\u5b9a\u3067\u304d\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<style>\n\/* container *\/<br \/>\n.wrapperdonew{<br \/>\nwidth:100%;<br \/>\nbackground-color: #f0f8ff;<br \/>\nmargin:5px auto;<br \/>\n}<br \/>\n.wrapperdonew .container{<br \/>\n\/* max-width:1000px; *\/<br \/>\nwidth:100%;<br \/>\nmargin:0px auto;<br \/>\npadding:5px 0px;<br \/>\n}<br \/>\n\/* content *\/<br \/>\n@media (min-width: 992px) {<br \/>\n.wrapperdonew .container .content {<br \/>\ndisplay: flex;<br 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