{"id":4219,"date":"2021-08-27T07:00:03","date_gmt":"2021-08-26T22:00:03","guid":{"rendered":"https:\/\/kaiwa.cloud\/media\/?p=4219"},"modified":"2023-03-02T18:37:20","modified_gmt":"2023-03-02T09:37:20","slug":"customer-satisfaction-btob","status":"publish","type":"post","link":"https:\/\/kaiwa.cloud\/media\/crm-tools\/crm\/customer-satisfaction-btob\/","title":{"rendered":"\u3010BtoB\u5411\u3051\u3011\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u3067\u81ea\u793e\u306e\u5f37\u307f\u304c\u308f\u304b\u308b\uff1f\u624b\u9806\u3084\u56de\u7b54\u7387\u30a2\u30c3\u30d7\u306e\u30dd\u30a4\u30f3\u30c8\u3092\u5fb9\u5e95\u89e3\u8aac"},"content":{"rendered":"<p>\u300cBtoB\u4f01\u696d\u306f\u3001\u3069\u306e\u3088\u3046\u306b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u3042\u3052\u3066\u3044\u308b\u306e\u3060\u308d\u3046\u300d<\/p>\n<p>\u3068\u8003\u3048\u3066\u3044\u308b\u65b9\u3002<\/p>\n<p>BtoB\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u4e0a\u3052\u308b\u306b\u306f\u3001BtoC\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u3068\u540c\u3058\u304f\u3001\u9855\u5728\u7684\u306a\u30cb\u30fc\u30ba\u3084\u9867\u5ba2\u304c\u6b32\u3057\u3066\u308b\u60c5\u5831\u3092\u6b63\u78ba\u306b\u6349\u3048\u3066\u3044\u304f\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u9855\u5728\u7684\u306a\u30cb\u30fc\u30ba\u3092\u77e5\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u304c\u6c42\u3081\u308b\u6539\u5584\u70b9\u3092\u660e\u78ba\u5316\u3002\u696d\u7e3e\u30a2\u30c3\u30d7\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<p>\u3068\u306f\u3044\u3048\u3001\u3044\u304d\u306a\u308aBtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u30a2\u30c3\u30d7\u3055\u305b\u308b\u306e\u306f\u96e3\u3057\u3044\u3067\u3059\u3088\u306d\u3002<\/p>\n<p>\u305d\u3053\u3067\u3001\u4eca\u56de\u3067\u306f<\/p>\n<ul>\n<li>BtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3067\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u8abf\u67fb\u304c\u52b9\u679c\u7684<\/li>\n<li>BtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u306f\u9805\u76ee\u3084\u30a2\u30f3\u30b1\u30fc\u30c8\u65b9\u6cd5\u304c\u91cd\u8981<\/li>\n<li>\u3010\u696d\u7a2e\u5225\u3011BtoB\u5411\u3051\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u30c1\u30a7\u30c3\u30af\u3057\u305f\u3044\u30dd\u30a4\u30f3\u30c8<\/li>\n<\/ul>\n<p>\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<p>\u4eca\u56de\u306e\u8a18\u4e8b\u3092\u53c2\u8003\u306b\u3001BtoB\u4f01\u696d\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u3042\u3052\u308b\u65bd\u7b56\u306b\u53d6\u308a\u7d44\u3093\u3067\u307f\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<div class=\"is-style-btn_normal red_\">\r\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\uff3c\u696d\u52d9\u52b9\u7387\u5316\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u30a2\u30c3\u30d7\u3092\u5b9f\u73fe\uff01\uff0f<br \/><\/span><span style=\"font-weight: 400;\"><a class=\"q_button  sz_l bt_blue\" title=\"\u30ab\u30a4\u30af\u30e9\u304c\u3088\u304f\u308f\u304b\u308b\u8cc7\u6599\u306f\u3053\u3061\u3089\" href=\"https:\/\/kaiwa.cloud\/request\/?utm_source=media&amp;utm_medium=article_btn&amp;utm_campaign=&amp;utm_content=to3set\" target=\"_blank\" rel=\"noopener\">\u30ab\u30a4\u30af\u30e9\u304c\u3088\u304f\u308f\u304b\u308b\u8cc7\u6599\u306f\u3053\u3061\u3089<\/a><br \/><\/span><span style=\"font-weight: 400;\">\u25b2\u305f\u3063\u305f4\u3064\u306e\u56de\u7b54\u3067\u7121\u6599\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u53ef\u80fd<\/span><\/p>\r\n<\/div>\n<h2>BtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3067\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u8abf\u67fb\u304c\u52b9\u679c\u7684<\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/firmbee-com-jrh5lAq-mIs-unsplash-1024x680.jpg\" alt=\"\" width=\"1024\" height=\"680\" class=\"alignnone size-large wp-image-4220\" srcset=\"https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/firmbee-com-jrh5lAq-mIs-unsplash-1024x680.jpg 1024w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/firmbee-com-jrh5lAq-mIs-unsplash-300x199.jpg 300w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/firmbee-com-jrh5lAq-mIs-unsplash-768x510.jpg 768w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/firmbee-com-jrh5lAq-mIs-unsplash-1536x1020.jpg 1536w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/firmbee-com-jrh5lAq-mIs-unsplash-2048x1360.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><br \/>\n\u307e\u305a\u306fBtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u3064\u3044\u3066\u3001<\/p>\n<ul>\n<li>BtoC\u3068BtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u9055\u3044<\/li>\n<li>BtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306b\u304a\u3051\u308b\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3<\/li>\n<li>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u306f\u5225\u3067\u3001NPS\u306e\u8a08\u6e2c\u3082\u91cd\u8981<\/li>\n<\/ul>\n<p>\u306e\u9806\u306b\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<h3>BtoC\u3068BtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u9055\u3044<\/h3>\n<p>BtoC\u3068BtoB\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u8abf\u67fb\u306b\u3064\u3044\u3066\u306f\u4e0b\u8a18\u306e\u9055\u3044\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p><strong>\u3010BtoC\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3011<\/strong><\/p>\n<p>\u9867\u5ba2\u500b\u4eba\u304c\u53cd\u6620\u3055\u308c\u308b\u305f\u3081\u3001\u611f\u899a\u7684\u3084\u60c5\u7dd2\u7684\u306a\u5224\u65ad\u304c\u591a\u3044\u3067\u3059\u3002\u4e00\u77ac\u306e\u611f\u60c5\u306b\u3088\u308b\u3082\u306e\u304c\u591a\u304f\u3001\u672c\u4eba\u3082\u81ea\u899a\u3057\u3066\u3044\u306a\u3044\u3053\u3068\u304c\u591a\u3044\u305f\u3081\u3001\u6f5c\u5728\u7684\u306a\u30cb\u30fc\u30ba\u3092\u63a2\u308b\u8abf\u67fb\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<p><strong>\u3010BtoB\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3011<\/strong><\/p>\n<p>\u7d44\u7e54\u7684\u306a\u6c7a\u5b9a\u304c\u591a\u304f\u3001\u7d4c\u6e08\u7684\u304b\u3064\u719f\u8003\u3055\u308c\u305f\u5224\u65ad\u306b\u3088\u3063\u3066\u6c7a\u5b9a\u3055\u308c\u307e\u3059\u3002\u9855\u5728\u7684\u306a\u30cb\u30fc\u30ba\u306b\u5bfe\u3059\u308b\u8abf\u67fb\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<p>BtoB\u4f01\u696d\u306b\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u8abf\u67fb\u306f\u7d44\u7e54\u306b\u3088\u308b\u6c7a\u65ad\u306a\u306e\u3067\u3001\u51b7\u9759\u306b\u5224\u65ad\u3055\u308c\u305f\u4e0a\u3067\u56de\u7b54\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u305f\u3081\u3001\u7684\u78ba\u306a\u8abf\u67fb\u3092\u884c\u3046\u3053\u3068\u3067\u9855\u5728\u7684\u306a\u30cb\u30fc\u30ba\u304c\u5f97\u3089\u308c\u308b\u305f\u3081\u3001\u9867\u5ba2\u304c\u6b32\u3057\u3066\u3044\u308b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u60c5\u5831\u304c\u308f\u304b\u308b\u3068\u3044\u3046\u30e1\u30ea\u30c3\u30c8\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h3>BtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306b\u304a\u3051\u308b\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3<\/h3>\n<p>BtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306b\u304a\u3051\u308b\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u306f\u91cd\u8981\u3067\u3059\u3002\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3068\u306f\u3001\u30d6\u30e9\u30f3\u30c9\u3084\u5546\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3057\u3066\u9867\u5ba2\u304c\u611f\u3058\u308b\u4fe1\u983c\u3084\u611b\u7740\u306e\u3053\u3068\u3067\u3059\u3002<\/p>\n<p>BtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306f\u8907\u96d1\u6027\u304c\u9ad8\u304f\u3001\u81ea\u793e\u306e\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u3064\u3044\u3066\u3064\u3044\u3064\u3044\u96e3\u3057\u304f\u8003\u3048\u3066\u3057\u307e\u3044\u307e\u3059\u3002<\/p>\n<p>\u3057\u304b\u3057\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306b\u304a\u3044\u3066\u91cd\u8981\u306b\u306a\u308b\u306e\u306f\u9867\u5ba2\u8996\u70b9\u3067\u8003\u3048\u308b\u70b9\u3067\u3059\u3002\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u306f\u9867\u5ba2\u304b\u3089\u306e\u4fe1\u983c\u3067\u3042\u308b\u305f\u3081\u3001\u9867\u5ba2\u304c\u6c42\u3081\u3066\u3044\u308b\u30cb\u30fc\u30ba\u306e1\u3064\u3067\u3059\u3002<\/p>\n<p>\u305d\u3053\u3067\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3078\u3053\u3060\u308f\u308b\u3053\u3068\u3067\u3001\u53d6\u5f15\u5148\u4f01\u696d\u306e\u30cb\u30fc\u30ba\u3092\u8aad\u307f\u53d6\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u306f\u5225\u3067\u3001NPS\uff08\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\uff09\u306e\u8a08\u6e2c\u3082\u91cd\u8981<\/h3>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u5225\u306b\u3001NPS\uff08\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\uff09\u306e\u8a08\u6e2c\u3082\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>NPS\u3068\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u306f\u304b\u308b\u6307\u6a19\u3067\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3057\u3066\u3069\u308c\u307b\u3069\u306e\u611b\u7740\u3084\u4fe1\u983c\u3092\u6301\u3063\u3066\u3044\u308b\u304b\u3092\u6570\u5024\u5316\u3057\u305f\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>NPS\u306e\u306f\u304b\u308a\u65b9\u306f\u4e0b\u8a18\u306e\u624b\u9806\u3067\u9032\u3081\u307e\u3059\u3002<\/p>\n<p><strong>\u3010NPS\u306e\u306f\u304b\u308a\u65b9\u3011<\/strong><\/p>\n<ol>\n<li>\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3057\u305f\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u3001\u5546\u54c1\u3092\u3069\u308c\u304f\u3089\u3044\u52e7\u3081\u305f\u3044\u304b\u3092\u8cea\u554f\u3059\u308b<\/li>\n<li>\u304a\u3059\u3059\u3081\u5ea6\u5408\u3044\u30920~10\u70b9\u3067\u9078\u3093\u3067\u3082\u3089\u3046<\/li>\n<li>6\u70b9\u307e\u3067\u6279\u5224\u8005\u30017~8\u70b9\u3092\u4e2d\u7acb\u8005\u30019~10\u3092\u63a8\u85a6\u8005\u3068\u3057\u3066\u30ab\u30a6\u30f3\u30c8\u3059\u308b<\/li>\n<li>\u300c\u63a8\u85a6\u8005\u306e\u5272\u5408\uff08\uff05\uff09\u30fc\u6279\u5224\u8005\u306e\u5272\u5408\uff08\uff05\uff09\u300d\u3067\u7b97\u51fa\u3059\u308b<\/li>\n<\/ol>\n<p>NPS\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3088\u308a\u3082\u696d\u7e3e\u3068\u306e\u95a2\u4fc2\u6027\u304c\u9ad8\u3044\u3068\u8a00\u308f\u308c\u3066\u304a\u308a\u3001\u7d4c\u55b6\u5206\u6790\u306b\u3082\u6709\u52b9\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002<\/p>\n<div class=\"is-style-btn_normal red_\">\r\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">\uff3c\u696d\u52d9\u52b9\u7387\u5316\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u30a2\u30c3\u30d7\u3092\u5b9f\u73fe\uff01\uff0f<br \/><\/span><span style=\"font-weight: 400;\"><a class=\"q_button  sz_l bt_blue\" title=\"\u30ab\u30a4\u30af\u30e9\u304c\u3088\u304f\u308f\u304b\u308b\u8cc7\u6599\u306f\u3053\u3061\u3089\" href=\"https:\/\/kaiwa.cloud\/request\/?utm_source=media&amp;utm_medium=article_btn&amp;utm_campaign=&amp;utm_content=to3set\" target=\"_blank\" rel=\"noopener\">\u30ab\u30a4\u30af\u30e9\u304c\u3088\u304f\u308f\u304b\u308b\u8cc7\u6599\u306f\u3053\u3061\u3089<\/a><br \/><\/span><span style=\"font-weight: 400;\">\u25b2\u305f\u3063\u305f4\u3064\u306e\u56de\u7b54\u3067\u7121\u6599\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u53ef\u80fd<\/span><\/p>\r\n<\/div>\n<h2>BtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u306f\u9805\u76ee\u3084\u30a2\u30f3\u30b1\u30fc\u30c8\u65b9\u6cd5\u304c\u91cd\u8981<\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/checklist-2277702_1920-1024x768.jpg\" alt=\"\" width=\"1024\" height=\"768\" class=\"alignnone size-large wp-image-4222\" srcset=\"https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/checklist-2277702_1920-1024x768.jpg 1024w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/checklist-2277702_1920-300x225.jpg 300w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/checklist-2277702_1920-768x576.jpg 768w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/checklist-2277702_1920-1536x1152.jpg 1536w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/checklist-2277702_1920.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><br \/>\nBtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u306f\u3001\u8a2d\u5b9a\u3059\u308b\u9805\u76ee\u3084\u30a2\u30f3\u30b1\u30fc\u30c8\u65b9\u6cd5\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u30a2\u30c3\u30d7\u3092\u72d9\u3046\u305f\u3081\u306b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u4f5c\u6210\u3057\u305f\u3068\u3057\u3066\u3082\u9805\u76ee\u3084\u30a2\u30f3\u30b1\u30fc\u30c8\u65b9\u6cd5\u304c\u9069\u5207\u3067\u306a\u3051\u308c\u3070\u3001\u52b9\u679c\u7684\u306a\u8abf\u67fb\u7d50\u679c\u306f\u5f97\u3089\u308c\u307e\u305b\u3093\u3002<\/p>\n<p>\u4f8b\u3048\u3070\u3001\u6570\u5b57\u3067\u306f\u8868\u305b\u306a\u3044\u30c7\u30fc\u30bf\u304c\u3042\u308b\u696d\u754c\u306b\u304a\u3044\u3066\u3001\u5b9a\u91cf\u30c7\u30fc\u30bf\u304c\u591a\u3044\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u53d6\u3063\u3066\u3044\u3066\u3082\u52b9\u679c\u7684\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n<p>\u5b9a\u6027\u30c7\u30fc\u30bf\u3092\u7372\u5f97\u3059\u308b\u8a2d\u554f\u304c\u3042\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u4f5c\u6210\u3057\u3066\u3001\u30cb\u30fc\u30ba\u3092\u6b63\u78ba\u306b\u805e\u304d\u51fa\u3059\u5bfe\u7b56\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<p>\u81ea\u793e\u306e\u4f01\u696d\u304c\u6c42\u3081\u3066\u3044\u308b\u30cb\u30fc\u30ba\u304c\u4f55\u304b\u8003\u616e\u3057\u3066\u3001\u30cb\u30fc\u30ba\u3092\u805e\u304d\u51fa\u305b\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u3092\u5b9f\u65bd\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u306f\u300c<a href=\"https:\/\/kaiwa.cloud\/media\/customer\/customer-satisfaction-survey\/\" target=\"_blank\" rel=\"noopener\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u6e2c\u308b\u9805\u76ee\u4f8b\u3002\u304a\u3059\u3059\u3081\u306e\u65b9\u6cd5\u3084\u5b9f\u65bd\u306e\u6d41\u308c\u3082\u89e3\u8aac<\/a>\u300d\u3092\u3054\u4e00\u8aad\u304f\u3060\u3055\u3044\u3002<\/p>\n<h2>\u3010\u696d\u7a2e\u5225\u3011BtoB\u5411\u3051\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u30c1\u30a7\u30c3\u30af\u3057\u305f\u3044\u30dd\u30a4\u30f3\u30c8<\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/cytonn-photography-vWchRczcQwM-unsplash-1024x684.jpg\" alt=\"\" width=\"1024\" height=\"684\" class=\"alignnone size-large wp-image-4221\" srcset=\"https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/cytonn-photography-vWchRczcQwM-unsplash-1024x684.jpg 1024w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/cytonn-photography-vWchRczcQwM-unsplash-300x200.jpg 300w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/cytonn-photography-vWchRczcQwM-unsplash-768x513.jpg 768w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/cytonn-photography-vWchRczcQwM-unsplash-1536x1025.jpg 1536w, https:\/\/kaiwa.cloud\/media\/wp-content\/uploads\/2021\/07\/cytonn-photography-vWchRczcQwM-unsplash-2048x1367.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><br \/>\n\u6700\u5f8c\u306bBtoB\u5411\u3051\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u30c1\u30a7\u30c3\u30af\u3057\u305f\u3044\u30dd\u30a4\u30f3\u30c8\u3068\u3057\u3066<\/p>\n<ol>\n<li>SaaS\u696d\u754c<\/li>\n<li>\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u90e8\u54c1\u30e1\u30fc\u30ab\u30fc<\/li>\n<li>\u5efa\u6750\u30e1\u30fc\u30ab\u30fc<\/li>\n<li>\u5316\u5b66\u30e1\u30fc\u30ab\u30fc<\/li>\n<li>\u7269\u6d41\u696d\u754c<\/li>\n<\/ol>\n<p>\u306e5\u3064\u306e\u696d\u754c\u306b\u304a\u3051\u308b\u4e8b\u4f8b\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<h3>SaaS\u696d\u754c<\/h3>\n<p>SaaS\u696d\u754c\u306b\u304a\u3044\u3066\u306fJCSI\uff08Japanese Customer Satisfaction Index\uff09\u3092\u4f7f\u3063\u305f\u8abf\u67fb\u304c\u6709\u52b9\u3067\u3059\u3002JCSI\u3068\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u696d\u3092\u4e2d\u5fc3\u3068\u3057\u305f\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\u3092\u6307\u3057\u307e\u3059\u3002<\/p>\n<p>JCSI\u3067\u306f\u3001\u4e0b\u8a18\u306e6\u3064\u3092\u6307\u6a19\u3068\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u3010JCSI\u306e\u6307\u6a19\u3011<\/strong><\/p>\n<ol>\n<li>\u9867\u5ba2\u6e80\u8db3<\/li>\n<li>\u671f\u5f85\u5ea6<\/li>\n<li>\u77e5\u899a\u54c1\u8cea<\/li>\n<li>\u77e5\u899a\u4fa1\u5024<\/li>\n<li>\u53e3\u30b3\u30df<\/li>\n<li>\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3<\/li>\n<\/ol>\n<p>\u591a\u89d2\u7684\u306a\u6307\u6a19\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u3055\u307e\u3056\u307e\u306a\u89b3\u70b9\u304b\u3089\u8a55\u4fa1\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>SaaS\u696d\u754c\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u6f5c\u5728\u7684\u306a\u30cb\u30fc\u30ba\u3092\u77e5\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002JCSI\u306e\u6307\u6a19\u3092\u4f7f\u3046\u3053\u3068\u3067\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3057\u3066\u3044\u308b\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u3059\u307f\u305a\u307f\u307e\u3067\u805e\u304d\u51fa\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u90e8\u54c1\u30e1\u30fc\u30ab\u30fc<\/h3>\n<p>\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u90e8\u54c1\u30e1\u30fc\u30ab\u30fc\u3067\u306f\u3001\u81ea\u793e\u306e\u5546\u54c1\u3078\u306e\u6e80\u8db3\u5ea6\u3068\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u305f\u3081\u306e\u30cb\u30fc\u30ba\u8abf\u67fb\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u90e8\u54c1\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u8abf\u67fb\u3057\u305f\u3044\u5834\u5408\u3001\u4e0b\u8a18\u306e\u3088\u3046\u306a\u9805\u76ee\u3092\u30c1\u30a7\u30c3\u30af\u3067\u304d\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002<\/p>\n<p><strong>\u3010\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u90e8\u54c1\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u8abf\u67fb\u3067\u30c1\u30a7\u30c3\u30af\u3057\u305f\u3044\u9805\u76ee\u3011<\/strong><\/p>\n<ul>\n<li>\u8cfc\u5165\u983b\u5ea6<\/li>\n<li>\u8cfc\u5165\u7406\u7531<\/li>\n<li>\u4ed6\u8005\u5546\u54c1\u306b\u95a2\u3059\u308b\u8208\u5473\uff08\u6bd4\u8f03\uff09<\/li>\n<li>NPS<\/li>\n<li>NPS\u8a55\u4fa1\u3078\u306e\u7406\u7531<\/li>\n<li>\u5546\u54c1\u3078\u306e\u610f\u898b\u3084\u8981\u671b<\/li>\n<\/ul>\n<p>\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u90e8\u54c1\u30e1\u30fc\u30ab\u30fc\u3092\u542b\u3080IT\u95a2\u9023\u306e\u5546\u54c1\u306f\u4f7f\u7528\u611f\u304c\u91cd\u8981\u3067\u3059\u3002\u5b9a\u91cf\u30c7\u30fc\u30bf\u3082\u5b9a\u6027\u30c7\u30fc\u30bf\u3082\u3069\u3061\u3089\u3082\u53ce\u96c6\u3067\u304d\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u7528\u610f\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<h3>\u5efa\u6750\u30e1\u30fc\u30ab\u30fc<\/h3>\n<p>\u5efa\u6750\u30e1\u30fc\u30ab\u30fc\u3082\u5b9a\u91cf\u30c7\u30fc\u30bf\u3068\u5b9a\u6027\u30c7\u30fc\u30bf\u3001\u3069\u3061\u3089\u3082\u5fc5\u8981\u3068\u306a\u308b\u696d\u7a2e\u3067\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u306b\u306f\u3055\u307e\u3056\u307e\u306a\u8a2d\u554f\u3092\u7528\u610f\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u4e00\u65b9\u3067\u3001\u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u304c\u308f\u304b\u308a\u306b\u304f\u3044\u696d\u7a2e\u306e1\u3064\u3067\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u305f\u3081\u3001NPS\u3092\u8abf\u67fb\u3059\u308b\u8a2d\u554f\u306f\u5fc5\u305a\u5165\u308c\u3001\u9867\u5ba2\u304c\u81ea\u793e\u306e\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u611b\u7740\u304c\u3042\u308b\u306e\u304b\u3092\u30c1\u30a7\u30c3\u30af\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<h3>\u5316\u5b66\u30e1\u30fc\u30ab\u30fc<\/h3>\n<p>\u5316\u5b66\u30e1\u30fc\u30ab\u30fc\u306eBtoB\u306b\u304a\u3044\u3066\u3001\u8981\u6c42\u3055\u308c\u308b\u30cb\u30fc\u30ba\u306f\u5c02\u9580\u7684\u306a\u5185\u5bb9\u304c\u591a\u3044\u3067\u3059\u3002\u5b9a\u91cf\u30c7\u30fc\u30bf\u3067\u306f\u306f\u304b\u308a\u304d\u308c\u306a\u3044\u3053\u3068\u304c\u591a\u3044\u305f\u3081\u3001\u5b9a\u6027\u30c7\u30fc\u30bf\u304c\u5fc5\u8981\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001\u5c02\u9580\u7684\u306a\u8981\u671b\u304c\u591a\u3044\u305f\u3081\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u805e\u304b\u306a\u3051\u308c\u3070\u3044\u3051\u306a\u3044\u60c5\u5831\u304c\u591a\u3044\u3067\u3059\u3002<\/p>\n<p>\u305d\u306e\u305f\u3081\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u8abf\u67fb\u3092\u884c\u3046\u969b\u306f\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u306b\u3088\u308b\u8abf\u67fb\u3084\u96fb\u8a71\u306b\u3088\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u306a\u3069\u3001\u6642\u9593\u3092\u304b\u3051\u3066\u56de\u7b54\u3067\u304d\u308b\u8abf\u67fb\u65b9\u6cd5\u3092\u8a2d\u5b9a\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<h3>\u7269\u6d41\u696d\u754c<\/h3>\n<p>\u7269\u6d41\u696d\u754c\u306f\u5b9a\u6027\u30c7\u30fc\u30bf\u3092\u8abf\u67fb\u3059\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u5b9f\u65bd\u3059\u308b\u306e\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002<\/p>\n<p>\u7269\u6d41\u696d\u754c\u306f\u6570\u5b57\u3067\u8868\u3059\u3053\u3068\u304c\u3067\u304d\u306a\u3044\u3082\u306e\u304c\u591a\u3044\u305f\u3081\u3001\u5b9a\u91cf\u30c7\u30fc\u30bf\u3067\u306e\u6e2c\u5b9a\u306e\u65b9\u304c\u30cb\u30fc\u30ba\u3092\u8abf\u67fb\u3057\u3084\u3059\u3044\u3067\u3059\u3002<\/p>\n<p>\u4f8b\u3048\u3070\u3001\u300c\u81ea\u793e\u30b5\u30fc\u30d3\u30b9\u306e\u4e2d\u3067\u4f7f\u3044\u306b\u304f\u3044\u30dd\u30a4\u30f3\u30c8\u306f\u3069\u3093\u306a\u3068\u3053\u308d\u3067\u3059\u304b\uff1f\u300d\u3068\u3044\u3046\u8a2d\u554f\u3092\u4f5c\u308b\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u6539\u5584\u70b9\u3092\u76f4\u63a5\u7684\u306b\u805e\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u5b9a\u6027\u30c7\u30fc\u30bf\u306f\u3069\u306e\u3088\u3046\u306b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u6539\u5584\u3059\u3079\u304d\u304b\u3082\u308f\u304b\u308a\u3084\u3059\u3044\u30c7\u30fc\u30bf\u3067\u3059\u3002<\/p>\n<h2>BtoB\u3067\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u306f\u81ea\u793e\u306e\u5f37\u307f\u3092\u898b\u3064\u3051\u3089\u308c\u308b\uff01\u9867\u5ba2\u306b\u9069\u5207\u306a\u30a2\u30d4\u30fc\u30eb\u3092\u3057\u3066\u3001\u696d\u7e3e\u30a2\u30c3\u30d7\u3092\u72d9\u304a\u3046<\/h2>\n<p>\u4eca\u56de\u306fBtoB\u4f01\u696d\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>\u304a\u3055\u3089\u3044\u3059\u308b\u3068\u3001BtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u306f\u7d44\u7e54\u306b\u3088\u3063\u3066\u7d4c\u6e08\u7684\u304b\u3064\u719f\u8003\u3055\u308c\u305f\u7d50\u679c\u304c\u5f97\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>BtoC\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u3068\u9055\u3063\u3066\u9855\u5728\u7684\u306a\u30cb\u30fc\u30ba\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u305f\u3081\u3001\u9867\u5ba2\u304c\u6b32\u3057\u3066\u308b\u60c5\u5831\u3092\u6b63\u78ba\u306b\u6349\u3048\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>\u307e\u305a\u3001BtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u3064\u3044\u3066<\/p>\n<ul>\n<li>BtoC\u3068BtoB\u5411\u3051\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u9055\u3044<\/li>\n<li>BtoB\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306b\u304a\u3051\u308b\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3<\/li>\n<li>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u306f\u5225\u3067\u3001NPS\u306e\u8a08\u6e2c\u3082\u91cd\u8981<\/li>\n<\/ul>\n<p>\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>\u307e\u305f\u3001BtoB\u5411\u3051\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u304a\u3044\u3066\u30c1\u30a7\u30c3\u30af\u3057\u305f\u3044\u30dd\u30a4\u30f3\u30c8\u3068\u3057\u3066\u3001<\/p>\n<ul>\n<li>SaaS\u696d\u754c<\/li>\n<li>\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u90e8\u54c1\u30e1\u30fc\u30ab\u30fc<\/li>\n<li>\u5efa\u6750\u30e1\u30fc\u30ab\u30fc<\/li>\n<li>\u5316\u5b66\u30e1\u30fc\u30ab\u30fc<\/li>\n<li>\u7269\u6d41\u696d\u754c<\/li>\n<\/ul>\n<p>\u306b\u304a\u3051\u308b\u4e8b\u4f8b\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>\u4e0a\u8a18\u3092\u53c2\u8003\u306b\u3057\u306a\u304c\u3089\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u3067\u3001BtoB\u4f01\u696d\u306f\u696d\u7e3e\u30a2\u30c3\u30d7\u306b\u3064\u306a\u3052\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>\u4eca\u56de\u306e\u8a18\u4e8b\u3092\u53c2\u8003\u306b\u3057\u306a\u304c\u3089\u3001BtoB\u4f01\u696d\u306e\u62c5\u5f53\u8005\u3055\u307e\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u8abf\u67fb\u3092\u5b9f\u65bd\u3057\u3066\u307f\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>\u3082\u3057\u3082\u3001\u96fb\u8a71\u5fdc\u5bfe\u306e\u696d\u52d9\u52b9\u7387\u5316\u3084\u9867\u5ba2\u5bfe\u5fdc\u306e\u6539\u5584\u3092\u3057\u305f\u3044\u3068\u304a\u8003\u3048\u306e\u65b9\u306b\u306f\u3001\u5f0a\u793e\u306e\u300c\u30ab\u30a4\u30af\u30e9\u300d\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002<\/p>\r\n\r\n<p>\u30ab\u30a4\u30af\u30e9\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u5f93\u696d\u54e1\u306e\u696d\u52d9\u8ca0\u8377\u3092\u8efd\u6e1b\u3059\u308b\u3055\u307e\u3056\u307e\u306a\u6a5f\u80fd\u304c\u3042\u308a\u307e\u3059\u3002\u5b9f\u969b\u306b\u5c0e\u5165\u3057\u305f\u4f01\u696d\u306e99.6\uff05\u304c\u5229\u7528\u3092\u7d99\u7d9a\u3057\u3001\u3054\u6e80\u8db3\u3044\u305f\u3060\u3044\u3066\u3044\u308b\u304a\u58f0\u3092\u591a\u6570\u3044\u305f\u3060\u3044\u3066\u304a\u308a\u307e\u3059\u3002<\/p>\r\n\r\n<p>\u300c\u3069\u3046\u3059\u308c\u3070\u696d\u52d9\u306e\u8ca0\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