問34
頻出度★★☆
顧客の特徴に応じたきめ細かい対応を行うことによって，顧客と長期的に良好な関係を築き，顧客満足度の向上や取引関係の継続につなげる仕組みを構築したい。その仕組みの構成要素の一つとして，営業活動で入手した顧客に関する属性情報や顧客との交渉履歴などを蓄積し，社内で共有できるシステムを導入することにした。この目的を達成できるシステムとして，最も適切なものはどれか。
令和6年度 ITパスポート試験 問34
ストラテジ系ビジネスインダストリ › ビジネスシステム
This question's explanation and your answers so far.
解説
問 34
Incorrectア
CAE (Computer Aided Engineering) is a design and development support mechanism that performs structural analysis of products and simulations such as strength and fluid analysis on a computer. It is for engineering use and has nothing to do with accumulating and sharing customer information or sales history.
Incorrectイ
MRP (Material Requirements Planning) is a production management mechanism that, based on the production plan, calculates the quantity of parts and materials needed and the timing for ordering them. It targets manufacturing and inventory management, and is not intended for building customer relationships or sharing sales information.
Incorrectウ
SCM (Supply Chain Management) is a mechanism that optimizes the whole flow from procurement through production, logistics, and sales, reducing inventory and lead time. Its aim is to make the entire supply chain more efficient, not to accumulate and share the negotiation history with individual customers.
- エ
正解 The correct answer is “エ SFA system”. SFA (Sales Force Automation) is a mechanism that centrally accumulates the customer attribute information and the history of business talks and negotiations obtained through sales activities, and shares them within the company. Because of this, even when the person in charge changes, staff can give careful, detailed responses based on each individual customer's situation, build a good long-term relationship, and thereby raise customer satisfaction and lead to continued business. It best matches the requirement of accumulating and sharing sales information that the question asks for.
ここがポイント
- SFA is a mechanism that accumulates and shares the customer attribute information and business-talk history obtained through sales activities, aiming to make sales more efficient and improve the quality of customer responses. Because it supports building long-term relationships with customers, it is closely related to CRM.
- Distinguish the scope of each acronym system: CAE = design analysis, MRP = material requirements planning (production), SCM = supply chain (procurement to logistics), SFA = sales support.
用語