WO2002097696A1

WO2002097696A1 - A method & analytic device of consumer behavior feature on electronic commerce system

Info

Publication number: WO2002097696A1
Application number: PCT/KR2001/000933
Authority: WO
Inventors: Soon-Mo Seo; Hae-Sool Yang
Original assignee: Soon-Mo Seo; Hae-Sool Yang
Priority date: 2001-06-01
Filing date: 2001-06-01
Publication date: 2002-12-05

Abstract

The contrivance is a system of e-commerce, with a special analyzing device for customers' behaviors on internet. The system produces the database of customer traits and enable sellers to provide specialized services. The analyzing is done with repeated behavior modes and requests. Knowing the traits of customers is a key to the success in e-commerce and continuous marketing. This system was designed to provide customers with more friendly service.

Description

A Method & Analytic Device of Consumer Behavior Feature on Electronic Commerce System [Description] Technical Field

The invention is a method of Electronic Commerce System operation. The customers log in to the e-commerce system through internet. Then the special

5 device analyzes customer's traits and offers the specialized service. The system comes under 'applied e-commerce technology' field. Background Art

The focus of the invention is e-commerce system ic based part. Therefore, the background arts are e-commerce related technology, database technology and Customer Relationship Management(CRM) running technology. In specific, the core technologies can be classified in two categories. The first one is the

15 technological know-how for the interchange of information.

The other is the application development technology for special devices.

Up to now, no proper devices or programs for managing customer-inquiries existed. However, the

2C invention brings up a new way to solve the raised problems. Disclosure of Invention:

It is very important to comprehend customers' troubles for B2C companies. It is both crucial in marketing and management. However, existing e-commerce systems don't offer any device or technology to understand customers' behaviors. In order to get some information on

5 customers, the 'Customer Relationship Management(CRM) technology' is being operated on a separate database. Yet, much inconveniences are caused because it is not integrated with the whole system. Furthermore, the core technology of the CRM being a mere arrange of the lc addresses and phone numbers, it is hard to understand what customers think and how they feel. Building a database takes a long time, and that could be a problem to the companies which surely want to create value-added in a short time. This system which has a

IE totally different approach to overcome the given problems utilizes various information.

Those are purchase demand, product details demand raised by customers through internet and phones. Also, the number of clicks on internet product brochures , analysis

2c on logging and customer behaviors are used as the materials.

The system provides customers with specialized service and enables the sellers reuse a variety of customer information. Also, the interaction between the customer and

25 the seller can be made in real time. On that account, the lacking human touch in using computers could be regained by this system. Brief Description of the Drawings: Figure 1/2 shows the composition of the devices. Figure 2/2 presents the algorithm of extracting customers' behavioral characteristics. Best Model for Carrying Out the Invention 5 The model with the new methods and devices are like below;

1. The customer connect with the e-commerce server through internet.

2. The server provides the product brochures and lo information.

3. The customer presses the 'purchase' button on the server or delivers the intention to purchase.

3.1 The customer behavior analyzing device acquires the number of clicks on the product. IE 3.2 The device stores the information in a temporary database.

3.3 In the main database, only confirmed information is preserved, but the information can be written, amended or deleted by the analyzing device. 2C 3.4 Information on the customers' characteristics is offered to the e-commerce reception system.

4. The e-commerce reception system offers customers' characteristics or intentions to the sellers. With this information, the seller communicates with the customer

25 through telephones, mobile phones or internet phones.

The seller can hear from the customers and give answers to their questions. Besides, they can provide more information on the product. The customers will trust the companies, and the company can pull up the sales with, optimized information and instant connections. Industrial Applicability:

Information of the customers' behavioral characteristics will be extracted by the device when a customer connects with the e-commerce system and questions product details. When the customer connects to the server again and buys a product, the whole information goes to the management or reception system. The manager of the system studies customer traits and provides the optimal service to the customers. Moreover, the information makes 'One-To-One Marketing' possible without a separate CRM system. The companies which run e-commerce systems can expect continuous increase in customer royalty through providing specialized information. The system has a great availability in industrial field, and could be a way to overcome the hardships in e-commerce.

Claims

[Claims]

1. It is the e-commerce system with the database of customers' behavioral characteristics.

The server authenticates the customers and offers product brochures. The information is produced when customers open new web pages, and is stored in an individual database.

The customer behavior analyzing device operates on the basis of information in the database.

On the whole, the invention is about customers' characteristics analyzing in e-commerce that includes several devices. Those devices are customers' question receptor and customers' behavior analyzer.

2. The customers' behavior analyzer determines the type of the traits in comparison with the patterns given ahead.

3. In Claim 1, the system practices One-To-One marketing with customers' behavior analysis.