CS HACK#4 ”異業種からのCSをHACKする！” LT資料（片山/Goodpatch）

2017/06/22 CS HACK#4 ”異業種からのCSをHACKする！”
「元投資用不動産の営業が渋谷のデザイン会社でカスタマーサクセスとして働く理由」LT資料
イベント詳細：https://cshack.connpass.com/event/55551/

Transcript

1. 1
   ݩ౤ࢿ༻ෆಈ࢈ͷӦۀ͕
   ौ୩ͷσβΠϯձࣾͰΧελϚʔαΫηεͱͯ͠ಇ͘ཧ༝
   $4)"$,
   "ZBLB,BUBZBNB
   

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   ࣗݾ঺հ
   ยࢁ࠼Ն
   גࣜձࣾάουύον
   1SPEVDUEJWΧελϚʔαΫηε
   ฏ੒ݩ೥ੜ·Εɻਆಸ઒ݝḟࢠࢢग़਎ɻ
   ֶੜ࣌୅͸ϢχΫϩళһɻ৽ଔͰ౤ࢿ༻ෆಈ࢈Ӧۀˠ
   4&Ҋ݅؅ཧαϙʔτˠάουύον

   ͕͋͜Εͷ$4
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   5IF3JUT$BSMUPO)PUFM$PNQBOZ--$
   *OUFSDPN 4MBDLͳͲͳͲ
   

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   ΫϥΠΞϯταʔϏεࣄۀͱϓϩμΫτࣄۀ
   άουύονͷࣄۀ঺հ
   ओʹ೔ຊࠃ಺اۀΛத৺ʹɺΞϓϦέʔγϣϯͷϓϥϯχϯά͔Βɺ
   6*σβΠϯɺ։ൃ·ͰΛߦ͍ͬͯ·͢ɻ
   ΫϥΠΞϯταʔϏεࣄۀ
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   ʹߦ͑Δπʔϧ܈Λ։ൃɺϦϦʔε͍͖ͯ͠·͢ɻ
   ϓϩμΫτࣄۀ
   

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   ϓϩμΫτࣄۀɿ1SPUU
   1SPUU͸ɺ୯७ʹϓϩτλΠϓΛͭ͘Δπʔ
   ϧͰ͸ͳ͘ɺϓϩτλΠϐϯάΛνʔϜʹΠ
   ϯετʔϧ͢ΔπʔϧͰ͢ɻ(PPEQBUDIͷ
   ࣗࣾαʔϏεͱͯ͠೥݄ʹਖ਼ࣜϦϦʔ
   εɻେख΢ΣϒαʔϏεاۀʹͯ&OUFSQSJTF
   ϓϥϯͷ࠾༻࣮੷ଟ਺ʢ:BIPPɺ%F/"ɺ
   (3&&ɺ3FDSVJUɺָఱͳͲʣɻ
   ͷձٞΑΓɺͭͷϓϩτλΠϓ
   ೥౓άουσβΠϯ৆ड৆
   άουύονͷࣄۀ঺հ
   

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   ϓϩμΫτࣄۀɿ#BMUP
   #BMUP͸։ൃϑΣʔζͰΞϓϦʹϫϯΞΫγϣ
   ϯͰεΫϦʔϯγϣοτ͕औΕɺσόΠε৘
   ใͱڞʹίϝϯτ͕ૹΕΔϑΟʔυόοΫί
   ϛϡχέʔγϣϯπʔϧͰ͢ɻࢹ֮৘ใΛηο
   τͰ֬ೝͰ͖ɺ఻ΘΔ͜ͱͰɺཱ৔͕ҟͳΔ
   ΤϯδχΞͱσβΠφʔͷίϛϡχέʔγϣ
   ϯ͕׆ൃʹͳΓɺྑ͍ٞ࿦͕ੜ·Εɺϓϩμ
   Ϋτͷ඼্࣭͕͕͍͖ͬͯ·͢ɻ

   ೥άουσβΠϯ৆ड৆
   εΫϦʔϯγϣοτɾϜʔϏʔͰ
   ͔ΜͨΜϑΟʔυόοΫ
   IUUQCBMUPJP
   άουύονͷࣄۀ঺հ
   

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   ຊ೔ͷϝχϡʔ
   

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   w άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
   w άουύονͷΧελϚʔαΫηε಺༰
   w ͜Ε͔Β΍Γ͍ͨ͜ͱ
   

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   άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
   

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   ͜Ε·Ͱͷܦྺ
   άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
   ౤ࢿ༻ෆಈ࢈ձࣾ΁৽ଔͰӦۀͱͯ͠ೖࣾ
   ෋࢜௨ܥҩྍγεςϜSEͷҊ݅؅ཧαϙʔτ
   גࣜձࣾάουύονʹͯΧελϚʔαΫηεΛ୲౰
   େֶଔۀޙʙ໿1೥
   2013೥ʙ2016೥
   2016೥ʙݱࡏ
   

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    ͜Ε·Ͱͷܦྺ
    ౤ࢿ༻ෆಈ࢈ձࣾ΁৽ଔͰӦۀͱͯ͠ೖࣾ
    ෋࢜௨ܥҩྍγεςϜSEͷҊ݅؅ཧαϙʔτ
    גࣜձࣾάουύονʹͯΧελϚʔαΫηεΛ୲౰
    େֶଔۀޙʙ໿1೥
    2013೥ʙ2016೥
    2016೥ʙݱࡏ
    άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
    

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    11
    Α͔ͬͨ͜ͱ ٙ໰ʹࢥͬͯͨ͜ͱ ͜͏ͨ͠Β͍͍ͷʹʜ
    ɾ೜଱ྗ͕͍ͭͨ
    ɾ͜͏͍͏ձࣾ΋͋ΔΜͩ
    ɾి࿩Ͱ࿩͢͜ͱ͕ಘҙʹͳͬͨ
    ɾి࿩Ӧۀͱ͍͏ख๏ͷෆໟ͞
    ɾطଘސ٬΁ͷϑΥϩʔͷബ͞
    ɾӦۀͷख๏Λม͑Δ
    ɾطଘސ٬ͷϑΥϩʔΛ

    ɹखް͘͢Δ
    ɾӦۀݸਓ΁ͷ৴པͰ͸ͳ͘ɺ

    ɹձࣾͱͯ͠ͷ৴པؔ܎Λ࡞Δ
    άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
    ౤ࢿ༻ෆಈ࢈ձࣾ΁৽ଔͰӦۀͱͯ͠ೖࣾ
    

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    ͜Ε·Ͱͷܦྺ
    άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
    ౤ࢿ༻ෆಈ࢈ձࣾ΁৽ଔͰӦۀͱͯ͠ೖࣾ
    ෋࢜௨ܥҩྍγεςϜSEͷҊ݅؅ཧαϙʔτ
    גࣜձࣾάουύονʹͯΧελϚʔαΫηεΛ୲౰
    େֶଔۀޙʙ໿1೥
    2013೥ʙ2016೥
    2016೥ʙݱࡏ
    

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    13
    Α͔ͬͨ͜ͱ ٙ໰ʹࢥͬͯͨ͜ͱ ͜͏ͨ͠Β͍͍ͷʹʜ
    ɾ໾ׂ෼୲͕໌֬
    ɾ੹೚ͷ͋Δ࢓ࣄʢਓ໋ʹؔΘΓ
    ͔Ͷͳ͍ͷͰʣ
    ɾେاۀͷ΍Γํ͕෼͔ͬͨ
    ɾҙ֎ͱʮαϙʔτʯ͸޲͖ෆ޲
    ͖͕͋Δ࢓ࣄͱؾ͚ͮͨ
    ɾࣗࣾπʔϧͷ6*͕ࠅ͗͢Δ
    ɾྑ͍औΓ૊Έ͕ධՁ͞Εͳ͍
    ɾຫੑతͳਓࡐෆ଍
    ɾݱ৔ͷ੠Λ൓өͤ͞Δ࢓૊Έ͕
    ͳ͍
    ɾܾఆݖͷ͋Δਓͷإͱ໊લ͢Β
    Θ͔Βͳ͍
    ɾϢʔβʔ΍ݱ৔ͷ੠Λฉ͖ɺ

    ঎඼ʹ൓өͤ͞ΔϑϩʔΛ࡞Δ
    άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
    ෋࢜௨ܥҩྍγεςϜ4&ͷҊ݅؅ཧαϙʔτ
    

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    ͜͏͍͏؀ڥͰΧελϚʔαϙʔτΛ΍Γ͍ͨʂ
    άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
    wϢʔβʔͷ੠Λେࣄʹ͍ͯ͠Δମ੍
    wϢʔβʔͷ੠͕঎඼ʹ͖ͪΜͱ൓ө͞Ε͍ͯΔ࣮੷
    wαϙʔτ͢Δ঎඼͕ੈͷதʹՁ஋͕͋Δɺͱࣗ෼͕ೲಘͰ͖Δ঎඼
    w༷ʑͳαϙʔτͷܗ͕͋ΔPS௅ઓͤͯ͘͞ΕΔମ੍
    

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    ͜͏͍͏؀ڥͰΧελϚʔαϙʔτΛ΍Γ͍ͨʂ
    άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
    wϢʔβʔͷ੠Λେࣄʹ͍ͯ͠Δମ੍
    wϢʔβʔͷ੠͕঎඼ʹ͖ͪΜͱ൓ө͞Ε͍ͯΔ࣮੷
    wαϙʔτ͢Δ঎඼͕ੈͷதʹՁ஋͕͋Δɺͱࣗ෼͕ೲಘͰ͖Δ঎඼
    w༷ʑͳαϙʔτͷܗ͕͋ΔPS΍Βͤͯ͘ΕΔମ੍
    ͦΜͳձࣾ͋Δͷ͔ͳʜ
    

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    ͜͏͍͏؀ڥͰΧελϚʔαϙʔτΛ΍Γ͍ͨʂ
    άουύονʹೖΔ·ͰԿͷ࢓ࣄͯͨ͠ͷʁ
    wϢʔβʔͷ੠Λେࣄʹ͍ͯ͠Δମ੍
    wϢʔβʔͷ੠͕঎඼ʹ͖ͪΜͱ൓ө͞Ε͍ͯΔ࣮੷
    wαϙʔτ͢Δ঎඼͕ੈͷதʹՁ஋͕͋Δɺͱࣗ෼͕ೲಘͰ͖Δ঎඼
    w༷ʑͳαϙʔτͷܗ͕͋ΔPS΍Βͤͯ͘ΕΔମ੍
    Ӧۀ͸೥ͰࣙΊͨ

    4&Ҋ݅؅ཧαϙʔτ͸೥ଓ͚͚ͨͲɺ೿ݣࣾһ
    ࣗ෼ͷಘҙͳ͜ͱ΋ɺਖ਼௚͸͖ͬΓ͠ͳ͍
    Ͱ΋ʮϢʔβʔʯΛେ੾ʹͯ͠࢓ࣄ͍ͨ͠ʂ
    

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    ͨ·ͨ·ొ࿥͍ͯͨ͠8BOUFEMZͰάουύονʹग़ձ͏
    

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    ʮͳΜ͔ΠέΠέͳελʔτΞοϓʯʹएׯෆ҆΋ɾɾɾ
    ͦΕͰ΋
    ΍Γ͍ͨ͜ͱˍߟ͑ํ͕όονϦ౰ͯ͸·ͬͨͷͰ
    ؤுͬͯΈΔ͜ͱʹ
    

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    ΊͬͪΌ΍Γ͕͍͋Δʂʂʂʂʂ
    

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    άουύονͷΧελϚʔαΫηεͬͯ
    Կ΍ͬͯΔͷʁʁ
    

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    ΧελϚʔαΫηεͷकඋൣғ
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ͓໰͍
    ߹Θͤ
    Ϣʔβʔαϙʔτ
    

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    ΧελϚʔαΫηεͷकඋൣғ
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ͳͥʁ ͜Ε͔Β
    ΧελϚʔαΫηε
    ͓໰͍
    ߹Θͤ
    Ϣʔβʔαϙʔτ
    

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    ΧελϚʔαΫηεͷकඋൣғ
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ͳͥʁ ͜Ε͔Β
    ΧελϚʔαΫηε
    ͓໰͍
    ߹Θͤ
    Ϣʔβʔαϙʔτ
    ΧελϚʔαΫηε
    

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    24
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    Ϣʔβʔαϙʔτ
    

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    • ͍͔ʹૣ͘ղܾ͢Δ͔
    • Ϣʔβʔࢹ఺Ͱෳ਺ύλʔϯΛ༧૝͠ͳ͕Βฦ౴͢Δ
    • ཁ๬ΛώΞϦϯά͢Δ
    • ಡΈ΍͘͢ɺ఻ΘΓ΍͍͢ݴ༿͑Βͼ
    • ηʔϧενʔϜ΍ଞͷνʔϜͱ࿈ܞ͢Δ͜ͱ΋
    • ฦ౴ʹର͢ΔNPSΛऔͬͯ·͢
    • ਖ਼௚ͳϑΟʔυόοΫʢରԠऀʹରͯ͠΋ɺαʔϏεʹରͯ͠΋ʣ
    • ϞνϕʔγϣϯUPʂ
    25
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ϢʔβʔαϙʔτͰେ੾ʹ͍ͯ͠Δ͜ͱ
    

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    ΧελϚʔαΫηεͷकඋൣғ
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ͳͥʁ ͜Ε͔Β
    ΧελϚʔαΫηε
    ͓໰͍
    ߹Θͤ
    Ϣʔβʔαϙʔτ
    ΧελϚʔαΫηε
    

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27. © 2017 Goodpatch Inc. All Right Reserved.
    • ڞ༗
    • ໰͍߹Θͤ಺༰΍΍ΓऔΓ಺༰͸શͯSlackͰϦΞϧλΠϜڞ༗
    • SlackͰϦΞϧλΠϜٞ࿦͕ൃੜ͢Δ͜ͱ΋ɻ
    • ಛʹଟ͍໰͍߹Θͤ΍ɺཁ๬ʹ͍ͭͯ͸ɺ·ͱΊͯPMʢϓϩμΫτϚωʔδϟʔʣ,

    ΤϯδχΞ,σβΠφʔ΁ڞ༗͠ɺରԠํ਑ʹ͍ͭͯݕ౼͢Δ
    • ձ࿩ͷ΍ΓͱΓΛݟ͍ͯͳͯ͘΋ʮͳͥͦͷ໰͍߹Θͤ/ཁ๬͕ଟ͍ͷ͔ʯ͕໌֬ʹ
    ͳΔΑ͏఻͑ํɺݟ΍͢͞ɺσʔλΛἧ͑Δ
    27
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ʮͳͥʁʯͱʮ͜Ε͔ΒʯΛߟ͑ΔΧελϚʔαΫηε
    

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    • ։ൃ
    • ։ൃ్தͰΤϯδχΞ͞Μ͕Ծ౰ͯͨ͠αʔϏε಺ͷจݴΛνΣοΫ͢Δ
    • ϑϩʔͱݟ΍͢͞ɺ఻ΘΓ΍͢͞ɺσβΠϯతͳόϥϯεΛߟ͑ͯݴ༿ΛબͿ

    • ։ൃ؀ڥͰͷϑΟʔυόοΫ
    • ʮҰ൪࠷ॳͷϢʔβʔʯʹͳΔʂʢCSνʔϜҎ֎ͷϝϯόʔ΋ؚΉʣ
    • ૢ࡞Ͱҧ࿨ײͷ͋Δͱ͜Ζ΍ɺ૝ఆͰ͖Δ࢖͍ํʹରԠͰ͖Δ͔Ͳ͏͔Λ֬ೝ͢
    Δ
    28
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ʮͳͥʁʯͱʮ͜Ε͔ΒʯΛߟ͑ΔΧελϚʔαΫηε
    

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    • ಧ͚Δ
    • ػೳվળ΍৽ػೳϦϦʔεͷࡍͷ͓஌ΒͤΛ࡞੒
    • ͓஌Βͤͷಧ͚ํΛߟ͑Δ
    • ಧ͚͍ͨਓʹରͯ͠ɺҰ൪఻ΘΔίϯςϯπ΍഑৴ํ๏Λຖճߟܾ͑ͯΊΔ

    • ίϯςϯπ࡞੒࣌ʹؾΛ͚͍ͭͯΔ͜ͱ
    • ϏδϡΞϧʢͲ͏͍͏ը૾Λ࢖͏ͷ͔ɺ੩ࢭըͳͷ͔ɺGIFͳͷ͔ʣ
    • Θ͔Γ΍͘͢ʮ࢖͍͍ͨʂʯͱࢥͬͯ΋Β͑Δݴ༿બͼ
    • ൑அʹ໎ͬͨ࣌͸ελΠϧΨΠυʹཱͪฦͬͯߟ͑Δ
    29
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ʮͳͥʁʯͱʮ͜Ε͔ΒʯΛߟ͑ΔΧελϚʔαΫηε
    

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    • ηʔϧε
    • ΠϕϯτاըɺࢀՃ
    • Ϣʔβʔ৘ใͷڞ༗ɺϑΥϩʔ
    • ϑΟʔυόοΫͷڞ༗
    • ϚʔέςΟϯάʢ͜Ε͔Βʣ
    • ίϯςϯπ࡞੒
    • σʔλ΍φϨοδͷڞ༗
    • ࣾ಺
    • φϨοδڞ༗
    • ৽ೖࣾһ޲͚ɹࣗࣾϓϩμΫτษڧձ
    30
    άουύονͷΧελϚʔαΫηεͬͯԿ΍ͬͯΔͷʁ
    ͦͷଞ
    

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    ͜Ε͔Β΍Γ͍ͨ͜ͱ
    

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    w ސ٬σʔλΛݩʹͨ͠ΞΫγϣϯ%
    w ϙοϓΞοϓϝοηʔδͷλΠϛϯάΛ࠶౓ݕ౼
    w $IBU#PUͷಋೖͷݕ౼
    w *OUFSDPN&EVDBUFಋೖ
    w 'FFECBDL؅ཧͷΑΓྑ͍ϑϩʔͷ໛ࡧ
    w ࣾ಺֎΁ͷφϨοδڞ༗ͷڧԽ
    w ΋ͬͱଞͷνʔϜͱγʔϜϨεʹ࿈ܞͰ͖Δ࢓૊Έͮ͘Γ
    

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    ͦͯ͠ͳʹΑΓʜ
    

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    8BOUFEMZͰ࠾༻Λ͓͜ͳͬͯ·͢ʂʂʂʂʂ
    
    

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36. © 2017 Goodpatch Inc. All Right Reserved. 36
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38. © 2017 Goodpatch Inc. All Right Reserved. 38
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