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全社でカスタマーサクセスを実現するフィードバックループ
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kosasaki07
August 06, 2020
Business
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全社でカスタマーサクセスを実現するフィードバックループ
CS×Product Meetup 2020.8.6 Thu.
https://connpass.com/event/182925/
kosasaki07
August 06, 2020
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Transcript
$4ʷ1SPEVDU.FFUVQ શࣾͰΧελϚʔαΫηεΛ࣮ݱ͢Δ ϑΟʔυόοΫϧʔϓ 5IV ࠤʑ߉ଠ 1SPEVDU.BSLFUJOH.BOBHFS
ຊͷ͓ શࣾͰΧελϚʔαΫηεΛ࣮ݱ͢ΔจԽ ϑΟʔυόοΫϧʔϓͷϙΠϯτ 4NBSU)3ʹ͓͚ΔऔΓΈհ ࣭ٙԠ
ࠤʑ߉ଠʢ!LPTBTBLJʣ גࣜձࣾ4NBSU)3 1SPEVDU.BSLFUJOH.BOBHFS w ίϯαϧ w 4NBSU)3ܦӦاը w 4NBSU)31.. ࣗݾհ
࿑ཧΫϥυγΣΞ /P˞ ͷاۀ༷͕ ܧଓར༻͍ͯ͠·͢ ݄ ਖ਼ࣜެ։ ొࣾ ࣾҎ ্
ొࣾɾܧଓ
ಋೖاۀ
ࣾһ ਓ ਓ ਓ ਓ ਓ ਓ ਓ ਓ ਓ
ਓ ਓ ਓ ਓ ਓ ਓ 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 ݱ ࡏ 1..৫ ্ཱͪ͛ 4NBSU)3ެ։ ʢ5FDI$SVODI5PLZP༏উʣ
େࣄʹ͠ଓ͚͍ͯΔ͜ͱ
શࣾͰΧελϚʔαΫηεͷจԽ େࣄʹ͠ଓ͚͍ͯΔ͜ͱ
w ʮਓ͕ཉ͍͠ͱࢥ͏ͷΛ࡞Ζ͏ʯʹશһͰϓϩμΫτ࡞Δ w ձ4MBDLͰʮαΫηεʯͷݴ༿ֆจࣈΛࣗવʹ͏ w ʮ5IF.PEFMʯΛϕʔεͱͨ͠ڠۀମ੍Λపఈ w ෦ॺΛ·͙ͨ՝ϓϩδΣΫτԽͯ͠վળ શࣾͰΧελϚʔαΫηεͷจԽ
ΧελϚʔαΫηεͷׂͱ֤άϧʔϓͱͷ࿈ܞ 1.. 1E.
1..ͷׂͨ͢ ࣄۀͷͨΊʹ ʮԿ͕ചΕΔ͔ʯΛߟ͑ ʮͦΕΛͲ͏ചΔ͔ʯʹΛ࣋ͭ ՝Λղܾ͢ΔͨΊʹɺ ʮԿΛ࡞Δ͔ʯΛߟ͑ ʮՁͷఏڙʯʹΛ࣋ͭ 1.. 1E.
ࢀߟ 1..ʢ1SPEVDU.BSLFUJOH.BOBHFSʣͱڠಇ͢Δ 4BB4ϓϩμΫτϚωδϝϯτ!JOBHBLLJF ͳͥ4BB4ʹϓϩμΫτϚʔέςΟϯάϚωʔδϟʔ ʢ1..ʣ͕ඞཁͳͷ͔ʁ!THNUZ[ 4BB4اۀͷΧελϚʔαΫηεͮ͘Γʲޙฤʳ !JOBTIJQ ͳͥ4BB4৫ʹஅ͕ى͖Δͷ͔ʁʮ1-(-PPQʯͰ ଧഁ͢ΔηΫγϣφϦζϜͷน!LPTBTBLJ
ʮ4NBSU)31PSUBMʯల։ 70$ऩूɾཧͷ4BB4׆༻
ػೳͷσϦόϦʔʹؔ͢Δ՝ ˇ
w εϓϨουγʔτͰͷ70$ऩूɾཧ͕ࡶ w 70$ͷ༏ઌஅ͕͍͠ʗશମ૾͕Θ͔Βͳ͍ w ։ൃ࣮ݱɺ֬ೝ·ͰεϜʔζʹ͑ΔΈ͕ͳ͍ w 70$͕։ൃϩʔυϚοϓͱඥ͔ͳ͍ w
Ϣʔβʔʹ70$࣮ݱΛͬͱೳಈతʹಧ͚͍ͨ w ͦͷଞॾʑŋŋŋ 70$ऩूɾཧͷ4BB4׆༻
͜ΕΒΛղܾ͢Δ4BB4Λಋೖ͠·ͨ͠ʂ 70$ऩूɾཧͷ4BB4׆༻
70$ऩूɾཧͷ4BB4׆༻ ΧελϚʔ αΫηε Ϣʔβʔ αϙʔτ ηʔϧε 1.. 1E. ਓࣄ࿑
70$ऩूɾ ू ։ൃɾاը ΠϯαΠυ ηʔϧε
ɹɹɹɹˠ։ൃ 1. 1.. ϦαʔνˠاըԽ ཹɾυϩοϓ 70$ऩूɾཧͷ4BB4׆༻ ΧελϚʔ αΫηε Ϣʔβʔ
αϙʔτ ηʔϧε 1.. 1E. ਓࣄ࿑ 70$ऩू ։ൃɾاը ΠϯαΠυ ηʔϧε
70$ऩूɾཧͷ4BB4׆༻ VOCΛूΊΔɾཷΊΔ VOCΛػೳͱඥ͚Δ VOCͷΛݟΔ
70$ऩूɾཧͷ4BB4׆༻
70$ऩूɾཧͷ4BB4׆༻
70$ऩूɾཧͷ4BB4׆༻
w ଞʹศརͳػೳ͕Γࢁʂ w ϩʔυϚοϓػೳͰɺ֤ػೳͷਐḿɾεςʔλε͕ղΔ w ػೳͷৄࡉࣔࠦͷৼΓฦΓ͕Ͱ͖Δ w 1PSUBMػೳͰɺސ٬ʹൃ৴Ͱ͖Δ 70$ऩूɾཧͷ4BB4׆༻
ϓϩμΫτ ཁɾ'# ൢചઓུ ࣮ଶɾཁ ೝ Ϧʔυ֫ಘ ސ٬ ֫ಘ ޭࢧԉ ϑΝϯ
֦େ ސ٬ ίϛϡχέʔ γϣϯ Ϩτϩ εϖΫςΟϒ ՝ ਫ਼ࠪ ϓϥϯχϯά ։ൃ ϓϩμΫτ ։ൃ ࢢѲ ϙδγϣ χϯά ݕ౼ ԾઆཱҊ ௐࠪ ɾ ධՁ Ϛʔέοτ ઓུ .71 ಛఆ ࢢ՝ ղܾࡦ 4BB4ͷ༗ػϞσϧ
ʮ4NBSU)31PSUBMʯల։ 70$ऩूɾཧͷ4BB4׆༻
ػೳͷσϦόϦʔͷؔ͢Δ՝ ʢࠓࣾͷ͕த৺ʣ ˇ
ʮ4NBSU)31PSUBMʯల։ w ϓϩμΫτʹؔ͢Δ࠷৽ใ͕͍͖Εͳ͍ʗؾ͚ͮͳ͍ w ݕࡧͯ͠ݟ͔ͭΓʹ͍͘ʗḷΓண͚ͳ͍ w ୭ʹฉ͚͍͍͔Θ͔Βͳ͍ w ใͷਫ਼ࠪɾϝϯςφϯε͕͞Ε͍ͯͳ͍
w ࣝͷΒ͖͕ͭ͋ΔɾଐਓԽ͍ͯ͠Δ
ʮ4NBSU)31PSUBMʯల։ ਖ਼֬Ͱ࠷৽ͷใɺ༷ʑͳφϨοδʹ͍ͭͰΞΫηεͰ͖Δ
ʮ4NBSU)31PSUBMʯల։