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[Japan Dreamin' 2022] エンジニアが学ぶカスタマーサクセス

[Japan Dreamin' 2022] エンジニアが学ぶカスタマーサクセス

Japan Dreamin' 2022 (January 22, 2022) の懇親会でLTした発表資料です。

「結局、カスタマーサクセスってなんだろう?」という疑問から勉強をはじめました。学んだ内容を解釈して発表しました。

要約
・カスタマーサクセスは事業戦略である
・Customer360はカスタマーサクセスを支えるデータプラットフォーム
・Customer360の顧客データはカスタマーヘルススコアを算出するために収集する

This is a slide from my LT presentation at Japan Dreamin' 2022 (January 22, 2022).

I started my study with the question, "What is Customer Success? ".
In this LT, I presented what I learned about Customer Success.

Summary
- Customer Success is a business strategy.
- Customer360 is a data platform that supports Customer Success.
- Customer360 customer data is collected to calculate the Customer Health Score.

Akira Kuratani

January 22, 2022
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  1. ΤϯδχΞֶ͕Ϳ ɹɹΧελϚʔαΫηε migration talks Japan Dreamin' 2022 January 22, 2022

    Akira Kuratani Customer Success as Learned by Engineers
  2. Akira Kuratani / ૔୩ জ 
 ɹɹɹ@a_kuratani ɹɹɹkuratani 
 ɹɹɹTeamSpirit

    Inc. ɹɹɹTSF Engineering Team / Director ɹɹɹPodcast(migration.fm) ɹɹɹYouTube(migration talks)
  3. ຊ೔࿩͢͜ͱɺ࿩͞ͳ͍͜ͱ 
 Today, What to talk, what not to talk

    ࿩͢͜ͱ What to talk 
 ɾΤϯδχΞ͔ΒݟͨΧελϚʔαΫηε 
 ɹCustomer Success from an Engineer's Perspective 
 ɾCustomer 360ͱΧελϚʔαΫηεͷؔ܎ 
 ɹRelationship between Customer 360 and Customer Success ࿩͞ͳ͍͜ͱ What not to talk ɾΧελϚʔαΫηεͷ࣮ફʹ໾ཱͭ͜ͱ ɹHelping you practice customer success
  4. ΤϯδχΞֶ͕Ϳ ɹɹΧελϚʔαΫηε Customer Success as Learned by Engineers

  5. “ΧελϚʔαΫηε“ͱ͸ ͳΜͰ͠ΐ͏͔ʁ 
 What is "Customer Success"?

  6. “ΧελϚʔαΫηε“ͱ͸ ࣄۀઓུͰ͋Δ 
 Customer Success is a Business Strategy

  7. ΧελϚʔαΫηεͷ஄Έं The fl ywheel of Customer Success Ձ஋ͷ͋Δ αʔϏε։ൃ More

    Development ސ٬͕ ੒ޭ͢Δ More Customer 
 Success ར༻ऀ͕ ૿Ճ͢Δ 
 More Users ϑΟʔυόο Ϋ͕૿Ճ͢Δ 
 More Feedback Ծઆݕূ͕ ޮ཰Խ͢Δ More Hypothesis Testing
  8. ΧελϚʔαΫηεͷ஄Έं The fl ywheel of Customer Success Ձ஋ͷ͋Δ αʔϏε։ൃ More

    Development ސ٬͕ ੒ޭ͢Δ More Customer 
 Success ར༻ऀ͕ ૿Ճ͢Δ 
 More Users ϑΟʔυόο Ϋ͕૿Ճ͢Δ 
 More Feedback Ծઆݕূ͕ ޮ཰Խ͢Δ More Hypothesis Testing ച্͕ ૿Ճ͢Δ More Sales ։ൃ౤ࢿ ͕૿Ճ͢Δ 
 More Investment
  9. ΧελϚʔαΫηεͷ஄Έं The fl ywheel of Customer Success Ձ஋ͷ͋Δ αʔϏε։ൃ More

    Development ސ٬͕ ੒ޭ͢Δ More Customer 
 Success ར༻ऀ͕ ૿Ճ͢Δ 
 More Users ϑΟʔυόο Ϋ͕૿Ճ͢Δ 
 More Feedback Ծઆݕূ͕ ޮ཰Խ͢Δ More Hypothesis Testing ച্͕ ૿Ճ͢Δ More Sales ։ൃ౤ࢿ ͕૿Ճ͢Δ 
 More Investment ΧελϚʔ αΫηε 
 Customer Success 

  10. ΧελϚʔαΫηεͷ஄Έं The fl ywheel of Customer Success Ձ஋ͷ͋Δ αʔϏε։ൃ More

    Development ސ٬͕ ੒ޭ͢Δ More Customer 
 Success ར༻ऀ͕ ૿Ճ͢Δ 
 More Users ϑΟʔυόο Ϋ͕૿Ճ͢Δ 
 More Feedback Ծઆݕূ͕ ޮ཰Խ͢Δ More Hypothesis Testing ച্͕ ૿Ճ͢Δ More Sales ։ൃ౤ࢿ ͕૿Ճ͢Δ 
 More Investment 
 αʔϏε ׆༻౓ 
 Health Score 

  11. Ձ஋ͷ͋Δ αʔϏε։ൃ More Development ސ٬͕ ੒ޭ͢Δ More Customer 
 Success

    ར༻ऀ͕ ૿Ճ͢Δ 
 More Users ϑΟʔυόο Ϋ͕૿Ճ͢Δ 
 More Feedback Ծઆݕূ͕ ޮ཰Խ͢Δ More Hypothesis Testing ച্͕ ૿Ճ͢Δ More Sales ։ൃ౤ࢿ ͕૿Ճ͢Δ 
 More Investment 
 αʔϏε ׆༻౓ 
 Health Score 
 Customer 360 ΧελϚʔαΫηεͱCustomer360 Customer Success and Customer360
  12. 
 σʔλ ϕʔε 
 Database ΧελϚʔαΫηεͱCustomer360 Customer Success and Customer360

    ஫จ Orders ࢧ෷ Payment EmailɾChat έʔε Cases ϔϧϓࢀরϩά 
 Help Access Log ΞϓϦར༻ϩά Application Log ଐੑ Attributes 
 ಛ௃ Characteristic ར༻ཤྺ Usage History ύϑΥʔϚϯεϩά Performance Log ౷ܭ৘ใ Demographics औҾ৘ใ Transactions ΍ΓͱΓ Interaction ߦಈ Behavioral 
 αʔϏε ׆༻౓ 
 Health Score Customer 360 Ξϯέʔτ Survey
  13. 
 σʔλ ϕʔε 
 Database Customer360 for SaaS / AppExchange

    ஫จ Orders ࢧ෷ Payment EmailɾChat έʔε Cases ϔϧϓࢀরϩά 
 Help Access Log ΞϓϦར༻ϩά Application Log ଐੑ Attributes 
 ಛ௃ Characteristic ར༻ཤྺ Usage History ύϑΥʔϚϯεϩά Performance Log ౷ܭ৘ใ Demographics औҾ৘ใ Transactions ΍ΓͱΓ Interaction ߦಈ Behavioral 
 αʔϏε ׆༻౓ 
 Health Score Customer 360 Ξϯέʔτ Survey TableauCRM Einstein Marketing Sales Revenue Service Experience AppAnalytics Other System [ࢀর] Partner Intelligence Starter Packͷ͸͡Ί͔ͨ
  14. ·ͱΊ Conclusion

  15. ·ͱΊ 
 Conclusion • ΧελϚʔαΫηε͸ࣄۀઓུ 
 Customer Success is a

    Business Strategy 
 • Customer360͸ΧελϚʔαΫηεΛࢧ͑Δ 
 σʔλϓϥοτϑΥʔϜ 
 Customer360 is a data platform that supports customer success 

  16. ·ͱΊ 
 Conclusion • ΧελϚʔαΫηε͸ࣄۀઓུ 
 Customer Success is a

    Business Strategy 
 • Customer360͸ΧελϚʔαΫηεΛࢧ͑Δ 
 σʔλϓϥοτϑΥʔϜ 
 Customer360 is a data platform that supports customer success 
 • Trailblazer͕Ϗδωεͷத৺ʹͳΔ 
 Trailblazer will be the center of the business 

  17. YouTubeνϟϯωϧʹ͸ͪ͜Β͔Β Th ank you