[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.

Transcript

1. ΤϯδχΞֶ͕Ϳ
   
   
   ɹɹΧελϚʔαΫηε
   migration talks
   Japan Dreamin' 2022
   
   
   January 22, 2022
   
   
   Akira Kuratani
   Customer Success as Learned by Engineers
   

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2. Akira Kuratani / ૔୩ জ
   

   ɹɹɹ@a_kuratani
   
   
   ɹɹɹkuratani
   
   
   

   ɹɹɹTeamSpirit Inc.
   
   
   ɹɹɹTSF Engineering Team / Director
   
   
   ɹɹɹPodcast(migration.fm)
   
   
   ɹɹɹYouTube(migration talks)
   

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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
   
   
   

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4. ΤϯδχΞֶ͕Ϳ
   
   
   ɹɹΧελϚʔαΫηε
   
   
   Customer Success as Learned by Engineers
   

   View Slide

5. “ΧελϚʔαΫηε“ͱ͸
   
   
   ͳΜͰ͠ΐ͏͔ʁ
   

   What is "Customer Success"?
   

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6. “ΧελϚʔαΫηε“ͱ͸
   
   
   ࣄۀઓུͰ͋Δ
   

   Customer Success is a Business Strategy
   

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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
   

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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
   

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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
   

   

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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
    

    

    View Slide

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
    

    View Slide

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
    

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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
    

    View Slide

14. ·ͱΊ
    Conclusion
    

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15. ·ͱΊ
    

    Conclusion
    • ΧελϚʔαΫηε͸ࣄۀઓུ
    

    Customer Success is a Business Strategy
    

    • Customer360͸ΧελϚʔαΫηεΛࢧ͑Δ
    

    σʔλϓϥοτϑΥʔϜ
    

    Customer360 is a data platform that supports customer success
    

    

    View Slide

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
    

    

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17. YouTubeνϟϯωϧʹ͸ͪ͜Β͔Β
    Th
    ank you
    

    View Slide