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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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Transcript

  1. ΤϯδχΞֶ͕Ϳ


    ɹɹΧελϚʔαΫηε
    migration talks
    Japan Dreamin' 2022


    January 22, 2022


    Akira Kuratani
    Customer Success as Learned by Engineers

    View Slide

  2. Akira Kuratani / ૔୩ জ

    ɹɹɹ@a_kuratani


    ɹɹɹkuratani



    ɹɹɹTeamSpirit Inc.


    ɹɹɹTSF Engineering Team / Director


    ɹɹɹPodcast(migration.fm)


    ɹɹɹYouTube(migration talks)

    View Slide

  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


    View Slide

  4. ΤϯδχΞֶ͕Ϳ


    ɹɹΧελϚʔαΫηε


    Customer Success as Learned by Engineers

    View Slide

  5. “ΧελϚʔαΫηε“ͱ͸


    ͳΜͰ͠ΐ͏͔ʁ

    What is "Customer Success"?

    View Slide

  6. “ΧελϚʔαΫηε“ͱ͸


    ࣄۀઓུͰ͋Δ

    Customer Success is a Business Strategy

    View Slide

  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

    View Slide

  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

    View Slide

  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

    View Slide

  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

    View Slide


  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

    View Slide

  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

    View Slide

  17. YouTubeνϟϯωϧʹ͸ͪ͜Β͔Β
    Th
    ank you

    View Slide