[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
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