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急成長する SmartHR を支えるカスタマーサクセスの組織変遷

Masaomi TAKAHASHI
September 12, 2019

急成長する SmartHR を支えるカスタマーサクセスの組織変遷

Masaomi TAKAHASHI

September 12, 2019
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  1. #markezinedayɹ#12A1 ߴڮ ণਉʢ͔ͨ͸͠ ·͓͞Έʣ VP of ΧελϚʔαΫηε / ࣥߦ໾һ 2005೥:

    2009೥: 2016೥: ΨϥέʔެࣜαΠτӡӦɾӡ༻ (ג) MDύʔτφʔζ ͷ্ཱͪ͛ ʹࢀը͠։ൃσΟϨΫλʔΛ୲ ౰ɻ SmartHRʹೖࣾ Web σΟϨΫλʔͱͯ͠ͷ ΩϟϦΞ͕௕͍
  2. #markezinedayɹ#12A1 !8 ਓࣄ΋ैۀһ΋ ϥ Ϋ ϥ Ϋ ೖࣾ৘ใఏग़ґཔ Step.1 εϚϗ•PCͰೖྗ

    ೖࣾ•໾ॴ•खଓ͖&؅ཧ•อ؅ ॻྨ४උ ҹ࡮ɾίϐʔ ൃૹख഑ هೖ ɾ ೀҹ ɾ ඞཁ෺४උ ༌ૹ डྖ σʔλೖྗ ؅ཧɾอ؅ ݿ಺อ؅ ඞཁॻྨ࡞੒ ໾ॴखଓ͖ ໰߹ͤରԠ ※ ͝Ճೖอݥ૊߹΍ඞཁऔಘ৘ใʹΑΓεςοϓ͸มΘΓ·͢ Step.2 Step.3 Step.4 Step.5 Step.6 Step.7 Step.8 Step.9 Step.10 Step.11 Step.12 Step.1 Step.2 Step.3 ͳ Β
  3. #markezinedayɹ#12A1 ಋೖاۀ਺        

                                                                                                                 ࣾҎ্͕ར༻த  ೥݄຤ ຖ݄  ࣾҎ্͕ಋೖ
  4. #markezinedayɹ#12A1 The Strategic Shift in Revenue for SaaS Startups as

    They Scale https://tomtunguz.com/renewals_percent_rev/
  5. #markezinedayɹ#12A1        ೥ ݄

    ೥ ݄ ೥ ݄ ೥ ݄ ೥ ݄ ೥ ݄ ೥ ݄ ೥ ݄ ೥ ݄ ೥ ݄ ΧελϚʔαΫηε૊৫ͷਓ਺ਪҠ
  6. #markezinedayɹ#12A1 τϐοΫαϙʔτத৺࣌୅ αʔϏεվળͷώϯτΛಘΔͨΊ ʹɺղ໿͕ىͬͨ͜ࡍʹ͸ͦͷཧ༝ ΛώΞϦϯά͢Δ͜ͱ΋େ੾ʹͯ͠ ͍·ͨ͠ɻࣾһ਺͕·໊ͩͷ͜ Ζɺղ໿ͨ͠Ϣʔβʔ͞Μͷ΋ͱ΁ ࣾ௕ɺϓϩμΫτϚωʔδϟʔɺ$4 νʔϜͷϦʔμʔͷ໊Ͱग़޲͍ͨ ͜ͱ΋͋Δ΄ͲͰ͢ɻ

    ͦͯ͠ɺ͜ͷʮղ໿ཧ༝ʯΛαʔϏ εʹૉૣ͘ϑΟʔυόοΫ͢ΔͨΊ ʹɺ͋͑ͯϓϥϯΛ੍ֹ݄ʹ͠·͠ ͨɻ l ʮղ໿ཧ༝ʯ͔ΒαʔϏεվળʂ2೥Ͱ7,500ࣾҎ্͕ಋೖͨ͠SmartHRͷKPIͱ͸ʁ | SELECK [ηϨοΫ]
  7. #markezinedayɹ#12A1 w ͖ͪΜͱಠΓཱͪͯ͠΋ Β͏ w ޮ཰ԽΛ໨ࢦ͢ w ܭଌͰ͖ΔΑ͏ʹ͢Δ w ઃఆ୅ߦ͸΍Βͳ͍

    w ʢ·ͩʣ਺ઍ໊ن໛ͷސ ٬ʹରͯ͠ͷΦϯϘʔ σΟϯάύοέʔδϯά Խ ΍Δ͜ͱ ΍Βͳ͍͜ͱ
  8. #markezinedayɹ#12A1 ΩοΫΦϑ τϨʔχϯά ঢ়گ֬ೝ Ϋϩʔδϯά w .5(࣮ࢪ w ސ٬՝୊Λ֬ೝ w

    ΦϯϘʔσΟϯ άΰʔϧΛ͢Γ ߹ΘͤΔ w ӡ༻։࢝·Ͱͷ εέδϡʔϧΛ ௐ੔͢Δ w ͓໰߹ͤํ๏ͷ આ໌ w Ձ஋Λײ͡Δػ ೳΛಈըͰઆ໌ w ސ٬؀ڥͰ֤ઃ ఆʹ͍ͭͯৄࡉ ʹઆ໌ w ैۀһ৘ใͷऔ ΓࠐΈํ๏ΛϨ Ϋνϟʔ w ࣭ٙԠ౴ܗࣜͰ ӡ༻໘ͷٙ໰఺ Λղফ w εέδϡʔϧ௨ Γʹਐḿ͍ͯ͠ Δ͔֬ೝ w ઃఆঢ়گɾར༻ ঢ়گΛ௥͏ w εέδϡʔϧ஗ Ԇ͕ݟΒΕΔ৔ ߹͸ঢ়گ֬ೝΛ ߦ͏ w ӡ༻։࢝ϲ݄ޙ ʹ.5(Λ࣮ࢪ w ӡ༻ঢ়گΛώΞ Ϧϯά w ࠓޙվળ͍ͯ͠ ͖͍ͨ಺༰ͳͲ Λ֬ೝ w ࠓޙͷ։ൃͰղ ܾͦ͠͏ͳ՝୊ Λ֬ೝ w ࣍ʹͭͳ͛Δ ΦϯϘʔσΟϯάϑϩʔ
  9. #markezinedayɹ#12A1 ૊৫՝୊͔ΒΈΔ CS: ηʔϧενʔϜͱͷऔΓ૊Έ w ৽ن֫ಘʼܧଓ΁ͷҙࣝ w ͦͷ݁ՌɺαʔϏεʹϚον͠ͳ͍ސ٬Λ֫ಘ͢Δ w ݱ࣮཭Εͨ͠ػೳར༻ͷ঺հ

    w ՝୊ʹײ͍ͯ͡ͳ͍ࣄฑΛ՝୊ʹͯ͠͠·͏
 ʢ՝୊ͷԡ͠ചΓʣ w ແཧͳػೳཁ๬Λউखʹ֬ఆ ΦϯϘʔσΟϯάͰͭ·͖ͮ ૣظղ໿ʹܨ͕Δ
  10. #markezinedayɹ#12A1 ૊৫՝୊͔ΒΈΔ$4ϚʔένʔϜͱͷऔΓ૊Έ w Ϧʔυ֫ಘ͕ϝΠϯ w طଘސ٬΁ͷϚʔέςΟϯά΋େࣄ w طଘސ٬Ϧʔυڞʹ௥͏ w ͦͷ݁ՌɺΞοϓηϧɾΫϩεηϧʹܨ͕Δ

    w ಘҙͳίϛϡχέʔγϣϯελΠϧͰ໾ׂΛ෼͚Δ w ϚʔέͰطଘސ٬޲͚ͷ৽ػೳҊ಺΍ηϛφʔҊ಺Λ ϝϧϚΨͱͯ͠Ұ੪ɾಛఆͷސ٬ஂʹ޲͚ͯࠂ஌ w ൓Ԡͷ͋ͬͨϢʔβʔʹ$4͕ޙ೔๚໰
  11. #markezinedayɹ#12A1 ͜ΕΒΛ͏·͘΍Δʹ͸ ,1*Λἧ͑Δࣄ͕େࣄ Ϛʔέ ηʔϧε wطଘސ٬ചΓ্͛Λ,1*ʹ ؚΊΔ
 ˠ/FU3FUFOUJPO3BUF wόΠϥϧϦʔυ
 ˠ$IVSO3BUF

    wόΠϥϧϦʔν
 ˠ/FU3FUFOUJPO3BUF ※ ച্ܧଓ཰ͷ͜ͱɻ
 ࠓ݄֫ಘͨ͠ച্͕དྷ೥ͷࠓࠒʹ͸ͲͷҐʹͳΔͷ͔ɺΛࣔ͢ࢦඪɻ
  12. #markezinedayɹ#12A1 ·ͱΊ • SaaS ͸৴པΛ͔ͭΉ͜ͱ͕େࣄ • ֤ηΫγϣϯͰద੾ͳظ଴஋ίϯτʔϧΛߦ͏ࣄͰ ΧελϚʔαΫηεΛ࣮ݱͰ͖Δ • ϚʔέςΟϯά͔ͩΒɺӦۀ͔ͩΒɺ։ൃ͔ͩΒɺ

    ͱݴͬͯΧελϚʔαΫηεʹؔ܎ͳ͍ͱࢥͬͨΒ μϝ • ΧελϚʔαΫηεɾސ٬ͷ੒ޭ ͸ސ٬͕αʔϏε Λೝ஌͢Δͱ͜Ζ͔Β࢝·͍ͬͯΔ