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

Akira Kuratani / ૔୩ জ 
 ɹɹɹ@a_kuratani ɹɹɹkuratani 
 ɹɹɹTeamSpirit Inc. ɹɹɹTSF Engineering Team / Director ɹɹɹPodcast(migration.fm) ɹɹɹYouTube(migration talks)

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

ΤϯδχΞֶ͕Ϳ ɹɹΧελϚʔαΫηε Customer Success as Learned by Engineers

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

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

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

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

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 


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 


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


 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


 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

·ͱΊ Conclusion

·ͱΊ 
 Conclusion • ΧελϚʔαΫηε͸ࣄۀઓུ 
 Customer Success is a Business Strategy 
 • Customer360͸ΧελϚʔαΫηεΛࢧ͑Δ 
 σʔλϓϥοτϑΥʔϜ 
 Customer360 is a data platform that supports customer success 


·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 


YouTubeνϟϯωϧʹ͸ͪ͜Β͔Β Th ank you