顧客価値に向き合うためのCREのススメ
by
Shingo Yamazaki
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CRE 2024-06-22 Scrum Fest Osaka 2024
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zaki-yama zaki___yama Shingo Yamazaki ● 2021 11 ● 10 Web CRE Customer Reliability Engineer ● Web ● 3
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Learning Outcome l CRE l CRE l
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l l CRE l CRE l CRE l l 頻 l CRE l CRE l CRE l
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6 企業価値を向上する 経営管理クラウド
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l l CS l CS l CS
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CRE
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https://cloudplatform-jp.googleblog.com/2016/10/google-cre.html
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CRE = Customer Reliability Engineer(ing) l Google l SRE CRE l CRE
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CRE = Customer Reliability Engineer(ing) l Google l Google CRE l Customer s SRE l SaaS CRE
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CRE
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CRE l l CRE l CS l l CS りり
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l l l CS
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CRE
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2022/2 2023/1 2024/1 CRE始動 ミッション・責務の 言語化 プロダクト開発との兼務の難しさ 小さく成功体験を積むトライ 施策が単発的 CSとも目線が揃 っていない ロードマップ策定 モチベーション データ分析系のチャレンジ
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CRE l CRE l CRE l 2 CRE
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CRE
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l l CS
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l l
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😫 l l l CS l CS OKR っ っ
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l 2 1. CS 2.
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1. CS l CRE l MTG 1on1 l l CS l CS 1on1
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l 1on1 l l l CS
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2. CS
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1
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1 元々やっていた データ分析系のテーマ
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1 …よりも優先して カスタマーサポート体制の 立ち上げが急務
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l 1 l CRE l l CS
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l CRE l l l l l l
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l l l
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l l l
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CRE
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CRE CRE
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CRE CRE
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etc.
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400 : 80 / 100 etc.
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CRE l l l
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CRE
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CRE 1. 2. CS
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1. l l l l
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2. l l CRE l
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CRE
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CRE l l l l l CS l
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● CRE ● ● CS ● CRE
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