This document discusses customer success and customer 360. It defines customer success as a business strategy that aims to increase customer retention and growth through a flywheel effect. Customer 360 is described as a data platform that supports customer success by providing a centralized database of customer information from various sources like orders, payments, support interactions, and app usage. It is concluded that customer success is an important business strategy, customer 360 helps enable customer success through consolidated customer data, and trailblazers will play a central role in driving business results.

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
ɾΤϯδχΞ͔Β‫ͨݟ‬ΧελϚʔαΫηε
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
Ծઆ‫͕ূݕ‬
ޮ཰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
Ծઆ‫͕ূݕ‬
ޮ཰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
Ծઆ‫͕ূݕ‬
ޮ཰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
Ծઆ‫͕ূݕ‬
ޮ཰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
Ծઆ‫͕ূݕ‬
ޮ཰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