Reducing churn and driving upselling through customer success
First written in FY2021. 5 of 15 entries say "Worsened", first in FY2022-Q1. Latest entry: 2026-09-11.
The whole theme swung hardest in 2025: 1 of 10 companies on the "Worse" side.
0 other companies' latest entry also says "Worsened".
- FY2025MitigatedAnnual report
「In the customer success team, churn cases increased because of the decline in staffing, but the situation is improving through the use of external personnel and the hiring and development of new employees.」
Although churn increased as a result of the decline in staffing, the trend improved through the use of external personnel and the hiring and development of new employees. - FY2025-H1WorsenedAnnual report
「In the Customer Success team, the number of cancellations increased due to a decline in staffing. To address the resource shortage, we are working with the expert sourcing service and increasing our use of external partners.」
Churn cases increased as customer success staffing declined. To address the resource shortage, the company described collaboration with an expert sourcing service and increased use of external partners. - FY2024-Q2RestatedAnnual report
「For the customer success team, upselling increased as the major November 2023 renewal improved user convenience. In addition, having established a sufficient support and success service structure, we expect churn cases to decrease going forward.」
Reconfirmed the increase in upselling following the renewal and the expected decrease in churn cases following the establishment of a support and success service structure. - FY2024-Q1AdvancedAnnual report
「For the customer success team, upselling increased as the major November 2023 renewal improved user convenience. In addition, having established a sufficient support and success service structure, we expect churn cases to decrease going forward.」
The renewal of Keywordmap increased upselling, and the establishment of a support and success service structure brought the business to the stage where a decline in churn cases is expected. - FY2023RestatedAnnual report
「In the customer success team, employee development was also not progressing as planned, and the churn rate increased because the team was unable to provide sufficient support and success service quality.」
Reconfirmed the rise in the churn rate caused by delays in developing customer success personnel and insufficient support quality. - FY2023-Q3RestatedAnnual report
「In the customer success team, employee development was also not progressing as planned, and the churn rate increased because the team was unable to provide sufficient support and success service quality.」
Reconfirmed the rise in the churn rate caused by delays in developing customer success personnel and insufficient support quality, as indicated since the previous quarter. - FY2023-Q1WorsenedAnnual report
「In the customer success team, employee development was also not progressing as planned, and the churn rate increased because the team was unable to provide sufficient support and success service quality.」
The description changed from the prior fiscal year’s statement that the churn rate had begun to decline through staffing expansion and improved operational efficiency to a statement that the churn rate had risen again because the development of customer success personnel was delayed and support quality was insufficient. - FY2022RestatedAnnual report
「Meanwhile, the churn rate had risen since September 2021 because the number of accounts handled per customer success team member increased, resulting in insufficient support and success service quality. However, staffing expansion and operational efficiency initiatives proved effective, and the churn rate began to decline from May 2022.」
Recorded the factors behind the rise in the churn rate and the subsequent decline from May 2022 following staffing expansion and improved operational efficiency as part of the fiscal-year results. - FY2022-Q3MitigatedAnnual report
「Meanwhile, the churn rate had risen because the number of accounts handled per customer success team member increased, resulting in insufficient support and success service quality. However, staffing expansion and operational efficiency initiatives proved effective, and the churn rate began to decline.」
Reported that the churn rate rose because of the increase in accounts handled and insufficient support quality, then began to decline as a result of staffing expansion and improved operational efficiency. - FY2022-Q2RestatedAnnual report
「Meanwhile, the churn rate increased because the number of accounts handled per customer success team member rose with the increase in contracted accounts, making it impossible to provide sufficient support and success services. We also strengthened the customer success team structure to reduce churn cases.」
Reiterated the rise in the churn rate caused by the increase in accounts handled as contracts grew and insufficient support quality, as well as the strengthening of the customer success structure. - FY2022-Q1WorsenedAnnual report
「Meanwhile, the churn rate increased because the number of accounts handled per customer success team member rose with the increase in contracted accounts, making it impossible to provide sufficient support and success services. We also strengthened the customer success team structure to reduce churn cases.」
Recorded that the number of accounts handled increased as contracts grew, causing the churn rate to rise because support quality was insufficient, while efforts were also initiated to strengthen the customer success structure. - FY2021First statedAnnual report
「As the customer success team expanded and knowledge-sharing on product utilization progressed, churn cases decreased and upselling increased.」
Recorded the results of improved customer retention and higher average spend through increased staffing and knowledge-sharing.