Customer Churn Due to Ease of Cancellation
First written in FY2021. 5 of 13 entries say "Restated". Latest entry: 2026-09-11.
CINC Corp. moved to the "Worse" side of this theme in 2025, the same year as the typical company in this theme.
5 other companies' latest entry also says "Worsened".
- FY2025RestatedAnnual report
「As the service is provided on a SaaS basis, cancellation itself is easy.」
Reconfirmed the risk of easy cancellation associated with SaaS-based service delivery and the response through gathering customer feedback and improving the product. - FY2025-H1WorsenedAnnual report
「The number of cancellations increased due to a reduction in staffing on the customer success team.」
Regarding the risk of customer attrition in the SaaS-based service, the disclosure stated that the number of cancellations actually increased as a result of reduced customer success staffing. - FY2024-Q1MitigatedAnnual report
「In addition, as the company has established a sufficient support and customer success structure, it expects the number of cancellations to decrease going forward.」
The company established a support and customer success structure and described measures being taken in anticipation of fewer cancellations. However, the decrease was presented as a future expectation. - FY2023RestatedAnnual report
「As the service is provided on a SaaS basis, cancellation itself is easy.」
Reconfirmed the risk of easy cancellation associated with SaaS-based service delivery and the response through gathering customer feedback and improving the product. - 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.」
The disclosure stated that the increase in the churn rate due to insufficient support quality was continuing. - FY2023-Q1WorsenedAnnual report
「The churn rate increased because cancellations occurred when clients seeking short-term results found that SNS marketing using "Keywordmap for SNS" did not meet their needs, as it takes time to produce results.」
In addition to insufficient support quality, cancellations occurred because the time required to produce results did not match customers' need for short-term results, causing the churn rate to increase. - FY2022RestatedAnnual report
「Cancellation itself is easy.」
Restated the risk of easy cancellation associated with SaaS-based service delivery and listed gathering customer feedback and improving the product as mitigation measures. - FY2022-Q3MitigatedAnnual report
「The churn rate began to decline as measures to expand staffing and improve operational efficiency proved effective.」
The disclosure stated that the churn rate, which had increased through the previous quarter, began to decline as a result of expanding the customer success structure and improving operational efficiency. - FY2022-Q2RestatedAnnual report
「The churn rate increased because the company was unable to provide a sufficient level of support and customer success services.」
Restated the situation in which the risk of SaaS contract cancellations materialized through insufficient customer support quality. - FY2022-Q1MaterialisedAnnual report
「The churn rate increased because the company was unable to provide a sufficient level of support and customer success services.」
The disclosure stated that the risk of customer cancellations had materialized, with the churn rate increasing due to insufficient support quality. - FY2021First statedAnnual report
「As the service is provided on a SaaS basis, cancellation itself is easy.」
Listed ongoing responses to customer needs and product improvements as mitigation measures.