Management That Uses Customer Success as the Basis for Decisions
First written in FY2018. 13 of 16 entries say "Advanced", first in FY2019-Q1. Latest entry: FY2025.
The whole theme swung hardest in 2024: 2 of 11 companies on the "Worse" side.
12 other companies' latest entry also says "Restated".
- FY2025RestatedAnnual report
「Based on this mission, vision and spirit, our group manages the company using “customer success” as its decision-making standard.」
The policy of using customer success as a management decision-making standard was reaffirmed under the new mission, vision and Spirit. - FY2022AdvancedAnnual report
「In addition, as the churn rate among existing customers remained low through Customer Success activities, contracted licenses reached 382,046, up 18.8% from the end of the previous consolidated fiscal year, and ARR (Note 6) reached ¥2,900 million, up 17.4%. Contracted companies reached 1,644, an increase of 113 companies.」
Against a backdrop of a low churn rate through Customer Success, year-end results expanded for contracted licenses, ARR and contracted companies. - FY2022-Q3AdvancedAnnual report
「Regarding license orders, new and additional orders in the GB and MM segments (Note 5) remained solid. For TeamSpirit EX, a product for enterprise companies, we also won several new business opportunities and began to see traction toward accelerating our strategy to develop the enterprise market. In addition, as the churn rate among existing customers remained low through Customer Success activities, net additions to contracted licenses during the third quarter reached 13,812, bringing cumulative net additions for the fiscal year to 47,285.」
Solid new and additional orders, several new business opportunities won for TeamSpirit EX, a low churn rate and net additions to contracted licenses were disclosed. - FY2022-Q2AdvancedAnnual report
「Regarding license orders, new and additional orders in the GB and MM segments (Note 5) remained solid. In addition, as the churn rate among existing customers remained low through Customer Success activities, net additions to contracted licenses during the second quarter reached 16,420, bringing cumulative net additions since the beginning of the fiscal year to 33,473.」
A low churn rate through Customer Success and solid new and additional orders were disclosed, along with quarterly net additions to contracted licenses. - FY2022-Q1AdvancedAnnual report
「In addition, as the churn rate among existing customers remained low through Customer Success activities, net additions to contracted licenses during the first quarter of the cumulative consolidated period reached 17,053, bringing cumulative contracted licenses to 338,587, up 16.8% year on year. Accordingly, ARR (Note 6) reached ¥2,599 million, up 15.2%. The number of contracted companies increased by 24 during the first quarter of the cumulative consolidated period, bringing the cumulative total to 1,555.」
A low churn rate was maintained through Customer Success, and new record levels were disclosed for contracted licenses, ARR and contracted companies. - FY2021AdvancedAnnual report
「Through Customer Success activities, the churn rate among existing customers remained low, while additional orders from existing customers also remained solid. As a result, contracted licenses reached 321,534, up 15.8% from the end of the previous consolidated fiscal year, and contracted companies reached 1,531, an increase of 122 companies.」
A low churn rate through Customer Success and additional orders from existing customers continued, and expansion in contract scale was disclosed. - FY2021-Q3AdvancedAnnual report
「In this business environment, new orders, particularly from GB/EBU (Note 2) companies, remained solid as we pursued new-customer acquisition activities for our flagship product, TeamSpirit, ERP front-office software. In addition, by supporting customers’ “work-style reforms” through Customer Success activities, the churn rate among existing customers remained low, while additional orders from existing customers also remained strong. As a result, contracted licenses reached 313,822 and contracted companies reached 1,491.」
Solid new orders, a low churn rate and additional orders from existing customers continued, and new record levels of 313,822 contracted licenses and 1,491 contracted companies were disclosed. - FY2021-Q2AdvancedAnnual report
「In this business environment, new orders, particularly from GB/EBU (Note 2) companies, remained solid as we pursued new-customer acquisition activities for our flagship product, TeamSpirit, ERP front-office software. In addition, by supporting customers’ “work-style reforms” through Customer Success activities, the churn rate among existing customers remained low, while additional orders from existing customers also remained strong. As a result, contracted licenses reached 303,533 and contracted companies reached 1,479.」
Support for existing customers through Customer Success, a low churn rate and strong additional orders were confirmed, and new record levels of 303,533 contracted licenses and 1,479 contracted companies were disclosed. - FY2021-Q1AdvancedAnnual report
「By supporting customers’ “work-style reforms” through Customer Success activities, the churn rate among existing customers remained low, while additional orders from existing customers also remained strong. As a result, contracted licenses reached 289,973 and contracted companies reached 1,428.」
Support for existing customers through Customer Success, a low churn rate and strong additional orders were disclosed, indicating new record levels for contracted licenses and contracted companies. - FY2020AdvancedAnnual report
「By supporting customers’ “work-style reforms” through Customer Success activities, the churn rate among existing customers remained low, while additional orders from existing customers also remained strong.」
The annual results disclosed that customer support through Customer Success kept churn among existing customers low and that additional orders remained strong. - FY2020-Q2RestatedAnnual report
「Against this backdrop, under the mission of “Turn everyone into a creator,” our group pursued various initiatives to raise awareness of our group services, acquire new customers and improve retention among existing customers.」
In addition to expanding the customer base, improving retention among existing customers was explicitly identified as an area of activity. - FY2019AdvancedAnnual report
「Based on this mission, vision and core values, we manage the company with “empowerment that creates time for people to work creatively and brings out the power of teams” as our basic policy, and use “customer success” as our decision-making standard.」
Customer Success continued to serve as a management decision-making standard, and additional orders from existing customers and expansion in contract scale through customer support were disclosed for the fiscal year. - FY2019-Q3AdvancedAnnual report
「Through Customer Success activities, a key initiative for the fiscal year, we supported customers’ work-style reforms, which led to strong additional orders from existing customers. The number of contracted TeamSpirit licenses reached 191,054, and the number of contracted companies reached 1,174.」
Support for existing customers through Customer Success and additional orders continued, and increases in contracted licenses and contracted companies were disclosed. - FY2019-Q2AdvancedAnnual report
「Through Customer Success activities, a key initiative for the fiscal year, we supported customers’ work-style reforms, which led to strong additional orders from existing customers. The number of contracted TeamSpirit licenses reached 175,486, and the number of contracted companies reached 1,118.」
Support for existing customers through Customer Success and additional orders continued, with contracted licenses and contracted companies increasing from 161,116 and 1,052, respectively, in the previous quarter. - FY2019-Q1AdvancedAnnual report
「Through Customer Success activities, a key initiative for the fiscal year, we supported customers’ work-style reforms, which led to strong additional orders from existing customers. The number of contracted TeamSpirit licenses reached 161,116, and the number of contracted companies reached 1,052.」
We explained that executing Customer Success as a key initiative led to additional orders from existing customers. - FY2018First statedAnnual report
「Based on this mission, vision and core values, we manage the company with “empowerment that creates time for people to work creatively and brings out the power of teams” as our basic policy, and use “customer success” as our decision-making standard.」
Customer Success was explicitly established as a management decision-making standard.