Announced details
Customer-centric management, CRM, customer experience (CX) improvement, customer touchpoint design
A survey was conducted among approximately 200,000 customers. The abandonment rate within the guidance process improved from 50% to 23%, response delays remained at 0, and satisfaction was 97%.
CX survey of approximately 200,000 customers
The award recipient and the organising body have an award-related relationship. Other capital, personnel and business relationships are not disclosed.
The representative director and chair is Fujieda Junkyo (藤枝 純教). The organisation recognises companies and organisations that practise CRM and achieve results, while developing model cases for promoting CRM and training personnel.
2026 CRM Best Practice Award
General Incorporated Association CRM Council
In this announcement the company addresses none of Contract Value / Offering price / Impact on Business Performance.
CRM協議会 (organiser)
| Item | Details |
|---|---|
| Names of Products / Services Covered | Survey-Based Customer Touchpoint Improvement Model |
| Counterparty | General Incorporated Association CRM Council |
| Counterparty overview | The representative director and chair is Fujieda Junkyo (藤枝 純教). The organisation recognises companies and organisations that practise CRM and achieve results, while developing model cases for promoting CRM and training personnel. |
| Relationship with the Company | The award recipient and the organising body have an award-related relationship. Other capital, personnel and business relationships are not disclosed. |
| Applicable area | Customer-centric management, CRM, customer experience (CX) improvement, customer touchpoint design |
| Award/certification name | 2026 CRM Best Practice Award |
| Awarding / certifying body | General Incorporated Association CRM Council |
| Quantitative Effects | A survey was conducted among approximately 200,000 customers. The abandonment rate within the guidance process improved from 50% to 23%, response delays remained at 0, and satisfaction was 97%. |
| Usage history | CX survey of approximately 200,000 customers |
| Source | CRM協議会 (organiser) |
Items this document does not state (8)
These are items the company does not state in this document. We do not leave them blank, nor fill them in from other sources or by inference.
The reasons the company gives
The company's own explanation, not something inferred from the numbers.The company launched a cross-functional CX improvement project, identified issues at customer touchpoints through surveys of approximately 200,000 customers, and improved its telephone, email and LINE contact channels while responding to customers with low scores. These efforts produced improvements in metrics including the abandonment rate within the guidance process and customer satisfaction.