Shift from Customer Support to Customer Success
First written in FY2020. 10 of 12 entries say "Advanced", first in FY2021. Latest entry: FY2026.
The whole theme swung hardest in 2025: 1 of 10 companies on the "Worse" side.
1 other company's latest entry also says "Other".
- FY2026Additional policy to introduce an AI chatbotAnnual report
「Going forward, in addition to enhancing operation manuals and instructional videos, we will introduce AI-based chatbots and other tools to build an efficient and sustainable customer support structure while maintaining service quality.」
As a measure to improve the efficiency of support operations in response to the growing customer base, the company newly disclosed a policy to introduce an AI chatbot, in addition to expanding its existing manuals and videos. - 2026-09-04AdvancedGeneral Meetings of Shareholders
「Going forward, in addition to enhancing operation manuals and instructional videos, we will introduce AI-based chatbots and other tools to build an efficient and sustainable customer support structure while maintaining service quality.」
The Company indicated that it would improve efficiency through the introduction of AI chatbots in addition to existing inquiry responses, meetings and seminars. - FY2024-Q2AdvancedAnnual report
「As part of its customer success activities, the company held the 7th CLOMO User Meeting in December 2023 and shared knowledge useful for managing and using mobile devices, including an introduction to newly launched optional services and use cases for CLOMO MDM and various optional services.」
As a customer success initiative, the company held the 7th CLOMO User Meeting and shared knowledge about new optional services and use cases. - FY2023AdvancedAnnual report
「The company has established a framework capable of promptly resolving customer issues with a customer-focused approach, including an average telephone response rate exceeding 90%. At the same time, the number of inquiries has increased year after year as the customer base of the CLOMO business has steadily expanded. Rather than increasing staffing in proportion to the growth in the customer base, the company views it as a challenge to improve operational efficiency and limit the number of personnel involved in customer success activities to a certain level while maintaining the quality of its existing customer success activities and a high retention rate. To this end, the company is expanding product operation manuals and instructional videos, thereby creating an environment in which customers can more easily resolve questions about product operation themselves, with the aim of improving customer convenience and operational efficiency.」
While establishing a framework with an average telephone response rate exceeding 90%, the company is expanding manuals and instructional videos to address the increase in inquiries and improving the efficiency of customer success activities. - FY2023-Q3AdvancedAnnual report
「The company also held the 6th CLOMO User Meeting online in January 2023, with 160 MDM administrators participating.」
As a customer success initiative, the company held the 6th CLOMO User Meeting online in January 2023, with 160 participants. - FY2023-Q2AdvancedAnnual report
「The company holds the “CLOMO Step-Up Seminar” several times a month, and more than 1,200 MDM administrators in total participated during the 2nd quarter cumulative consolidated period.」
The company held Step-Up Seminars several times a month, with more than 1,200 participants in total during the 2nd quarter cumulative consolidated period. Participation increased from more than 570 participants in total during the previous 1st quarter cumulative period. - FY2023-Q1AdvancedAnnual report
「The company holds the “CLOMO Step-Up Seminar” several times a month, and more than 570 MDM administrators in total participated during the 1st quarter cumulative consolidated period. By maintaining regular contact with many customers and promoting their use of the CLOMO service, the company is working to maintain a high retention rate.」
The company held Step-Up Seminars several times a month, with more than 570 participants in total during the 1st quarter cumulative period. - FY2022AdvancedAnnual report
「As part of its customer success activities, the company conducts regular meetings to strengthen relationships with customers and holds the “CLOMO Step-Up Seminar” several times a month, where participants can learn everything from the basic use of CLOMO MDM to more effective ways to use it. More than 700 MDM administrators in total participated during the 6-month period from January through June 2022.」
In addition to regular meetings, the company held Step-Up Seminars several times a month, with more than 700 participants in total during the 6-month period. - FY2022-Q3AdvancedAnnual report
「As part of its customer success activities, the company conducts regular meetings to strengthen relationships with customers and holds the “CLOMO Step-Up Seminar” several times a month, where participants can learn everything from the basic use of CLOMO MDM to more effective ways to use it, in an effort to maintain a high retention rate.」
In addition to regular meetings, the company holds Step-Up Seminars several times a month to promote customer use of the service and maintain a high retention rate. - FY2022-Q2AdvancedAnnual report
「As part of our customer success activities, in addition to holding consultations to strengthen relationships with customers, we held the fifth CLOMO User Meeting remotely to introduce new CLOMO features and examples of use by other users. Information systems personnel were the primary participants.」
In addition to meetings with customers, the company held the 5th user meeting and is advancing customer success activities by sharing use cases and new functionality. - FY2021AdvancedAnnual report
「The company is moving beyond its previous problem-solving-oriented “customer support” and focusing on activities aimed at achieving “customer success,” enabling end users to achieve the objectives and outcomes they seek through its services.」
The company explicitly stated that it is focusing on activities that involve monitoring usage and recommending ways to use the service through regular meetings, leading to continued use, additional licenses and purchases of related products. - FY2020First statedAnnual report
「The company recognizes as a future challenge the shift from its previous problem-solving-oriented “customer support” to activities aimed at achieving “customer success,” with the goal of enabling end users to achieve successful outcomes.」
The company’s policy is to prevent churn, increase ARPU and improve LTV by monitoring usage and recommending ways to use the service.