Digitalization of Customer Success
First written in FY2022. 3 of 11 entries say "Restated". Latest entry: FY2026.
No other company in this theme has enough history to compare yet.
- FY2026AdvancedAnnual report
「Customer Success previously centered on dispatch services in which personnel were stationed at customer sites. The company is now transitioning to a flexible service delivery model that is not tied to a specific location, including “Remote Service” and “Hybrid Service.” In line with this transition, it is establishing and operating a fluid career rotation system that makes use of employees’ experience and skills, thereby promoting the elimination of person-dependent processes and the standardization of operations, while seeking to achieve both stable service delivery and profitability.」
The policy is taking shape of combining a shift to Remote and Hybrid models with career rotations, operational standardization, and DevOps and test automation through Copado. - 2026-05-14AdvancedEarnings presentation
「Our role is expanding beyond conventional maintenance and operations to include AI and data utilization, operational improvement and support for in-house development.」
The company explained that the role of customer success had expanded from maintenance and operations to AI and data utilization, operational improvement and support for in-house development. - FY2025-H1Reorganization of Customer Success and other functions into AI&Data InnovationAnnual report
「Services previously classified as part of Salesforce Consulting and as Anaplan Consulting have been reorganized under the consulting service category “Consulting,” while the remaining Salesforce Consulting services, Customer Success and Education have been reorganized under the consulting service category “AI&Data Innovation.”」
Customer Success and Education have been reorganized as “AI&Data Innovation” within consulting services rather than being treated as independent services. - FY2024Lower revenue and efficiency gains through AI adoptionAnnual report
「Although Customer Success revenue declined, the company achieved efficiency gains by digitizing its expertise using ChatGPT technology. It is also establishing a system for providing higher-quality services through collaboration between people and AI, while implementing strategic career rotations from Customer Success to consulting services and creating opportunities for consultants to acquire a broad range of service skills. As a result, revenue per employee improved.」
It explains that Customer Success revenue decreased 6.4% year on year, but revenue per employee improved through the digitization of expertise using ChatGPT technology, AI adoption and career rotations into consulting. - FY2024-Q3Declining trend in Customer Success revenueAnnual report
「However, as part of a strategic internal organizational change, some Customer Success personnel were transferred to Salesforce Consulting with a view to employees' career paths. As a result, Customer Success revenue is on a declining trend.」
It explains that the transfer of Customer Success personnel to Salesforce Consulting was the cause of the declining trend in Customer Success revenue. - FY2024-Q1Personnel transfers resulting from organizational changesAnnual report
「However, as part of a strategic internal organizational change, some Customer Success personnel were transferred to Salesforce Consulting with a view to their career paths. As a result, Customer Success revenue has declined.」
It states that Customer Success revenue declined as a result of transferring some Customer Success personnel to Salesforce Consulting. - FY2023AdvancedAnnual report
「Platform services increased 15.2% year on year. Customer Success increased 15.4% and DX increased 41.9%, while Education decreased 2.0%. Within Customer Success, Onsite Service remained solid, while Hybrid Service steadily improved its performance.」
It states that Customer Success increased 15.4% year on year and that Hybrid Service steadily improved its performance. - FY2023-Q3RestatedAnnual report
「The Company’s core businesses, Salesforce Consulting, Anaplan Consulting, and Customer Success, have remained steady, as in the previous year, supported by their ability to serve customers remotely.」
The explanation that support for remote work is a strength of the core service continues. - FY2023-Q2RestatedAnnual report
「The Company’s core businesses, Salesforce Consulting, Anaplan Consulting, and Customer Success, have remained steady, as in the previous year, supported by their ability to serve customers remotely.」
The explanation that support for remote work is a strength of the core service continues. - FY2023-Q1RestatedAnnual report
「The Company’s core businesses, Salesforce Consulting, Anaplan Consulting, and Customer Success, have remained steady, as in the previous year, supported by their ability to serve customers remotely.」
The existing service delivery model, with remote work as a strength, has again been cited as a factor supporting the steady performance of the core services. - FY2022First statedAnnual report
「In the customer success area, which had traditionally been based primarily on staffing-type services, the development of Circlace® has enabled the Company to offer new forms of service, namely “Remote Service” and “Hybrid Service.” By providing services that do not depend on headcount, the Company aims to capture customer needs and improve revenue and profit margins.」
The Company aims to expand from staffing-centered services to Remote and Hybrid models using Circlace, providing services that do not depend on headcount.