Reducing C-mo churn and strengthening customer support
First written in FY2021. 3 of 6 entries say "Advanced", first in FY2022. Latest entry: FY2026-H1.
The whole theme swung hardest in 2021: 1 of 7 companies on the "Worse" side.
2 other companies' latest entry also says "Advanced".
- FY2026-H1AdvancedAnnual report
「During the interim consolidated accounting period, we focused on improving convenience for existing customers and driving upselling by implementing AIO functionality in response to changes in the search market and upgrading C-mo.」
As measures related to customer satisfaction and continued use, the company implemented AIO functions and upgraded C-mo, focusing on improving convenience for existing customers and driving upselling. - FY2025RestatedAnnual report
「To improve client satisfaction with C-mo, the company is strengthening its customer success structure in addition to implementing regular system updates.」
The company has continued system updates, the provision of trend information, initiative proposals, and customer support by telephone and web meetings. - FY2024AdvancedAnnual report
「C-mo churn rate 2.6 1.9 2.4 2.3」
C-mo churn declined from 2.4% in the fiscal year ended September 2023 to 2.3% in the fiscal year ended September 2024. The company continued to provide support through regular updates, customer success training and recruitment, telephone calls and web meetings, report distribution and initiative proposals. - FY2023Increase in churn (non-recurring factor)Annual report
「Churn increased in the fiscal year ended September 2023 because a major company that used only some of C-mo's functions terminated its contract. Excluding this one-off factor, churn was 2.0%, remaining flat from September 2022.」
While customer success continued to provide inquiry support, send reports, propose initiatives and offer proactive support by telephone and web meetings, churn increased from 1.9% to 2.4% following the cancellation by one company. Churn excluding the non-recurring factor was 2.0%. - FY2022AdvancedAnnual report
「Because improving customer satisfaction is essential to increasing the number of stores subscribing to C-mo, the company has also positioned C-mo's churn rate as a key metric.」
The company provided support through customer success training and recruitment, telephone calls and web meetings, trend reports, initiative proposals and webinars. Churn declined from 2.6% in the fiscal year ended September 2021 to 1.9% in the fiscal year ended September 2022. - FY2021First statedAnnual report
「We are establishing a support structure to improve satisfaction among existing clients. Support includes responding to inquiries about normal system operations, sending reports on industry trends relevant to clients, proposing initiatives using C-mo's functions, and following up with clients by telephone and other means to check whether they have any concerns. Through these measures, we are working to reduce churn.」
C-mo churn is a key metric. The company provides inquiry support, reports, initiative proposals and proactive follow-up. For the fiscal year ended September 2021, churn was 1.1% in Beauty and 3.5% in Gourmet.