Promoting continued use by existing customers through the Customer Success Department
First written in FY2021. 4 of 8 entries say "Restated". Latest entry: FY2026.
The whole theme swung hardest in 2025: 1 of 10 companies on the "Worse" side.
8 other companies' latest entry also says "Advanced".
- FY2026AdvancedAnnual report
「Centred on digital channels, we will use digital tools and digital content to respond effectively to growing direct needs and improve the adoption contract rate and continued-use rate by strengthening customer success.」
The customer success initiative is taking concrete form through efforts to improve the adoption contract rate and continued-use rate using digital channels, tools and content, in addition to supporting existing customers' use of the products. - FY2024AdvancedAnnual report
「Centred on digital channels, we will use digital tools and digital content to respond effectively to growing direct needs and improve the adoption contract rate and continued-use rate by strengthening customer success.」
The customer success initiative has taken concrete form, moving from conventional usage support and promotion of continued use to measures that use digital channels, tools and content to improve the adoption contract rate and continued-use rate. - FY2024-Q2RestatedAnnual report
「Going forward, to establish its position as a “management support company,” the group will provide problem-solving services extending beyond business management software and services and contribute to customer success, which supports the development of customers' businesses.」
The company reconfirms its policy of contributing to customer success through problem-solving services. - FY2024-Q1RestatedAnnual report
「Going forward, to establish its position as a “management support company,” the group will provide problem-solving services extending beyond business management software and services and contribute to customer success, which supports the development of customers' businesses.」
The company reconfirms its policy of contributing to customer success through problem-solving services. No specific new initiatives to promote continued use of existing products are described. - FY2023RestatedAnnual report
「We established the Customer Success Department to help customers' businesses run more smoothly and achieve better results, including by providing more effective ways to use our products and enabling automation through integration with products they have not yet adopted. Through customers' successful experiences, we will promote their continued use of our products and discourage migration to products from other companies.」
In response to market saturation and migration to other companies' products, the company reconfirms its policy of providing usage support, enabling automation and promoting continued use through the Customer Success Department. - FY2022RestatedAnnual report
「As noted above, the market for core business applications is saturated, making it difficult to acquire new customers, while cases in which customers consider migrating to another company's system when replacing PCs or when the lease term for a core business system expires are increasing. In April 2021, we established the Customer Success Department to help customers' businesses run more smoothly and achieve better results, including by providing more effective ways to use our products and enabling automation through integration with products they have not yet adopted. Through customers' successful experiences, we will promote their continued use of our products and discourage migration to products from other companies.」
In response to market saturation and migration to other companies' products, the annual report reconfirms the purpose of the Customer Success Department, established in April 2021, and its policy of promoting continued use. - FY2022-Q1ReframedAnnual report
「Accordingly, we refreshed our tagline to "When work changes." We will provide products and services that improve operations in teleworking, work-from-home and staggered-hours environments, and, together with our sales partners, develop services centred on cloud and solution services. We will provide services that contribute to customer success, including improved back-office productivity, and aim to be a company that grows together with its customers.」
In addition to the initiative to promote continued use through the Customer Success Department, the company refreshed its tagline and broadened its messaging to cover operational improvement in teleworking environments, back-office productivity improvement, and corporate value, including cloud and solution services. - FY2021First statedAnnual report
「Through customers' successful experiences, we will promote their continued use of our products and discourage migration to products from other companies.」
In response to market saturation and the increase in migration to other companies' products, the Customer Success Department was established in April 2021, and initiatives were launched to promote continued use through existing customers' successful experiences.