Our customers' success is our success
"Customer success," which emerged in the early 2000s as a SaaS concept, is once again attracting attention in all fields as XaaS as the times change from things to experiences.
For example, in the field of industrial equipment, from jet engines to ultrasound diagnostic devices, there is a shift towards monthly billing as EaaS, or servitization.
For C, a flat-rate subscription system will be used, while for B, charges will be based on usage based on the number of seats and frequency of use, or on an outcome basis based on business results.
From sales to LTV
In the one-time purchase model, the goal is to sign a contract (sales revenue at the time of sale), but in the XaaS model, the contract is the start, and revenue is generated by long-term use, so LTV (lifetime value) is emphasized.
In this regard, customer success is about preventing churn while contributing to negative churn through upselling and cross-selling.
Private Trainer
Like a private trainer at a gym who accompanies members to help them achieve their goals, the company supports onboarding until clients are able to use the systems and products reliably, ultimately aiming to contribute to the achievement of business goals.
By having customers use your company's XaaS, you can prevent cancellations as long as your business continues (or grows), so customer success tools that constantly monitor usage and detect and notify you of any abnormalities before it is too late (when the customer decides to cancel) are becoming popular.
Aging population and customer touch
A declining working population is a common issue in developed countries, including Japan, and it is becoming difficult to provide thorough one-on-one support to all customers as in the past.
Also, unlike the days of package sales, customization for each customer is fundamentally difficult in the XaaS model.
We will introduce the latest methods and trends to address these challenges.
Report format: PDF (5.6MB)
Original data: PowerPoint, 74 slides, A4 size