Corporate customer success case studies

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Here are 10 examples of customer success stories from companies.

Although all companies share the goal of "customer success," which is the basic concept of customer success, there are differences in their thinking, attitudes, and approaches.

Please find some useful information for your company and use it as a reference for putting things into practice.



Customer Success Stories Apple

Before the release of a new product, long lines at the Apple Store are often reported on television.

From the beginning, Steve Jobs realized that it would be difficult to gain fans just by putting products on store shelves and hiring skilled sales staff.

So Jobs carved out a space at the back of hospital mailing address list the store and hired customer success managers (geniuses).

The role of a customer success manager is to help customers maximize the value of their products.

Now, if you bring in a product that is having some kind of trouble, the Genius Bar will not only provide advice on the spot, but will also test the machine and even repair or replace it if necessary.

In other words, our relationship with customers doesn't end when they buy an iPhone or Mac; we provide ongoing support even after the purchase.



SmartHR Customer Success Stories


SmartHR
SmartHR is a labor management cloud system.

Initially, I began by learning what customer success is, and started by providing chat support and offline support.


As the business expanded, we split into two teams: an implementation support team and a chat support team, and are now divided into the following five teams:

Onboarding
Enterprise CSM (thousands of employees)
SMBCSM (up to several hundred employees)
Tech Touch
operation
After repeatedly testing various hypotheses and undergoing organizational changes, SmartHR's continued usage rate reached 99.5%.



Slack Customer Success Stories


Slack
Slack is a messaging app for business.

Slack's approach to customer success is based on the key point: "Whether or not Slack can improve our customers' work."

Customer success plays a central role across the entire Slack company, and the company is notable for adopting a variety of customer success initiatives.


Customer success plays a central role across the entire LACK company, and the company is unique in that it implements a variety of customer success initiatives.

Collect success stories and share them at events
Understand customer situations through data analysis and AI
Active face-to-face meetings with customers to identify gaps between customer expectations and products
Interactive online training (unique to Japan)
Actively provide feedback to the entire company on customer comments and opinions



Slack also has three criteria for evaluating the value it provides to customers:

Adoption
Maturity
Sentiment
In other words, we not only care about customers' ease of use, but also their emotions (sentiments).

It is also helpful to recognize that "comments and feedback from customers should be seen as messages addressed to the entire company."





Key Points for Customer Success
Set the right KPIs
Set appropriate KPIs to clarify customer success activities. Typical KPIs for customer success include cancellation rate and retention rate.

But it is also important to set KPIs by working backwards from the customer's success. For example, if it is something that is frequently used, the frequency of use should be the KPI, and for a business tool, the number of data downloads should be the KPI.



Customers realize that if they do nothing, they will leave
Even if you secure a contract, if you leave it alone, it will go to a competitor.

In order for a company to grow, it is necessary for the company to constantly make efforts to differentiate itself. It is also important to have contact with customers at regular intervals.