Do you have a problem like this?

There are many reasons for this...

What is Customer Success (CSM)?

Our goal is to stay close to our customers through our installed products and help them maximize their ROI and their installed products.

Customer Success vs Customer Support

Customer success

• Helping you reach your goals
• Supporting effective use of products
• long-term support
• Collaborate with sales, support and product teams

Customer Support

• specific problem solving
• Improve customer satisfaction
• Support for individual cases
• Activities by a single organization

Customer success and customer support are often confused. Customer support is passive, focused on specific issues and individual cases, and is a single-organizational activity. Customer Success, on the other hand, is proactive. Basically, after the product is introduced, it is almost always started after introduction support and construction are completed. We understand the customer's current situation and the purpose of use of the introduced product, and provide long-term support while solving problems toward the desired figure.

Need for customer success

Until the introduction of the product, the IT department takes the lead and in many cases proceeds smoothly. In fact, the more users there are, the longer the road from popularization to establishment of use will be, and the more often it will be implemented.

Using Customer Success, which can be done from planning to implementation together, not just the work of the introduction department, is the fastest way to maximize the use of the introduced product. Therefore, support for fixation is a prerequisite for product introduction, and we often see cases where it is described in the RFI of many companies.

Customer Success at Box

Box's customer success is aimed at helping maximize the effects of introducing Box and ROI as a trusted advisor in using Box. Specifically, using various methods such as usage status reviews and use case discussions described in the light blue circles, we divided them into three steps (establishment of usage, further utilization, and improvement of operations), and evaluated the introduction effect and ROI. We will help you maximize it.

Macnica customer success

Purpose

The purpose is to cooperate with Box and partner companies to help companies that have introduced Box to maximize the use of Box in the long term and achieve their introduction goals.

team structure

弊社のBoxチームの体制としては各担当が連携し、情報共有をして販売、サポート、カスタマーサクセスを実施しています。Box社、弊社のパートナー様と連携しながら、お客様のBox導入目的達成のために、どのように課題が解決ができるか、支援ができるかを考え、販売、支援しております。6年連続アワードを受賞するチームの実績を基にカスタマーサクセスを提供させていただきます^※

Implementation flow

After implementing Box, we will start customer success activities. Divided into three terms, we will give advice that suits the customer according to each term and the customer's environment.

Kick Off ~On-Boarding Term~

• Confirmation of purpose of introduction
• Separation from other products
• Diffusion and development, usage establishment planning

• Confirmation of the current situation
• system confirmation
• Discovery of internal use cases

Implementation contents (example) - Adapt ~ Expand Term -

Case Study -Adapt - Expand Term-

"Invitation to the User Conference/Contents Portal 'Macceed'" *Free of charge

Providing short videos explaining functions

Commentary videos are now available on the Youtube channel!