Utilizing videos for customer success, we analyzed usage rates and viewing conditions. We visualized the sense of distance between users

Sansan has been running an initiative called “Customer Success” since 2012. For a company that operates on a subscription model, the importance of acquiring new contracts and maintaining existing contracts remains the same. Currently, around 40 staff work in the independent Customer Success Department, and they are developing support for promoting usage to existing users on a daily basis.

Mr. Yasumasa Ogawa, General Manager of the Customer Success Department of the Sansan Division, says, “In the subscription model, business continues to grow by keeping the cancellation rate down. But that’s not all. If customers are satisfied, word of mouth will spread the business. Our department is in charge of promoting use in order to support ‘customer success’.”

The Customer Success Department focuses on educational activities to introduce users to ways of using Sansan and new functions. To do this, it is important to enrich the content.

Naotaka Yamada, Digital Customer …