カスタマーサクセスを促進させる対内志向: －非SaaS大企業の探索的事例研究－

辻井, 潤一

doi:10.51094/jxiv.1344

##article.authors##

辻井, 潤一横浜国立大学大学院国際社会科学府経営学専攻

DOI:

https://doi.org/10.51094/jxiv.1344

キーワード:

カスタマーサクセス、部門間連携、組織文化、対内志向、事例研究

抄録

本研究は、SaaS企業を中心に発展してきたカスタマーサクセスの概念が、どのように全社的に促進されうるかを明らかにすることを目的とし、国内の非SaaS大企業4社を対象として探索的事例研究をおこなった。定性分析の結果、部門間連携、共通基盤の整備、組織文化の醸成という3つの促進要因を抽出した。さらに、それらに共通する視点として、カスタマーサクセス推進部門の「対内志向」の重要性を提示した。本研究は、数少ない国内のカスタマーサクセスの学術研究の端緒を開くとともに、対内志向の重要性を示すことで、カスタマーサクセスという概念にとどまらず、企業がDXや組織変革を推進する際の実務的指針を提供している。

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カスタマーサクセスを促進させる対内志向

－非SaaS大企業の探索的事例研究－