【Gainsight】 Yayoi Co., Ltd. introduces Customer-Led Growth platform “Gainsight” to strengthen customer support system in cloud business
Gainsight Press release: October 3, 2024 Yayoi Co., Ltd. introduces Customer-Led Growth platform “Gainsight” to strengthen customer support system in cloud business Aiming to achieve accurate execution management of actions for each customer as well as standardization of actions
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Customer success platform Gainsight (Japanese corporation: Minato-ku, Tokyo, President and CEO: Yu Kinumura, hereinafter referred to as Gainsight) is Yayoi Co., Ltd. (Headquarters: Chiyoda-ku, Tokyo, Representative Director: Gainsight), which provides accounting software and business solutions for small and medium-sized businesses. We would like to inform you that Kenichiro Muto (hereinafter referred to as Yayoi), President and Chief Executive Officer (CEO), has hired Gainsight. Through this initiative, Yayoi aims to improve customer satisfaction and strengthen customer retention. ■Background and issues leading to recruitment Based on the trust and track record we have cultivated over the years, Yayoi is strengthening the cloud services of each service, centered on the cloud service “Yayoi Next,” so that our customers can more quickly respond to changes in the legal system and business environment. Masu. As we strengthen our cloud business, we need more detailed support than ever in order to reduce the workload of small and medium-sized business owners, accounting firms, and accountants and increase business value. We had to be proactive. However, in order to implement this, the person in charge of support had to check information scattered throughout the company, which was an impediment to efficient support. Additionally, the content and quality of support provided by the customer success team that supports the rapidly expanding cloud business varied greatly, depending on the skill level of each person in charge. At the same time, when implementing customer success, which was a new initiative for the company, there was a lack of knowledge within the company, which was a risk factor for starting up. We decided to adopt Gainsight as a solution that can solve these issues at the same time ■Reason for selection The reason we chose Gainsight was because it is a platform that integrates customer information that was scattered across multiple systems, executes and manages accurate actions for each customer, and even allows for the standardization of actions. The decision was also supported by the fact that by leveraging Gainsight’s global standard customer success business knowledge, we could establish a successful operation in the shortest possible time. ■Future outlook We will launch customer success operations as soon as possible, advance standardization and digitalization, and realize future scale expansion. In addition, by appropriately proposing products and services that will be further expanded in the future, we aim to increase the value of our customers’ business while increasing sales from our own existing customers. ■Comment from Wataru Doi, General Manager of Yayoi Co., Ltd. Sales & Marketing Division In October 2023, Yayoi launched a new brand of cloud services, “Yayoi Next,” with the aim of a future where services are seamlessly connected and management and operations proceed smoothly. In order to strengthen our cloud business in the future, it will be essential to take customer feedback seriously and provide optimal support. With the introduction of Gainsight, we expect to be able to provide precise actions for each customer and leverage Gainsight’s global standard customer success knowledge. In the future, we will work together with Gainsight to realize data-based customer success and accompany our customers. ■Comment from Yu Kinumura, President and CEO of Gainsight Co., Ltd. We are very happy that Yayoi Co., Ltd. has adopted our platform. Gainsight is designed to help companies grow with customer success at the center. By implementing Gainsight, Yayoi hopes to further improve the value it provides to its customers and build strong relationships with them.
About Yayoi Co., Ltd. Yayoi is a company whose vision is to be a “business concierge” that responds to the various issues that arise during the startup and development process of small businesses. We develop, sell, and support the Yayoi series (cloud service/desktop software), which is software that supports back-office operations such as accounting, commercial transactions, and payroll, and business support services, which support business startups and fundraising. I am. Our
representative products and services, the Yayoi Series, have over 3.1 million registered users and are used by many customers. Location: Akihabara UDX 21F, 4-14-1 Sotokanda, Chiyoda-ku, Tokyo Representative: Kenichiro Muto, Representative Director, President Executive Officer, and Chief Executive Officer (CEO) URL:
https://www.yayoi-kk.co.jp About Gainsight Gainsight provides the industry’s leading customer success platform focused on customer success, product experience, and community engagement, enabling people-first operations that put customers at the center of everything we do. Data-rich analytics helps businesses identify at-risk customers, build systematic processes to solve their challenges, and track, analyze, and automate customer outcomes with data-driven engagement. Accelerate business growth by increasing product utilization, reducing churn rates, and expanding product coverage. Many companies use Gainsight, including GE Digital, SAP Concur, and IBM. Click here for more information.
https://www.gainsight.co.jp/
