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CS HACK「スケールさせるCSチームの作り方」登壇資料

CS HACK「スケールさせるCSチームの作り方」登壇資料

6/26 に開催された、CS HACK #82 「スケールさせるCSチームの作り方」にBYARDのKotaroさんがゲストスピーカーとして登壇いたしました!
その際にご紹介した資料をこちらで公開しております!ぜひご覧ください!

【イベントページ】https://cshack.connpass.com/event/287094/
【イベント概要】
初期段階のサービス立ち上げではハイタッチな対応が重要となりますが、成長期に入ったサービスではスケールさせるための仕組みが求められます。その過渡期におけるチーム構築とカスタマーサクセスの役割について深く掘り下げるセミナーです。

カスタマーサクセスマネージャー(CSM)の役割は、お客様が製品やサービスを最大限に活用し、ビジネス価値を最大化すること。そのためには、規模拡大に対応するためのフレームワーク作りや、組織体制の再構築など、適切なスケール戦略が求められます。

今回のゲストスピーカーは、株式会社BYARDのカスタマーサクセス部門責任者、鈴木 高太郎氏です。複数のSaaS企業で活 躍された鈴木氏が、いかにスケールするためのCSチームを作り上げるかを過去の失敗や具体的なアンチパターンを参考に共有いただきます。

BYARD Inc,

June 28, 2023
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Transcript

  1. εέʔϧͤ͞Δ
    $4νʔϜͷ࡞Γํ
    .PO$4)"$,!;PPN
    ླ໦ߴଠ࿠
    #:"3%)FBEPG$VTUPNFS4VDDFTT

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  2. ೔ຊͰ͸ΧελϚʔαΫηεͷୈҰੈ୅
    CSΛ͜Αͳ͘Ѫ͠ɺ೔ຊاۀʹCSจԽΛࠜ෇͔ͤͯɺ
    CSʹؔΘΔਓୡશ͕ͯ޾ͤʹͳͬͯ΋Β͍͍ͨɻ
    ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    ࣗݾ঺հ
    େֶଔۀޙɺେखٻਓ޿ࠂձࣾʹϓϨΠϯάϚωʔδϟʔͱͯ͠ೖࣾ͠ɺ
    Ϗδωεͷੈքʹ଍Λ౿ΈೖΕͨɻͦͷޙɺө૾੡࡞ձࣾ΁ͷస৬Λܦ
    ͯɺ๏ਓӦۀ෦ͷ্ཱͪ͛΍ΤϯλʔϓϥΠζΫϥΠΞϯτͷ৽ن։୓Λ
    खֻ͚ΔɻB to B Vertical SaaSͷτϨλͰ͸ɺΧελϚʔαΫηε෦໳Λ
    ্ཱͪ͛ɺSmartHRͷB to B horizontal SaaSͰ͸ɺΤϯλʔϓϥΠζCSM
    ͱͯ͠ैࣄɻߋʹɺ۝भࢧࣾͷCSνʔϜΛ্ཱͪ͛ͨɻ
    ݱࡏ͸ɺSmartHRάϧʔϓձࣾͷBYARDʢόΠΞʔυʣΛ্ཱͪ͛Δϝϯ
    όʔͱͯ͠ɺϏδωεαΠυશൠͷରԠͱCSνʔϜΛ্ཱͪ͛ΔͨΊฃಆ
    ͍ͯ͠Δɻ
    ܦྺ

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  3. ΧελϚʔαΫηεͷΩϟϦΞ

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  4. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    ΧελϚʔαΫηεͷΩϟϦΞ
    2013 Vertical SaaSτϨλͷ্ཱͪ͛ϝϯόʔͱͯ͠δϣΠϯ
    2015 ΦϯϘʔσΟϯά΍Expansionઐ೚ͱͳΔ
    2017 ΧελϚʔαΫηενʔϜ ൃ଍
    2018 ΧελϚʔαΫηενʔϜϚωʔδϟʔʹब೚
    2019 ࣄۀ෦௕ʹब೚
    2020
    SmartHRδϣΠϯ ΤϯϓϥCSM
    2021
    ۝भࢧࣾCSνʔϜ ্ཱͪ͛
    2022
    BYARDδϣΠϯ Head of Customer Success

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  5. ͔ΜͨΜͳࣄۀ঺հ

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  6. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    ձࣾ֓ཁ
    גࣜձࣾBYARD
    ෢಺ढ़հ
    BYARDͷఏڙɾӡӦ
    2021೥5݄0೔
    ˟106−0032
    ౦ژ౎ߓ۠࿡ຊ໦3-2-1
    ॅ༑ෆಈ࢈࿡ຊ໦άϥϯυλϫʔ
    גࣜձࣾSmartHRʢ100%ʣ
    ʦ ໊ࣾ ʧ
    ʦ ୅දऔక໾ ʧ
    ʦ ࣄۀ಺༰ ʧ
    ʦ ઃཱ ʧ
    ʦ ॴࡏ஍ ʧ
    ʦ גओߏ੒ ʧ

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  7. ͷ͝঺հ
    ό Π Ξ ʔ υ
    όοΫΦϑΟεͷͨΊͷۀ຿੔ཧɾվળπʔϧ

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  8. ͕ղܾ͢Δ՝୊ Problems

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  9. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    όοΫΦϑΟε՝୊ͷࠜݯ = ଐਓԽ
    όοΫΦϑΟε๊͕͑Δ՝୊
    ۀ຿ΛҾ͖ܧ͙ͨΊͷෛ୲͕େ͖͍
    ۀ຿ϚχϡΞϧ͕࡞Γͬͺͳ͠Ͱ์ஔ͞Ε͍ͯΔ
    ۀ຿શମͷྲྀΕ΍ਐḿ͕͙͢ʹ෼͔Βͳ͍
    ۀ຿ͷඪ४Խ͕Ͱ͖ͣޮ཰্͕͕Βͳ͍
    ۀ຿ͷଐਓԽʹΑΓى͍ͬͯ͜Δ͜ͱ
    ͧ ͘ ͡ Μ ͔

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  10. ػೳ঺հ Functions

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  11. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    νϟοτπ ʔϧ΍ۀ຿γεςϜ
    ͱͷ࿈ܞʹΑΓɺ ʮBYARDΛى
    ఺ʯʹ༷ʑͳαʔ ϏεΛར༻͠
    ͯۀ຿ΛਐΊΔ͜ͱ͕Ͱ͖·͢ɻ
    ݱঢ়͸slack࿈ܞͷΈͰ͕͢ɺ ଞ
    ͷνϟοτπʔϧ΍Ϋϥ΢υܖ໿
    ॻπʔϧɺ࿑຿γεςϜͳͲͱ࿈
    ܞ༧ఆͰ͢ɻ
    ֎෦αʔϏε࿈ܞ
    ֤Χʔυ্ͰνϟοτػೳΛ࢖ͬ
    ͨࣾ಺֎ؔ܎ऀͱͷ࿈ܞ͕ՄೳͰ
    ͢ɻλεΫʹඥ͔ͮͨͪ͘Ͱ΍Γ
    ͱΓ͕࢒ΔͨΊɺ ίϛϡχέʔ
    γϣϯπ ʔϧΛ෼ࢄͤ͞Δ͜ͱ
    ͳ͘৘ใΛۀ຿஌ݟͱͯ͠஝ੵ͢
    Δ͜ͱ΋ՄೳͰ͢ɻ
    ίϛϡχέʔγϣϯ
    ࡞੒ͨ͠Χʔυʹඥ͚֤ͮͯλε
    Ϋʹ͓͍࣮ͯࢪ͢ΔToDo΍ظݶ
    ͳͲΛઃఆͰ͖·͢ɻ ֤ToDoʹ
    ͸ϝϞΛ࢒ͤΔͷͰɺ ToDo࣮ߦ
    ͷࡍʹରԠͨ͠ཤྺ΍ϦϯΫͳͲ
    ΋࢒ͤ·͢ɻ
    λεΫʗToDo؅ཧ
    ෇ᝦΛషΔΑ͏ʹΧʔυΛ഑ஔ͠
    ͯઢͰܨ͛Δ͚ͩͰ୭Ͱ΋؆୯ʹ
    ۀ຿ϓϩηεΛ࡞੒Ͱ͖·͢ɻ
    ͍ͭͰ΋Ͳ͜Ͱ΋ɺ ಉ࣌ฤूɾ
    ࣗಈอଘͳͷͰɺ ෳ਺ਓͰϛʔ
    ςΟϯάΛߦ͍ͳ͕ΒͰ΋࡞੒Մ
    ೳͰ͢ɻ
    ۀ຿ϓϩηεߏங
    BYARDͷओཁͳػೳ
    ػೳ঺հ
    ՄࢹԽ
    ՄࢹԽ
    ୲౰ऀ΍ڞ༗ऀͱͯ͠ઃఆ͞Εͯ
    ͍ΔҊ݅ΛϨϙʔτ্ͰҰཡදࣔ
    Ͱ͖·͢ɻ ֤Ҋ݅ͷਐḿ֬ೝ
    ΍ɺࣗ਎๊͕͍͑ͯΔλεΫΛҰ
    ໨Ͱ֬ೝͰ͖ɺ Ҋ݅؅ཧ΍ൈ͚
    ࿙Εͷͳ͍λεΫॲཧΛ࣮ݱͰ͖
    ·͢ɻ ߜΓࠐΈݕࡧ΋Մೳɻ
    Ϩϙʔτ
    ؅ ཧ
    ؅ ཧ ڠ ۀ
    ڠ ۀ
    Ҋ݅ΛਐΊΔͳ͔Ͱؾ͍ͮͨ఺΍
    վળ͍ͨ͠ϙΠϯτΛ͍ͭͰ΋ଈ
    ࠲ʹฤूͰ͖ɺ ͦΕΛ࠷৽ͷς
    ϯϓϨʔτͱͯ͠อଘͰ͖·͢ɻ
    Ҋ݅Λਐߦ͠ͳ͕Βۀ຿ϓϩηε
    ͷվળ͕Ͱ͖ΔͨΊɺ ࠷৽൛ͷ
    ۀ຿ϚχϡΞϧͱͯ͠΋׆༻Ͱ͖
    ·͢ɻ
    ςϯϓϨʔτ࡞੒
    ڠ ۀ

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  12. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    BYARDͷओཁͳػೳʛۀ຿ϓϩηεߏங
    ੔ཧͨ͠ۀ຿ϓϩηεͷ্ͰλεΫͷઃఆ·ͰͰ͖Δ͜ͱͰɺ“ݸผͷλεΫ”ͱ“ۀ຿ϓϩηεશମ”ͱΛدͬͨΓҾ͍ͨΓ͠ͳ͕Βɺ
    ۀ຿ͷਐḿΛ؅ཧ͢Δ͜ͱ͕Ͱ͖·͢ɻ
    ࡞ۀΛʮΧʔυʯͱͯ͠ॻ͖ग़͢
    STEP 1
    POINT
    ΧʔυΛฒͼସ͑ۀ຿ͷྲྀΕΛ੔ཧ͢Δ
    STEP 2
    Χʔυ͝ͱʹৄࡉͷToDoΛઃఆ
    STEP 3
    ෇ᝦʹॻ͖ग़͠ɺϗϫΠτϘʔυ্ͰͦΕΒΛฒͼସ͑ΔΠϝʔδͰ
    ۀ຿ͷྲྀΕΛ੔ཧɾՄࢹԽͰ͖·͢
    ΧʔυͷҐஔΛࣗ༝ʹ഑ஔͰ͖Δ
    ͷͰʮෳ਺ͷ࡞ۀ͕ฒߦͯ͠ਐ
    ΉʯΑ͏ͳঢ়گ΋දݱՄೳ
    ՄࢹԽ

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  13. λεΫॲཧঢ়گͷྲྀΕʢཤྺʣͱۀ຿ϓϩηεશମͷྲྀΕͷՄࢹԽʹΑΓ
    ۀ຿ͷଐਓԽΛ๷͗ڞ༗ɾҾ͖ܧ͕͗εϜʔζʹͳΓ·͢
    ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    BYARDͷओཁͳػೳʛλεΫ؅ཧ
    λεΫॲཧঢ়گͷྲྀΕʢཤྺʣͷՄࢹԽ ۀ຿શମͷྲྀΕΛ೺Ѳ
    νϟοτʗϝϞػೳʹΑΓɺݱࡏͷॲཧঢ়گ΍ؔ܎ऀ
    ͱͷ΍ΓऔΓͷྲྀΕʢཤྺʣͳͲɺνΣοΫϦετʹ
    ࡌͬͯ͜ͳ͍৘ใ΋ՄࢹԽͰ͖Δ
    POINT ۀ຿શମͷྲྀΕΛՄࢹԽͰ͖Δ͜ͱͰɺࣗ਎ͷλεΫ
    ͚ͩͰͳ͘લޙʹԿ͕ى͖͍ͯΔ͔ʢى͖Δ͔ʣ͕Θ
    ͔Γɺঢ়گ೺ѲͱҾ͖ܧ͗΋εϜʔζʹ
    POINT
    ΋͔ͨ͠͠Β͜ͷ࣌
    ड͚औ͍ͬͯΔ͔΋ʁ
    ॻྨ͕ະఏग़ʂ
    ͜ͷ࣌ఏग़ͯ͠΋Β͑͹
    ໰୊ͳͦ͞͏
    ؅ ཧ ՄࢹԽ

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  14. લఏ৚݅ͷ໨ઢ߹Θͤ

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  15. CSͷৼΔ෣͍΍ϚΠϯυ

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  16. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    CSͷৼΔ෣͍΍ϚΠϯυ
    ച্ߩݙ
    ۀ຿ޮ཰
    ࣾͭ ࣾෳ਺
    .33 ैྔ՝ۚ
    ݄࣍ܖ໿
    ෳ਺೥ܖ໿

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  17. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    CSͷৼΔ෣͍΍ϚΠϯυ
    ച্ߩݙ
    ۀ຿ޮ཰
    ࣾͭ ࣾෳ਺
    .33 ैྔ՝ۚ
    ݄࣍ܖ໿
    ෳ਺೥ܖ໿

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  18. ηʔϧεॏཁ౓
    ΦϯϘʔσΟϯάॏཁ౓
    ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    CSͷৼΔ෣͍΍ϚΠϯυ
    ച্ߩݙ
    ۀ຿ޮ཰
    ࣾͭ ࣾෳ਺
    .33 ैྔ՝ۚ
    ݄࣍ܖ໿
    ෳ਺೥ܖ໿

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  19. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    લఏ৚݅
    2VJDL8JO ͕ॏཁͳϓϩμΫτ

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  20. εέʔϧ͢Δ্ͰͷΞϯνύλʔϯ

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  21. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    εέʔϧ͢Δ্ͰͷΞϯνύλʔϯ
    ɾ4VDDFTTͱ4VQQPSUͷ݉೚
    ɾ4VDDFTTͷఆٛઃఆ
    ɾΦϯϘʔσΟϯάͷఆٛઃఆ
    ɾ૊৫ͷ੒ख़౓ͷཱͪৼ෣͍
    ɾશࣾ΁$4νʔϜ΁ͷཧղΛଅ͢
    ɾ࠾༻ʂ࠾༻ʂ࠾༻ʂ

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  22. SuccessͱSupportͷ݉೚

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  23. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    SuccessͱSupportͷ݉೚
    4VQQPSU
    ސ٬ͷ՝୊ͷղܾ
    4VDDFTT
    ސ٬ͷϏδωεͷ੒ޭ

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  24. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    SuccessͱSupportͷ݉೚
    4VDDFTT
    ސ٬ͷϏδωεͷ੒ޭ
    ର࿩Λ௨ͯ͠՝୊ղܾ
    1SPKFDUΰʔϧΛڞʹ໨ࢦ͢

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  25. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    SuccessͱSupportͷ݉೚
    4VQQPSU
    ސ٬ͷ՝୊ͷղܾ
    ϓϩμΫτར༻ΛεϜʔζʹ
    ઌճΓͯ͠ಓΛ੔උ͢Δ

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  26. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    SuccessͱSupportͷ݉೚
    ઌճΓͯ͠ߟ͑ͳ͍ͱʜ
    ্͔Β໨ઢͷυΩϡϝϯτ
    ෆ਌੾ͳυΩϡϝϯτ

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  27. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    SuccessͱSupportͷ݉೚
    ର࿩Λ௨ͯ͠՝୊ղܾΛνϟοτͰ࣮ݱ͢Δͱʜ
    എܠΛ֬ೝ͢Δ͏͍͟ଘࡏ
    νϟοτʹͦΕ͸ ٻΊͯͳ͍

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  28. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    SuccessͱSupportͷ݉೚
    4VQQPSU
    4VDDFTT
    ظ଴ͱ໾ׂ͕ҧ͏ͷͰ݉೚͸μϝ

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  29. Successఆٛͷඞཁੑ

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  30. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    Successఆٛͷඞཁੑ
    4VDDFTTఆ͕ܾٛ·ͬͯͳ͍ͱ૊৫͸่յ͢Δ

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  31. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    Successఆٛͷඞཁੑ
    ϥΠτ4VDDFTTͱσΟʔϓ4VDDFTT

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  32. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    Successఆٛͷඞཁੑ
    ϥΠτ4VDDFTT σΟʔϓ4VDDFTT
    ΦϯϘʔσΟϯάޙʹސ٬͕ಘΒΕΔޮՌ ΧΠθϯΛ܁Γฦͯ͠ಘΒΕΔޮՌ
    ϲ݄͔Βϲ݄Ͱ࠷ॳʹސ٬͕ମݧ ਺೥͔͚࣮ͯײ͢ΔޮՌ
    ࣮ӡ༻ऀ͕࣮ײ͢ΔޮՌ ܦӦ૚͕࣮ײ͢ΔޮՌ

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  33. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    Successఆٛͷඞཁੑ
    4BMFTͱ$4ͷώϏ͕ೖΔࠜຊతݪҼͱͳΓ·͢

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  34. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    Successఆٛͷඞཁੑ
    ϓϩμΫτͷૉ੖Β͠͞Λ
    ଘ෼ʹ఻͑ͯͳΜͰ
    ͜ΜͳʹݴΘΕΔΜͩΑ
    ਺೥ޙͷαΫηεΛ
    ίϛοτͯ͠Ͳ͏͢Μͷʁ
    ೥ؒܖ໿ͰͲ͏΍ͬͯ
    ܧଓ͠Ζͬͯݴ͏ͷʁ

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  35. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    Successఆٛͷඞཁੑ
    αΫηεఆ͕ٛࣾ಺֎ͷظ଴஋ௐ੔͕༰қʹ

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  36. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    Successఆٛͷඞཁੑ
    4VDDFTTఆ͕ܾٛ·ͬͯͳ͍ͱΦϯϘఆ͕ܾٛ·Βͳ͍

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  37. ΦϯϘʔσΟϯάఆٛͷඞཁੑ

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  38. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    ΦϯϘʔσΟϯάఆٛͷඞཁੑ

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  39. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    ΦϯϘʔσΟϯάఆٛͷඞཁੑ
    ऴΘΓͷͳ͍ੈք͸୯७ʹͭΒΈ

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  40. ©︎
    גࣜձࣾBYARD Confidential - Not to be disclosed or distributed to third parties.
    ΦϯϘʔσΟϯάఆٛͷඞཁੑ
    ೉୊͸ࡉ෼Խͯ͠ߟ͑Α͏

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