Ururu BPO Joins Japan Customer Success Association as Full Member
Ururu BPO has joined the Japan Customer Success Association (JCSA) as a full member. The company aims to solve CS talent shortages and knowledge individualization issues for SaaS businesses by sharing its accumulated CS knowledge and BPO know-how across the industry, thereby contributing to CS quality standardization and market development.
📋 Article Processing Timeline
- 📰 Published: April 24, 2026 at 20:00
- 🔍 Collected: April 24, 2026 at 11:31
- 🤖 AI Analyzed: April 24, 2026 at 15:39 (4h 8m after Collected)
Ururu BPO Co., Ltd. (Headquarters: Chuo-ku, Tokyo; Representative Director and President: Yuhei Okeyama; hereinafter "Ururu BPO"), a wholly-owned subsidiary of Ururu Co., Ltd. (Headquarters: Chuo-ku, Tokyo; Representative Director, President and CEO: Tomoya Hoshi), a leading company in solving labor shortage problems and developing multiple SaaS, announces its participation as a full member in the Japan Customer Success Association (Location: Chuo-ku, Tokyo; Representative Director: Hisanori Yamada; hereinafter "JCSA").
■ Background of Participation
JCSA's mission is to "realize a society where companies can grow sustainably with customers through customer success." It promotes the standardization and popularization of Customer Success (hereinafter "CS") through knowledge sharing, human resource development, and research. Through the annual publication of the "Customer Success White Paper" and the hosting of large-scale conferences like "Japan CS Summit," JCSA contributes to the promotion of corporate CS activities and the development of the overall market.
Ururu BPO has supported the growth of SaaS developed by the Ururu Group, such as the bid information rapid service "NJSS" and the telephone answering service "fondesk," by leveraging its accumulated CS knowledge, operational direction know-how cultivated through years of BPO experience, and a combination of diverse human resources. We have provided support for building systems to improve customer experience and BPaaS transformation support (※1) for SaaS businesses facing CS challenges. In 2023, we established CS-specialized bases in Oita and Fukuoka, and in November 2025, we launched "CSer BPO," an accompanying CS support service that helps improve customer satisfaction and maximize LTV.
We have decided to participate in JCSA with the aim of sharing and disseminating our accumulated knowledge on "CS and BPaaS operations and growth" across industries.
■ Comment from Masato Kamano, Head of BPO Business Division, Ururu BPO Co., Ltd.
We are truly delighted to become a member of the Japan Customer Success Association.
The challenges that many SaaS businesses face today, such as "securing and developing CS talent" and "individualization of know-how," are urgent issues that extend beyond a single company and must be addressed by Japanese industry as a whole.
Under the Ururu Group's vision of "Solving labor shortage problems and enriching people and companies," we have pursued a form of CS that maximizes LTV, going beyond mere operational outsourcing. We are confident that enhancing the reproducibility of "CS that generates growth," cultivated through our own business, and achieving high-quality support like an in-house organization, even with external resources, will lead to solving market challenges. Through our participation in this association, we will strive to standardize CS quality in the BPO and BPaaS domains together with member companies.
■ Future Initiatives and Outlook
Ururu BPO will actively participate in JCSA seminars and study groups, sharing the knowledge we have cultivated with member companies, thereby contributing to the widespread adoption of practical CS initiatives. We will also propose concrete solutions from the perspective of BPO and BPaaS support for CS talent shortages and operational challenges faced by SaaS businesses.
Furthermore, the utilization of local and senior talent as a solution to CS talent shortages contributes to the creation and utilization of "Buried Labor Force Assets" (※2), a concept advocated by the Ururu Group. Through such initiatives, we aim to realize the Ururu Group's vision of "Solving labor shortage problems and enriching people and companies."
■ "CSer BPO" Service Overview (https://www.uluru-bpo.jp/cserbpo/)
CSer BPO is an accompanying CS support service that consistently assists SaaS businesses from outcome creation to maximizing LTV (Customer Lifetime Value) in CS operations. Based on practical know-how cultivated through operating its own SaaS "NJSS" (monthly churn rate 1.44%) and "fondesk" (monthly churn rate 1.1%), it provides a high-quality operational system through CS-specialized bases in Oita and Fukuoka. It solves issues such as resource shortages and individualization, building a reproducible CS system that improves customer experience even with outsourcing.
※1: BPaaS: The evolution of SaaS service form to provide entire business processes integrated on the cloud, going beyond mere software provision (SaaS) or business process outsourcing (BPO).
※2: "Buried Labor Force Assets" refers to assets created from two sources: "buried labor force" (people willing to work but unable to due to various reasons) and "labor force that will be buried" (those whose jobs will be replaced by the advancement of IT and AI). This is a new concept proposed by Ururu in February 2025. According to Ururu's estimates, there are currently approximately 15 million such assets.
■ Background of Participation
JCSA's mission is to "realize a society where companies can grow sustainably with customers through customer success." It promotes the standardization and popularization of Customer Success (hereinafter "CS") through knowledge sharing, human resource development, and research. Through the annual publication of the "Customer Success White Paper" and the hosting of large-scale conferences like "Japan CS Summit," JCSA contributes to the promotion of corporate CS activities and the development of the overall market.
Ururu BPO has supported the growth of SaaS developed by the Ururu Group, such as the bid information rapid service "NJSS" and the telephone answering service "fondesk," by leveraging its accumulated CS knowledge, operational direction know-how cultivated through years of BPO experience, and a combination of diverse human resources. We have provided support for building systems to improve customer experience and BPaaS transformation support (※1) for SaaS businesses facing CS challenges. In 2023, we established CS-specialized bases in Oita and Fukuoka, and in November 2025, we launched "CSer BPO," an accompanying CS support service that helps improve customer satisfaction and maximize LTV.
We have decided to participate in JCSA with the aim of sharing and disseminating our accumulated knowledge on "CS and BPaaS operations and growth" across industries.
■ Comment from Masato Kamano, Head of BPO Business Division, Ururu BPO Co., Ltd.
We are truly delighted to become a member of the Japan Customer Success Association.
The challenges that many SaaS businesses face today, such as "securing and developing CS talent" and "individualization of know-how," are urgent issues that extend beyond a single company and must be addressed by Japanese industry as a whole.
Under the Ururu Group's vision of "Solving labor shortage problems and enriching people and companies," we have pursued a form of CS that maximizes LTV, going beyond mere operational outsourcing. We are confident that enhancing the reproducibility of "CS that generates growth," cultivated through our own business, and achieving high-quality support like an in-house organization, even with external resources, will lead to solving market challenges. Through our participation in this association, we will strive to standardize CS quality in the BPO and BPaaS domains together with member companies.
■ Future Initiatives and Outlook
Ururu BPO will actively participate in JCSA seminars and study groups, sharing the knowledge we have cultivated with member companies, thereby contributing to the widespread adoption of practical CS initiatives. We will also propose concrete solutions from the perspective of BPO and BPaaS support for CS talent shortages and operational challenges faced by SaaS businesses.
Furthermore, the utilization of local and senior talent as a solution to CS talent shortages contributes to the creation and utilization of "Buried Labor Force Assets" (※2), a concept advocated by the Ururu Group. Through such initiatives, we aim to realize the Ururu Group's vision of "Solving labor shortage problems and enriching people and companies."
■ "CSer BPO" Service Overview (https://www.uluru-bpo.jp/cserbpo/)
CSer BPO is an accompanying CS support service that consistently assists SaaS businesses from outcome creation to maximizing LTV (Customer Lifetime Value) in CS operations. Based on practical know-how cultivated through operating its own SaaS "NJSS" (monthly churn rate 1.44%) and "fondesk" (monthly churn rate 1.1%), it provides a high-quality operational system through CS-specialized bases in Oita and Fukuoka. It solves issues such as resource shortages and individualization, building a reproducible CS system that improves customer experience even with outsourcing.
※1: BPaaS: The evolution of SaaS service form to provide entire business processes integrated on the cloud, going beyond mere software provision (SaaS) or business process outsourcing (BPO).
※2: "Buried Labor Force Assets" refers to assets created from two sources: "buried labor force" (people willing to work but unable to due to various reasons) and "labor force that will be buried" (those whose jobs will be replaced by the advancement of IT and AI). This is a new concept proposed by Ururu in February 2025. According to Ururu's estimates, there are currently approximately 15 million such assets.