My History
Arcus Japan Inc. is a business IT solutions firm with a strong focus on customer relationship management (CRM). We view CRM as a kind of “corporate psychology”—an essential tool for managing customer interactions across marketing, sales, and other customer-facing operations. Because CRM can be applied in virtually any industry that deals with customers, it’s also a concept that can feel abstract or hard to grasp. To help bridge that gap and demonstrate the real-world value of CRM, we’ve taken a unique approach: we operate our own restaurant, LIBERALE PASTA, located in Shinsaibashi, Osaka, as a model case for CRM in action. By putting ourselves in the customer’s shoes and actively applying CRM techniques in the field, we aim to deepen understanding and promote practical use. At Arcus Japan, we don’t just talk about CRM—we embed it into our own business operations and offer end-to-end solutions to our clients.
In Japan, IT investments still tend to focus on efficiency and cost reduction—what we would call “defensive” spending. But we believe there’s an urgent need to shift toward more “offensive” investment—leveraging technology to innovate and grow. In the U.S., for example, companies are generally quicker to embrace new technologies, products, and services. They also tend to take a more proactive approach when it comes to transforming their business models through digital innovation. Digital Transformation (DX) isn’t just about automating tasks or introducing new tools—it’s about fundamentally rethinking how a company operates. Simply digitizing surface-level processes is not enough. What’s really needed is Corporate Transformation (CX): a deep, structural shift in business strategy that puts technology at the core.
That said, we understand that making a sudden shift to aggressive IT investment can feel unrealistic. But if your organization recognizes there’s room for change, that’s the perfect time to consult a specialized partner like us. At Arcus Japan, we provide seamless consulting support—from strategy development to selecting and implementing the right tools.
We believe IT shouldn’t replace people—it should empower them to focus on the parts of the job that require human touch. In our view, IT’s true purpose is to enhance hospitality and elevate the customer experience. And that’s where we focus our energy: supporting businesses that want to use technology in a meaningful, human-centered way.
The Present
At Arcus Japan, CRM is at the heart of everything we do—and we take pride in being Japan’s only truly specialized CRM company with a deep, world-class understanding of the field. That identity has never changed since our founding. While we operate in multiple industries, including food service, all of our ventures are grounded in CRM principles. True to its name—Customer Relationship Management—CRM shares many values with Japan’s spirit of omotenashi, or heartfelt hospitality. Our vision is to spread omotenashi around the world through CRM and bring more smiles to more people. That vision will always remain central to our mission.
Our company exists to be a lifelong CRM professional. If you look at leading global tech companies, you’ll notice a common theme: they each specialize in one area—Microsoft in software, Google in search, Meta in social media, Apple in hardware. In contrast, many Japanese companies try to do everything, often at the expense of depth. We’ve taken the opposite approach. Inspired by these global leaders, we’ve built our business around a singular focus: CRM. I consider ourselves the legitimate successor to CRM’s legacy—and the creator of what I call CRM 2.0, a platform-based evolution of the concept. In fact, I believe we may be the only true “CRM Doctor” in the world.
Japan is home to a wealth of talent and potential. But in the IT sector, large corporations still dominate, and progress has been relatively slow. There’s also a great deal of inefficiency that could be eliminated. Despite being the world’s fourth-largest economy, Japan still struggles to fully translate hard work into visible, tangible value. That’s a shame—and a lost opportunity. That’s why we’re committed to cutting waste and inefficiency through the power of CRM. We believe that as CRM becomes more widespread, it has the potential not just to change businesses—but to change the future of Japan itself.
For the Future
Our headquarters is based in Osaka—and that decision was very intentional. Having done business around the world, I’ve come to believe that a country’s capital and its economic engine don’t necessarily need to be the same. In fact, when too much power is concentrated in one place—as is the case with Tokyo—it can actually weaken the overall vitality of a country. When we asked ourselves where Japan’s next true economic hub could be, Osaka stood out as the city with the greatest potential. That’s why we’re committed to expanding the culture of omotenashi from Osaka and the broader Kansai region, and ultimately throughout western Japan and beyond.
For me, investing in the next generation is one of the most meaningful ways to give back to society. In November 2023, we brought Neugier Ltd., a creative firm specializing in video and photography, into our corporate group. The founder of Neugier had initially planned to launch the company independently by saving up capital. Recognizing his talent and vision, I proposed he join us as a subsidiary instead. Of course, any partnership needs to be aligned with our core values and business direction. But when there’s strong potential for synergy, we’re always eager to collaborate with ambitious young leaders. Supporting the next generation is not only a social responsibility—it’s a way to help grow the economy and expand our network of businesses that embody the spirit of omotenashi.
Starting in 2025, we plan to accelerate our global expansion. Our CEO, Mr. Matsubara, brings with him a strong track record from global firms like Microsoft and Accenture. He’s now using those international connections to drive our business into markets such as India, Southeast Asia, and the European Union. Matsubara is a “versatilist”—someone who blends the strengths of both a specialist and a generalist. Under his leadership, we’re stepping into the era of CRM 3.0. It will be exciting to see how our vision shapes the future—and how this next evolution of CRM transforms industries around the world.