How much does a customer success platform cost? How do we measure the ROI? What is the acceptable RO

Kevin Mitchell Leonor
Kevin Mitchell Leonor Member Posts: 249 Expert
100 Comments Second Anniversary Name Dropper
edited July 2020 in CS Technology

I'm not in a position to see the P&L sheet to see what Customer Success Platforms cost so I want to get a good understanding even if it is on a per license basis.

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  • Andreas Knoefel
    Andreas Knoefel Member Posts: 74 Expert
    10 Comments
    edited June 2020

    I am looking at this from a different angle: What does my whole Customer Success operation cost to support the capabilities I (would like to) have:

    • CSM's
    • Special functions: Onboarding, Admins, Marketing, Data Science ...
    • CS system
    • Support, VoC, Community ....

    and compare this against our CAC for 

    • initial acquisition
    • renewal
    • upsell
    • cross-sell

    to assess, if the company as a whole and the CS team are profitable and within standard ranges.

  • Kevin Mitchell Leonor
    Kevin Mitchell Leonor Member Posts: 249 Expert
    100 Comments Second Anniversary Name Dropper
    edited June 2020

    thanks @Andreas Knoefel so what does that look like and what are the target goals you have for CAC spend versus operation cost?

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