How much does a customer success platform cost? How do we measure the ROI? What is the acceptable RO
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Kevin Mitchell Leonor
Member Posts: 248 Expert
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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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.
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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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