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- CSM's
- Special functions: Onboarding, Admins, Marketing, Data Science ...
- CS system
- Support, VoC, Community ....
- initial acquisition
- renewal
- upsell
- cross-sell
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:
and compare this against our CAC for
to assess, if the company as a whole and the CS team are profitable and within standard ranges.
thanks @Andreas Knoefel so what does that look like and what are the target goals you have for CAC spend versus operation cost?