Coverage: Capacity Planning for Success

//Coverage: Capacity Planning for Success

Coverage: Capacity Planning for Success

By | 2019-05-09T21:42:50-04:00 January 10th, 2018|Featured In|0 Comments

When you ask a COO or CFO about capacity planning for customer success, it can get dicey. They may be completely on board with investing in a customer success team, but they really don’t want to add to their COGS dramatically. They are sold on the premise that a well-chartered and instantiated CS team can be cost neutral or even a profit center, but they need to validate the numbers. They wonder what the real cost of each Customer Success Manager (CSM) is and how to build a model that’s sustainable, delivers value to the customer, and doesn’t dilute profits.

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