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Coverage: Capacity Planning for Success

By | 2018-06-04T22:43:41+00:00 January 10th, 2018|Comments Off on Coverage: Capacity Planning for Success

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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