Customer Success 2.0 arrived in 2005 which, when you think of it, makes the profession sort of a teenager… Having raised a couple of them, there does seem to be some strong similarities… The “searching for an identity” and all that. In reality, customer success is a...
In the third part of the financial foundations series we discussed Revenue Cost Ratios, or how much is invested for each dollar of revenue. For new customers this is your Customer Acquisition Cost (CAC). For existing customers these are your Customer Retention Costs...
In the first two parts of the financial foundations series I wrote about Customer Lifetime Value (LTV), its importance to your company, and the critical role customer success plays in driving this metric. What we haven’t discussed yet is the costs associated with...
If you’re a Customer Success leader, Customer Lifetime Value (LTV) is one of the most important metrics for you to understand. With that said, there are some pretty “creative” ways that people define it, which for something this important, probably isn’t a good thing....
The Debate There are a lot of perspectives on what Customer Success is and when it began. As for when some people say that what we call Customer Success today has been around for decades. Others say that it was 15 years ago at Siebel, or at Vantage 20 years ago. So...
