Although Customer Success has existed in one form or another for decades, there are distinct inflection points that have changed the profession to what we know it as today. The evolution of Customer Success has been based on financial realities that are foundational to any business with a recurring revenue model. When viewed from a financial perspective it becomes evident that all of this attention is well-founded, since Customer Success is the cornerstone of any company’s success.
Join Tom Lipscomb, Founder, and CEO of “The Successful Customer” to learn more about one of those inflection points. The event that has enabled companies and their investors to focus on CS can be tied to a single financial metric that defines Customer Success and its practical implications. This metric is ultimately the reason why successful companies need to invest in CS.
In this first of a four-part series we will discuss:
- The financial metric that is the basis for Customer Success, as we know it today.
- The different ways people calculate this metric and why.
- How the way you calculate this metric can influence your company’s strategy.