The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Cost justifying a customer success management team's budget can be a challenge, especially in the beginning. The key tasks of the first phase of a CSM team’s development are to understand and categorize your interactions with the customers (type, duration, volume, cost & effectiveness) and to begin to define the statuses of the customer relationship health measurement graph. You have to be able to use this data to prove the truth of that old adage "An ounce of prevention is worth a pound of cure." Ultimately, you need to show that you are directly associated with an income stream and that you are making a strategically significant contribution to the company's overall profitability.

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Many companies these days want to be perceived as being "Customer Centric." The rewards of customer loyalty supposedly to be gained through attaining such status certainly seem impressive. It's understandable that senior management teams and contact center executives would want to jump on the bandwagon and talk of customer centricity initiatives of their own. Unfortunately, the moves being made and the path being followed are mostly transaction centric rather than truly being about a mutually profitable and therefore continuing relationship between company and customer.

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