This spreadsheet helps Customer Success leaders make an intuitive, rather than an empirical, argument for Customer Success ROI. The leader enters recent annual revenue, total department cost, and NRR percentages with and an estimate of the impact without the Customer Success function. After subtracting available tangible metrics and ad hoc examples, the leader then estimates additional impact for the team’s intangible contributions, negotiating with a CFO or financial analyst on a percentage they will intuitively support. The spreadsheet then calculates CS margin contribution, the amount of money generated for the company in excess of department cost, along with the Customer Success ROI.
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