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Instructions
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Hi!
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I designed this template to help Customer Success leaders think through rough financial allocations
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for a tiered customer engagement strategy (e.g. "High Touch," "Tech Touch," etc.) and examine the
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impact on commonly used unit economic metrics, such as Customer Lifetime Value (CLTV), Cost to Serve
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(CTS) and ROI. You will enter assumptions about the impact a Customer Success team has on revenue churn
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which can be used to help set goals for your process improvement initiatives and projects.
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Note that the spreadsheet uses 'dummy' values--use your own numbers and pay attention to how the calculations
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are done. I reference several figures from the 2019 KeyBanc Capital Markets Survey (very handy):
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https://www.key.com/kco/images/2019_KBCM_saas_survey_102319.pdf
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Spreadsheet Tabs (below):
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1 Tier is usually the starting point where the team is blended
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Pareto is a technique to stratify your customer base into rational groups
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3 Tiers is a breakdown into three different groups
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I do analytics and financial modeling as part of my consulting work. If I can be of assistance to you, please let me know:
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Ed Powers
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Service Excellence Partners
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https://www.se-partners.com
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ed@se-partners.com
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