When I asked the CS manager of his company about the situation the manager said These CSMs were laid off because they had no performance They worked really hard and received letters of thanks from customers but it was these customers who did not renew their subscriptions in the end I understand that the performance the person in charge refers to is actually the quantified revenue from customer success of CSM cannot increase the companys revenue then why does the company spend so much money to retain them There is no need for a CS organization that cannot improve revenue Many CSMs find it difficult to accept this principle Helping customers use products well making customers happy and improving
their satisfaction cant these tasks increase renewal rates Its Brazil WhatsApp Number Data really hard to say To take a step back even if these efforts increase the renewal rate it cannot be proven that it is the credit of CSM If you take a closer look at each work and action of CSM you will find that there is no direct causal relationship between them and income The role of many CS organizations is unclear and unclear Many CSMs take it for granted that as long as they serve customers well they can stay in the company with peace of mind In fact this era of CS has long passed Except for the reason of improving
revenue nothing else can be called the reason for the existence of CS Whether you agree with this point of view or not the company will eventually make such a decision Most companies lose at least % of their revenue every year due to CS At the last Customer Success Improve Revenue theme sharing meeting someone asked me Why not use increase revenue instead of improve revenue Indeed the customer success of overseas SaaS companies all use the word increase or growth to describe revenue But for most domestic SaaS companies it may be more logical to use improvement to describe it.
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