The financial justification for Customer Success

June 16, 2015
Thomas Lah, Executive Director of TSIA, explains the viable reason for technology-as-a-service companies to spend 3%-20% of revenue in customer success. Today companies spend over $1 to get $1 in incremental revenue from a new customer. However, to get $1 of revenue from an existing customer, it typically costs only $0.20 cents. While acquisition is important, the real margins are in renewals and expansion. About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
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