Definitely put a number on it! And track how close you actually are. I think 10% of revenue will be deemed too much for most organizations. Usually Support is

Definitely put a number on it! And track how close you actually are. I think 10% of revenue will be deemed too much for most organizations. Usually Support is seen as a distraction to new product development or whatever the strategy is, but often I see management overestimate how much time and money is spent on it. So, just tracking that cost/time will likely increase it and improve customer satisfaction. Unfortunately, improving Customer Support is not rewarded in organizations as much as cutting costs, creating new products or expanding revenue, so you'll probably need the CEO to care a lot about it to improve matters. And CEOs can't really put a number on improving customer support, so it is optimized to cost less over the near term, not deliver a better service. I also see the worrying tendency to keep only Customer Service or equivalent responsible, as if they can fix the bugs and improve the design.