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I wonder that too. If you're only measure one part of the funnel (e.g. CS costs) and not the total funnel (e.g. losses due to poor CS quality like a customer dr
by bgirard 2y ago
I wonder that too. If you're only measure one part of the funnel (e.g. CS costs) and not the total funnel (e.g. losses due to poor CS quality like a customer dropping the project) then it's easy to conclude that making CS more painful is a win.
- ahzhou 2y agoIt depends on the business, but the kind of metrics you are talking about are measured and taken seriously. People have absolutely gotten fired for CS quality KPI drops.