The revenue and margin leaks that services businesses never see coming tend to hit their financials the hardest. When there are gaps in customer success coverage combined with little visibility and control of services revenue, leaks can grow. Turbulent economic conditions make the leaks grow faster, giving customers a reason to question if they’re getting the value they expect.
Sure signs a customer success organization is experiencing revenue leaks include not knowing the costs of upsells, cross-sells, not having a financially based view of every customer engagement, growing churn rates and more. The costs of not getting cross-sells and upsells right – or worse, missing a commitment to a customer – all eventually roll up into financials and the metrics services that CFOs use to analyze them. Having real-time data that can be modeled using AI and machine learning is helping to solve these and other customer success challenges today.