People have talked about customer success but only about tam. I think people are forgetting we give free CSMs based on spend to customers. They don't bring in revenue. What happens to them in this new world? I suspect free isn't in Broadcoms vocabulary.
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Just to correct this, BSG has a CSM for every strategic customer ( The focus 600 ) and they are key to the strategy of adoption. They for, a central part of the BSG account team along with the AD and RTO.
That's the difference. TAM and S360 bring in some revenue much like PS however normal CSM does not. So I would expect one to stay one not too
At CA, any customer that fell below the threshold was moved to community support, and that included no customer success rep either. There is no free lunch, if something does not have revenue attached to it, it's not a consideration at BC.
Customer success is always one of the first to go when there are layoffs or reorgs. As you said they don’t bring in revenue and it’s tough to prove value to the company.
Ha ha. He said "free".