Understanding the Profitability of Customer Success (CS)

Customer Success (CS) is often perceived as a non-profitable department, yet its potential for generating revenue remains untapped for many organizations. Ineffective upselling strategies are a primary concern, as companies struggle to identify sufficient opportunities within their existing customer base. It is critical to evaluate the lifetime value of customers and assess how many deals can realistically be upsold without exhausting account potential. By analyzing customer interactions and the products offered, businesses can determine whether they have adequately positioned their offerings to generate upsell opportunities.