Why are you scaling your CS program? Sure, you need to gain efficiencies. But why?

You’ve heard all over the place “Do More with Less” and you’ve probably said it yourself. Maybe you thought it would just be for a while, and when it wasn’t, then you started to scale… So why wasn’t it? Why didn’t things go back to “normal”?

Now you’re scaling, but you’re not getting the tools you need, or the staff you need to do it. Why is that?

Come join this session to learn why the business landscape is changing, how it impacts you, and how you can measure, deliver, and translate your Scaled CS program to executive decision-makers. Knowledge is power.

Empower yourself so you can build the program your company and customers need and make the business case you need to get the job done!

Speaker:

Jan Young, MBA, CSPO, CSM - Founder & Chief Customer Officer at JanYoungCX

> Get your copy of the worksheet shared in the session.

> You can find more information and get in touch with Jan at JanYoungCX.com

> Download your free guide to The 7 Steps of Post Sales Revenue Leadership here.

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Q&A

What is a healthy margin?

Margins can be different for your industry or your solution. It's always a good idea to understand 

1. What margins your investors are expecting
2. What your current margins are, your business stage and your business model
3. What margins your competitors claim, how they achieve them, and how it compares against your margins and model

General ranges for healthy margins are provided below:

• Professional Services and human delivered services ~30%
• SaaS Tech Scalable Platforms 60-85%
• COGS to Recurring Revenue Ratio 10%
• OpEx to Recurring Revenue Ratio 40%

Note: These margins may change as we become more efficient with AI native tools. The above ranges are based on SaaS Tech business as of June 2024. It's always better to learn what the expected margins for your business and industry are specifically.