Soffer: Customer success and onboarding costs do not belong in CAC
Philip Soffer · 1363 Test IO CEO: We'll Pass $10m in ARR Soon · Apr 18, 2019 · at 15:59
Philip Soffer discusses SaaS accounting practices and why Test.io excludes onboarding and CS staff salaries from customer acquisition cost calculations.
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“Where we've gotten better, we've gotten a lot better at sort of the onboarding process, the customer success process. I don't, Put those folks as part of CAC. I put them as, because they do they're not just about acquisition of the revenue. They're really about the lifetime customer success and retention. So I think about those folks differently than I think about salespeople or marketing people.”
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