The CRC is the CAC equivalent for managing customer retention and engagement. Customer Success organizations and strategies vary widely from one company to another, making precise measurements difficult. Plus, there are not commonly available benchmarks for CRC. Still, you should attempt to incorporate CRC into your financial reporting if the precision validates the cost of measuring it. Costs should include salaries and related expenses of customer success and support teams (which might consist of engineers if needed to review customer change requests). Sometimes CRC is added to the CAC to create the Customer Acquisition & Retention Cost (CACR).
The CRC is the CAC equivalent for managing customer retention and engagement. Customer Success organizations and strategies vary widely from one company to another, making precise measurements difficult. Plus, there are not commonly available benchmarks for CRC. Still, you should attempt to incorporate CRC into your financial reporting if the precision validates the cost of measuring it. Costs should include salaries and related expenses of customer success and support teams (which might consist of engineers if needed to review customer change requests). Sometimes CRC is added to the CAC to create the Customer Acquisition & Retention Cost (CACR).
