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CSのミッション = ネット・リテンションの向上
即ち、カスタマーに以下の行動を促すこと
1. 契約更新 / Renewal (Gross Retention)
2. アップグレード・複数サービス契約 / Expansion
3. 他社への紹介・口コミ / Advocacy
“CS is where 90% of the revenue is.”
by Jason Lemkin, managing director of Storm Ventures
前提: カスタマーサクセスのミッション