What is Cost-to-Support?
Cost-to-Support (CtS) measures the total annual expense of supporting your customer base divided by the number of customers. It surfaces how much you spend per customer on support and helps you balance service quality with sustainable economics.
Cost-to-Support = Total Support Costs ÷ Number of Customers Supported
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Annual salaries for support staff.
CRM, helpdesk, ticketing software.
Repairs, upgrades and operational fixes.
Phone, email, chat and collaboration tools.
Replacement product shipments and reverse logistics.
Proactive support and account management.
Guides, tutorials and customer enablement.
Total number of customers being supported.
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