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Why I Build CS Teams Like a Capacity Plan, Not a Ratio
Most CS teams size headcount off a flat ratio copied from a benchmark deck. I use the same segmentation and buffer logic supply chain uses to staff a warehouse — and it changes the shape of the team before it changes the org chart.
Maayan Kaplan
Aug 72 min read
Why Churn Is a Supply Problem, Not a Support Problem
Churn isn't a support problem. It's a supply problem. Here's the framework a former supply chain strategist uses to run Customer Success like a forecast, not a report card.
Maayan Kaplan
Aug 32 min read
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