Calculate The Status Quo Cost
Quantify status quo cost from frequency, time, cost, and business consequence.
The buyer normalizes support escalations as part of the job. SPIN implication: make the consequence of the problem visible enough to compare with change. Do not invent ROI. Use buyer-supplied ranges and label the number as an estimate. Overclaiming damages trust faster than a smaller honest estimate. Before Escalations are annoying, but they are normal. After Escalations consume about $5,130/month in manager time before credits, churn risk, and executive escalations. Frequency 18 escalations per month. Use the buyer's operating metric, not a vendor benchmark. Time 3 manager hours per escalation. Include investigation, customer update, and internal coordination time. Cost $95…
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