[Handbook] How do we contribute towards the profitability target for support?
In the support team handbook landing page, there is a mention of long term profitability targets:
The long term profitability target for support is 90% gross margin.
UPDATE: The FY20 Financial Planning Goals state that Customer Support expenses should be 10% of annual recurring revenue.
This begs a few questions:
How do we calculate the gross margin? What are the revenues and what are the costs?- How can support team members and support managers actively contribute towards this target?
How far in the future is "long term"?
Edited by Wei-Meng Lee