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Customer Success ROI Calculator

Work out the business value your customer got from your product this quarter, and what it returns against what they pay.

Currency

Time savings

Hours your customer’s team no longer spends on a recurring task.

Hours saved per taskhrs Times per year/ yrWeekly = 52, monthly = 12 People doing itpeople Fully-loaded hourly cost/ hr

Error reduction

Mistakes avoided because of your product, valued at what each one costs.

Error rate before%8 means 8% Error rate now% Volume this quarterOrders, tickets or records processed Cost per errorRework, refunds, customer impact

Revenue impact

Revenue your product helped win, grow or protect.

Revenue influenced or protected this quarter How directly it comes from the productOnly direct revenue is counted

Headcount avoided

Hiring capacity your customer didn’t need to add.

FTE avoidedFTE0.5 = half a person Annual salary + benefits per FTE/ yr

What it costs

Value and cost are compared for the same quarter.

Contract cost this quarterAnnual contract ÷ 4 Cost avoided optionalShown separately, never added in

Total value delivered this quarterExample figures

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Value-to-cost multiple

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Classical ROI

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(value − cost) ÷ cost

Put these numbers in front of your customer

QBRBuilder’s Business Impact step runs this same calculation and puts the result on the ROI & business impact slide of your deck.

How these numbers are calculated

Time savings: Hours saved per task × times per year × people ÷ 4 × hourly cost
Error reduction: Volume × (rate before − rate now) ÷ 100 × cost per error. No credit if the rate went up.
Revenue impact: Counted in full only with direct attribution. Indirect and correlated revenue is shown, not counted.
Headcount avoided: FTE avoided × annual salary and benefits ÷ 4
Value-to-cost multiple: Total value ÷ contract cost for the same quarter
Classical ROI: (Total value − contract cost) ÷ contract cost
Cost avoided: Shown separately and never added to the total, the multiple or ROI

Every figure is for one quarter, so value and cost always cover the same period. Your numbers stay in this tab and are gone when you refresh.

How these numbers are calculated

Time savings

Hours saved per task × times per year × people ÷ 4 × hourly cost

Error reduction

Volume × (rate before − rate now) ÷ 100 × cost per error. No credit if the rate went up.

Revenue impact

Counted in full only with direct attribution. Indirect and correlated revenue is shown, not counted.

Headcount avoided

FTE avoided × annual salary and benefits ÷ 4

Value-to-cost multiple

Total value ÷ contract cost for the same quarter

Classical ROI

(Total value − contract cost) ÷ contract cost

Cost avoided

Shown separately and never added to the total, the multiple or ROI

Every figure is for one quarter, so value and cost always cover the same period. Your numbers stay in this tab and are gone when you refresh.