I’m working on my CAC calculations and I’m trying to determine if I should include all marketing costs or just my direct demand generation costs? I’ve talked to many of my CMO peers and can’t get a consistent answer to the question?
Dear Bewildered CMO:
My gut reaction is that you should include all marketing costs. Don’t try to argue that PR and product marketing don’t work on customer acquisition. Don’t try to argue that people aren’t programs and try to exclude the cost of your demandgen team.
Why? Three reasons:
- Demandgen people and programs dollars should be fungible. PR and product marketing better be doing things that help acquire customers., even if indirectly.
- Playing counting games can hurt your credibility. VCs aren’t just trying to compare metrics, they’re trying to get to know you by seeing how you think about and/or calculate them. I’d think you were a weasel if I found you excluding these costs without really good reason.
- To the extent that people try to compare these things between private and public companies, remember that there is no way to split marketing apart (or split customer success from sales) with public companies which should suggest that by default you include things.
For fun, let’s go quickly look at some sources for CAC definitions and see what we find regarding this issue:
Kellblog defines the CAC as:
S&M, by default, needs to include all S&M costs, so you can’t cut anything out.
(Side note: to the extent you amortize commissions, I would prefer to say cash sales expense as opposed to GAAP sales expense, because the latter will hide some costs — but that has nothing to do with marketing.)
The 2015 Pacific Crest Private SaaS Company Survey defines the CAC as:
How much do you spend on a fully-loaded sales & marketing cost basis to acquire $1 of new ACV from a new customer.
This seems to close one door (i.e., you better include IT and facilities allocations to your sales costs — as GAAP would require anyway), but open another because it defines the CAC not in terms of total new ACV, but new ACV from new customers. So if, for example, you had installed base upsell marketing programs, then I would not count those costs in the CAC calculation because they are not marketing costs spent to win new ARR from new customers. Is PR? Is product marketing? It’s a slippery slope. I’m not in love with this definition for that reason. You could never do it for public companies.
Note that while Skok is calculating a cost to acquire a new customer as opposed to $1 of new ARR, his definition is clear when it comes to splitting marketing costs: include all S&M costs.
Again, this definition is clear — include all S&M costs.
(Cross-posted @ Kellblog)