[bgirard]

I wonder that too. If you're only measure one part of the funnel (e.g. CS costs) and not the total funnel (e.g. losses due to poor CS quality like a customer dropping the project) then it's easy to conclude that making CS more painful is a win.

[ahzhou]

It depends on the business, but the kind of metrics you are talking about are measured and taken seriously. People have absolutely gotten fired for CS quality KPI drops.