Capturing CSM Utillization
Thanks to Ravi Desai for inspiring this post. One of the most popular queries I get is, “How many CSMs do I need?”. The second most popular is probably the long running, “How many support engineers do I need?” — but …
Thanks to Ravi Desai for inspiring this post. One of the most popular queries I get is, “How many CSMs do I need?”. The second most popular is probably the long running, “How many support engineers do I need?” — but …
Few FT Works clients complain that their headcount is too high! But some run with truly lean staff, and experience predictable woes: no room to innovate, lots of customer escalations, and painful turnover. Here are 8 suggestions you can …
I just don’t have enough headcount. What do I do? Read more »
If you offer very complex products, CSMs will have the same issue as sales reps: keeping up with the technical side. And it’s worse if you happen to have a wide range of products. Sales teams have long ago come …
Let me let you in on a secret: customer success staffing models are easy! Really, at least compared to support staffing models… There are basically two ways to proceed, top down (which is easy but misses important nuances, in my mind) and …
Many thanks to Kevin Williams for suggesting this topic. In small support teams, everyone is focused towards support delivery, with some time carved to address planning, training, tool administration, and other essential functions. As the team grows, multi-tasking becomes more …
I just finished an excellent book, Scarcity: Why Having Too Little Means So Much by Sendhil Mullainathan and Eldar Shafir, that made me think of many practical applications for support organizations. The authors highlight how human beings, when they feel …
Many thanks to Kevin Williams for suggesting this topic. As support managers we develop an instinctual feel for workload and staffing. We just know when we need a few more bodies to shoulder the load and we can easily get …
More headcount? Only if you can make a case for it… Read more »
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. …
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. …
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. …