Team organisation

A Pool CSM (Also called CSM Desk)

Get Started

3 to 5 CSMs are assigned to a large pool of customers without any customer assignment. Expectations for this CSM pool is to provide reactive answer to the customers.

To reach this CSM pool : A calendly link with round robin can be implemented
Customers need to be warned in advance that they don't have any dedicated CSM

Go further

Later on, this same CSM pool can be assigned to the 100 of this customer segment in order to

Drive proactive engagement
Mitigate risk and add additional value to these customers

Implicate other teams

Sales team

Sales team can be implicated as partners or helpers.

For both cases, sales team need to benefit in advance from a product and advanced service enablement training.

Sales team know how to engage with a prospect, they may not know how to engage with a customer with proactive content.

Support team

Support team always feel valued when they leave their daily routine. Include them in your CSM Pool so they can also participate to the customer journey