T&M Billing
Newcomer 
Is it just me, or is choosing to bill for SAAS professional services / support by time & materials a choice that is begging customers to have issues with invoices? How do I prevent my CSMs from needing to use all their valuable customer engagement time addressing billable “hours” and invoices?
Customers know the CAM and the CSM are not billable, but they it seems like the CSMs are being taken out of being proactive and drawn into being reactive to billing complaints. Is T&M billing a good fit for an organization that is serious about driving customer success?
Customers know the CAM and the CSM are not billable, but they it seems like the CSMs are being taken out of being proactive and drawn into being reactive to billing complaints. Is T&M billing a good fit for an organization that is serious about driving customer success?