Digital CS: What is your ratio of employee: customers? What do you have in place to support this?

AshleyGarza123

I am interested in the ratio of CS members to customers your company currently has.

What automation or processes do you have to support this?

I am looking at assigning 150 customers per CS member, but have little automation supporting them. We may need to have this bump up to 200/per person in the next few months. Right now, the way our team communicates is by inserting a template via our CSP tool to reach out. Essentially a customer falls into one of the following alerts and we reach out.

Alerts:

1. Support users or admin not defined
2. Support tickets not being entered
3. No PS hours used (if bought internally)
4. No training taken
5. Reach out every 30 days asking if there is anything that the customer needs help with
6. (if telemetry exists) comms based on increase/decrease of usage

My process is still being figured out, but it's mainly reactive. Thoughts?

kmcmullen

In my prior role, we had about 300-450 (depending on timing): 1 CSM at a given time. My team was specifically focused on the Onboarding phase, but once they hit certain milestones, they would move to a similar environment where it was a Community-first model. During Onboarding, we were engaged by:

1. Gainsight CTAs & playbooks (based on utilization/product data and time with our company)
2. Member of our internal organization completing request for client engagement (their activation coach or sales person sharing they needed direct engagement)
3. Clients scheduling via calendar tool themselves

Once they went to the community model, they were classified in a few different buckets based on: whitespace, usage, engagement (with marketing/webinars, support, & community page itself). We had CTAs that would fire if their status changed (from engaged to not-engaged or vice-versa) and for every 180-240 days for a 1:1 reach out, depending on client size.

Most of the existing client base in the community model (when they were more 'established') were here when we had a 1:1 model regardless of size... and getting them to adapt was definitely a challenge. The clients that seemed to best fit this mold were ones that had this experience and expectation started from the get-go.