When Is It Time To Let Them Go?
Thought Leader 
I currently manage a medium size team but our customer to client manager ratio is not what I would call ideal. It ranges from about 80-100 clients per CM.
In normal circumstances this wouldn't be to much of an issue but I have a horrible CRM, no customer success platform and a highly volatile client base who needs support more then I have ever seen before.
Don't get me wrong, I love my clients but I am telling it like it is.
Due to this situation I find it hard to let go under performing client managers because of the impact it has to the business and more importantly the client., or more specifically the subset of clients they are supporting well.
On top of that, when I do let a client manager go, because of the somewhat specialization, backfilling tends to take longer, thus putting a burden on other team members, and thus clients.
I am leaving a ton more details out of this for the sake of brevity, but has anyone experienced this situation before and how did you handle it?
Love to get the communities feedback. Love a place to go and have these types of conversations.
Cheers,
Chris
In normal circumstances this wouldn't be to much of an issue but I have a horrible CRM, no customer success platform and a highly volatile client base who needs support more then I have ever seen before.
Don't get me wrong, I love my clients but I am telling it like it is.
Due to this situation I find it hard to let go under performing client managers because of the impact it has to the business and more importantly the client., or more specifically the subset of clients they are supporting well.
On top of that, when I do let a client manager go, because of the somewhat specialization, backfilling tends to take longer, thus putting a burden on other team members, and thus clients.
I am leaving a ton more details out of this for the sake of brevity, but has anyone experienced this situation before and how did you handle it?
Love to get the communities feedback. Love a place to go and have these types of conversations.
Cheers,
Chris