Moving a customer from one Tier to another based on o

Robert Kaloustian
Robert Kaloustian Member Posts: 3 Seeker
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edited October 2021 in Metrics & Analytics

What experience do you have moving a customer from one engagement cadence/experience to another?  For example, our highest touch tier, let's call it Tier 1, has the most frequently scheduled and triggered engagements (QBRs, Roadmap reviews, etc).   Some customers in this Tier either no longer need or want this sort of engagement.  They still appreciate the interaction, but just don't want it as regularly or don't need it as much (let's call them steady-state customers- Limited Growth/High Value).   I am thinking about creating a pooled team to add more accounts under coverage and may want to put some accounts into the pool from more of a "named" CSM model.

Do you have any experience or advice with moving customers from one tier to another?