CS Account Complexity and Decision Matrix for LOE
cgreeley
Member Posts: 2 Navigator 
Hello,
At a the CS Office Hours on August 6, we were discussing how to qualify the complexity of accounts and subsequently assign resources appropriately. I mentioned a simple tool I built in excel to provide a baseline solution and promised to share. The tool is a weighted decision matrix (WDM); it is a powerful quantitative technique used for evaluating important and complex decisions. This tool has been helpful as it removed the emotion and subjectivity from the decision making process.
Attached is the WDM and it can be customized based on the varying criteria you use to assess complexity. The key to using this tool successfully is to keep the the criteria to no more than 7 decision points.
I am happy to discuss with anyone that would like to better understand and modify the data for their own use. Please feel free to reach out via LinkedIn.
https://www.linkedin.com/in/courtney-greeley-pmp-cf-apmp-882a93aa/
At a the CS Office Hours on August 6, we were discussing how to qualify the complexity of accounts and subsequently assign resources appropriately. I mentioned a simple tool I built in excel to provide a baseline solution and promised to share. The tool is a weighted decision matrix (WDM); it is a powerful quantitative technique used for evaluating important and complex decisions. This tool has been helpful as it removed the emotion and subjectivity from the decision making process.
Attached is the WDM and it can be customized based on the varying criteria you use to assess complexity. The key to using this tool successfully is to keep the the criteria to no more than 7 decision points.
I am happy to discuss with anyone that would like to better understand and modify the data for their own use. Please feel free to reach out via LinkedIn.
https://www.linkedin.com/in/courtney-greeley-pmp-cf-apmp-882a93aa/
3
Categories
- All Categories
- 130 GGR Cafe
- 172 CS Conversations
- 960 CS Operations Conversations
- CS Org Conversations
- 205 CS Technology
- 648 Customer Journey
- 274 Digital CS (Engagement Programs)
- 31 Industry Insights
- 90 Metrics & Analytics
- 17 Value Realization
- 190 Strategy & Planning
- 15 Future Customer Success Professionals
- 7 Supporters of Gain Grow Retain
- 1 Gain Supporters
- 2 Higher Logic Vanilla
- 1 Totango
- 2 Grow Supporters
- 2 Catalyst
- 1 ChurnZero
- 4 Retain Supporters
- 1 Northpass
- Interested in Supporting Gain Grow Retain?
- Contact Us
- 17 Welcome to the Community
- 157 Job Board
- 173 Customer Success Leadership Community