Tracking Cost to Serve

Hi! As our team plans for next year, one area we want to focus on is getting a better understanding of both where our CSMs spend their time (what types of activities/areas of focus) and also better understanding the "cost to serve" for each segment of our customer base.

We have a good method for tracking/categorizing live engagements, but wondering if anyone had a method in place for seeing ALL customer touch points and categorizing them, so we can truly understand where our CSMs are spending time vs our engagement model. I'm all ears if anyone has ideas!!