Our customer base are traditionally not that engaged. CSM’s have about 120-180 customers to manage. Some customers take up a lot of time, while others either get neglected or we even forget to engage with them (yikes, I know!)
We want to revamp our workflows with how we engage with our customers and providing visibility to managers ans leaders on effort of engagement and outcome.
We have a strong appetite to track how often CSMs ‘touch’ a customer, meaning how often are we reaching out to the customer.
Additionally we want to track of often customers engage back to us
Can anyone share what they have put in place to make sure CSMs are able to:
- Engage with all your customers (in the scenario that you have 100+ customers to manage
- From a reporting perspective:
- Show customers that were outreached but they never responded back
- Show customers that were outreached and resulted in an engagement
Best answer by gunjanm