The majority of our CSM-customer relationships are measured and treated the same, regardless of organization size. This makes setting up a scorecard and related measures really easy ("one-size-fits-all"), and it's how we've done things since we first started with Gainsight.
We've recently decided that a certain segment of our customer base would be better suited by a more "tech touch" approach, and thus one of our measures (Relationship- how often the CSM has a formal interaction with the customer) should be more lenient for these account types.
I know I can achieve this by creating a new scorecard and measure that filters for these accounts only, and then exclude them from the original scorecard. However, this means having two nearly identical scorecards, and I'm afraid this might confuse the CS team. How have others handled this situation? The other 7 measures in the scorecard will still apply as-is. Thanks!
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