I know Gainsight utilizes the concept of associating their customers key contacts / roles with a persona. Does anyone else utilize that methodology? If so, I’d love to hear more!
Also curious if anyone has any best practices with:
- Collecting key customer roles
- Scaleability, if a CSM has about 200 accounts to manage, how do you collect all of these and make sure they are up to date every year
- Hygiene to ensure we always have the most current contacts