Transitioning customers from CSM to technical Support

  • 20 February 2019
  • 0 replies

How have you handled notifying a customer who has a dedicated/named CSM, if that particular customer no longer meets the criteria your org has established for having a named CSM? We have 4 CSMs (approximately 75:1) and approximately 3,000 customers. We have recently adjusted our segmentation and the criteria a customer must meet in order to be assigned a CSM, which leaves me with quite a few customers who need to be notified that they are essentially losing their point of contact and will need to channel any questions/escalations through our technical support team first.

Looking for suggestions on how that's been communicated and talk tracks that have been used. Thanks in advance!

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