ON TODAY’S EPISODE:
How many customers should a CSM manage? And how do I determine this? This is a common but complex question which is why in this week’s episode of Impact Weekly Johan and Lincoln cover the importance of understanding the elements involved in capacity planning and creating a plan that takes into consideration the appropriate experience for customers across all lifecycle stages. They offer insights and strategies to help organizations effectively plan and allocate resources to provide the best customer experience possible.

THIS WEEK’S QUESTION:
“What is the method to calculate how many accounts a CSM should manage?”

TOPICS BEING ADDRESSED:
* Aspects to consider when doing capacity planning
* Common misconceptions and problems about capacity planning
* The importance of Lifecycle Capacity planning

QUOTES:
Lincoln Murphy (01:19):
“I think we need to be careful that we're not just working with accounts.”

Lincoln Murphy (04:40):
“What we wanna do is get to a point where we can have some predictability”

Lincoln Murphy (07:12):
“And so even where we're planning, we're still gonna lag behind because we're not taking into consideration all of the growth from sales.”

Johan Nilsson (07:43):
“Customer success needs to take charge and make the plan"

Lincoln Murphy (10:51):
“If your CFO is coming to you with numbers that were pulled from some benchmark report, you as head of customer success, need to advocate for yourself and your team and push back on those numbers.”

Lincoln Murphy (12:58):
“Segmenting customers based on what you pay, is really just a continuation of that old school account management way of thinking.”

Lincoln Murphy (15:43):
“We really need to understand what our customer's appropriate experiences is and group our customers together like that.”

Johan Nilsson (19:12):
“Some things we do too high level, and this is one of the things you need to spend some time on”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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