Capacity Planning for Customer Success: A Practical Guide
SmartKarrot
FEBRUARY 17, 2021
Simply put, to calculate customer success capacity planning, you basically need just two information: Number of hours needed per month for all your customers (A). Number of hours a CSM can allocate to customers in a month (B). So, the number of CSMs you need (C) is: C = A / B. Is it that simple? Of course not. There’s so much more to it. Let’s explore!
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