RE: Customer Success offer - how do you manage service entitlements, at a site, enterprise, etc?

Paul Trapani
Paul Trapani Founding Member | Scholar ✭✭
in Customer Success

Working on several levels as we are monetizing our CSM offer, an Advanced level - and an Advanced Enterprise level. I'm interested in understanding how best to allocate the CSM engagements when multiple sites are engaged in an Enterprise level (global most likely) contract. Do I ask the customer to nominate a select number of sites for related services, or require those sites to engage in another packaged CSM level?

Answers

  • David Perrault
    David Perrault Founding Analyst | Expert ✭✭✭

    @Paula Morency can you please share a bit more details about the specifics of your situation?

    My experience has been that our proposal to customers was tailored to their needs, i.e. a single dedicated Global CSM or a Global CSM, supported by local CSMs if the customer has a very distributed user base. Priced accordingly. The operational model thought of the later is more challenging and requires good coordination across multiple timezones.

Categories

Go to the TSIA Portal for more information and insights.