Capacity planning is the process of determining the number of accounts and ARR a single CSM can manage without sacrificing quality or health.
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How is capacity calculated beyond just "Accounts per CSM"?
A refined model looks at "Time per Account Tier." For example, Tier 1 (High Touch) might need 10 hours/month, while Tier 3 (Tech Touch) needs 0.5 hours/month. Total capacity = Available CSM hours / Weighted Account Load.
Knowledge Challenge
Mastered CSM Capacity Planning (Refined Model)? Now try to guess the related 6-letter word!
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