We have a strategic CSM, focussed on deployment, engagement and ensuring the customer sees ROI from their purchases. We also have an AM, responsible for all commercials including the actual renewal. Between them, we need to know they are in control, and as well as health scoring and other insights, I believe a confidence measure would be good.
Has anyone done something like this before?
Question
What do you do to track "confidence" in the AM/CSM's control of a renewal?
+1
We are doing this. We’ve created a lower granularity object to capture a score or every renewal that we then roll up to our health score.
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