At present, our process is very similar to this (using Timeline/Success Planning) but if a CSM is managing 70 Customers and they are promoted or moved to a different segment OR are leaving the company, 70 CTAs can admittedly become cumbersome. Timeline allows you to date stamp an entry. CTA allows us to have standardization and accountability that the transition has indeed happened and creates efficiency by sending an OOB email through email assist to inform the customer of the change. So all good reasons to use a CTA BUT is there a better way we are not thinking about.
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