Customer-centric Growth by Lincoln Murphy

Pooled CSMs: Benefits, Challenges, and Requirements for Success

The concept of pooled CSMs, where a pool of CSMs manage a portfolio of customers without dedicated account ownership, has emerged as an alternative approach to CSM org design. Here’s a breakdown of the current thinking on pooled CSMs, including the key requirements for success.

Potential Benefits of Pooled CSMs

Potential Challenges of CSM Pools

Requirements for Success in a Pooled CSM Model

The Ideal Use Case for CSM Pools

Pooled CSMs are best suited for organizations with a large number of low-complexity accounts with an AX heavily-weighted toward Async or Self-service. 

These are typically customers with:

(note how what the customer pays is not a consideration here)

The Rise of Hybrid Engagement Models

Similar to pod structures, many organizations are adopting hybrid models that combine aspects of both dedicated and pooled CSM approaches. This allows for:

The Future of Pooled CSMs

The future of pooled CSMs likely involves:

In conclusion, pooled CSMs offer a viable CSM org design option for specific scenarios. By understanding the advantages and limitations, implementing the necessary requirements for success, and potentially adopting a hybrid approach, organizations can leverage pooled CSMs to achieve scalability and efficiency while mitigating potential challenges.

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