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Would anyone have best-practices and/or recommendations regarding measuring TAM workload and impact?
Having recently taken ownership of a relatively new Technical Account Managers team and completed a strategic review of the service, there are two key requirements on which I'd appreciate any input. We're already developing some ideas on both counts, but thought we'd ask here so as to not needlessly reinvent the wheel.
Although my questions specifically speak of a TAM offer, I do believe any concepts applied to similar roles (e.g., CSMs) could be relevant.
1) How do you measure TAM workload and/or account effort?
It seems essential to ensure that accounts are assigned to TAMs that have the available bandwidth to offer them the best possible experience. Meanwhile, the amount of effort required by a given account may vary quite largely. Has anyone identified methods to measure account effort and TAM workload in order to optimize account assignment?
2) How do you measure and show TAM impact?
I do not think anyone here needs to be convinced that TAMs can positively contribute to the overall experience of customers, and therefore positively impact expansions and renewals, but have you found successful ways to directly measure and show these effects? There of course seems to be a list of more obvious KPIs but they generally may appear as somewhat indirectly correlated. What has been successful for you and your organization?
Thanks in advance to all!