Is Bandwidth the Miracle Cure for CS Burnout?
The Roadmap to Sustainable Growth
Regular exercise is often known as a miracle cure. One habitual exercise routine can solve upwards of 20 different serious medical conditions afflicting different parts of the body. What other single prescription can address issues across coronary (heart), pulmonary (lungs), cirrhosis (liver), myopathy (muscle), and even psychological conditions like insomnia and depression?
As it turns out, the human body rewards itself when it does what it was built to do: exercise. I believe there’s a similar relationship between the optimal performance of a CS team and available bandwidth.
Across 20 years in SaaS, I’ve seen too many internal CS team surveys come back with lack of bandwidth being the #1 issue. Handling multiple customer accounts, troubleshooting, increased reporting demands, and retaining customers comes with a cost. The burnout and fatigue that every CS executive comes across in their everyday life. While CS leaders and teams both recognize huge efficiencies with technology and organization, both continuously note that available bandwidth is fleeting. Even worse, once a team gets behind its task tempo; it tends to stay behind. And a team gasping for air is not applying its greatest strengths, being the human counterpart to a human customer and driving the feeling of mutual love.
Teams scrambling to catch up are prone to skip needed preparations for say, upsells. Teams caught in the fatigue of everyday rut fail to recognize renewal signals happening in real-time because they just aren’t looking anymore. The list of oxygen-deprived CS issues gets pretty scary: incomplete tasks, missed deadlines, drop in quality of work, proactive is abandoned for reactive, and some of the most important cerebral efforts of creative problem solving for renewals and upsells simply get neglected.
Available Bandwidth = More Breathing Space
Let’s reverse this and give the CS team a strategic advantage in the marketplace. Available bandwidth returned to the CS team lets amazing breakout moments happen. With bandwidth, CSMs can take on complex issues in stride, even in the middle of a hectic average day. With bandwidth returned customers become partners, CSMs and their counterparts become trusted allies, and the increased revenue numbers begin speaking loudly for themselves. Your CSMs are the indelible impression and lasting human-to-human relationship drivers with your customers; help them be their absolute best. Available bandwidth is the miracle cure for an optimally running CS department.
Technology can help defend against burnout, and provide more bandwidth. Software-assisted notifiers, organization, and prioritization metrics can help CSMs stay on pace and keep their head in the game. Intelo.ai leverages machine learning technology built specifically for the CS department and uses advanced pattern-recognition to uncover the true assessment of any one single account, or a portfolio of accounts, or even an entire customer base. This allows all CS team members to stay afloat of their workloads and to remain proactive in their duties. At Intelo.ai, we built this software to ensure the best and most financially impactful CSM capabilities would be protected and promoted: creating customer love at scale.
Intelo.ai’s dashboard snapshot.