The guide to book shifts in customer success

The Guide to Book Shifts in Customer Success offers comprehensive insights into the complex process of reassigning customer accounts between different customer success managers (CSMs). Authored by the team at ChurnZero, it addresses the challenges, best practices, and considerations involved in undertaking a book shift.

The guide outlines various reasons why companies undertake book shifts, such as adjusting to staffing changes, rebalancing workloads, aligning customers with CSMs based on factors like region or industry, and enhancing team efficiency and support. It emphasizes the importance of strategic planning and communication throughout the process. And, it presents a seven-step framework for a successful book shift, starting from formalizing objectives to closing out the project. Each step is meticulously detailed, covering aspects like planning, evaluating current books of business, verifying CSM headcount, developing a reallocation plan, implementing the shift, and closing the project.

Additionally, it provides insights into redesigning customer segmentation strategies, highlighting common approaches, and offering practical advice for determining the right segmentation model for a business.