My org currently attaches a CS line item to SOWs, complete with hours/month of CSM time. I'm struggling with it on a few levels, and I'm curious if we can (or would even want to) make this successful.
As I see it:
- We are not a cost center. It's clear that CS is a source of revenue.
- We have clear SOWs and can turn to them when clients push the boundaries.
- Resourcing plans are easier - we know how many hours we "owe" our customers and can staff to that number.
- Lots of confusion (for customers and internally)... (More)