Customer success capacity planning is the process of forecasting and preparing for the resources (such as personnel, time, and budget) needed to effectively support and retain customer accounts. This involves analyzing data on customer needs, usage patterns, and other factors to determine the level of support required to ensure customer satisfaction and success. Capacity planning helps businesses allocate resources effectively and ensure that they have the capacity to meet the needs of their customers.
Capacity Planning is part of our Engineering Career Leveling Framework. Explore next steps in your career from this industry-standard model.
Curated Learning Resources
- Planning the capacity of your Customer Success teamDerek provides the step to answer the question, "How many CSMs do we need to deliver the service-level we want without overspending?" Step 1: Figure out the Capacity of a CSM Step 2: Decide on your desired service-level Step 3. Deliver without Overspending Iteration: the Service Level or your Price point Testing and improving your Model
- Capacity Planning: A Step-by-Step Guide and TemplateThis guide to capacity planning has 3 steps: 1. Set the stage: what will capacity planning be used for? 2. Build out a typical week's work for each individual 3. Summarize how time is being spent 4. Agree on next steps