CSM Assignment in Parent-Child Relationship

if you choose to manage your companies in custify in https //kb custify com/what is the parent child relationship , you may have questions about how csm assignments should function below, you’ll find answers to some frequently asked questions regarding csm assignments in a parent child relationship in a parent child relationship, should i assign the csm to both entities or just to the parent? the answer to this question depends on your data structure and the setup you currently have or plan to implement in custify to help you make this decision, consider the areas of the product that are impacted by csm assignment team performance one of the most significant area of the product where csm assignment affects the data is in the standard report for team performance in this report, you will find the following information for each csm number of companies they are assigned to; mrr per companies they are assigned to; global health score of the companies they are assigned to; csm rating of the companies they are assigned to; nps of the companies they are assigned to so if you assign the csm to both the children and the parent companies, keep in mind that this number might be inaccurate, if you do not want to count the children companies towards to csm’s workload or if you have a health scoring system that duplicates the data moreover, it might be difficult to properly evaluate the workload of each csm, in a situation where children companies do not require separate cs flows, in which case you might want to consider assigning the csms only to parent accounts playbook automations you can use dynamically the csm of a company in certain areas of the playbooks you can send emails to your customers dynamically from the company csm; you can send emails to the company csm (when certain criteria are met); you can send nps/csat surveys to your customers from their csm; you can automate the creation of tasks (in certain scenarios) which are assigned to the company csm; you can send notifications to the company csm considering these details, analyse how you plan to configure the workflows in custify if your intention is to create health scores for both child and parent companies, and you want csms to receive notifications when health scores decrease, then you should assign the csms to both the child and parent companies to ensure that notifications and tasks are correctly assigned to your team additionally, if you intend to target email or survey campaigns to both child and parent companies (for example, if your data structure involves parent companies with main contacts assigned to them and child companies with different users assigned to each), it may be advisable to consider assigning csms to both company levels this approach ensures that communication is sent accurately from the company level csm lifecycle automation a significant and valuable feature of the lifecycle module is its ability to facilitate task setup for your team, which are automatically generated and assigned to the csm, thereby enhancing process efficiency if your lifecycles apply to both parent and child companies (for instance, when a new child company enrolls and requires a specific onboarding process, regardless of whether the parent company has already completed onboarding), it is essential to assign the csm not only to the parent company but also to the child company this ensures that tasks are correctly assigned insights widgets there are various types of kpi reporting available in the insights module depending on how you are tracking your kpis, you can determine whether assigning the csm solely to the parent companies is sufficient or if you also need to assign them to the child companies for example if you have separate lifecycles for children and parents, and you wish to report on the number of companies in each status of the lifecycles per csm, it is necessary to ensure that the csm is assigned to both levels of companies if you have health scores established for child companies, and you want to report on the count of healthy versus unhealthy companies per csm, you should assign the csm to both the parent and child companies how can i automatically assign the parent’s csm to the children of a company? if you want to learn more about how you can automate the csm assignment, you can check https //www custify com/kb/knowledgebase/assigning customers to csms/ if you have flows in place that assign the csms to the parent company, here are the steps on how to set up the same csm to the children as well create a segment with conditions csm is \[…] and company level is 1 (you will need to create a segment for each csm’s parent companies) e g csm is michael and company level is 1 \[michael’s parent companies] create a segment with conditions company level is 0 and parent company is in segment \[…] (you will need to create a segment for the children of each csm’s parent companies) e g company level is 0 and parent company is in segment “michael’s parent companies” \[michael’s children companies] create a playbook for each csm’s children companies trigger is in segment; action assign csm e g trigger is in segment “michael’s children companies” => action assign csm michael