CSM Strategy: To Charge or not to Charge, That is the Question!

To charge or not to charge—that is the question. Whether 'tis wiser in business to bear the weight of client expectations freely, or to draw a line with cost, relieving the strain of boundless demands. For behold, Salesforce, noble leader of the CRM industry, has boldly chosen to charge for the CSM, embedding these services alongside the professional services team. As a pioneer in the art of CSM, set forth to ensure retention and satisfaction, Salesforce charts a path that stands boldly against the winds of common thought—that CSM should be offered without price!

Enter now the SWOT analysis, unveiling strengths, weaknesses, opportunities, and threats that might steer us to wisdom in this choice, balancing gain against risk in the realm of customer success.

To charge or not to charge—a choice that depends upon the complexity of one’s product, the shape of the business model, and the multitude of clients. As the SWOT reveals, a charged CSM brings revenue and value to high-value, complex products, while a free CSM nurtures loyalty and flexibility but uncertain returns. Thus, the scales tip, not toward one answer, but towards the strategic consideration of each company’s unique circumstances.

Thank you Steve Obia , Erik Draijer and Ty Raia for their help to write this article.