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https://www.thinkhdi.com/library/supportworld/2016/staffing-ratios-for-support.aspx
On average, each employee contacts support twice per year (.16 times per month) and average handle time is 7 minutes, by phone or email. Each organization has the same number of employees. Do they need the same number of support staff? It’s pretty obvious that they don’t, so a ratio is useless in this case (and in many real-world cases).
https://www.saastr.com/average-ratio-support-staff-customer-counts-saas-model/
What is the average ratio of support staff to customer counts in a SaaS model? by Jason Lemkin Career Growth & Advice, Customer Success, Customer Success, Early, Q&A. Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in …
https://www.quora.com/What-is-the-average-ratio-of-support-staff-to-customer-counts-in-a-SaaS-model
Oct 21, 2017 · It varies drastically based on the customer types, number of users within a customer, product complexity, and go-to-market strategy (self-service vs. full service). Ball parks could be: * Customer success - normally 1 CSM for each 5–200 businesses...
https://www.gainsight.com/customer-success-best-practices/customer-success-csm-ratio/
Aug 15, 2019 · How to Determine the Best Customer Success Manager (CSM) Ratio. When planning a Customer Success Management organization, or just trying to prepare your budget for the coming fiscal year, the question that always comes up is "What is the ideal ratio of Customer Success Managers (CSMs) to the number of customers?
https://community.spiceworks.com/topic/936427-it-support-to-end-user-ratio
May 07, 2015 · Hi, I manage a Helpdesk in a commercial environment, fortunately we are in a growing market at the moment and the company is growing. I want to establish some idea of the ratio between end-users and IT support analysts in similar (commercial) environments.
https://www.techrepublic.com/blog/decision-central/deciding-the-proper-user-it-support-ratio/
When figuring out staffing in your IT department, one of the hardest thing to do is to figure out exactly how much support staff you need based on the number of users you have. Here's a video from ...Author: John Sheesley
https://orangematter.solarwinds.com/2018/05/30/whats-the-average-service-desk-to-employee-ratio/
That’ll put a greater strain on the staff, and usually will require a deeper support bench. These questions can all indicate a different amount of pressure on your help desk staff, which makes the ideal ratio difficult to pin down.
https://sixteenventures.com/account-coverage-ratio
About Lincoln Murphy. I am a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker and have helped drive exponential growth across the entire customer lifecycle for more than 1000 companies worldwide I wrote the Customer Success book which you can buy at Amazon. If you need help growing your company or would like me to speak at your event, please contact me.
https://www.industryweek.com/the-economy/public-policy/article/22007831/it-matters-it-support-staffend-user-ratio-short-of-ideal
Survey results also indicated that CIOs from the largest companies (greater than 1,000 employees) were closest to their ideal level of technical support, with a ratio of end-users to IT staff …
https://www.techrepublic.com/article/what-is-a-reasonable-end-user-tech-support-ratio/
Concerns of cost control combined with quality of service often make finding the optimum end-user to tech-support ratio difficult. There are a variety of factors that affect the number of support ...Author: Singer Singleton
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