What kind of KPIs can I hold my team accountable for if they're extremely bandwidth constrained?

When bandwidth is extremely tight, focus on high-leverage KPIs that align with essential business outcomes and don't create unnecessary admin overhead:

1. Must-Have Metrics

• Critical account retention rates

• Revenue at risk identification

• Core product adoption milestones

• Basic customer health scoring (simple red/yellow/green) - AI generated and not CSM-owned (NO MANUAL SCORING!)

• Minimum touch frequency for key accounts

2. Efficient Activity Metrics

• % of proactive vs reactive work

• High-risk account coverage

• Essential QBR completion (top accounts only)

• Response time to critical issues

• Key milestone completion rates

Crucial Adjustments:

• Segment customers ruthlessly - focus metrics on top/strategic accounts

• Simplify reporting - weekly numbers only for what's truly critical

• Automate what you can (basic health scores, usage alerts)

• Cut nice-to-have activities entirely

• Accept "good enough" on non-critical accounts

What to Skip:

• Detailed activity tracking

• Complex scoring systems

• Non-essential customer touchpoints

• Granular feature adoption metrics

• Extensive documentation requirements

The key is choosing 3-5 metrics maximum that:

• Have clear business impact

• Are simple to track

• Don't require manual data entry

• Focus team on highest-value work