Digital CSM and Support team are very closed in a way that CSM wil deal with the proactive part when Support team will handle reactivity.

CSM to Support

Digital CSM will inform support team whenever

• Mass Reactive action that need to be implemented
• Mass communication that may trigger tickets
• There is a need to know the customers who raise the most tickets (in order to interview them)

Support to CSM

Support team will contact CSM team about

• Main customers in pain
• Main issues raised and that need to be addressed at scale
• Triggers of ticket creation

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