Smart CTA Prioritization: Helping CS Teams Focus on What Matters Most
May 21
3 min read
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Introduction
Recently, we’ve been hearing a consistent piece of feedback from Customer Success (CS) Leaders: “How can we help our teams prioritize CTAs more efficiently?” It’s a great question — and one that gets to the heart of effective customer management.
The truth is, many Customer Success Managers (CSMs) are juggling far more than 8–10 open CTAs at a time. It’s understandable — customers are complex, timelines shift, and business needs evolve. That said, there are smarter ways to work. And yes, it goes beyond using just High/Medium/Low priority tags or starring CTAs.
Here are a few proven strategies you can adopt today to empower your CSMs and give CS Directors better visibility and control via Gainsight.
Prioritize by Customer Value (ARR-Based Scoring)
One practical approach is to tie CTA priority to customer value — specifically, ARR/ MRR. Here’s how it works:
Assign a numeric score to the CTA priority: Low = 1, Medium = 2, High = 3.
Multiply this by the customer’s ARR.
The result is a score that reflects both urgency and business impact.
This method helps ensure enterprise and strategic accounts with high revenue potential don’t fall through the cracks, and lets CSMs focus effort where it matters most.
Use CTA Type & Reason to Signal Business Objectives
3. Score-Based Workload Balancing
4. Balance by Business Goals & Strategic Focus
5. Automate Where Possible
Conclusion
CTA overload is real, but it doesn’t have to be unmanageable. By applying structured prioritization strategies in your CSP instance — based on ARR, CTA type, effort scoring, and business goals — CS teams can work more efficiently and effectively.
The result? Less stress, more impact, and a clearer view for CS leaders into how time is being spent — and how success is being driven.
For more details on improving ROI with Gainsight, feel free to reach out to us at Wigmore — we’re here to help.
