Baseline Metrics
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The Friction-Frequency Audit
Estimate hours spent on operational bottlenecks
Manual Onboarding
Time spent manually provisioning, emailing, and training a single new user
hrs/customer
Data Entry & Admin
Time spent syncing CRM, writing notes, and internal reporting
hrs/week/CSM
Manual Check-ins
Time wasted on 'just circling back' emails and low-value calls
hrs/week/CSM
Ghost-Recovery & Firefighting
Time spent chasing unresponsive accounts or fixing broken setups
hrs/week/CSM
Total Stolen Hours:400 hrs/month
Onboarding: 60 hrs (3 hrs x 20 customers)
CSM Tasks: 340 hrs (weekly x 4 weeks x 5 CSMs)
50.0% of 800 available hours consumed