It would be sweet to have capability within a support ticketing tool or CRM to track the “cost” of a given client or topic. When the agent logs a transaction, they’d record their perceived cost to the transaction. The system would capture this information against client, topic, and type of support. A type of support might be “one-on-one” or “workshop.”
Obviously the former is a lot less efficient way of supporting. If the system logged this information, it would be much easier to see when we’re “in the red” for one-on-one support, and that we should host a workshop for a given topic.