Someone asked, “I'm looking to move more accounts that are not paying us enough to a low touch motion. Any suggestions on how to do that?”
There's A LOT to unpack in that question.
And Johan and I did just that - in great detail - in this week's episode of our Impact Weekly podcast that just dropped today.
In this episode we discuss how you should approach this question, specifically:
- The outdated concept of high-touch, low-touch, tech touch and its influence on Appropriate Experience (AX)
- The importance of AX in customer segmentation for scale
- The opportunities of Customer Success as a growth mechanism
- And a LOT more.
I rarely say this, but this episode is really good and you should definitely listen.
BTW: Our next Head of CS training starts on 8-May.
And for CSMs, we've broken our training into four areas of focus: Onboarding, Success Plan, Retention, and Expansion.
Our Success Plan training starts on 8-May as well.
While these are virtual trainings - a mix of recorded content and live Zoom sessions - it's very interactive and hands-on so space is necessarily limited.