High / Low / Tech touch is outdated (do this)

published5 months ago
1 min read

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  • The outdated concept of high-touch, low-touch, tech touch and its influence on Appropriate Experience (AX)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.

Listen to the podcast here.

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.

Check out the courses and sign-up today.

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.


Lincoln Murphy

I invented Customer Success

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