High / Low / Tech touch is outdated (do this)
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- The outdated concept of high-touch, low-touch, tech touch and its influence on Appropriate Experience (AX)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.
~Lincoln
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.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...