High / Low / Tech touch is outdated (do this)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- The outdated concept of high-touch, low-touch, tech touch and its influence on Appropriate Experience (AX)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
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...