Published: 02 May 2023
Tech touch is a proven approach for the long tail of smaller customers. However, CSOs focused on delivering proactive customer success at scale should consider implementing tech touch across all customer segments to complement human-powered interactions along the customer journey.
A tech-touch approach is not simply “self-service”; it also combines personal human interaction at scale.
The tech-touch model was born out of a desire to extend the customer success to smaller customers. However, savvy CSOs take lessons from this approach and weave them into a high-touch customer engagement.
The growing application of conversational AI within the customer success function is laying the groundwork for a transformation evidenced by the advent of “digital customer success managers.”
To increase the effectiveness and reach of customer success management (CSM), chief sales officers should:
Deploy tech touch to engage with smaller customers where product simplicity
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