Why you need a hybrid touch
Donna Weber
I help high growth companies increase customer retention and grow profits | Top 25 Customer Success Influencer | Tea Snob
We talk about high, low, or tech touches in Customer Success. But are you providing the right touch for the right user at the right time? You may need to deliver a hybrid touch throughout the customer's journey.
Why it Matters: ?I worked with a company that delivered a high touch for all customers with their very technical and smart Technical Success Managers (TSMs). But in order to engage and onboard the customer swiftly we built in automated welcome emails the minute the deal closed. We also required new customers to take prerequisite self-paced courses before they engaged with their TSM to allow TSMs to focus on what's unique to the customer use cases rather than deliver basic repeatable content over and over again.
Explore moments where high touch drives customers forward to obtain value in your product, while also delivering lower or automated touches that allow your teams to scale.
Dive deeper: Read the articles "It’s A Jungle Out There – Of Content That Is (Part 1)" and Part 2
CCO @ Manual.to | Professional Co-Active Coach
1 年Hi Donna, Thanks again for another really interesting insight. For us at Manual.to we have really settled on the hybrid model that you discuss. Some customers love to have access to self learning content so they can experiment and create their work instructions. Others use the chat function and are great at asking lots of questions. We aim to have a physical onsite touch point with all customers where possible. It's great to be onsite with them to understand their needs. We aim to demonstrate it's not just our software but also how our customer success team of experts can support them. In the end its all about delivering that value to our customers, especially post sale.