Customer success models: high touch, low touch, technical touch, and community touch

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A customer success model, also known as an engagement model, is a framework for how your company handles the post-sales onboarding process. “Onboarding” refers to guiding your customers through the transition to using your new product and ensuring they have the skills and knowledge to use it successfully.

There are four main models you can follow when conducting cayman islands telegram number database onboarding: high touch, low touch, technical touch, and community touch. In this article, we’ll explain each model in detail and share some customer success case studies.

Table of contents
1. What is Customer Success?
2. 4 Customer Success Models
High touch model
Low-touch model
Technical touch model
Community Model
3. Customer Success Case Studies
Salesforce
Saint-Saens
4. Number of accounts per customer success manager
5. Conclusion

What is Customer Success?
 

Customer Success is a department that’s often confused with Customer Support, but in reality, it’s much more involved in making sure each new customer is able to integrate their solution and see results. While Customer Support will typically wait and respond only when a customer requests help, Customer Success takes a more proactive approach and often meets 1-1 with customers to help them through everything from planning and setting goals to actually using the solution to reach those goals.

 

The rise of SaaS and other subscription-based businesses first popularized Customer Success. Subscription models require customers to renew their subscriptions monthly or annually and continue to feel the benefits of doing so. With Customer Success, you can keep each customer engaged and retain more customers over the long term.

4 Customer Success Models
 

Customer Success teams must determine which of the customers they manage have the highest LTV (lifetime value) and then allocate limited resources to them to keep them engaged and satisfied. Customer Success models are based on the idea of ​​prioritizing high-value customers with the highest engagement. The four models we'll look at today are high-touch, low-touch, technical-touch, and community models.