What is the best argument for High Touch, Low Touch, Tech Touch? - SmartKarrot l Customer Success Software
Episode 29 01:11 May 9, 2023
What is the best argument for High Touch, Low Touch, Tech Touch?

In this Episode

Some companies have a very high-touch white glove treatment. Others have a very self-paced tech-touch approach. Something to consider for all: Hybrid Touch – to cater to all customers appropriately in the separate phases of the journey!


We’ll move on to process a little bit more.. what are we seeing change and what should organizations prepare for? Are there some learnings we have seen.. moving from a retention based processes to also leveraging expansion? What changes in the process?

Donna Weber
You know.. lot of people talk about.. high touch, a low-touch or a tech touch. Well, I like to talk about a hybrid touch. You know, I’ve helped companies who have a very high touch white glove treatment, but we can add in a tech touch moment here and there to help them scale. Other companies have a very self-paced tech touch, but you can add in a high touch moment to really get them to value, to avoid drop off during a trial or.. during early stages.

So again, we really need to think about it from the customer, not just from internal perspectives. What behavior are you trying to drive? And then that’s gonna help inform the processes as well.

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Donna Weber

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Prithwi Dasgupta

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