High Touch or Low Touch? Maybe That’s Not the Right Question
JUNE 26, 2018
There’s an assumption in our industry about customer success (CS) that says that companies wanting to establish CS organizations need to quickly decide on the type of engagement model they’ll deploy for their various segments. The debate typically argues the merits and demerits of a high touch strategy versus low touch. The answer always boils down to people (high touch) versus technology (low touch).