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Building a High-Touch Engagement Model with a Horizontal Product

Speakers: Sylvie Woolf

Session Abstract

It can sometimes take a hundred interactions to build a strong, long-lasting relationship with a customer—but only one to break it. In high-touch CSM, you get a lot more chances to deepen those bonds and you can take a lot more personal care to avoid mistakes. But when your product is horizontal or your business model relies on a long tail of customers, you only get so many chances, and each one is pivotal. Head of Success and Solutions Sylvie Woolf shares actionable ways to structure your success strategy to deliver high-touch experiences to every customer.

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