Tech Touch Customer Success: How Automation is used to Scale Customer Retention
The objective of a Customer Success strategy is to retain and grow customers.
When done successfully, an organization will inevitably face the challenge of scaling Customer Success operations.
Operations are scrutinized for operational effectiveness with process, best practices and automation being the typical targets for optimization.
Rightfully so.
Tech-touch and automated self-help are key to a company’s growth strategy but an organization needs to know what it is codifying and how that drives customer success in order for automation to be successful.
Read how to implement an automated customer-centric, engagement methodology.
Revenue and Growth Advisor
4yKia Puhm - I recently watched a webinar on tech-touch strategy for CS and since then a few questions been lingering on my mind. I'm very happy to read your article. Specifically I liked two things: 1. While automation is needed for scale, codifying inefficiency won't work --> "A holistic, customer engagement methodology that drives repeatable customer success is key to scaling." 2. Not many really believe in this but this does make sense -->"Tech-touch Benefits All Customer Segments" Thank you for sharing!