8 Main Types of Online Advertising

[monira#$1244]

High Touch: A dedicated Customer Success team focuses their efforts on accounts that are new to San-san, during the integration phase, in order to ease them into the tool and encourage frequent usage. Additionally, they ensure comprehensive customer support during the customer retention phase to prevent churn.

 

Medium Touch: Provide support between high and low touch 2 months after the customer integrates San-san. Provide close follow-up via phone and email, rather than spending time in individual meetings.

 

Tech Sense: During the integration phase, new customers receive support via phone and email in addition to regular meetings. During the operations phase, San-san hosts educational webinars to chile telegram number database increase usage. Finally, during the customer retention phase, dedicated sales staff follow up with each customer via phone/email at regular intervals to identify any risk of churn and respond early. 

Finally, let’s look at the number of accounts each Customer Success Manager should typically be responsible for.

 

HiCustomer, the company that created the CSM platform (also known as HiCustomer), conducted a survey of Customer Success Managers in March 2020 and published the results in their Customer Success Whitepaper .

 

According to the white paper, the most common number of companies each customer success manager is responsible for is 16-50 (32.7%), followed by 51-100 (26.9%).

 

Because strategies vary by business and product, we can’t specify the number of accounts each Customer Success Manager should be responsible for, but you can use this data as a guide.

Summarize
 

If you’re just getting started with customer success, it’s best to deliver high-touch engagement for every account until you have a clearer picture of which high-value accounts you need to focus on. Additionally, to implement a technical touch strategy, you’ll have to prepare a variety of video, email, and manual content, as well as online events like webinars. This can take a long time to prepare, but once you’re able to delegate resources to the most important accounts while still keeping lower-value accounts engaged through automated content, you’ll be able to significantly reduce costs and it will pay off in the end.