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Conference Presentation

TSIA Expert Panel: High-Touch and Low-Touch CSM Models

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Many Customer Success organizations are looking to evolve their segmentation strategies focused on both high-touch and low-touch CSM models. Both capabilities require people, processes, and technology. In this highly interactive panel format session, Phil Nanus, VP of Research for Customer Success for TSIA will help facilitate some of the key questions in addressing these two models including:

  • Do your high touch and low touch teams have different charters?
  • How do you think about staffing these teams (ratios, sourcing)?
  • What organizations do you partner with the most for each model (Support, Sales, etc)?


Presented By:

Phil Nanus

VP Research, Customer Success, TSIA

Dayton Semerjian

General Manager, Global Customer Success, CA Technologies

Mary-Beth Donovan

VP, Success Management, PTC

Publish Date: May 3, 2017

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Peg Rodarmel, SVP, Subscription Services, Infor

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