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)?

 

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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