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Research Report

Scaling Customer Success with Low and Digital Touch

This report is for Customer Success members only

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This research report, highly requested by TSIA members, examines the major differences and industry trends surrounding the go-to-market strategy of segmentation of low touch and digital touch. In light of the global pandemic, how has the industry pivoted to engage more of its customers? What changes are taking place from 2018 to the present as a result of the global economic changes and virtual work? This report addresses those questions and examines key industry changes in low touch and digital touch engagement strategies so that companies can scale their customer success organizations accordingly.

Authored By:

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Marc Troyan

Senior Director, Customer Success Research, TSIA

Publish Date: December 13, 2021

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