Sharebird
Sign Up / Sign In

How do you decide between high-touch, tech-touch, and automation for different segments?

Answer
2 Answers
Scaling a Customer Success Team
  1. Rox Fitzmaurice
    Rox Fitzmaurice

    Jellyfish Director of Customer Success • May 14

    To get the balance right, you have to look beyond just the ACV. It’s about matching the effort to the complexity +  the potential of the account. You want to clear the path to value as fast as possible, regardless of how much they pay. Here is how to segment for maximum impact: $$ is more than the ARR Don’t just segment by spend. Look at complexity and growth potential. High-spend, high-complexity accounts need the "High-Touch" white glove treatment to navigate the friction. Long-tail customers ...Read More

    350 Views
  2. Nina Wilkinson
    Nina Wilkinson

    ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 7mo

    I say this a lot when we're building out capacity planning and hiring budgets, is the juice worth the squeeze? You only have a limited number of dollars to spend on your department, you have to stretch it to maximize the number of accounts you can help and take care of well. When you're investing those dollars to a specific segment are those dollars going to be well spent (i.e. are you going to have high renewal returns or increased expansion dollars), is that juice worth the squeeze. As you're ...Read More

    411 Views

Related Ask Me Anything Sessions

Ben Terrill

Seso Head of Customer Success, Ben Terrill on Scaling a Customer Success Team

August 5 @ 10:00AM PT

Register
Rox Fitzmaurice

Jellyfish Director of Customer Success, Rox Fitzmaurice on Scaling a Customer Success Team

May 14 @ 10:00AM PT

View Answers
Cormac Kelly

SurveyMonkey Sr Director of Customer Success, Cormac Kelly on Scaling a Customer Success Team

January 13 @ 10:00AM PT

View Answers
See All Upcoming AMA's

Top Customer Success Mentors