Best Practice Report

High-, Medium-, And Low-Touch Treatments — Customer Segmentation Considerations

December 31st, 2018

Summary

In B2B, the ability to achieve value from an offering or a service depends on the customer’s needs. To address this, customer success teams can use various elements beyond revenue to segment customer treatments into high touch, medium touch, and low touch — choosing to focus on a human touch, a blend of human and digital, or a low or an exclusively tech-touch approach. In this report, we discuss how B2B customer success leaders can enhance account segmentation, improving their ability to provide a positive customer experience.

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