Tech Touch

How to remove a CSM from a customer and replace with Tech Touch?

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How to remove a CSM from a customer and replace with Tech Touch?

A challenge many organisations face, especially those who are scaling quickly is just…; “How to remove a CSM from a customer and replace with Tech Touch?”. If you are a CSM, think about your customers and how would they react if they no longer had a direct line of communication with you. Your business is … Read more

Progressive ‘Right Time, Right Touch’

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Progressive 'Right Time, Right Touch

My key takeaway from Day 1 of Pulse Everywhere 2020 was Fred Muller’s (@Citrix) revised segmentation approach. An approach away from the traditional three tiered High Touch, Medium/Low Touch, Tech Touch pyramid that we have all become familiar with over the last several years. Migrating to their Progressive ‘Right Time, Right Touch’ segmentation model. This … Read more