Customer Success Glossary

Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.

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High Touch

A high touch customer engagement strategy involves regular, one-on-one assistance from a dedicated Customer Success Manager for whom this might be their only account (but is more likely one of a handful of accounts). It is usually used for strategic or high-value customers that are often more complex and require one-on-one assistance.

How High-Touch Works

High-touch CS offers a personal guide for the customer. The CS manager becomes a highly visual part of the customer experience and an integral part of product deployment beyond the initial period of onboarding. This effort will take up a greater amount of a CS employee’s resources than a low-touch/tech-touch model. However, a high-touch engagement doesn’t mean the absence of digital engagement.


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