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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.
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.