ON TODAY’S EPISODE:
Are you looking to move accounts that are not paying enough to low touch motion? In this episode of Impact Weekly, Johan Nilsson and Lincoln Murphy provide tips on how to do just that. They discuss the concept of high-touch, low-touch, tech touch, and how it influences appropriate experience, the importance of appropriate experience in customer segmentation, and the opportunities of customer success as a growth mechanism. This week's question sparks a conversation on how to approach low-touch motion and the challenges that come with it and provides insights on how to provide the right customer experience for different segments and grow your customer base.
THIS WEEK’S QUESTION: “I'm looking to move more accounts that are not paying us enough to low touch motion. Any suggestions on how to do that?”
TOPICS BEING ADDRESSED:
* The concept of high-touch, low-touch, tech touch and its influence on appropriate experience
* The importance of Appropriate experience in customer segmentation
* The opportunities of customer success as a growth mechanism
QUOTES:
Lincoln Murphy (03:20): “We know that some customers who pay us a lot really don't want what we would give them under this high-touch model.”
Lincoln Murphy (04:08): “We need to get away from the high touch tech, touch low touch”
Lincoln Murphy (06:26): “if you're not taking into consideration the customer's appropriate experience, then none of this really matters.”
Lincoln Murphy (11:51):”Understanding the AX based customer segmentation will ensure that you have the right people in the right places”
Johan Nilsson (14:36): “The appropriate experience does not necessarily go hand in hand with the revenue you get from that customer”
Lincoln Murphy (22:59): “You can use automated messaging to act as the glue between those synchronous engagements.”
Lincoln Murphy (25:02): "Putting their first name in the message is not actually personalization”
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
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