Engagement Model - High, Medium, Low Touch

Ravi Desai

Hi all, 
    I am in the process of defining a prioritization for my designated CSMs within their book of business.  I would like for them to deepen their engagement on their top customers.  I would love to hear any feedback, suggestions on High, Medium and Low Touch Engagement models and how they defer in activities. 

Look forward to your suggestions. 

thanks,
Ravi

Pam Micznik

As a Customer Education professional, I am very interested in the concept of CS High Tech, because I think it means you are going for an in-app product. I think this article might be of some use.

Patti Shank, PhD's article about macro and micro learning can shed light on how to use in-app tours to deliver training and content.

• Micro-Learning: "Short but complete learning experiences." Clark Quinn
  • In-app displays step-by-step instructions to complete a task within the application
• Micro-Content: Short article or video (no other interaction)
  • In-app displays or links to a short article, picture, gif, or video
• Macro-Learning: Training courses (Instructor-Led or Self-Paced)
  • In-app displays links to relevant courses

Which job title do you think responsible for each part?