High-Touch Challenges?

I wanted to open up a discussion to the forum around challenges that organizations may be facing in the High-Touch space.

This segment would include clients where Customer Success Managers:

• Have regular engagement based on relatively high ACV for your portfolio
• Enterprise customers
• A large user and/or admin base
• Any other dynamics that you have deemed the need for ongoing, close contact

As the Customer Success industry continues to evolve and become more sophisticated, I'm curious as to any themes or significant obstacles that leaders or teams are encountering when it comes to driving success with these customers. 

The question isn't how you segment these customers, the question is - are you consistently seeing challenges that force you to rethink how you engage with your high-touch customers? 

I appreciate any insight on this theme, or any threads where this has been discussed.


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Ja'Rod Morris
Tribe Strategy
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