Getting a tech touch program started for a SaaS

Good day everyone! I am new to this community and so far i'm liking how helpful everyone is.

Currently I'm researching everything about tech touch programs since our CX department is interested in creating one.  I would love to know any real examples you may know of them (or if you do it) as well as:

• How are the customers targeted? do they base the content on what the customer has purchased, their use case, their industry, their persona, their region, etc?
• Where are they sending it from and how is it managed?
• Some best practices