High Touch to Tech Touch - Tips on making the transition?

User: "amarahub"
Updated by Heather Wendt

We have decided to segment our customers by high touch vs tech touch. Up until now, all of our customers have had their own account manager. [We will still have an account manager for the tech touch segment but only for escalations].

Any tips on how to explain to customers that they won't have an account manager assigned? Any tips from anyone who has made this transition?