We are in the process of developing our “tech touch” strategy through using both Outreach and Programs through Journey Orchestrator. Our goal of leveraging this approach is related to driving the improvement of performance outcomes and strengthening the relationship with our clients at different moments in time in their lifecycle. Examples of programs we are looking to build out are the following:
- Theme: Welcome/Introductions: Goal is to introduce the client to their CS Team and understand the services they can expect
- Theme: Client Performance: Goal is to support clients with their ramp-up on our software/services by providing milestone based communications regarding their performance
Many of the approaches I’ve been reading about are more about adoption/usage of products and this does not completely align with the strategy we are developing.
Interested in hearing from other users who are leveraging a similar approach and learning any key take-aways/lessons learned you’ve noted along the way. Thanks in advance!!