The High Touch Customer Success e-book explains that managing large, complex accounts requires both strong relationships and rigorous processes. With renewal expectations above 95%, losing a single high-value client can devastate revenue, making risk management and stakeholder engagement critical. Best practices include logging risks in CTAs, executive check-ins, structured Voice of Customer programs, and segmenting multiple business units with Relationship 360. Success Plans align customer goals with internal teams, while Email Assist and scorecards streamline communication and highlight upsell opportunities. Cross-functional processes with Product, Services, and Support ensure value delivery and mitigate risk.

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