Best practices for 1:many communications

  • 31 August 2016
  • 2 replies

Our CSM team often engages with our customers through a 1:many method (i.e. 1 communication reaches many customers). To guide customers along the right journey, we use 2 approaches: CSM Touches and Tech Touches.

Our engagement with customers differs depending on their lifecycle stage. We use Calls to Action (CTAs) in Cockpit to remind the CSM when to reach out at critical points. We use Journey Orchestrator for Tech Touches. 

For more information on this topic, click here to view my full blog post.

And now we'd love to hear from you! How do you structure your 1:many strategy?

2 replies


Hi, @allison_pickens,

I just came across this article as we are looking into implementing tech touch. You above link to google can’t be open, maybe you can point me to the right one.

Also any material you have that can help us setting it up would be very much appreciated.




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Hi @swen Sorry about the broken link. You landed on a post from 3 years ago and our processes, best practices, and recommendations have definitely evolved since then! You can access more recent webinars and blogs on how we manage the customer lifecycle and tech touch here