Circles of Success - Pulse 2017 - High Touch Customer Success

During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community.

One of the topics we discussed was High Touch Customer Success. Here are a few of the questions that we discussed:

1. What does high-touch customer success really look like? How do you have valuable discussions with enterprise clients?
2. What are some best practices for high touch customer success with large, enterprise clients who are extremely technical?
3. How do you know how much investment of time to expect from your customer?
4. How do you avoid falling into the trap of just doing everything for the customer, instead of enabling them to do it for themselves?

Please share your best practices on this thread to keep the conversation going (include the specific question in your post). Please also follow this thread if you're interested in additional Circles of Success activities related to High Touch Customer Success.