What is a High Touch Customer Onboarding Model?

4 min read

What is a High Touch Customer Onboarding Model?

In the realm of customer onboarding, businesses strive to provide a personalized and exceptional experience to their customers from the very beginning. One approach that emphasizes this level of personalized attention is the high-touch customer onboarding model. This model focuses on building strong relationships with customers by offering extensive support, tailored guidance, and direct human interaction throughout the onboarding process with the help of a customer onboarding platform. In this article, we will explore what a high-touch customer onboarding model entails, its benefits, and best practices for implementing this model effectively.

Understanding the High Touch Customer Onboarding Model

The high-touch customer onboarding model revolves around providing customers with a personalized and hands-on experience (as opposed to the low-touch customer onboarding model). This approach acknowledges that each customer is unique and may require different levels of support and guidance during the onboarding process. It involves assigning dedicated onboarding specialists or teams to work closely with customers, addressing their specific needs, answering questions, and providing assistance every step of the way.

Benefits of a High Touch Customer Onboarding Model

Implementing a high-touch customer onboarding model can bring several benefits to both businesses and their customers:

Customer Success Enablement: Through the high-touch model, businesses can set a solid foundation for customer success. Customer Success Managers can identify opportunities for upselling or cross-selling, understand customer goals and challenges, and align the product or service to meet those needs effectively.

Personalized Experience: By offering direct human interaction and tailored guidance, businesses can provide a personalized onboarding experience that caters to each customer’s specific requirements. This personal touch creates a sense of trust, establishes strong relationships, and increases customer satisfaction.

Proactive Problem Solving: In a high-touch model, onboarding specialists can proactively identify and address potential challenges or roadblocks that customers may encounter during the onboarding process. This level of attentiveness ensures a smooth onboarding experience and reduces customer frustration.​​​​​​​

Enhanced Product Understanding: The hands-on support and guidance offered in a high-touch model enable customers to gain a deeper understanding of the product or service. Onboarding specialists can provide in-depth explanations, demonstrations, and training sessions, empowering customers to maximize the value they derive from the offering.​​​​​​​

Relationship Building: The dedicated attention and personalized assistance provided in a high-touch model contribute to the establishment of strong customer-business relationships. Customers feel valued and supported, fostering loyalty and advocacy for the brand.

Best Practices for Implementing a High Touch Customer Onboarding Model

To effectively implement a high-touch customer onboarding model, businesses should consider the following best practices:

Assign Dedicated Customer Success Managers: Have a team of dedicated Customer Success Managers who can provide personalized attention to customers throughout the onboarding journey. These specialists should be knowledgeable, empathetic, and skilled in building relationships.​​​​​​​

Create a collaborative environment: Foster customer collaboration to promote adoption, transparency, and trust. Utilize a customer portal - a vital component of certain customer platforms - to create document libraries, share success plans, playbooks, and usage dashboards. This empowers seamless information exchange and enhances customer engagement.

Conduct Detailed Needs Assessment: Prioritize understanding each customer’s unique needs, goals, and challenges. Conduct thorough needs assessments to gather relevant information and tailor the onboarding experience accordingly.​​​​​​​

Develop a Customized Onboarding Plan: Create customized onboarding plans for individual customers based on their specific requirements. Outline the steps, milestones, and objectives of the onboarding journey, ensuring alignment with customer goals.​​​​​​​

Provide Comprehensive Training and Support: Offer comprehensive training sessions, product demonstrations, and ongoing support to ensure customers have a deep understanding of the product or service. Use a combination of online resources, virtual meetings, and hands-on training to cater to different learning preferences.​​​​​​​

Regularly Communicate and Seek Feedback: Maintain open lines of communication with customers throughout the onboarding process. Proactively reach out to address their concerns, provide updates, and seek feedback. Regular check-ins and surveys can help gauge customer satisfaction and identify areas for improvement.


The high-touch customer onboarding model prioritizes individualized attention, direct human interaction, and customized guidance throughout the onboarding process. By providing extensive support, businesses can facilitate a unique and exceptional onboarding experience. This approach cultivates strong relationships, deepens product understanding, and lays the foundation for customer success.

In summary, the high-touch customer onboarding model revolves around delivering a personalized and hands-on experience to customers. By leveraging the features of a customer platform, tailoring the onboarding journey, and offering comprehensive support, businesses can forge robust relationships, enrich product understanding, and drive customer success.

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