A customer management model designed to require as little human interaction as possible, ideally reducing the client's contact with the company to zero.
What they actually mean
Please stop calling us.
Heard in the wild
"We are transitioning to a low-touch onboarding process to optimize efficiency."
A mythical, highly cooperative target client who possesses an infinite budget, an urgent business need, and absolutely no procurement department to ruin the deal.
"This lead doesn't quite fit our ICP, but they seem keen."
Translation
They have zero budget and are just using us for free consulting.
To nominally lead a high-stakes business deal from a safe distance, delegating all actual labor to juniors while reserving the right to accept the praise.
"I’ll quarterback the pitch, but I’ll need you to draft the slides, do the modeling, and present the actual proposal."
Translation
"I will say hello at the start of the meeting and take the credit at the end."
The desperate act of badgering multiple contacts at a target client organisation in the hope that at least one of them will accidentally reply.
"I'm multi-threading the account to make sure we have alignment across both IT and procurement."
Translation
"I am spamming five of them now instead of one."