Kapta

Taking Your Voice of Customer Program to the Next Level

Kapta

Best-in-class Voice of Customer (VOC) programs increase customer retention by up to 55% and boost profits, according to Aberdeen Group. Strategic Account Management Account Management Key Account Management

Your First 100 Days as an Account Management Leader Part 7: Ensuring Your Account Management Team Is Equipped

Kapta

Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Your First 100 Days as an Account Management Leader Part 6: Building Internal Support and Alignment for KAMs

Kapta

Account Managers need a unique set of tools to provide the right level of service and proactive management to key accounts.

Your First 100 Days as an Account Management Leader Part 2: When and How to Review Customer Health Scores

Kapta

The secret to a strong revenue pipeline isn't continual growth into new markets, with rapid lead acquisition, conversion, and sales.

Content Creation & Curation: The Missing Link Between Sales & Marketing

Speaker: Pam Didner - B2B and Tech Marketing Consultant

Content plays a vital role in creating a symbiotic –– and successful –– relationship and alignment between your sales and marketing teams. Join Pam Didner to learn how to create and curate great content to support your sales and revenue goals!

Your First 100 Days as an Account Management Leader: Everything You Need to Know

Kapta

As an account management leader, there are a wide variety of responsibilities to manage. Between improving client relationships, growing your business revenue, and prioritizing consumer retention, there is so much more to becoming a successful account manager, or key account manager.

Your First 100 Days as an Account Management Leader Part 5: Leading and Lagging Indicators Your Team Should Hit

Kapta

Analyzing the same thorny, complex challenges from different angles is key to creative problem-solving.

Your First 100 Days as an Account Management Leader Part 3: Why Are Customer Touch Points Important?

Kapta

When customers have any type of negative experience, it can have disastrous consequences for your business — both for keeping the account and when it comes to long-term revenue implications.

Your First 100 Days as an Account Management Leader Part 1: How to Create a KAM Process

Kapta

Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships.

Your Guide to the Key Account Management Maturity Model

Kapta

As a key account manager, evolving to provide better service is an important part of the job. However, to do so, you have to understand where you are currently, and where you need to be. With a maturity model, you can do exactly that. Maturity Model

Improving Customer Experience Through the KAM Maturity Model

Kapta

Your organization already knows that providing excellent customer experiences is important. But intermittent "Wow!" moments are no longer enough.

New Ways to Reach, Influence, and Close More Deals with Intent Data

Speaker: Ardath Albee, B2B Marketing Strategist and CEO of Marketing Interactions

Acting on intent data when applied to buyer context can be a game-changer for gaining attention by increasing relevance, which drives purposeful engagement toward purchase. But all intent data is not the same. In this webinar, learn the difference between interest and intent, and the best ways to use the right data.

How Successful Key Account Managers Continually Build Their Skills

Kapta

Successful Key Account Managers (KAMs) are always learning—developing their skills and knowledge to keep driving forward. They recognize the pace of change and never get complacent. Strategic Account Management Account Management Key Account Management

How is Your Leadership Mindset Evolving: Using the Key Account Management Maturity Model to Find Out

Kapta

Leadership is essential to any account management team — but how do you ensure it’s happening, and happening well? According to Zippia , "Only 10% of people are natural leaders — another 20% show some qualities of basic managerial talent that can be cultivated into high-quality leadership.".

Where Communication Fits Into the Key Account Management Maturity Model

Kapta

The key to excellence is communication. Every member of your team benefits from strong internal communication practices , intuitive communication tools, and easier access to information. Your clients also benefit from more structured client-facing communication and fewer internal silos.

Everything You Need to Know About the Communication Maturity Model

Kapta

The key to excellence is communication. Every member of your team benefits from strong internal communication practices , intuitive communication tools, and easier access to information. Your clients also benefit from more structured client-facing communication and fewer internal silos.

Implementing a Maturity Model for Account Planning

Kapta

Key account managers can run into a wall for multiple different reasons when it comes to strengthening client relationships.

The Essential Guide to the Buying Experience of the Future

The ultimate value proposition is an impactful buying experience that guides people to the best possible decision. But how do you prepare your sales teams to do that? Read "The Essential Guide to the Buying Experience of the Future" to find out how to empower your customer-facing teams and thrive in modern selling environments.

Breaking Down the KAM Maturity Model: The Process

Kapta

Process improvements have a way of falling off your to-do list when meetings fill up your calendar and quarterly deadlines are always just around the corner.

Leverage Buyer Psychology for Better Account Management Outcomes

Kapta

I really enjoyed working with Ed Powers on his KAMGenius course , Brain Friendly Key Account Management (that's me holding a model of a brain in the image above).

What is a Maturity Model?

Kapta

Results-based metrics are important, but they're limited. They indirectly point to failing or successful business practices, forcing many organizations to guess how to improve their metrics. But maturity models, as explained by ResearchGate , ".help

Your Step-by-Step Guide to Lowering Your Customer Churn Rate

Kapta

Customer churn is an essential metric to track for any organization in any industry. It not only gives you insight as to when and why customers are leaving your organization, but it also helps inform future decisions you’ll make for your business.

Roadblocks to Delivering a Competitive Buying Experience

Why are buyer-facing teams struggling and what can be done about it? Bigtincan teamed up with Heinz Marketing in a recent research study to discover the roadblocks revenue-generating teams encounter in preparing buyer-facing teams for today’s market. Click here to learn what you can do today to prepare!

How to Successfully Manage Customer Churn

Kapta

Customers will leave for just about any reason today — and more often than not, it doesn't even have anything to do with your product or service.

Is Your Customer at Risk of Churn? 5 Ways to Find Out

Kapta

It’s a key account manager’s worst nightmare: One day, out of nowhere, you lose a major customer. Sometimes it’s completely outside of your control.

How to Execute a Churn Analysis for Account Managers

Kapta

For a business to be successful, you must be willing to make continuous updates and improvements where necessary. More importantly, you should always be focused on your customers and how you can improve their experience with your brand and products or services.

6 Tips to Reduce Customer Churn

Kapta

According to Recurly Research in 2020 , "B2C companies experience higher churn than B2B, at 7.05% versus 5.00%." Both numbers represent a huge loss of companies in either sector — lost customers mean lost marketing dollars, customer service hours, and forecasted revenue built into each customer.

Connecting the Consultative Experience

Many B2B businesses have come to believe that there is an asymmetric relationship between the company and its buyers. But what research has discovered is that many of today’s B2B buyers are NOT empowered and they have little interest in being so. Download the eBook to find out why.

9 Advanced Concepts for Ultimate Key Account Management Success

Kapta

Key account management is a journey and along the way, key account managers (KAMs) are expected to develop and grow throughout their careers continually. KAMs need to always strive to ascend through the levels of the KAM Maturity Model to the fifth and most proficient stage.

What is Customer Churn & What Does It Mean for Your Company

Kapta

“Churn” is a term that gets used a lot in Account Management and Customer Success conversations. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). Customer Success Key Account Management Tools

How the Key Account Management Process Feeds into KAM Software

Kapta

Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. However, it can be extremely overwhelming to establish a process, but without one, you have no real way to track results and fix what isn’t working.

Churn Rate vs. Retention Rate: What are the Differences?

Kapta

If you want to start a business or continue growing your current one, you'll need to be familiar with terms such as churn rate and retention rate.

The Definitive Guide to the Top 4 Sales Enablement Metrics

See what metrics matter to increase productivity and revenue and your organization. This guide will help you stay data-driven while avoiding data overload.

How to Prepare a Useful Quarterly Business Review

Kapta

Quarterly business reviews (QBR) are an essential part of a key account manager’s practice. They help you stay in touch with your client and ensure you are serving them to the best of your ability.

5 Essential Tools for Effective Key Account Management

Kapta

Top-performing key account managers (KAMs) are 2.5 times more likely to have an established effective account planning process. Strategic Account Management Account Management Key Account Management

Utilizing a Customer Health Score to Identify Growth Opportunities

Kapta

The biggest challenge most businesses face in today's market is maintaining and building customer relationships. It can be difficult to gauge the successes and failures of most customer relationships and respond appropriately if there isn't a solid system to inform strategies.

How Voice of Customer Software Improves Account Management Efficiency

Kapta

Even when you have a team of all-star key account managers, you need replicable business processes that everyone on the team can understand and follow. This consistency doesn't just help your account managers have a framework for doing their job well.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

The Importance of Creating a Repeatable Voice of Customer Process

Kapta

Net promoter score results aren't enough to gain a clear understanding of what your organization needs to do to build healthier and longer-lasting relationships with key clients.

6 Step Guide on How to Create a Strong Org Chart

Kapta

Staying on top of all the people and different motivations in your client relationships is hard work. Mixing up the details can make your clients feel undervalued, and not having clear insight into their organization and dynamics results in missed opportunities.

Setting the Foundation for Your Customer Strategy with a SWOT Analysis

Kapta

Creating a long-term plan for every client in your company's book of business isn't just a valuable habit for growing revenue and building a stronger relationship.

Underutilized Account Management Tools and Techniques

Kapta

Splitting your organization's accounts into general accounts, key accounts, and strategic accounts sets the foundation for your teams' entire strategy.

The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.