Differences Between Key Account Management & Customer Success

Kapta

The terms key account management and customer success are often used interchangeably within organizations. Customer Success Key Account ManagementHowever, while the two strategies share a few common goals, they are completely different in their implementation.

What's Missing in Your Customer Success Software?

Kapta

Customer Success Key Account Management Tools Customer EngagementLack of visibility is one of the biggest problems impacting key account management, even in 2021.

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Customer Success Platform vs. Account Management Software

Kapta

The terms key account management and customer success are often used interchangeably within organizations. Customer Success Key Account ManagementHowever, while the two strategies share a few common goals, they are completely different in their implementation.

Renewal Strategies: Executive Insights & Survey Results

Desired Path

The Toronto Customer Success Executive Breakfast is a forum whereby industry leaders meet to discuss the still young and rapidly evolving field of Customer Success. 58% work with annual contract lengths, 33% have multi-year contracts with customers.

The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Find out how to transform customer success teams into revenue-drivers by downloading the playbook today!

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

Why Customer Success Matters w. Ronni Gaun

Account Manager Tips

Customer Success (CS) has broken free of its SaaS origins to become a human-to-human movement. Ronni Gaun, a top 100 CS strategic strategist in 2020 explains why customer success matters and why the revolution is just beginning. Ronni Gaun // Customer Success Strategist.

How the Key Account Management Process Feeds into KAM Software

Kapta

Customer Success Strategic Account Management Voice of Customer Technology Account Management Quarterly Business Reviews SWOT Key Account Management Tools Customer Engagement Key Account Management

How to Prepare a Useful Quarterly Business Review

Kapta

Customer Success Quarterly Business Reviews Key Account ManagementQuarterly 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.

2018 Priority: Grow Revenue With Customer Success

SBI Growth

Article Corporate Strategy Marketing Strategy Sales Strategy build a customer success team csm customer success customer success manager Customer Success Manager hiring profile hiring profile Marketing marketing strategy

The Future of Automated Account Management

Kapta

Relationships are the most important part of successful account management. Customer Success Key Account ManagementHowever, if you take a look at where the average account manager spends their time, it doesn't reflect the same sentiment.

Customer Support vs Customer Success – Know the Difference

Customer Think

We often hear people using customer support and customer success interchangeably but they are totally different tactics. Customer support refers to solving problems and fixing issues faced by customers. Blog Customer Loyalty Service and Support

Retention is the New Growth – Why Customer Success Is Critical Today

SBI Growth

Going into 2020, Market Leaders were already counting on the majority of their revenue coming from their existing customer base. Most companies build their 2020 Revenue plans on an assumption of GDP growth, and this assumption has shifted. As my.

How Market-Leading Customer Success Teams Are Responding to CoVid-19

SBI Growth

In the short history of Customer Success, we have not seen a crisis of this magnitude. CoVid-19 is creating an unprecedented situation. Even those of us that are tenured, and have the gray hair to prove it, don’t have another.

How to thrive during a recession and times of economic uncertainty

Kapta

There’s so much uncertainty in the marketplace now. With a pending recession and economic downturn, the question for account managers is what they can do to survive this difficult time and thrive by coming out stronger. Strategic Account Management Account Management Key Account Management

Account Management Tools to Simplify the KAM Process

Kapta

But without the data and technological resources to support those goals, you can't offer the top-tier service needed to make key account management successful. Customer Success Key Account Management Tools Customer Engagement

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.

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

Kapta

While general customer accounts may make up the vast majority of your total accounts, your organization's key accounts can provide up to 33% of your organization's total sales revenue.

How to Use Customer Success as a Growth Engine and Growth Accelerator

SOAR Performance Group

At recent meetings of the Sales Leadership Community, Customer Success and Sales leaders discussed how to use Customer Success as a growth engine and growth accelerator in your organization. Customer […].

How to become a Trusted Advisor to your key accounts

Kapta

If so, you may be wondering how you elevate your relationship with your customers to a strategic partnership. You want to become a trusted advisor who has a seat at the customer’s table and is involved in strategic decisions the customer makes.

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.

Is Centralizing Customer Success the Right Move to Deliver Growth?

SBI Growth

Customer Success (CS) teams originated in the mid-1990s in response to the sky-high failure rate of large-scale Customer Relationship Management (CRM) implementations.

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

Kapta

Instead, it's the long-term customers: the ones who trust your brand, will go out on a limb to try new products and services, refer you to their associates, and stay with you for renewal after renewal because of their faith in your relationship.

The Evolution of Customer Success Managers and Their Impact on Revenue

SBI Growth

We have launched and transformed several Customer Success teams. Typically, for new teams, the focus should be on onboarding, value messaging, and renewals. To effectively execute on this, we develop the talent profiles, build playbooks for the team, and design.

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: Everything You Need to Know

Kapta

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. As an account management leader, there are a wide variety of responsibilities to manage.

Surviving an Economic Downturn: What We Learned from 2009 and Why It’s Relevant Today

Kapta

What goes up inevitably comes down and so it goes with the economy as well. As Forbes put it, “Recessions are considered an unavoidable part of the business cycle—or the regular cadence of expansion and contraction that occurs in a nation’s economy.”

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

Kapta

Instead, it requires a methodical approach, realistic goals, a customer-centric focus, and an evolving mindset. Developing a strong key account management team can be a significant asset for your business.

Improving Customer Experience Through the KAM Maturity Model

Kapta

Your organization already knows that providing excellent customer experiences is important. As B2B businesses in the landscape become more crowded and increasingly competitive, customers have the luxury of leaving whenever the customer experience level doesn't meet their standards.

Revenue Multiplier, Not Cost Center: Why Sales Leaders Should Invest in Customer Success

SBI Growth

As a sales leader, you have most certainly heard the words “Customer Success,” especially if you are a sales leader for a subscription-based technology company. Some companies tout customer success as the critical driver of their growth.

How to sell your CEO on Key Account Management

Kapta

Struggling to effectively manage large accounts as an account manager is difficult without organization-wide support.

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

What does the economic downturn mean for your most valuable clients?

Kapta

Customers expect their key account managers (KAMs) to know them and what they are experiencing. Research shows that 55% of clients expect reps to understand their business, situation, and needs.

How to Grow Revenues with Customer Success

SBI Growth

Joining us for today’s show is Natalie Fedie, a Vice President of Customer Success who knows how to grow and retain customers. Today’s topic is dedicated to the topic of Customer Success. Natalie and I leverage the How to Make.

Building a Customer Success Brand Through Proactive Customer Education

Strikedeck

Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saasVincent Manlapaz, in an interview with Steve McDougal as he shares his insights on why relationships are won or lost during key moments.

Breaking Down the KAM Maturity Model: The Process

Kapta

Key accounts require a personalized approach, with customized services, outputs, and plans. But all the customization comes at a cost that key accounts can't always justify.

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.

4 Critical Customer Success KPIs For Your Organization

Customer Think

By concentrating on the most important key performance indicators (KPIs) for assessing customer success, you can more intensively put your efforts into guiding your consumers through their experience and maximizing your product’s […].

How to prepare your KAMs for a recession

Kapta

A recession is coming. Over two-thirds of economists now believe a recession is likely to hit in 2023. The probability of a recession has now risen from 30% to about 60%. During a recession, it’s essential to protect your revenue and prepare for future growth.

Managing Remote Customer Success Managers

Strikedeck

Customer Success Customers Onboarding saas value realizationKristen gives insight on the advantages and disadvantages to having remote CSMs.

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.

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.".

Building a Strategic Customer Success and Scaling CS Programs

Strikedeck

Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.