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Customer Success Related Topics 
Kapta
SEPTEMBER 13, 2021
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.
Kapta
SEPTEMBER 7, 2021
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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Kapta
SEPTEMBER 13, 2021
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.
Desired Path
MAY 5, 2021
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.
Advertiser: ZoomInfo
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!
Kapta
JANUARY 18, 2022
“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
Account Manager Tips
MARCH 3, 2021
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.
Kapta
JANUARY 10, 2022
Customer Success Strategic Account Management Voice of Customer Technology Account Management Quarterly Business Reviews SWOT Key Account Management Tools Customer Engagement Key Account Management
Kapta
JANUARY 3, 2022
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.
SBI Growth
SEPTEMBER 13, 2017
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
Kapta
SEPTEMBER 23, 2021
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 Think
JULY 31, 2022
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
SBI Growth
MARCH 31, 2020
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.
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SBI Growth
MARCH 19, 2020
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.
Kapta
AUGUST 8, 2022
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
Kapta
SEPTEMBER 20, 2021
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
Kapta
JUNE 21, 2022
Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes.
Kapta
JUNE 13, 2022
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.
SOAR Performance Group
JULY 20, 2022
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 […].
Kapta
AUGUST 1, 2022
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.
Kapta
JUNE 6, 2022
Analyzing the same thorny, complex challenges from different angles is key to creative problem-solving.
SBI Growth
MARCH 17, 2021
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.
Kapta
MAY 16, 2022
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.
SBI Growth
JANUARY 28, 2020
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.
Kapta
MAY 23, 2022
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.
Kapta
JUNE 27, 2022
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.
Kapta
JULY 25, 2022
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.”
Kapta
MAY 9, 2022
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.
Kapta
APRIL 11, 2022
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.
SBI Growth
MAY 7, 2020
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.
Kapta
JULY 5, 2022
Struggling to effectively manage large accounts as an account manager is difficult without organization-wide support.
Kapta
APRIL 25, 2022
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
Kapta
JULY 18, 2022
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.
SBI Growth
AUGUST 7, 2017
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.
Strikedeck
DECEMBER 18, 2020
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.
Kapta
MARCH 14, 2022
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.
Kapta
MARCH 28, 2022
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.
Customer Think
MAY 30, 2022
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 […].
Kapta
JULY 11, 2022
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.
Strikedeck
MAY 26, 2020
Customer Success Customers Onboarding saas value realizationKristen gives insight on the advantages and disadvantages to having remote CSMs.
Kapta
MARCH 21, 2022
Key account managers can run into a wall for multiple different reasons when it comes to strengthening client relationships.
Kapta
APRIL 4, 2022
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.".
Strikedeck
DECEMBER 29, 2020
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.
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