Differences Between Key Account Management & Customer Success
Kapta
SEPTEMBER 13, 2021
The terms key account management and customer success are often used interchangeably within organizations. Customer Success Key Account Management
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Selling Skills for Customer Success Managers | Kapta
Kapta
JANUARY 9, 2023
Customer Success Managers (CSMs) need to do more than support and serve their clients to help customers meet their goals. There is a certain amount of selling that CSMs need to be capable of if they are to be true trusted advisors to their customers. Key Account Management
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Customer Success Platform vs. Account Management Software
Kapta
SEPTEMBER 13, 2021
The terms key account management and customer success are often used interchangeably within organizations. Customer Success Key Account Management
What's Missing in Your Customer Success Software?
Kapta
SEPTEMBER 7, 2021
Lack of visibility is one of the biggest problems impacting key account management, even in 2021. Isolated programs, account managers without sufficient buy-in to new systems, and broken processes compound to prevent revenue teams from gaining complete insight into accounts.
Customer Success Needs to Grow (Up)
Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Tips for Configuring Compensation Plans for Customer Success Managers (CSMs)
ClientSuccess
DECEMBER 12, 2022
In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance.
13 Customer Success Manager Skills to Look for When Hiring
Totango
OCTOBER 20, 2022
Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)?
Why Applying the Golden Rule to Customer Success Efforts Works
ClientSuccess
JANUARY 11, 2023
The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations.
How the Key Account Management Process Feeds into KAM Software
Kapta
JANUARY 10, 2022
Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. Keep reading to learn all about the key account management process and how KAM software can help.
The Missing Link in Strategic Account Management | Kapta
Kapta
JANUARY 30, 2023
Harvey Dunham from the Strategic Account Management Association was one of the most popular speaker at KAMCon 2022 the annual account management conference that we host in Boulder, Colorado. Key Account Management
The Art of Community: Higher Logic & Vanilla Forums Super Forum!
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
Customer Success Manager Job Description
natero
SEPTEMBER 11, 2019
Customer Success Management is a dynamic role, and job responsibilities can vary depending on a company's maturity, culture, and vision. With demand consistently outpacing supply, hiring Customer Success Managers is no easy feat. Let's look at how to craft the perfect Customer Success job description to land your next superstar CSM. Jump to examples of Customer Success job descriptions. Customer Success Management
5 Best Practices for Hiring a Customer Success Manager
Totango
JULY 28, 2021
Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand.
Functional Roles of Customer Success
Gainsight
FEBRUARY 10, 2022
Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Customer Success Roles. Customer Success Management.
When is the Right Time to Grow Your Customer Success Team?
ClientSuccess
JANUARY 30, 2023
Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. This blog post will discuss three metrics to consider when evaluating your customer success team size.
The Better Way to Onboard Customers
Speaker: Skilljar Experts
The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.
Our Top 3 Takeaways From the 2022 Gartner® Market Guide for Customer Success Management Platforms
Gainsight
AUGUST 4, 2022
In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Customer data is bigger than ever.
The Real Difference Between Customer Support and Customer Success
Retently
MARCH 16, 2022
With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. But there’s still one area that’s neglected all too often – Customer Success.
Customer Success Manager Salary Best Practices
CSM Practice
MAY 28, 2020
What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans.
6 Essential Messages for Customer Success Manager Automation
Totango
DECEMBER 21, 2021
Building out customer success manager automation depends on the effective use of email and in-app messaging. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle. Customer Success
Managing Remote Customer Success Managers
Strikedeck
MAY 26, 2020
Customer Success Customers Onboarding saas value realizationKristen gives insight on the advantages and disadvantages to having remote CSMs.
Coaching Tips for Account Managers | Key Account Management
Kapta
DECEMBER 12, 2022
We just announced the preliminary lineup of speakers for our premier conference for Account Management leaders and innovators. Key Account ManagementAre you going to KAMCon in 2023?
A Sales Primer for Customer Success Managers
Kapta Customer Success
APRIL 5, 2019
If you’re going to focus on customer value in a meeting, while not talking about your own products, you should make sure you check all the boxes. Addressing customer pain points and goals directly is the easiest easier way to sell to them. The post A Sales Primer for Customer Success Managers appeared first on Kapta - Key Account Management Software. Customer Success customer success sales value proposition
Customer Success Manager certifications
CustomerSuccessBox
OCTOBER 31, 2021
This is a new initiative by CustomerSuccessBox to train Customer Success managers. The CustomerSuccessBox 101 Training for CSMs will help you drive business outcomes and become a trusted advisor who continuously delivers value to their customers. Customer Success
Your First 100 Days as an Account Management Leader Part 7: Ensuring Your Account Management Team Is Equipped
Kapta
JUNE 21, 2022
Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes. Account Management Key Account Management Tools Account Planning
Peer Coaching for Key Account Managers
Kapta
NOVEMBER 14, 2022
Top Key Account Managers (KAMs) continually build their skills and knowledge. Strategic Account Management Account Management Quarterly Business Reviews Key Account Management
Key Account Management = Strategic Customer Success
Kapta Customer Success
AUGUST 20, 2018
What account management style does your organization use? If you’re like most of the companies filling the B2B space, chances are you’re all about Customer Success. Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. By aligning your definition of success with your client’s, then you’re both striving for the same goal. Actions Drive Success.
Customer Success Playbook Tips: Five Proven Tactics
Totango
SEPTEMBER 13, 2022
Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks.
How customer success teams drive value through collaboration
Totango
OCTOBER 12, 2022
And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Customer Success
Why Key Account Management Matters
Kapta
SEPTEMBER 19, 2022
For most B2B companies, about 70% of annual revenue comes from existing customers. Your job as a key account manager (KAM) is to secure that revenue by delivering value to your customers. I think about this as protecting and growing the revenue from your existing customers.
The Top 5 Customer Success Manager Best Practices
Totango
DECEMBER 3, 2019
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.
How to Successfully Manage Customer Churn
Kapta
FEBRUARY 22, 2022
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. Customer Engagement Key Account Management
Day in the Life of a Customer Success Manager
inSided
JUNE 16, 2022
Ever wondered what life as a Customer Success Manager is like? Customer SuccessInSided’s superstar CSMs, Julian Lindhorst and Kenneth Refsgaard, shared what a typical day looks like for them.
6 Best Practices to Ensure Customer Success During COVID-19
CSM Practice
MAY 13, 2020
To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.
Account Management Is a Team Sport | Key Account Management
Kapta
JANUARY 3, 2023
Account managers can’t succeed by flying solo. Customer retention and growth is a team sport that doesn’t work when done in isolation. Trying to do it alone is a losing proposition that keeps you stuck in vendor status in the eyes of the customer. Key Account ManagementWorking as a team enables you to be more strategic and become a trusted advisor to your accounts.
Customer Success Financial Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics.
Reasons to Invest in Account Management Software
Kapta
OCTOBER 25, 2021
The tools you choose to utilize will make or break your success. In the key account management world, all too often, we see that companies prefer to pair a customer relationship management platform with various software platforms to perform tasks and manage their clients.
Underutilized Account Management Tools and Techniques
Kapta
OCTOBER 4, 2021
But once you lay the groundwork, it's just as crucial to give your account managers access to the tools and resources they need to cultivate the best possible relationships with their clients. Key Account Management
How Voice of Customer Software Improves Account Management Efficiency
Kapta
DECEMBER 13, 2021
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 Customer Success Manager Capabilities Model
CSM Practice
SEPTEMBER 7, 2022
The Customer Success landscape has massively evolved in recent years, and the demand for Customer Success talent consistently grows. The “Project Manager”. o Scope management . o Risk management . o Stakeholder management . ?.
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