Good account management is never an accident. You need to have a process in place and a plan to follow if you’re hoping to hit it big with one or more of your accounts. Many plans have been suggested over decades of time, but only a few have stuck around until today. One notable example […]
Customer retention is a hot topic in B2B business, because of the large scale of many customers and the impact of each customer leaving. With rising competition in many industries, it’s time to talk seriously about customer health. Defining Customer Health Most companies define customer health by using a scoring system. The score is […]
As much as you may proclaim that this is your year, it’s impossible to make the progress you want without having the right goals ahead of you and a plan to reach them. That’s where New Year’s resolutions come in. Resolutions aren’t a binding contract, but they do give you a goal to look back […]
Getting Your Voice of Customer (VOC) Right Key Account customers don’t want to fill out periodic VOC or NPS surveys full of the same generic questions. They also don’t want to waste time doing Net Promoter Surveys (NPS). In general, your Key Accounts are probably not motivated or incentivized to give you great information through […]
“Churn” is a term that gets used a lot in the Account Management and Customer Success conversations that we have here at Kapta. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). Churn rate does of course directly show the percentage of lost customers in […]
What do football and business have in common? Unless you work for the NFL, probably not much when you look at the surface level. But, dig a little deeper and you’ll find a lot of similarities in some player positions and company roles. For instance, did you know that Key Account Managers are a lot […]
Strategic thinking and planning are the hallmarks of long-lasting and successful businesses. Making the best moves with the resources available to you will help your business to succeed despite potentially negative circumstances in the industry. For Key Account Managers, strategy is a regular part of the job. You won’t find success without being able to […]
Management styles vary between industries and companies. While two competing companies may have different management styles, there are some positions that cannot be fully functional under every style of management. Here, we’ll look at how reactive and proactive management styles fit into the role of Key Account Management in a company. Being Reactive Versus […]
As we get into Q4 (again? already?), it’s time to get your team into high gear. For many B2B businesses, Q4 is a stressful period where there’s no time to finish everything that’s on the agenda. But, if you’re prepared for it ahead of time, you’ll have a better chance of making things work in […]
The terms Key Account Management and Customer Success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation. Key Account Management Versus Customer Success The goals of both Key Account Management and customer success are to retain and build relationships with […]
USA Login
EU Login