By the time you’re the Director of Client Services for an organization, you already know your stuff. Customer communication comes instinctively to you. You know how to manage a crisis. You know how to ask questions that reveal opportunities to add value, and you know how to turn the answers into action plans that keep […]
Key Account Managers are the quarterback of their team—and this role gets more complex as the team gets more complex. For example, if you’re an account manager at an advertising agency, you’ll manage your client relationships on one side, and on the other, you’ll work with an internal team comprised of creatives (art and copy), […]
We talk about customer engagement all the time. And we’re not the only ones. A recent Gallup poll advocates making customer engagement your competitive edge, demonstrating through their extensive B2B research that: Only 29% of B2B customers are fully engaged Customer impact is the single most important element of customer engagement 40% of B2B customers […]
We know from talking to B2B companies across all kinds of industries that most aren’t as customer-centric as they think they are. Turns out, companies know it, too. B2B International conducted a survey of 266 B2B marketers across North America and Europe, and only 14% of respondents said their company was totally customer-centric, meaning “the […]
Key Account Management is the art of engaging with high-value customers to promote a long-term, strategic partnership that results in organic growth. Because high-value customers appear across multiple industries, KAM is useful for many different types of organizations. For some organizations, especially product-driven companies, high-value customers are a subset of the total customer base. However, […]
At Kapta, we believe strongly in the power of a customer-centric approach. Our product and process are designed to support our customers as they put their customers first—because that’s what drives shared success. But we’re not a customer service software solution, and here’s why: Customer service isn’t the same as customer-centricity. Read on to learn […]
Key Account Management is the art of engaging with high-value customers to promote a long-term, strategic partnership that results in organic growth. Because high-value customers appear across multiple industries, KAM is be useful for many different types of organizations. For some of our customers, high-value customers are a segment within a broader customer base. However, […]
