If you’re new to Key Account Management, one of the first steps you’ll need to take is to identify which accounts are Key Accounts—in other words, to segment your customer base. Segmentation is critical because KAM should be distinct from sales. Key Account Management requires dedicated resources in the form of people, process, and technology. […]
When it’s time to do a performance review for your key account managers, there are lots of factors to consider. After all, key account management isn’t sales, so it’s not enough to look at quotas. KAM reviews should probe beyond the numbers, understanding the processes and relationships behind them. And KAM reviews should look beyond […]
Customer engagement is easy when things go well. And of course, it’s a key account manager’s job to help ensure things do go well. But it’s also their job to build long-term, strategic relationships with their clients—and the truth is, in any long-term relationship, things will will inevitably, occasionally go wrong. We’re not talking bribery, […]
We talk a lot about customer engagement here at Kapta, and there’s good reason for that: Without customers, you don’t have a company. Period. But internal engagement matters, too. The bigger and more demanding your book of business gets, the more you need cross-functional teams to keep your clients satisfied. And it’s not enough that […]
Change is constant. But there’s no time like the New Year to pause and take stock of the personal and professional changes you intend to make in the coming year. While we can’t weigh in on your fitness plan, we do have some tried-and-true best practices for making organizational change successful. At Kapta, we think […]
Many of our customers use Salesforce and/or other CRM tools for generating new leads. As a result, we often hear the question: “Why Kapta? Why not just keep using my CRM?” We also see the corresponding Google search: “Kapta vs. CRM.” But while it’s useful to compare CRM and Kapta platforms, we don’t actually in […]
Our KAM ProcessTM is a proven methodology for building customer engagement and transforming customer relationships. Here’s what it looks like: Know more, so you can plan better Act strategically and effectively to drive meaningful change Measure that change across multiple endpoints We’ve already taken a closer look at the Know phase: Understanding your client, their […]
We’ve talked to a lot of companies about Key Account Management, and we often hear some version of the same objection: “This would be great for our organization. But where do we even begin?” Change is hard, and it can feel daunting to establish, expand, or improve your Key Account Management function. We understand, which […]
Every profession requires the right tools. Without them, we’d do a poor job and would waste a ton of time chasing our own tails essentially. Ever tried to replace a lightbulb without a ladder? Or have you tried to budget your expenses without a spreadsheet? Yeah, it’s definitely possible to do a ton of stuff […]
For some things in life, there is a clear-cut, right or wrong answer. You define an apple as one thing and anyone in the world will think the same thing. But for other things like “success” and key account management, the answer isn’t as simple. Believe it or not, not every organization has the same […]
