Is your company doing more with less? This puts account management teams under duress. They are tasked with protecting and growing your most valuable customers while their portfolios expand, and their teams shrink. This leaves account managers overloaded with more to do than is effectively possible. The result is often increased customer churn, diminished renewals, reduced upsells and cross-sells, and a drop in revenue.
Don’t put your top accounts at risk by overwhelming your key account management (KAM) team. Help lighten the load by enabling them with tools that streamline processes, boost productivity, and allow them to do more with less, effectively.
Essential Post-Sales Enablement Tools
Help your key account managers do more with less. Enable them with the following tools to excel:
Establishing a repeatable account management process, like our KAM Process™, is crucial to your team’s success. It prevents account manager overwhelm, eliminates guesswork, boosts efficiency, streamlines operations, and ensures no steps are missed.
Consequently, it accelerates customer outcome achievement, facilitates analytics and success tracking, increases customer retention, LTV, and advocacy, and ultimately improves business goal achievement.
Filling in robust interactive org charts and client profiles helps account managers understand the overall structure and operations of client organizations. This enables them to see who handles the day-to-day, how big decisions are made, who the main stakeholders are within the account, and identify gaps in the big picture.
Voice of Customer (VOC)
Engaging various stakeholders within each client account, with VOC interviews allows account managers to dive deeper into customer needs, expectations, goals, and priorities. Enable your team with pre-populated customizable surveys to facilitate conducting these crucial conversations with customers.
SWOT Analysis Framework
Provide your account managers with a SWOT framework to guide them through this strategic thought process. They’ll develop a clearer picture of factors that can work for or against customer goal achievement to inform their account plan preparation.
Account Planning Templates
Account Managers must create account plans once they know the client’s needs, challenges, goals, and priorities. Providing your team with account planning templates enables them to focus on the strategic aspects of the process like establishing clear objectives. Then following through with tactics and tasks to drive meaningful customer outcomes.
Key account management is a team sport with numerous organizational contributors and elements. Providing the account management with a central location where they store notes, emails, contact reports, contracts, account plans, and other critical customer insights keeps everyone on the team informed and up-to-date.
Enabling account managers with at-a-glance dashboards helps them spot risks and prioritize activities without toggling between various applications. This command center gives them the ability to view key metrics relating to their entire portfolio, their internal success, and their customers’ successes at once.
Customer Health Scores
Providing account managers with a big-picture view of customer engagement, satisfaction, and success expressed as a health score allows them to identify potentially at-risk accounts more easily. Armed with this information, they can proactively investigate and address issues while they’re still salvageable.
Make it easier for KAMs to track customer-designated success metrics, progress toward account plan milestones, and identify risks with real-time KPIs in one easy view. This enables them to adjust plans accordingly and attend to account risks in a timely fashion.
Enable account managers to prepare more strategic and engaging quarterly business reviews (QBRs) by providing them with tools to automate the minutia of QBR preparation. These tools include a handy checklist, easy agenda creation, email tools, customizable QBR templates, event reminders, QBR history, reporting, data, internal evaluation, and follow-up tools, all in one place.
White Space Analysis
Make it easier for KAMs to identify potential expansion opportunities within their accounts with an at-a-glance white space analysis. This enables account managers to see gaps in product or service usage for each client. Then they can investigate further to determine which gaps are viable opportunities to pursue.
Help your account managers get the most from the KAM tools you give them by arming them with best practices from key account management experts. Keeping up to date with the most effective ways to implement and navigate a successful KAM program is easier with access to those in the know.
Learning Resources & Community
Successful KAMs are continuously learning to keep pace with evolving industry, marketplace, and buyer demands. Access to various learning resources and a community of like-minded account management professionals makes it easier. Resources like webinars, eBooks, articles, live and self-paced courses, and a KAM-focused conference ensure your team is always kept current.
Enable Post-Sales With a Complete Solution
It’s okay to do more with less. Overloading your key account managers in the process is counterproductive and puts your most valued customers at risk. Counteract overwhelm by supporting your account managers with a Swiss army knife-type account management solution like Kapta.
Our Customer Engagement platform provides account managers with all the tools they need at every step of the KAM process so they can focus on driving customer outcomes and retaining and growing key accounts.