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Big thanks to Maranda Dziekonski, VP of Customer Success at ID.me, for joining the Account Management Secrets Podcast to share how CS teams can become proactive growth partners—not just support teams. “Customer success is no longer just held accountable for adoption and NPS; CS teams now have to own a portion of the number, as we should.” - Maranda Dziekonski (she/her) Lots of powerful topics in this convo: - Why CS teams should own revenue goals alongside adoption and NPS - How to make QBRs more than just report cards—turn them into growth conversations - Strategies for tying CS initiatives to tangible business impact and securing resources Check out the full episode to elevate your CS strategy and boost retention: https://lnkd.in/dmfiY9uB

Here’s what we learned from Building True Customer and Employee Experiences on the Account Management Secrets podcast with Annette Franz. “Customer experience is not technology. Technology is a tool; it supports and facilitates. The experience that customers have is very much human. And this feeling’s part of it. It really puts the human into the experience. And I think that’s an important thing.” - Annette Franz, CCXP Lots of powerful topics in this convo: - Supporting employees to fuel better customer interactions and long-term satisfaction - Collaboration between sales and account management to boost client success - Rethinking metrics like NPS in favor of customer effort scores and lifetime value Check out the full episode to explore how aligning employee and customer experiences drives impactful results.

Don’t miss your chance to transform your QBRs in 2025. Starting January 14, QBR Mastery is your opportunity to build the skills, tools, and confidence to run QBRs that your clients value. This six-week program will help you: - Avoid common QBR pitfalls and design sessions that matter. - Turn QBRs into strategic conversations that build trust and uncover growth. - Use proven templates to deliver results your clients will notice. Today’s your last chance to join AMplify at 50% off for life and secure your spot in QBR Mastery. More details at https://lnkd.in/ek7CV7uY

Here’s what we learned from Account Management Secrets: Customer Journeys That Drive Real Results with Kia Puhm: “When we try to get customers to do something, if we ourselves don’t know what the path to success looks like and how to measure that path to success, how do we get them to do what we want them to do?” - Kia Puhm In this episode, Kia explains how to map out customer journeys that actually deliver results: - Build an adaptable framework that grows with your customers’ needs. - Use agile playbooks to get every team aligned around customer success. - Focus on the customer’s goals to create journeys that boost adoption and retention. Want to hear how top teams are mapping customer journeys that work? Listen to the full episode here: https://lnkd.in/dJJG4VVQ

Big thanks to Rod Cherkas for joining The Account Management Secrets Podcast to share powerful insights on expanding existing accounts with the REACH Framework. “Customer success organizations are moving too slow and need to move faster to take on more impact on the top line, whether they’re formally responsible for expansion bookings, or whether they have expectations that they’re identifying, uncovering, and nurturing those customers.” - Rod Cherkas Lots of powerful topics in this convo: - How to balance revenue goals with trusted advisory roles. - Why predictable, strategic account growth matters to executives. - Overcoming the fear of sounding salesy when talking about expansion. Check out the full episode to learn how top account managers drive measurable results: https://lnkd.in/dkqFnXPv

Here’s what we learned from Account Management Secrets: Real-World Strategies for Revenue Growth with Janice Gordon: “You’ve got to move your customers to be a partner… Your aim is to get larger revenues, have partnership relationships with your key customers, so that you have a much bigger share of the purse going forward. That’s your aim.” - Janice B Gordon - Customer Growth Expert FISP FPSA Janice breaks down how real growth comes from focusing on true partnerships: - Understand where your clients are headed and focus on the big picture, not just quick wins. - Build a frictionless environment so account managers can develop deeper, strategic connections. - Shift to a buyer-focused approach to create a lasting impact with your key customers. If you’re ready to rethink your client strategy, this episode is a must-listen. Account Management Secrets is available on all podcast platforms.

Big thanks to Shakeel Bharmal for joining us on The Account Management Secrets! “It’s all about ‘what I want the customer to do based on what I care about.’ Nobody says that explicitly, but underlying that is a mindset still focused on what we need for our business to succeed, rather than what we need to do to help the customer’s business succeed.” - Shakeel Bharmal MBA ACC CLC In this episode, Shakeel introduces third box thinking, a mindset shift that starts by looking at the world through your customer’s customer’s perspective. This approach transforms account management, building trust, loyalty, and sustainable growth. Here are three ways to rethink your approach: - Map the value chain from your company to the end user to uncover new opportunities. - Shift focus from short-term wins to long-term success that aligns with your client’s goals. - Foster a leadership culture that prioritizes genuine impact over self-serving goals. If you’re ready to create real value for your clients, this episode is a must-listen: https://lnkd.in/dZA8v4-k

Don’t let another QBR leave you ghosted in 2025. Most QBRs miss the mark because they focus on talking instead of delivering insights that matter. Starting January 14, QBR Mastery will help you turn these sessions into strategic conversations that build trust, uncover growth opportunities, and drive results. In just six weeks, you’ll get expert-led training, actionable templates, and tools to make your QBRs stand out—and ensure your clients actually want to show up. Join AMplify before December 31 to lock in 50% off your membership for life. Use your remaining 2024 budget to set yourself apart in 2025. Learn more about the QBR Mastery program: https://lnkd.in/ek7CV7uY

Here’s what we learned from The Account Management Secrets Podcast episode “Why Unhappy Customers Stay”: "I’m not saying we shouldn’t make our customers happy—of course, we should. And shame on us if we don’t. The point is, it has nothing to do with whether they stay or how much they pay. It’s irrelevant.” - Greg Daines Lots of powerful topics in this convo: - The link between measurable results and long-term retention - Why net promoter score might not reflect true loyalty - How prioritizing progress over satisfaction fosters stronger relationships Check out the full episode to learn how focusing on outcomes can drive retention and sustainable growth.

Are Your QBRs Delivering Real Results? Our QBR Mastery program kicks off on January 14. Over six weeks, you’ll learn how to run QBRs that build trust, drive renewals, and uncover real growth opportunities—all with tools, templates, and expert-led training to help you succeed. Join AMplify before December 31 and get 50% off your membership for life. Invest in yourself now, and make 2025 the year you lead QBRs that set you apart. Learn more about the QBR Mastery program: https://lnkd.in/ek7CV7uY