Kapta

Great event last night! Marc Mapes, MBA and the Kapta team were happy to sponsor. We even ran into some clients there Mary Flannigan and Nancy Piepho ⚡

"the most important thing when it comes to designing the renewal journey is, what's best for your customer." Lizz Harrell Catch the full session out on the Kapta webinar library https://lnkd.in/gesenarM #renewals #customervalue #customersuccess

Jennifer Pinter and Lizz Harrell are going live in 45 minutes to give you all the secrets to creating great renewal journeys for your customers. Don't miss this session! https://lnkd.in/geQ5MrNR

𝟕 𝐖𝐚𝐲𝐬 𝐭𝐨 𝐈𝐦𝐩𝐫𝐨𝐯𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐑𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 𝐑𝐚𝐭𝐞𝐬 As leaders responsible for nurturing account growth, renewals, and customer satisfaction, it's critical to have a solid strategy. According to Forrester, the benchmark for B2B retention hovers between 76% and 81%. And, we all know renewals are not won at renewal time, they won throughout the cycle of the relationship. Here are seven strategies to enhance customer retention: 𝐔𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝 𝐖𝐡𝐚𝐭 𝐕𝐚𝐥𝐮𝐞 & 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐢𝐬 𝐭𝐨 𝐲𝐨𝐮𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫: Dive deep into understanding your customers' profiles, needs, and definition of success. Continuous dialogue and tracking of results are instrumental in staying aligned with their evolving goals. 𝐄𝐱𝐞𝐦𝐩𝐥𝐚𝐫𝐲 𝐒𝐞𝐫𝐯𝐢𝐜𝐞: Delivering prompt, 𝐩𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 customer support is non-negotiable. Excellence in service catalyzes trust and loyalty. 𝐅𝐨𝐬𝐭𝐞𝐫 𝐓𝐫𝐮𝐬𝐭: Transition from a vendor to a trusted advisor through regular engagements and meaningful interactions. Solidify your place as an indispensable part of their growth journey. Build strong relationships with multiple stakeholders, not just your main point of contact. 𝐂𝐡𝐚𝐦𝐩𝐢𝐨𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬: Empower your clients with unwavering support and great resources, ensuring they derive maximum value from your offerings. Success for them equates to success for you. 𝐑𝐞𝐰𝐚𝐫𝐝 𝐋𝐨𝐲𝐚𝐥𝐭𝐲: A bespoke customer loyalty program can significantly amplify retention. Tailor rewards—discounts, upgrades, or early accesses—to acknowledge and incentivize their continued business. 𝐕𝐚𝐥𝐮𝐞 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤: Implementing a structured process for gathering and acting on customer feedback demonstrates respect for their input, fostering a culture of continuous improvement. 𝐄𝐪𝐮𝐢𝐩 𝐘𝐨𝐮𝐫 𝐓𝐞𝐚𝐦: Ensuring your team's proficiency in soft skills, relationship management, and product expertise is foundational. Well-trained teams are the backbone of customer retention. Make their jobs easier to execute with technology that is purpose-built for the jobs to be done. 💡 Remember, retention is not just about keeping a client but about nurturing a thriving ecosystem where mutual growth is the end game. Let these strategies be your north star in navigating the complex waters of customer longevity. 🚀 At Kapta, we are passionate about empowering account teams with the tools, insights, and support needed to elevate their customer relationships to new heights. Together, let's redefine the standards of customer retention. Interested in learning more about renewal process? Join our upcoming webinar on December 5th with guest host Lizz Harrell. #CustomerRetention #AccountManagement #ClientSatisfaction #Leadership #GrowthStrategies

Great post from Emma Lo 🧩 - this breakdown of the CS vs AM by segment is excellent. 2️⃣ Aligning CS vs. AM by Segment → Enterprise: CS drives health, AM drives growth. → PLG: Self-serve is central, with CS guiding users and AM managing renewals. → SMB: Blended CSM roles maximize efficiency.

Are you struggling with a smooth transition from Sales to Account Management/CS? 🤔 A successful handoff is crucial for customer satisfaction and retention! Join our FREE webinar, "Seamless Transitions: Mastering the Sales to Account Management Hand-Off," and learn how to: ● Create a seamless transition that sets your team and customers up for success. ● Maintain momentum and customer enthusiasm and engagement during the transition. ● Avoid common pitfalls during the handoff from the sales to the account management team. Why is this process so important? A seamless handoff reinforces the customer's decision and instills confidence. It shows professionalism and attention to detail, setting the stage for a positive relationship. A rocky handoff can quickly deflate excitement, leaving the customer feeling misled. Key takeaways: ● Learn the steps to create a well-defined and documented handoff process for a seamless transition. ●Discover strategies for maintaining customer enthusiasm and engagement during the handoff, such as personalized communication, setting clear expectations, and providing proactive support. ● Understand the role of technology and automation in streamlining the handoff process, including leveraging CRM systems and project management tools. Bonus: All registrants will receive a downloadable handoff template and implementation guide to apply the learnings immediately! Featured Speakers: ● Ramli "RJ" John, author of the bestselling book "Product-Led Onboarding" ● Jennifer Pinter Chief Experience Officer at Kapta Don't miss this opportunity to master the sales to account management handoff and elevate your customer experience! 🚀 #CS #Accountmanagement #clientexperience

Last week, the Kapta team had the privilege of sponsoring a table at the exclusive #GTM2024 event, designed specifically for executives leading cross-functional GTM teams. It was an enriching experience that went beyond traditional learning and networking. The sessions were a perfect blend of enhancing job-specific skills and elevating leadership capabilities. Leaders shared insights on the major forces shaping the future of business, equipping us with knowledge to navigate tomorrow's challenges more effectively. Our team engaged in collaborative problem solving, deep-dived into peer-to-peer networking, and yes—had a lot of fun along the way! The connections made were not only enriching but have opened doors to exciting potential partnerships, showcasing the strength of strategic relationship-building 💪 Most importantly - We left the event better leaders and thinkers, armed with actionable insights that we are eager to implement. This experience reinforces Kapta's commitment to staying at the forefront of client relationship management, ensuring we continue to lead our clients to greater growth. A hearty thank you to everyone who joined us, shared their thoughts, and enriched this experience. Here’s to turning these insights into actions that drive transformative outcomes! Jennifer Pinter, Ben Blasko, Marc Mapes, MBA #GTM2024 #LeadershipDevelopment #AccountManagement #Customersuccess

Join us for our November webinar - Mastering the Sales to Account Management Hand-Off it's going to be a good one

Avoid the Costs of Complacency: Safeguard Your Premier Clients The line between growth and stagnation is drawn by the strength of your client relationships, the imperative is clear: Guard your top clients like your business depends on it—because it does. At Kapta, we understand the nuanced play between maintaining the status quo and pushing the envelope for revenue growth and GRR. It's a fine balance, requiring an unwavering commitment to excellence and a proactive approach to client value delivery. The loss of a key client not only hits the revenue stream hard but also sends ripples through the organization affecting employee morale. Kapta software is where strategic foresight meets unwavering commitment to client success. Together, we can turn the tide, ensuring that our premier clients not only stay but also grow with us. Remember, in a world where every account team is vying for the upper hand, those who innovate, those who remain client-focused, and those who refuse to settle are the ones who secure their position at the top. Let's not just avoid losing our top clients; let's ensure they would never have a reason to leave 💥 #retention #customersuccess #accountmanagement

Are you currently avoiding a hard conversation? If so, you are not alone. A recent survey highlighted in a Forbes article on How To Handle Difficult Conversations At Work, reveals a startling reality—"𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝟖𝟎% of workers are running in fear from at least one scary conversation at work—a conversation they know they need to have but are dreading". The cost? Avoiding hard conversations can have a far bigger impact than you think. People lose clients, jobs, break relationships, and suffer internally - all in the name of avoiding the hard conversation. It is a cycle that will ultimately wear on you, build resentment, and break trust. Avoiding hinders personal growth, organizational health, as well as business and personal relationships. If you are in a leadership role, it also impedes your ability to coach and lead effectively. That is why I am so excited to host expert Gail Montgomery, CEO of ExperienceYes and esteemed author, to dive deep on this skillset that so many people struggle with. Join next week on 𝐎𝐜𝐭𝐨𝐛𝐞𝐫 𝟏𝟖𝐭𝐡 for an enlightening discussion on 𝐍𝐚𝐯𝐢𝐠𝐚𝐭𝐢𝐧𝐠 𝐃𝐢𝐟𝐟𝐢𝐜𝐮𝐥𝐭 𝐂𝐨𝐧𝐯𝐞𝐫𝐬𝐚𝐭𝐢𝐨𝐧𝐬: 𝐓𝐮𝐫𝐧𝐢𝐧𝐠 𝐂𝐨𝐧𝐟𝐥𝐢𝐜𝐭 𝐢𝐧𝐭𝐨 𝐎𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐲 ✨ Your future self will thank you 🙏