AMplify’s Post

Here’s what we learned from “Customer-Centric Metrics for Account Managers” with Jay Nathan. “The reality is, every team should have some kind of number, some kind of metric to show what their impact on the business is.” - Jay Nathan Jay Nathan shares why customer success teams should focus on the numbers that truly matter. Lots of key insights in the episode: - Align customer success with company goals to reduce churn and create sustainable growth. - Use metrics that reflect real impact—Jay explains why it’s crucial for every team to track numbers that show their value to the business. - Make customer success a part of every department to build alignment and long-term client relationships. If you are an account manager looking to drive meaningful results, this episode is a must-listen. Account Management Secrets is available on all podcast platforms.

Here’s what we learned from “Earning the Right to Sell” with Jan Young. “We need to help marketing understand who the most successful customers are, which ones are more likely to renew and expand, and how they should go about identifying those customers in the marketplace.” - Jan Young, MBA, CSPO, CSM In this episode, Jan breaks down how account managers can build strong, lasting relationships with their clients. Key insights from the episode: - Stay engaged with clients beyond the first sale to unlock upsell opportunities and boost retention. - Use a focused approach post-sale to handle renewals with the right insights and confidence. - Be a trusted advisor by helping clients navigate their changing goals and showing real impact. If you’re aiming to boost client satisfaction and grow your accounts, this episode is worth a listen. Account Management Secrets is available on all podcast platforms.

Here’s what we learned from “Why Account Management Matters More Than Ever” with Alex Raymond: “What if I told you that you’re responsible for over 70% of your company’s revenue, but probably aren’t getting the recognition, resources, or support you deserve?” - Alex Raymond In this episode, Alex talks about why account managers are key to driving long-term growth and why focusing on client retention matters more than ever. Key takeaways: - Account managers often generate the majority of a company’s revenue, yet don’t always get the credit or support they deserve. - Deepening existing client relationships not only boosts retention but can also be more profitable than chasing new business. - Account management is evolving into a strategic role, moving beyond renewals and focusing on driving real value and long-term success for clients. If you want to see how account management drives real impact, don’t miss this episode. Account Management Secrets is available on all podcast platforms.

Jan Young shared her knowledge of customer success and post-sale strategies in Episode 3 of the Account Management Secrets Podcast. “We need to help marketing understand who the most successful customers are, which ones are more likely to renew and expand, and how they should go about identifying those customers in the marketplace.” - Jan Young, MBA, CSPO, CSM In this episode, Jan covers: - The importance of “earning the right to sell” to boost net revenue retention. - Building meaningful, long-term client relationships that grow as their goals evolve. - How consistent post-sale engagement and structured methods for renewals and upsells make a difference. - The value of tracking key metrics like onboarding success and time to first value to improve client conversations. If you're looking to grow client relationships and drive long-term success, don’t miss this episode. Account Management Secrets is available on all podcast platforms.

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 Account Management Secrets is available on all podcast platforms.

Big thanks to Jan Young, who shared her knowledge of customer success and post-sale strategies on the Account Management Secrets Podcast. “You need to understand and translate how you’re impacting the business overall. This enables you to step up to the executive level and communicate effectively with other executives on the team.” - Jan Young, MBA, CSPO, CSM In this episode, Jan covers: - The importance of “earning the right to sell” to boost net revenue retention. - Building meaningful, long-term client relationships that grow as their goals evolve. - How consistent post-sale engagement and structured methods for renewals and upsells make a difference. If you're looking to grow client relationships and drive long-term success, don’t miss this episode.

Thanks to Tim Riesterer, an expert in customer retention and expansion strategies, for being our latest guest on the Account Management Secrets Podcast! “There are three reasons customers leave: they were pushed away, pulled away, or priced away. Understanding this can be key to winning them back.” - Tim Riesterer Lots of valuable insights in this conversation: - How to master the art of win backs by identifying why customers left in the first place. - Why a personalized approach to renewals can improve retention and foster loyalty. - The importance of addressing customer issues directly to build trust and prevent churn. - Practical strategies for navigating tough conversations around price increases. If you’re looking to retain clients and grow your business relationships, don’t miss this episode. Account Management Secrets is available on all podcast platforms.

Don’t miss Jay Nathan’s knowledge of customer success and account management strategies in Episode 1 of The Account Management Secrets Podcast. “Every team should have some kind of number, some kind of metric to show what their impact on the business is.” - Jay Nathan In this episode, Jay breaks down: - Why it’s crucial for customer success teams to focus on measurable business results like revenue, bookings, and retention. - How aligning customer success efforts with overall company goals can help reduce churn and drive long-term growth. - The key role of onboarding and enablement resources in keeping customers around for the long haul. - The shift toward sustainable business practices and why customer success teams need to focus on delivering real, measurable outcomes. If you’re looking to understand how customer metrics can drive success, this is a must-listen. Account Management Secrets is available on all podcast platforms.

Thanks to Mary Poppen, President & Chief Customer Officer at HRIZONS, and author of "Goodbye Churn, Hello Growth" for being our second podcast guest on Account Management Secrets! In this episode, Mary and Alex Raymond discuss: - What it means to be a Chief Customer Officer (CCO) and why it’s more crucial than ever in 2024. - Her powerful '5 Ps' framework for boosting customer success and retention. -How to create ‘wow’ customer moments through customer intimacy and contagious enthusiasm. - Practical insights from her first 100 days at HRIZONS, where she implemented these frameworks. If you want to better understand customer success and how to drive meaningful results for your clients, this is a must-listen. Account Management Secrets is on all podcast platforms.

Here’s what we learned from “Mastering the Art of Win Backs and Renewals” with Tim Riesterer: “Winning somebody back who had experiences with you is easier than taking net new share. You need to understand why they left because certain reasons for leaving are more likely to result in a potential opportunity for a win back.” - Tim Riesterer Great takeaways from this conversation: - To win back clients, start by understanding why they left in the first place. - Keeping the big picture in mind and focusing on long-term goals is essential for rebuilding trust. - When handled right, service failures can actually boost client loyalty and strengthen relationships. If you want to improve your skills in renewals and client recovery, this conversation is a must-listen. Account Management Secrets is available on all podcast platforms.