Molly Savage Breiner

The difference between Key Account Management and Customer Success

*This was originally published on Synap Software Labs’ blog. Today’s increasingly complex and competitive business environment, coupled with a major shift in buyer power, has...

Key account planning should be at the top of your new year’s resolution list

*This was originally published on Synap Software Labs’ blog. At the end of 2015 I made a prediction that 2016 would be the year of...

Five traits of successful Account Managers

*This article was originally published at http://journeys.getsynap.com/five-traits-of-successful-account-managers Being an account manager requires the continual balancing of internal and external priorities related to sales, project management,...

“Owning” customers: The toxic-wasteland for collaboration

Side-stepping the very obvious problematic and negative connotations stemming from the terminology, “owning” customers, prospects, or accounts is a truly terrible concept. I’ll dig...

Hiring for (Customer) Success, Pt. 2: Fit and Growth

*This article was originally published at http://journeys.getsynap.com/hiring-for-customer-success-fit-and-growth In the first article of this series, we laid the foundation of organizational questions you should answer before...

Hiring for (Customer Success), Pt. 1: Where to Begin

*This article was originally published at http://journeys.getsynap.com/* Let’s assume you already understand the why - Customer Success is essential to ensuring your customers find continued...

Sorry, not sorry: Say ‘bye’ to the stale non-apology

It’s inevitable that at some point in your company’s lifetime, you will make a mistake and an unhappy customer will be born. What’s important...

The top 6 reasons 2016 will be the year of customer succcess

The year 2015 highlighted quite a few industry trends making big impacts. Security became a much higher priority for all companies, not just those...

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