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 made the need to develop deep customer relationships more important than ever. Congruent with this, the development and maturation of...

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 customer success. Looking back on the year, I can confidently say it had its biggest year to date. Companies released...

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, and support tasks. Ask any successful account manager and they’ll tell you that quarterbacking customer relationships is hard, often thankless,...

“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 into the details a little later, but the overarching consequence of “owning” is the toxicity to building a collaborative work...

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 growing your team. We covered understanding where your business is in its lifecycle, who your clients are, the complexity of...

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 value in your offerings, and thus is critical to your company’s success. So you’ve gotten buy-in from your CEO to...

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 to note is how critical a moment that is for both customer and company. The way you handle it can...

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 in the financial and healthcare industries. Companies migrating to the cloud became the norm. The big data and IoT phenomenon...

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