Mastering Key Account Management with Alex Raymond

Alex joins Betsy and Tony to talk about proper key account management. He shares his entrepreneurial journey and what he refers to as the “classic startup pivot”. About a decade ago, he formed Kapta, originally a Human Resources software business turned key account management platform. The pivot occurred after the Kapta team simply spoke to their customers. They initiated the customer discovery process and learned the customers weren’t struggling with HR software as much as visibility into customer accounts. There was nowhere to capture key account strategies, track their goals, and understand if a customer was healthy or at risk.  

 

Alex shares insights during this episode about the difference between key account strategy (“We are customer-centric.”) and key account tactics: Knowledge of Customer, Actions based on knowledge, Measure Impact.  

 

That brings us to KAMCon. Kapta’s annual conference designed for practitioners in the field who want to better understand the art and science of account management.  

 

SPECIAL OFFER: Listen to this episode and receive the discount code for KAMCon that Alex so graciously offers our audience - $150 off the April 2022 conference registration!