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Today we’ll take a look at Customer Success vs. Account Management. This includes their different responsibilities and goals. Let’s take a closer look. Table of Contents Customer Success vs. Account Management What makes Customer Success different? What makes account management different? How Customer Management and Customer Success Work Together Customer Success and Customer Management Customer success describes the overall actions a company takes to delight customers and help them achieve their goals. Many businesses have a dedicated customer success department that operates alongside other customer-facing teams. Customer Success Managers have many responsibilities.
This includes attracting new customers, understanding their needs, and finding solutions to user Phone Number List challenges. The account management team also focuses on supporting customers. They step in whenever a customer has a pressing issue or a general question. For example, when a customer wants to discuss their subscription plan, they work with an account administrator. Account managers often focus more on renewal and upsell opportunities than the customer success team. Where Customer Success and Customer Management Meet While Customer Management and Customer Success operate differently, they share a common goal. See the key similarities below. They all communicate with existing customers. Unlike a sales team, account managers don’t stop communicating with customers after a sale is made. Quite the opposite. That's where their journey begins.
The account manager's role revolves around so-called key accounts. These customers can generate significant revenue or have significant growth potential. Essentially, the account manager's communication with the customer is the same as the customer success communication. They keep each other informed about the latest queries and needs of their clients. Their goal is to satisfy their customers. Both the team and the team want users to get the most value from the service offerings. Because they are assigned to a specific client, they often receive direct requests. Account managers tend to raise questions personally or refer them to customer service. In fact, customer service teams often step in and provide quick assistance because they are customer experience experts. For example, a customer success specialist can show customers what features they are currently missing and how those features can help them achieve their goals faster.
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