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Is Your Team Actually a Team? (Spoiler Alert: It Might Not Be!)

The truth about collaboration between Customer Success and Key Account Management


Week done and dusted? Time to high-five Friday and fuel up with this week's newsletter!

We're diving deep into the world of winning teamwork and customer value. Get ready to:

  • Unleash the customer value duo: Discover the secret weapon of CS & KAM and watch your relationships blossom!

  • Turn "meh" teams into champions: Feeling like your "team" isn't really a team? We've got tips to turn things around!

  • Bonus! Score exclusive access to our KAM/CS Teamwork Template: Map responsibilities, brainstorm, and work together seamlessly!

Get the full scoop inside - let's conquer next week (after you enjoy the weekend, of course)!

Customer Success & Key Account Management: A Match Made in Customer Value Heaven

This week's podcast episode from The KAM Club dives into a hot topic: Customer Success (CS) vs. Key Account Management (KAM). Are they the same? Different? Do you need both?

I get asked this question a lot, so I thought I’d answer it and more, plus some actionable tips for making these roles work together like a dream team.

Here's the gist:

  • KAMs focus on high-value clients, driving strategic partnerships and maximizing retention. Think: big wins, upsells, and long-term vision.

  • CS champions overall customer satisfaction, ensuring every client gets the most out of your products and services. Think: onboarding, engagement, and proactive support.

  • Neither role is more important - they're complementary forces! They collaborate to create loyal, thriving, and profitable customers.

So, how can you make the magic happen?

  • Map your roles: Identify overlaps and unique responsibilities to avoid confusion and wasted effort.

  • Shadow each other: Walk in each other's shoes for a day to build empathy and understanding.

  • Cross-functional workshops: Share best practices, brainstorm solutions, and break down silos.

  • Data dive together: Analyze trends to get a holistic view of clients and identify action points.

  • Improve communication: Streamline information flow between departments for better insights and collaboration.

By understanding the differences and fostering collaboration, you can unlock the full potential of both CS and KAM, ultimately driving customer value to new heights.

Want to learn more?

  • Head over to The KAM Club podcast show notes. You can listen on all streaming platforms including Spotify and iTunes.

Tired of the "either/or" debate about KAM and CSM? This exclusive Venn diagram reveals the surprising truth: they're not rivals, they're a power duo!

Explore the distinct strengths of each role (think strategic growth vs. daily delight) and discover the crucial overlap that drives unmatched customer success.

In this Microsoft Word template you’ll find:

  • Visualize how responsibilities intertwine, fostering collaboration and clarity.

  • Identify opportunities to bridge gaps and optimize teamwork.

  • Spark discussions within your key account management and customer success teams.

Download now and unlock the potential of your dynamic duo!

The Real Deal on Teamwork: Are You on a Real Team or Just a Team-in-Name-Only?

When I got to thinking about KAM and CS work together, it reminded of how so often I felt like my "team" didn’t quite feel like a team? Have you ever felt like that?

Turns out we’re not alone! This article from strategy+business dives deep into the different types of working groups and why most of us are probably not on "real teams" as often as we think.

Key takeaways:

  • There are 3 types of working groups:

    • Real teams: Tackle complex problems, have shared purpose, hold each other accountable, and are small (3-4 people).

    • Working groups: Focus on efficiency, have individual accountability, and are larger (6-8 people).

    • Teams-in-name-only: Lack commitment and purpose, use ineffective communication (like endless meetings), and are generally frustrating.

  • Most people are in teams-in-name-only, leading to inefficiency and dissatisfaction.

  • Remote work has exposed these issues but didn't create them.

  • Be deliberate about how you collaborate!

Actionable tips:

  • Identify your group's purpose: Are you solving a complex problem or just executing tasks?

  • Right-size your team: 3-4 for complex issues, 6-8 for efficiency.

  • Make expectations clear: Discuss communication, meeting norms, and individual responsibilities.

By understanding these different types of groups and making conscious choices about how you work together, you can ditch the team-in-name-only frustration and build truly effective teams that thrive, whether remote or in-person.

Want to learn more?

  • Check out the full article for a deeper dive

  • Share this article with your team to spark a conversation about how you can work better together.

Remember, strong teams are the foundation of any successful organization. Let's build them right!

That's a wrap for this week, Heroes! Time to ditch the screens, recharge, and do whatever makes you smile.

(For me, that means attempting some beginner's shuffle moves. I’m off to a dance class on Saturday to chase that Nick the Dancing Weatherman dream! ).

Wishing you all a fantastic weekend! See you next week, refreshed and ready to crush it.

Warwick Brown
Founder @ The KAM Coach

P.S. When you're ready, here are some ways I can help you:

1. Join The KAM Club: Get access to unmatched training, open office hours, exclusive templates, and a community of experts.

2. Try KAM Fundamentals: My 6-week training journey to build trusted advisor relationships and boost client revenue.

3. Get Career Coaching: Whether you need interview prep, first 90-day support, or help at any career stage, I offer tailored coaching programs.

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