We know that there is huge pressure on Customer Success managers and Heads of Account Management to deliver on increasingly challenging NRR goals. Managers are tasked with building individuals and teams that can drive strong adoption and usage to retain the status quo (loyalty). But they must also leverage that customer advocacy with a team that has the courage to engage in upselling and cross-sell activities, and win!
We assessed the impact of the Sandler Programme developed for our account management teams. The account managers who were engaged in the Sandler Programme delivered an average of 350% more GP than those that were not. This ROI together with the value we place on the advice and counsel we receive from Chris and his team meant it was a no brainer for us to expand the programme further across all our teams.
Dana Kajtezovic, EVP Client Experience - Investis Digital