Are account management Key Performance Indicators (KPIs) truly necessary? The spoiler is in the title – the unequivocal answer is yes. They serve a dual purpose – for you to measure success and for your account managers to have a clear sense of purpose and direction. The caveat, though, lies in ensuring that these KPIs … Read More
As I strolled through the local shopping centre this October, the familiar strains of Christmas carols and the festive decorations caught my attention. Whilst it’s much too early for jingle bells my opinion, it reminded me that it’s not too early for client account managers to prepare for the holiday season. With just two months … Read More
I’m often asked by businesses whether a Customer Relationship Management (CRM) tool is necessary, and my answer, nine times out of ten, is a resounding yes. If you’re a business that relies on long term client relationships, then a CRM is not just beneficial; it’s essential. Here are 8 things to consider when making the … Read More
In both business and our personal lives change is a constant presence and how we manage change is crucial in charting our path forward. Change broadly falls into two categories: intentional changes we seek and changes we must undergo. Intentional changes are proactive decisions driven by individuals or organisations, borne out of aspirations for improvement, … Read More
In our pursuit of personal and professional growth, there is a delicate balance between discomfort, growth, and progress. Stepping outside our comfort zones often becomes the catalyst for real change and breakthroughs. Here are a few concepts that can impact on our own decision-making as well as our clients’. The Inverted U Theory The inverted … Read More
One of the commonly asked questions in account management is whether to tier (or group) clients. In most cases, the answer is yes. Here’s why. Effective time and resource management: By tiering your clients, you can optimise the time and effort of your account managers. Prioritising high-value clients who contribute significantly to your business or … Read More
In the dynamic landscape of business, a robust account management (customer success) function plays a pivotal role in ensuring client satisfaction and fostering loyalty. However, it’s crucial to be aware of five undeniable warning signs that your current account management approach may be falling short. 1. Declining customer satisfaction If you notice a decrease in … Read More
So, you’re wondering whether you need an account management team when you already have a sales team? The answer is yes – if you are a business that sells products or services to other businesses and relies on long-term customer relationships. Then account management is essential for success. Sales teams are primarily focused on acquiring new … Read More
As a business owner/leader you’ll be no stranger to the importance of sales – it’s what brings in revenue and drives growth. However, there’s another aspect of business that shouldn’t be overlooked either – account management. In fact, good account management can be the difference between a one-time sale and a lifelong client. So, what … Read More
