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
Sales
I have a sales team; do I really need account managers too?
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
Revisiting Fundamentals: What is Account Management?
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
Wanting to connect and engage with clients? Think about their social needs.
I often talk about ‘connection’ and ‘engagement’ (in a business context) and how they work together. I believe one generally leads to the other. Business owners and leaders who feel strongly connected to the purpose of their business are engaged wholeheartedly and with passion. Employees who find themselves connected to their company’s values and goals … Read More
What do in-groups and out-groups have to do with team engagement?
Workplace engagement is the measure of connection and commitment employees have with and to their place of work. The stronger the feelings of connection and commitment, the higher the engagement. If we want to retain good people and recruit additional talent, staff engagement is critical. A key to building engagement is providing a psychologically safe … Read More
What do biases have to do with sales?
Decision making biases and filters Believing that prospects or clients think the same way, make decisions using the same criteria or are motivated by the same things as we are, is a default thinking filter for many of us. But no two brains, or life experiences are the same. Which is why people think through … Read More
3 questions to ask when qualifying a sales lead
There is a cost to acquiring new customers. Every proposal or request for tender/information you, your team, or your outsourced bid writer completes takes time, effort and money. Knowing your Customer Acquisition Cost (CAC), enables you to determine the return on investment of those efforts to grow your client base. It’s calculated by adding up … Read More
Advocate clients are your best sales reps
How do you cultivate advocate clients? By providing an amazing customer experience supported by genuine account management relationships built on trust and understanding. When your business is focused on engaging, delighting and retaining your clients, this in turn can attract new ones. The best sales reps for your business are your advocate clients. An effective … Read More
Why you should care about your clients’ Dopamine levels.
In last month’s blog I talked about the brain being a a complex structure, processing information via circuits that connect various parts of the brain to each other. I also touched on the fact that the circuits in our brains have been created based on our own, individual experiences over time. And thus, no two … Read More
Sales and account managers, you need to get inside your clients’ heads.
Perception, or reality? Both. You’ve probably seen pictures of the human brain – a complex structure of lobes, cortices and systems that basically look the same from one (healthy) person to another. Taking a closer look, our brains process information via circuits that connect various parts of the brain to each other. Whilst basic functions … Read More