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 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
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
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
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
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
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
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