By: iSimplyAssist
You’re a Rockstar!
You have worked hard on your business creating an excellent product or service. The accounts that you have attained are a direct result of that — now what?
You’re on the road to achieving a sustainable business and to do that you need to be able to keep the customers you have.
Read On!
I have listed below a few simple steps to master the art of account management.
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Organization:
Make sure that all the information you have gathered about your customer and their business is fresh and updated, always remember to update anytime contact is made, even if you do not get them on the phone. I personally rely on a good CRM (Customer Relationship Management) system like Salesforce, Zoho and HubSpot which are databases that store all this valuable information. The information that I store in my CRM system is then used as conversation starters, resolution touch points, and all-around relationship building and maintenance material.
Training & Onboarding
Whenever I have a new client I always create a “New Business Checklist” I make sure that it includes everything I would like to discuss with my new customer along with a detailed explanation of what they can expect from my company, service, and product. Added Tip: You can keep scheduling brief training sessions for problem resolution and to roll out new products and features, even after the customer is no longer “new”. Continue to schedule ongoing follow-up and training for new products and developments which affect the customers’ account.
Follow — up
I have learned that there is nothing more important in account management than communication. The customer must feel important. You cannot simply win their business and wait for them to contact you in the event of an issue. Be proactive, find out how things are going. Learn who they are, by talking you also learn what they need, or what is broken. “Why this matters: No one likes surprises. Constant communication means expectations, priorities, and goals are clear to everyone.” (HubSpot, 2018)
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Finally….
There really is truth in the numbers. I have learned that with account reporting and analytics, you can tell a lot about the successes, failures or where there is room for improvement within the account by gathering key data. Over time you can show your customers how well the account is going or create a comprehensive plan mapping out how you will improve that which isn’t working. Always treat each account with respect. Be proactive, stay attentive, follow-up at least once or twice per month and you’ll have a customer for the long haul! “Why this matters: When an account manager has rapport and trust, he has more influence with teams and clients. This can translate into anything from keeping the client happy with a realistic production schedule to securing needed resources for the team.” (HubSpot, 2018)