Managing accounts that matter.
WHAT DIFFERS FROM SUPPORT
Support responds; success anticipates.
WHAT IT INVOLVES
Understanding what the customer is trying to achieve Ensuring they reach it Identifying risk before it becomes cancellation Finding opportunities to expand
WHICH ACCOUNTS WARRANT IT
Those whose loss would be material.
WHAT TO ESTABLISH PER ACCOUNT
What success means to them Who the users are Who the decision-maker is When their renewal falls
WHY THE DECISION-MAKER MATTERS
The person using the product frequently does not sign the contract.
WHAT TO MONITOR
Usage trends Support history Changes in personnel Adoption across their organisation
WHY PERSONNEL CHANGES MATTER
A new decision-maker reviews existing arrangements.
WHAT TO DO WHEN ONE ARRIVES
Introduce yourself, and establish their priorities.
WHAT A REGULAR REVIEW SHOULD COVER
What they have achieved What is not working What is coming What they need next
WHAT TO AVOID
Reviews that are sales meetings Contact only at renewal
WHY THAT SECOND POINT
It is transparent, and it fails.
WHAT TO PREPARE BEFORE RENEWAL
Evidence of value delivered.
