When one account matters disproportionately.
WHAT DIFFERS
Their loss is material They may have contractual commitments Several people use the account
WHAT TO ESTABLISH
Who the contacts are, and what each is responsible for What their arrangement includes Who decides on their side
WHAT TO PROVIDE
A known route, rather than the general queue Faster response, where committed Proactive contact
WHAT TO AVOID
Service so different that other customers notice Commitments you cannot sustain as they grow
WHY THAT SECOND POINT
Bespoke handling for one account becomes unmanageable across ten.
WHAT TO DOCUMENT
Anything agreed with them specifically.
WHY
It is otherwise held by one person, and lost when they leave.
WHAT TO MONITOR
Their usage Their ticket history Changes in their personnel
WHY PERSONNEL CHANGES MATTER
A new decision-maker reviews existing arrangements.
WHAT TO DO WHEN ONE ARRIVES
Introduce yourself, and establish their priorities.
WHAT TO REVIEW PERIODICALLY
Whether they are getting value.
WHAT TO PREPARE BEFORE RENEWAL
Evidence of what you delivered.
WHAT TO BE CAREFUL ABOUT
Concentration: a single customer whose loss would be serious.
