Account Management 101
If you're not talking to your customers your competitors are...
Repeat business forms the backbone for companies to survive and thrive. Therefore, to be competitive its vital owners proactively identify issues or threats in order to defend key accounts and prevent customer churn.
So when was the last time you spoke to your customers and what did you say?
Preventing the churn
Jill Avery, Senior Lecturer Harvard Business School states, by the time you see an increase in customer churn rate it is six or eight months after the point in time when you actually failed the custom.
So why rely on bits of paper, diary notes and uncoordinated email trails to measure the quality and frequency of communication with your most valuable customers?
When was the last time you spoke to your customers and what did you say ?
Users are then prompted with colour coded calls to ‘action activities’ to ensure you keep your most valuable customers happy.
How long it’s been since your team have been in contact with customers:
- 3 Months Plus
- 2-3 Months
- 1-2 Months
- Current Month
Customers are segmented and sorted by:
- Account Manager
- Product Share
- If an activity has been scheduled