Account Management (a tactical guide to success)

In this episode we cover the "Account Management Leadership Pyramid" - a framework for thinking through a strategic approach to account management leadership.

In this episode, Fred and John cover how to do a Client scorecard: -Why Scorecards Matter -There Is No Perfect Scorecard - the process is the result -Four Categories That Usually Matter -Don't Let the Metrics Become the Goal - as always, the goal is Trust -Performance Management vs. Performance Reporting

In this episode, we explore concepts of leading an Account Management team with Brooke Feldman, SVP Operations and Client Success at Arrive, a global provider of parking and city management solutions. We discuss: Biggest mindset shifts to move to leadership Qualities to look for when hiring account managers Creating confidence within the team Balancing revenue andr relationship pressures Operating cadence And more!

In this Episode, Fred and John welcome special guest Elena Casal , Chief Client Officer for the Clearing House. The Clearing House is one of the US's largest payment networks. In this episode, we cover: - Embracing sales as an account manager - 'Selling' vs. adding value - Account plans - Building relationships - Asking for the sale

In this episode, Fred and John review how to handle outages or emergencies as an Account Manager, including: The First 15 Minutes: What to Say Immediately Communicate on the period you specified, even if nothing changes Decide communication mode and whether it needs to escalate based on the size of the client and the nature of the outage Internally align on messaging prior to later communications Things not to say Resolution message Subsequently, extra focus on building trust

In this episode, Fred and John discuss Business Ethics specifically for Account Managers Most Common Scenario: Ethical Communication During Problems Quota vs. Client Best Interest Overselling vs. Honest Positioning or overselling the roadmap Discounts and Pricing Ethics Data and Confidentiality Responsibilities

In this episode, Fred and John discuss the top ten mistakes made by B2B account managers: Thinking some else is the quarterback “I think” Not bringing recommendations along with problems Not being willing to be a pincushion Complaining about the client in the open Assuming not hearing from clients means everything’s good Referring to your internal team as ‘them' Waiting until renewal to sell the value prop No account plans Not answering the question directly - “Curse of Knowledge”

In this episode, we host special guest Tim Stoltenberg, the Creative Director of Dad’s Garage (www.dadsgarage.com) - the legendary Atlanta-based improvisation team. From Tim we learn about: How improv skills are not about being funny, but about listening Using improv to solve problems together Listening to understand, instead of to respond Using “yes and..” Avoiding bulldozing Using silence And a deep discussion of the meaning of the word portmanteau. Be sure to check out Dad’s Garage!

In this episode, Fred and John discuss: -Realities of the client executives you manage And tactics to help: -Be present -Use the phone -Answer the question -Send an ‘industry update -Storm the castle -Send thank you notes -Send a holiday gift or holiday card And Pimento cheese

In this episode, Fred and John discuss: Negotiations Process: anchoring, leveraging interests, etc. Common negotiation mistakes Ethics in negotiations

In this episode, Fred and John review the initial stages of negotiation:1) Knowing the types of negotiations2) Preparation - ZOPA, BATNA, goal-setting3) Books we recommend

In this episode, Fred and John discuss using DISC as an Account Manager: Review of what DISC means and how to use as an Account Manager Fred and John's DISC profiles We attempt to guess famous people's profiles Also a discussion of Pop-Tarts

In this episode, Fred and John discuss: Misconceptions on how to work with internal teams What to do instead

In this episode, Fred and John discuss: Mindset of Accounting and Finance (vs. Account Managers) Finance's primary concerns How to interpret the output of Finance and Accounting as an Account Manager

In this episode, Fred and John discuss the best ways to be successful applying for a role as an Account Manager including: Getting your foot in the door Resume Interviewing First three months

In this episode, Fred and John do a wrap-up of topics from the book. Including: Be more than a pass through Be a student of the game Be a person of character Resources available for further study

In this episode, Fred and John continue the conversation about the right way to approach communication with your clients. Including: -Communication with emotional context -Knowing your audience -Using listening as a communication tool

In this episode, Fred and John discuss the right way to approach communication with your clients. Including: - When to communicate - Dangers of email - Being positive - Grammar and syntax

In this episode, Fred and John discuss the (sometimes tricky) art of client entertainment. Including: - Basics of approach to the process - Rules of the road - Difficult situations including harassment

In this episode, Fred and John discuss the finer points of putting together a successful client meeting. How to prepare, how to ensure no technical failures, and how to project presence. Also what to do after the meeting to ensure successful execution.