Here’s a step-by-step guide on how to improve the retention of accounts:- https://grovaleulers.com/how-to-improve-the-retention-of-accounts/

1. How To Improve The Retention
Of Accounts?
Your Customer does not care how much you know, until they know how much care.
Damon RichardsWhile many organisations want to penetrate deeper into the key accounts and
maximise the possibilities, very few organisations show interest in building a customer-centric
culture. Building Key accounts can be like managing your personal assets.
Building a customer-centric culture, especially within the context of Key Account Management
(KAM), requires a concerted effort from leadership, employees at all levels, and a clear strategy
aligned with your business goals.
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It demands high tenacity and patience to build the culture of Key Account Management.
Here’s a step-by-step guide on how to improve
the retention of accounts:
1. Leadership Commitment: Leadership plays a crucial role in setting the tone and direction of the
organization’s culture. They need to commit to a customer-centric approach and consistently

2. communicate its importance to the entire company. This commitment should be evident in
actions, decisions, and resource allocation. Most importantly, leaders should be willing to invest
time to review the team members on a regular basis.
2. Clearly Define Customer-Centric Values: Identify and articulate the core values that emphasize
customer-centricity. These values should be integrated into your company’s mission and vision
statements. They’ll serve as a foundation for guiding behaviour and decision-making.
3. Employee Training and Development: Provide comprehensive training to employees at all levels,
especially those directly involved in Key Account Management. This training should focus on
customer service skills, empathy, active listening, and problem-solving.
4. Customer-Focused Metrics and Goals: Align performance metrics and goals with customer-
centricity. Instead of solely measuring revenue and profits, consider including metrics related to
customer satisfaction, retention rates, and the success of KAM strategies.
5. Cross-functional collaboration: Encourage collaboration among different departments within
your organization to ensure a seamless and consistent experience for key accounts. Silos can
hinder the delivery of a customer-centric approach.
6. Voice of the Customer (VoC) Programs: Implement VoC programs to gather feedback and
insights directly from key accounts. Use this information to improve products, services, and
processes according to their needs and preferences.
7. Empowerment and Autonomy: Empower employees, especially those in Key Account
Management roles, to make decisions that prioritize customer satisfaction. Give them the
autonomy to address issues promptly without having to escalate every matter.
8. Customer Journey Mapping: Map out the entire customer journey for key accounts, identifying
touchpoints and pain points. This will help you understand their experience better and make
necessary improvements.
9. Continuous Improvement: Foster a culture of continuous improvement by encouraging teams
to regularly review and refine processes, based on both positive and negative customer feedback.
10. Recognition and Rewards: Recognize and reward employees who consistently demonstrate
exceptional customer-centric behaviour. This can be through formal recognition programs,
promotions, or other incentives.
11. Transparent Communication: Maintain transparent communication with key accounts. Keep
them informed about changes, updates, and improvements that are being made based on their
feedback.
12. Lead by Example: Leaders and managers need to lead by example. Show your commitment to
customer-centricity through your actions and decisions.
13. Building adaptability: The business landscape is dynamic, and customer needs evolve over time.
Ensure your customer-centric culture is adaptable and responsive to changing circumstances.
14. Celebrate Success Stories: Share success stories related to exceptional customer service and the
positive impact on key accounts. This can inspire others to emulate such behaviour.

3. Building a customer-centric culture takes time and consistent effort. It’s not just about strategies,
but also about creating an environment where everyone feels responsible for delivering
outstanding customer experiences, especially in the context of Key Account Management.
Kindly visit our Key Account Management Page to acquire a more comprehensive understanding
of our work.
To sum up our conviction on the importance of having conducive values for better retention of
accounts, sharing a quote here:
To give real service, you must add something which cannot be bought or measured with money,
and that is sincerity and integrity.
Douglas Adams, author.