Account Management Best Practices: Strategies, Tactics & More to Increase Retention, Loyalty & Lifetime Value
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Presentation deck from June 10, 2015 AA-ISP (American Association of Inside Sales Professionals) Front Lines Conference in Denver, Colorado
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Account Management Best Practices: Strategies, Tactics & More to Increase Retention, Loyalty & Lifetime Value
- 2. #IS2015 Matt Heinz President, Heinz Marketing Inc matt@heinzmarketing.com @heinzmarketing Account Management Best Practices: Strategies, Tactics & More to Increase Retention, Loyalty & Lifetime Value
- 3. #IS2015 Housekeeping • Copy of this deck • Offers for you • 10 minute brainstorm: “Your hardest problem” • Successful Selling • Modern Marketer’s Field Guide • Content Marketing Best Practice Guide • B2B Sales & Marketing Metrics Best Practices Guide • Send me an email (matt@heinzmarketing.com) or hand me a business card with what you want
- 4. #IS2015 Objectives & Measures of Success Organization • Retention • Loyalty • NetPromoter score • Renewals • Land & expand • Referrals Individual • Average NetPromoter score • Cross-channel touches • Book of business • Referrals
- 5. #IS2015 Account Management Roles • Be intentional and clear with your team • Trusted, go-to expert • Community manager • Cheerleader • Salesperson • Have you trained in these roles? • Have you practiced… • Tone • Language • Nomenclature • Etiquette
- 6. #IS2015 Customer & industry knowledge • Do they understand… • Industry jargon • Seasonal calendar & events • Acronyms • Work cycles
- 7. #IS2015 Skill sets • Time management & triage • Daily execution discipline • The art of conversation • Active listening • Trouble signs
- 8. #IS2015 The Daily Do • Social dashboards – companies, targets, peers, colleagues
- 9. #IS2015 The Daily Do • Trigger Events
- 10. #IS2015 The Daily Do • Trigger Events
- 11. #IS2015 Matt’s Daily Do List 1.Schedule (yesterday & today - follow-ups, thank yous, LinkedIn requests) 2.Touch Base (birthdays, Likes) 3.Thank you notes 4.Chochkie mailings – notepads, coasters, water bottles, notebooks? 5.Tweepi (#mktggenius, #mktgnation, #forrforum, #martech, #salesacceleration, #sdsummit, #b2bsummit, #socialhangout, @chiefmartec) 6. Named Account engagement 6.5 @Action clean-out 7.Gmail 7.5. Google+ adds & Plus-Ones 8.Cell phone voicemails 8.5. QuotaDeck 9.Text messages 10.Contactually (including the Bucket Game) 11.Reading folder 12.Salesloft Prospector follow-up 13.Endorsements (skills, Kred, Klout) 13.5. LinkedIn group approvals 14. Facebook review 15.Feedly review 15.5. SFDC leads (no source, web site visits) 16. Buffer refill 17.Moleskine To-Do list 19.Engage (Comments, LinkedIn Groups)
- 12. #IS2015 Relationship-building tactics • Get personal! • Build a relationship with the person, not the persona • 3x3 process • Find them on alternative channels – Pinterest, Instagram, etc.
- 13. #IS2015 Content nurture & curation • Drip content across channels • Industry news & blogs • Centralized curation • Scheduled & situational • Be the go-to!
- 14. #IS2015 The Seven Productivity Habits 1. Project Lists 2. Task Lists, Organization & Filtering 3. Email Management 4. Note Taking, Triage & Filing 5. Time Management 6. Idea Capture 7. Automation & Reminder Tools
- 18. #IS2015 Note Taking, Triage & Filing
- 21. #IS2015 Automation & Reminder Tools
- 22. #IS2015 If you want more…
- 23. #IS2015 Thank You! Matt Heinz President, Heinz Marketing @heinzmarketing matt@heinzmarketing.com
Editor's Notes
- I have three: Active, Delegated & Someday Weekly review process Add and forget (until Sunday) (print a copy for show-and-tell tomorrow) Smartsheet for groups @WaitingFor folder Contactually Projects – Delegated folder
- Sort by context Use dates unless it’s not deadline-driven “One of Five” Use tools to make it available everywhere Make the “anywhere” tasks truly anywhere (folder for plane time) “free” calendar reminders
- Inbox Zero is a myth Folders aplenty @ folders Two minute rule One read rule (if you can’t follow it, don’t check your email) 24 hour rule
- (take copy of notepad for show and tell) Pen and paper always (Evernote for conferences sometimes) Transfer the checkboxes Scan and archive the notes
- Block time Nights off Always have something to do with you Meetings – have an agenda, start on time, question recurring meetings, huddles instead
- Pen and paper Moleskine AquaNotes Dragon Dictation Dial2Do
- Smartsheet Daily Do List Social tools – Hootsuite, Buffer Contactually LinkedIn Contacts