Episode 5
Driving Value and Revenue through effective Account Management
MSP customers can be the gift that keeps giving. To ensure that you are maximizing each relationship you will require a strategic account management process.
About This Episode
In this episode we discuss the role of the MSP Account Manager. A great account manager can maximize the lifetime value of the relationship and ensure that the relationship sticks long-term
Brian outlines the strategic account management process he employed while running his MSP. Key points are understanding the key initiatives and obstacles that a client is facing and making recommendations to contribute to solving each.
We also identify the key difference between the Key Account Manager (KAM) and the Technical Account Manager (TAM). Key drivers for each role depends on the size on personnel of the MSP. We also discuss how these resources can “stealth sell”.
Tim discusses how to leverage the DISC profile for assessing resources and determining how to assess success in each role. Robb discusses the communication style that can be leveraged within the DISC profile.
We dive into QBR’s as an account management tool. We discuss the frequency of Business Reviews and that should drive those meetings. WE talk about ways to rate your clients to determine frequency and driving value back to your client.
We close the meeting with staying in contacts with clients begin the key to account management. You need to be proactive and stay ahead of issues.
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