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Managing Your Book of Business
Episode 2: Strategies for effectively prioritizing your book of business
Summary
In this conversation, Chris and Jason discuss effective strategies for managing a book of business, particularly during account transitions. They explore the importance of expectation setting, prioritization of accounts, and the balance between high-touch and low-touch customer engagement. The discussion also highlights the significance of training and relationship building in customer success management.
Chapters
00:00 Managing Account Transitions Effectively
05:14 Determining the Right Number of Accounts
11:17 Prioritizing Customer Engagement
14:24 Balancing Customer Needs and Time Management
Takeaways
Transitions require a methodical approach to account management.
Setting expectations with new accounts is crucial for success.
Transition accounts provide an opportunity to showcase refined skills.
The number of accounts a CSM can manage effectively varies by segment.
Renewal timelines should dictate prioritization of customer engagement.
Understanding perceived risk is essential for account management.
Dedicated time for squeaky wheel customers can mitigate their demands.
Looping in support teams can save time and mental health.
Training should be a give-and-take relationship with customers.
Building tactical relationships is key to customer success.
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