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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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