Managing 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.