vmartinez

Fill in the blank: An account manager should be continually reviewing their client’s account and performing _________ throughout the client’s lifecycle.

 

health checks
renewal calls
goal setting
alerts

 

All of the following are best practices for ongoing client management, EXCEPT:

 

Schedule calls and create call agendas
Avoid making your client interactions touchless where possible
Be a brand advocate for your client
Help negotiate for your client’s needs

 

True or false? It’s important to adopt soft skills to align with your client on a personal level.

 

True – finding areas of commonality will help you establish trust early on and open the conversation with your client.
True – the most important thing is to make sure your client sees you as a friend. If your client likes you, they’re less likely to fire you.
False – a client is paying you to provide a service, not be their friend. As long as you get the work done, you don’t need to worry about building a relationship.
False – avoid talking to your client about anything besides work, since this ends up wasting valuable time.

 

Fill in the blank: A ____________ is a great way to perform health checks with your clients.

 

Net Promoter Score survey
service level agreement
business one-page questionnaire
renewal call

 

 

True or false? Ongoing client management means simply providing constant communication to your clients.

 

True

 

False

 

True or false? Debrief your past onboarding experiences to understand what worked well and what didn’t.

 

True – set a meeting with all your past clients to learn what you could have improved on.
True – have an internal meeting for each client moving forward to determine how you can improve the process.
False – only debrief your best clients, since this would be too laborious to do for every client.
False – only debrief clients who cancel their engagement with you, since these are clients you can learn from.