Questions

What are some negative signals to look out for from your client?

 

A drop in tool usage
Skipping your check-in meetings
A bad attitude
All of the above

 

Your client has expressed concern at you not meeting their digital marketing goals. They expected their sales to grow by 15% and you only achieved a growth of 10%. They’re starting to question whether inbound is the right way to go for their business and you’re unsure whether they will renew or cancel. How should you grade this client’s health?

 

Red – the client is most likely going to cancel. Prepare your cancellation call with the marketing manager, notify HubSpot, and pass their contact details on to your HubSpot account manager.
Orange – there’s potential for the client to renew or cancel. Even though you’ve seen an improvement in performance, you need to come up with a plan to improve results even more.
Green – you’re confident the client will definitely upgrade or renew. While the client has expressed some concerns, you’ve still improved their performance.
None of the above – you don’t have enough information at this point to grade the client’s health.

 

 

True or false? You only need to run a post-call debrief after a cancellation call, not a renewal call.

 

True

 

False

 

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.