Om Account Management (a tactical guide to success)
New to the role of Account (or Client) Management? Want to learn specific tactics to help you be a better client manager? You’ve come to the right place. Account Management (a tactical guide to success) is the podcast for what happens after the sale. We offer sound advice for Account Management professionals who want to sharpen their skills and grow in the role. We focus on real-world advice and tactics for success.
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In this episode, Fred and John discuss:Negotiations Process: anchoring, leveraging interests, etc.Common negotiation mistakesEthics in negotiations
Negotiations Part 1 (00:56:57)
In this episode, Fred and John review the initial stages of negotiation:1) Knowing the types of negotiations2) Preparation - ZOPA, BATNA, goal-setting3) Books we recommend
DISC for Account Managers (00:51:10)
In this episode, Fred and John discuss using DISC as an Account Manager:Review of what DISC means and how to use as an Account ManagerFred and John's DISC profilesWe attempt to guess famous people's profilesAlso a discussion of Pop-Tarts
How to Work with Internal teams (00:49:17)
In this episode, Fred and John discuss:Misconceptions on how to work with internal teamsWhat to do instead
Finance and Accounting for Account Managers (00:52:54)
In this episode, Fred and John discuss:Mindset of Accounting and Finance (vs. Account Managers)Finance's primary concernsHow to interpret the output of Finance and Accounting as an Account Manager
How to Successfully Land An Account Manager Role (00:48:50)
In this episode, Fred and John discuss the best ways to be successful applying for a role as an Account Manager including:
Getting your foot in the door
Resume
Interviewing
First three months
Wrap up of the basics of Account Management (00:47:27)
In this episode, Fred and John do a wrap-up of topics from the book. Including:
Be more than a pass through
Be a student of the game
Be a person of character
Resources available for further study
Communications (Part 2) (00:44:58)
In this episode, Fred and John continue the conversation about the right way to approach communication with your clients. Including:
-Communication with emotional context
-Knowing your audience
-Using listening as a communication tool
Communications (Part 1) (00:49:20)
In this episode, Fred and John discuss the right way to approach communication with your clients. Including:
- When to communicate
- Dangers of email
- Being positive
- Grammar and syntax
The Art of Client Entertainment (01:08:16)
In this episode, Fred and John discuss the (sometimes tricky) art of client entertainment. Including:
- Basics of approach to the process
- Rules of the road
- Difficult situations including harassment
Meetings and Agendas (00:46:47)
In this episode, Fred and John discuss the finer points of putting together a successful client meeting. How to prepare, how to ensure no technical failures, and how to project presence. Also what to do after the meeting to ensure successful execution.
How to Travel (00:30:41)
One of the least discussed aspects of Account Management is how to approach travel. In this episode, Fred and John discuss the three commandments of business travel:
1. Pack light and never check your bag
2. Think through logistics
3. Coordinate internal parties (i.e. herd the cats)
Plus discussion of appropriate dress code.
Lead By Example (00:48:39)
In this episode, Fred and John discuss how to lead by example as an Account Manager. Discussion of the strategies and tactics to demonstrate leadership in your organization and with your clients.
Remind the Client Why You are There (00:46:03)
In this episode, Fred and John discuss the basics of reinforcing your value proposition to your client. Including a deep-dive into the seven-step QBR (Quarterly Business Review) process. Also, a discussion of the virtues of Fred Water.
Embracing Risk with Yes (00:36:37)
In this episode, Fred and John cover how an Account Manager should think about when to say yes to client ideas. How do you know when it's ok to say yes? What should be your process if you are not certain? When should you take risks? In addition, Fred and John discuss some negotiation resources.
When the Deal isn't Done (00:54:58)
This podcast covers what you do when you as an Account Manager realize there are still contractual or negotiation open items with your client... the 'deal isn't done'. We discuss how to approach tactically and strategically. Also, listener mailbag!
How to Think about Growth (00:46:29)
Fred and John review the skills needed to grow account management clients including:
Project management
Business reviews/goalsetting
Relationship maps
Goalsetting
Plus, listener mailbag!
Special Guest Episode: Brandon Horne (00:44:48)
In this special episode, Fred and John talk to Brandon Horne about his success as an account manager and advice he gives to new account managers.
Special Episode: How to Build an Account Management team (00:39:55)
In this special episode, Fred and John take a break from reviewing Account Management basics and instead discuss an important topic for managers and leaders: how to build an Account Management team. Important tips include:
Hire business owners
Identify the right talents
Don't worry about hiring industry experts
Teach how to approach the role
Creating Connections and Seeking to Understand (01:00:51)
Fred and John review concepts from ""A Dragon Walks Into a Meeting" Chapter 2. In this episode, we review how to create connections from a tactical perspective including:
Learning about the client as a task
The first five minutes
How to interact with senior executives
Business etiquette
Special Guest Episode: Christy Hyde (00:37:52)
In this episode, Fred and John talk with special guest Christy Hyde about her experience as an account manager leader and advice she gives to other account managers.
The Six Philosophies of Account Management (Part 2) (00:28:49)
Fred and John continue their conversation about the philosophies of account management, focusing on the last four.
The Six Philosophies of Account Management (Part 1) (00:36:09)
In this episode, Fred and John discuss the six core philosophies of good Account Management. In later podcasts, they will refer back to these very important six core principles.
Job #1 of Account Management: Building Relationships and Trust (Part 2) (00:25:32)
Fred and John continue the conversation about how to build relationships and trust with business clients. In this episode, they cover managing your client's emotional bank account and how to think about delivering a relationship debit.
Job #1 of Account Management: Building Relationships and Trust (Part 1) (00:20:57)
In this podcast, Fred and John discuss Job #1 of the Account Manager: Building relationships through building trust.
