Account Management

Keeping the clients you already won, before they quietly stop calling

A rental house does seventy per cent of its work for eleven clients. One of them stops calling. Nobody notices for four months, because there was no particular moment when it stopped: the enquiries just thinned, and everybody was busy.

Inside: What Account Management Is - Which Accounts Get This Treatment - The Bow-Tie and the Diamond - Serving the Client - The Six Stages - Retaining & Growing Accounts - The Account Plan - The AV Account Year - Handling Issues & Building Loyalty - Why Accounts End - Account Management Mastered - Where to Go Next.