What do you say after you say hello? Here are three types of client calls every Account Manager should make each month.  These calls will improve your client relationships, grow your authority and influence, reveal new revenue opportunities and uncover problems:

1) A Satisfaction Call

Go through your CSAT or NPS surveys, trawl through your emails, or check out incident and support tickets – there’s going to be something in there you can use to make a follow up call with your client and ask how they are and if they’re happy.

2) A Review Call

Even if you do quarterly business reviews, check-in every month with your client to make sure things are going according to plan and re calibrate. A 30 minute phone call will go a long way and ensure your plans stay on track and their are no surprises.

3) A Referral Call

You need relationships with budget holders, decision makers and influencers – not just your point of contact. Ask for an introduction and then make the phone call to build your network.

Not sure what to say?

Before you pick up the phone, invest some time to ask yourself a few questions:

  • What information do you want to learn from this call?
  • What information do you want to share during the call?
  • What is the outcome you want from this call?
  • What actions do you want the client to take after the call?
  • What will be your next steps following the call?
  • Why should the client care about anything you plan on discussing?

If you think about the answers to these questions before picking up the phone you will have a very successful call with your client.

Pre-call planning

Take a look at these 45 questions you can ask your client to get to know them better.


How about you? What do you think are some essential calls Account Managers should have with their customers?

Let me know in the comments.

(P.S. the words “client call” may be substituted with “client meeting” – these ideas work just as well for face to face meetings)

Warwick Brown


Warwick Brown has led business development and account management teams in Australia and Europe for more than 15 years and worked with some of the world's most prestigious firms, including Merck & Co, Deutsche Bank, McKinsey & Company and Vodafone. As the founder at Account Manager Tips, his mission is to help organisations leverage the power of key account management to accelerate client retention and revenue.


Tags

client relationships, customer, relationship building, sales


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