Learn Share Network

#IS2015

Matt HeinzPresident, Heinz Marketing Inc

matt@heinzmarketing.com @heinzmarketing

Account Management Best Practices: Strategies, Tactics & More to Increase

Retention, Loyalty & Lifetime Value

#IS2015

Housekeeping

• Copy of this deck

• Offers for you• 10 minute brainstorm: “Your hardest problem”• Successful Selling• Modern Marketer’s Field Guide• Content Marketing Best Practice Guide• B2B Sales & Marketing Metrics Best Practices Guide

• Send me an email (matt@heinzmarketing.com) or hand me a business card with what you want

#IS2015

Objectives & Measures of Success

Organization

• Retention

• Loyalty

• NetPromoter score

• Renewals

• Land & expand

• Referrals

Individual

• Average NetPromoter score

• Cross-channel touches

• Book of business

• Referrals

#IS2015

Account Management Roles

• Be intentional and clear with your team• Trusted, go-to expert• Community manager• Cheerleader• Salesperson

• Have you trained in these roles?

• Have you practiced…• Tone• Language• Nomenclature• Etiquette

#IS2015

Customer & industry knowledge

• Do they understand…• Industry jargon• Seasonal calendar & events• Acronyms• Work cycles

#IS2015

Skill sets

• Time management & triage

• Daily execution discipline

• The art of conversation

• Active listening

• Trouble signs

#IS2015

The Daily Do

• Social dashboards – companies, targets, peers, colleagues

#IS2015

The Daily Do

• Trigger Events

#IS2015

The Daily Do

• Trigger Events

#IS2015

Matt’s Daily Do List

1.Schedule (yesterday & today - follow-ups, thank yous, LinkedIn requests)2.Touch Base (birthdays, Likes)3.Thank you notes4.Chochkie mailings – notepads, coasters, water bottles, notebooks?5.Tweepi (#mktggenius, #mktgnation, #forrforum, #martech, #salesacceleration, #sdsummit, #b2bsummit, #socialhangout, @chiefmartec)6. Named Account engagement6.5 @Action clean-out7.Gmail7.5. Google+ adds & Plus-Ones8.Cell phone voicemails

8.5. QuotaDeck9.Text messages10.Contactually (including the Bucket Game)11.Reading folder12.Salesloft Prospector follow-up13.Endorsements (skills, Kred, Klout)13.5. LinkedIn group approvals14. Facebook review15.Feedly review15.5. SFDC leads (no source, web site visits)16. Buffer refill17.Moleskine To-Do list19.Engage (Comments, LinkedIn Groups)

#IS2015

Relationship-building tactics

• Get personal!

• Build a relationship with the person, not the persona

• 3x3 process

• Find them on alternative channels – Pinterest, Instagram, etc.

#IS2015

Content nurture & curation

• Drip content across channels

• Industry news & blogs

• Centralized curation

• Scheduled & situational

• Be the go-to!

#IS2015

The Seven Productivity Habits

1. Project Lists

2. Task Lists, Organization & Filtering

3. Email Management

4. Note Taking, Triage & Filing

5. Time Management

6. Idea Capture

7. Automation & Reminder Tools

#IS2015

Project Lists

#IS2015

Task Management

#IS2015

Email Management

#IS2015

Note Taking, Triage & Filing

#IS2015

Time Management

#IS2015

Idea Capture

#IS2015

Automation & Reminder Tools

#IS2015

If you want more…

#IS2015

Thank You!

Matt HeinzPresident, Heinz Marketing@heinzmarketingmatt@heinzmarketing.com

#IS2015Learn Share Network