GGR Community Summary from January 14, 2021
Thanks so much @Matt Vadala, @Ed Powers, @Jeremy Donaldson, @Russell Bourne, @Markus Siebeneick, @Laura Lakhwara, @Namhar, @madelyn , @Shari Srebnick, and @Dan Conroy for speaking on behalf of your teams about Red Account Playbooks.
Here are the highlights:
Engage with your cross-functional peers
- Brainstorm and coordinate with all members of the account team on an account at risk
- Sync with Product, Marketing, Sales to discuss emerging trends, patterns, and other recurring feedback to avoid escalations
- Have internal EBRs for large accounts with the exec team
- Establish a cross-functional SWAT team with the support of their managers to be ready to tackle issues when needed
Recognize which problems you should fix
- Not all issues are caused by us
- "Fire" demanding customers
- Track internal politics and other dynamics at the client (sponsor move/loss, lack of IT support, missed client deliverables,...) and develop counter strategies
- Engage and collaborate with the customer to create joint ownership of the resolution of issues
Develop lighthouse accounts
- Point struggling customers at what comparable customers are doing (different) and pull them along
Continuously learning and improving
- For all accounts/situations: What are the lessons learned?
- Root cause analysis for escalated issues and risk mitigation strategies
Misc
- Offer product exchanges if a different product may be better suited for a customer use case
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Andreas Knoefel
2020 - Top100 Customer Success Strategist
Inventor of the Customer Success Performance Index™
I maximize customer ROI, and boost CS efficiencies and Net Revenue Retention
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Original Message:
Sent: 12-21-2020 15:17
From: Leah Katherine Hill
Subject: Red Accounts Playbook
Hi there!
Wondering if anyone has a sample of a red accounts playbook that you'd be willing to share. We are in the midst of creating a framework for red account management and I'd love to see how others have addressed the challenges.
Thanks!
#CustomerHealth
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Leah Katherine Hill
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