Grow share of wallet and retention from existing customers
Account managers are expected to grow existing customers. In practice they maintain them. Plans go out of date, follow-ups cannot be monitored, and upsell depends on individual experience. Opportunities stay invisible until the customer asks, and churn risks surface too late.
Watch the video: explaining Account Management Transformation in two minutesYou see where each account can grow before the customer asks
A predictable pipeline from account plans instead of ad hoc deals.
Churn risks visible early, with retention actions agreed.
An account management system that does not depend on one or two people.
+16% in sales results after a full transformation
Download the case to see how we did it and what it would change in your account management.
Gross profit sales performance per quarter for past 2 years
In gross profit in Mln £
Achievement: 94.8%
Achievement: 110.8%
Project
Growth and churn only show up in the numbers, not before
Upsell and cross-sell are reactive, not planned or tracked.
You have little view of account potential, risks and engagement.
Account managers focus on operations over value creation.
Churn signals are seen too late or not at all.
Account plans, CRM workflows and dashboards show every week where each account can grow and where it is at risk
- 1Segment your customers and introduce the account manager.
- 2Write an account plan per account and identify the leads in it.
- 3Qualify each lead, quote and negotiate.
- 4Close, hand over and start the next cycle.
Account Manager
segmentation
plan
identification
& Proposal
handover
Continuous growth from existing customers, not one-off hunting
- Existing customers are your main growth lever
- You want structured upsell, cross-sell and retention, not gut feeling
- Account managers handle many products and complex accounts
- You want early churn signals instead of firefighting
- You expect immediate revenue without changing ways of working
- Account management is seen as a purely relational role
- You will not use CRM and data consistently
- Growth mainly comes from new customers
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