Discover how to build long-term client relationships with Celonis

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It’s always the straightforward-sounding jobs that hide some of the most difficult tasks. Take account management as an example. The brief: retain the client, grow the opportunities. The reality: knowing what the client wants before they do.

Companies have to deliver consistently great customer experiences if they want to retain them, and boost profit. This can be an uphill battle. In fact, Gartner found only 28% of sales leaders agree that existing account management channels regularly meet their cross-selling and account growth targets.

Account management needs a strategy

Far from a one-time transaction, great account management builds long-term, mutually-beneficial relationships. And there is no shortage of tactics that account management can throw at customers to get there: service and support, cross-selling, up-selling, and exclusive offers. But they need a strategy to make them stick.

A strategic approach will account for customers’ needs over time, create customized products and solutions, and even understand their pain points before they do. It will make retained (highly profitable) business a no-brainer.

The C-suite knows this. Gartner reports 70% of CSOs are either considering or already investing in a dedicated sales development team and 72% of CSOs marked improving pipeline creation as their top priority.