Account Management Podcast (a tactical guide to success)

Tell your team that every client gets equal attention and you'll fail. Your biggest, highest-potential clients get neglected while small clients, often the most demanding ones, eat up your team's time. John and Fred explain why the segmentation model itself almost doesn't matter. What matters is agreeing on the rules of service for each segment: how often you meet, who gets a QBR, response times, and access to senior people. They cover the simple revenue-today vs. potential-tomorrow grid most B2B companies use, plus other lenses like profitability, strategic value and company size.Account Management: A Tactical Guide to Success is brought to you by Fuller Brown Consulting. You invested heavily in winning the client. We help you win what happens next. Learn more at fullerbrownconsulting.com.Subscribe on YouTube: https://www.youtube.com/@fullerbrownconsulting

Is AI coming for your job? In a well-run organization, no. But it is coming for your busywork. John and Fred break down what AI really means for account managers: why trust and relationships stay human, what AI does well (and where it falls flat), how it will turn your CRM into real institutional memory, and which weekly tasks you can hand off for the first 80%. They close by tying it all back to the Three Jobs of account management and explain why the people who learn AI now will be the hardest to replace.Account Management: A Tactical Guide to Success is brought to you by Fuller Brown Consulting. You invested heavily in winning the client. We help you win what happens next. Learn more at fullerbrownconsulting.com.

Fred and John discuss how to deal with this issue conceptually:1. Accept that this is part of the job2. Find the root cause3. Don’t make it personal4. Be careful how you talk about them internally5. Keep the issue as the issue6. Reframe the conversation7 . What if they are out of control or bullying?

In this episode we cover the "Account Management Leadership Pyramid" - a framework for thinking through a strategic approach to account management leadership.

In this episode, Fred and John cover how to do a Client scorecard:-Why Scorecards Matter-There Is No Perfect Scorecard - the process is the result-Four Categories That Usually Matter-Don't Let the Metrics Become the Goal - as always, the goal is Trust-Performance Management vs. Performance Reporting

In this episode, we explore concepts of leading an Account Management team with Brooke Feldman, SVP Operations and Client Success at Arrive, a global provider of parking and city management solutions. We discuss:Biggest mindset shifts to move to leadershipQualities to look for when hiring account managersCreating confidence within the teamBalancing revenue andr relationship pressuresOperating cadenceAnd more!

In this Episode, Fred and John welcome special guest Elena Casal, Chief Client Officer for the Clearing House. The Clearing House is one of the US's largest payment networks. In this episode, we cover:- Embracing sales as an account manager- 'Selling' vs. adding value- Account plans- Building relationships- Asking for the sale

In this episode, Fred and John review how to handle outages or emergencies as an Account Manager, including:The First 15 Minutes: What to Say ImmediatelyCommunicate on the period you specified, even if nothing changesDecide communication mode and whether it needs to escalate based on the size of the client and the nature of the outageInternally align on messaging prior to later communicationsThings not to sayResolution messageSubsequently, extra focus on building trust

In this episode, Fred and John discuss Business Ethics specifically for Account ManagersMost Common Scenario: Ethical Communication During Problems Quota vs. Client Best InterestOverselling vs. Honest Positioning or overselling the roadmapDiscounts and Pricing EthicsData and Confidentiality Responsibilities

In this episode, Fred and John discuss the top ten mistakes made by B2B account managers:Thinking some else is the quarterback “I think”Not bringing recommendations along with problemsNot being willing to be a pincushionComplaining about the client in the openAssuming not hearing from clients means everything’s goodReferring to your internal team as ‘them'Waiting until renewal to sell the value propNo account plansNot answering the question directly - “Curse of Knowledge”