The trouble with account managers
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
1w ago
I read as many reports I can about the state of agency account management and it makes for grim reading. “I sometimes feel they are more concerned with their gmail and booking meetings than with my challenge” – client lead (“The Future of Account Management” report, IPA 2020)   The feedback from clients and industry experts is relentless and often scathing about the account manager’s performance. But I think the agency business model and how account managers are set up in their roles needs an overhaul before the finger is pointed at their lack of skill/abilities. There’s often a mismatch ..read more
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How to manage a remote agency team, with Gustavo Razzetti
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
1w ago
 Welcome to episode 108. Are you struggling to manage a remote agency team? If so, you’re going to get a lot of value from my conversation with Gustavo Razzetti, CEO of Fearless Culture and author of ‘Remote, Not Distant’. He shared some very thought-provoking insights for agency leaders and agency teams, including how remote working is only amplifying the positive and the negative aspects of your agency culture that were already present how to fix the issues how to make your remote brainstorming meetings more effective why agencies need to strike a balance between being overly protective an ..read more
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Why do we need account managers anyway?
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
1w ago
I was chatting to one of my clients recently about the benefits of introducing account management in their agency for the first time. When you start an agency, typically you start with project management. As a small, agile team it makes sense for project managers to be responsible for client management. They are highly skilled in delivering your services on time and on budget. As an agency grows and more clients are acquired, it becomes unsustainable. Not because the project managers don’t have the right skills. They’re often the expert technical practitioners who can talk most proficiently ab ..read more
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How to price to maximise profit, with Alfie Wenegieme
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
3w ago
Welcome to episode 107. If you’ve ever wondered if you’re pricing your services in the right way, this one is for you. Alfie Wenegieme, Managing Partner at Cactus, joins me and he shares: 1. Why agencies don’t lose pitches on price alone 2. How agencies price to ensure a healthy profit margin 3. Typical mistakes agencies make when pricing 4. And some useful tips for account managers and project managers when scoping projects If you’re listening to this episode in February 2024, I’m opening enrolments again for my Account Accelerator programme that begins on March 5th. It’s a 12 month training ..read more
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Is billing by the hour killing your account manager’s proactivity?
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
1M ago
The account manager’s job is to keep and grow client relationships. Given they’re speaking to the client the most, they are in prime position to grow the account by: Uncovering additional client needs Spotting opportunities to suggest additional agency services Proposing new solutions and ideas to solve client problems They are an agency’s untapped superpower for growing existing business. And it’s not like this hasn’t been talked about a million times with stats like these: “New biz is 5 to 25 times more expensive” – HBR “Increasing client retention by 5% increases profit by 25% to 95%” – B ..read more
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Agency strategy and predicting the future with AI, with Nikolas Pearmine
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
1M ago
Welcome to episode 106. If you’d like to know how one agency has been using AI since 2011 to predict the future for their clients, this chat will be interesting for you. It will also be insightful if you’re curious how the agency works with their global CPG and FMCG brands. ‌Nik Pearmine, Chief Strategy Officer at Black Swan Data, and I cover a range of topics including: – his view on what it takes to be successful in account management – what he thinks is in store for the future – and whether we should be worried about AI replacing our jobs. You can get in contact with Nik via LinkedIn: http ..read more
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How to Sell, with Marcus Cauchi and Benjamin Dennehy
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
1M ago
Welcome to episode 105, I have invited two of my most popular podcast guests back for a second time, sales trainer legends; Marcus Cauchi and Benjamin Dennehey. ‌Both have been sales trainers for years and have worked with many agencies and tech companies. They shared some golden nuggets to help you with selling your agency’s services. ‌I had to throw away the list of questions I’d prepared and let the conversation flow naturally because I wanted to capture as much of their collective sales wisdom and tips as possible. I hope you’ll enjoy the longer length of this episode and ultimately come ..read more
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Agency project management and service delivery, with Joanne Reid, Cactus
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
2M ago
Welcome to episode 104. In this episode, I talk all things agency project management with Joanne Reid, Managing Partner for delivery at Cactus. We cover: the challenges agencies face with project management how Joanne assesses how well an agency’s project management is working how project management differs from account management and why she recommends agencies to have both roles the target level of annual gross profit an agency should reach before investing in both roles her recommendations for project management tools and how to evaluate whether you have the right one for you what skills ..read more
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How to get account managers to ask better questions
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
3M ago
Why do account managers miss new account growth opportunities in client meetings? Often it’s because they haven’t asked the right questions. Or they’ve asked some of the right questions but didn’t have the confidence to probe deeper in their questioning. And while some people have a natural ability for questioning – for many it’s a skill they need to learn – and practice. In the fourth episode of the 5 part mini podcast series “Entrepreneurial Account Management”, I share why investing time to help account managers ask better questions could make a big difference to the agency’s bottom line ..read more
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Do account managers really know what it takes to run an effective client meeting?
Account Management Skills | Account Manager Skills Training and Courses
by Jenny
3M ago
Agency owners often tell me their account managers aren’t leading client meetings confidently. I hear things like their team are: “Sitting back and letting the client lead” “Not building rapport” “Not asking enough questions” “Unprepared and unconfident” “Lacking presence” But like every other task the account manager undertakes, you can’t just expect account managers to ‘know’ how to lead meetings if: The agency hasn’t provided any guidance and ‘dos and don’ts’ (or has an internal client service process to follow)  OR The leadership team hasn’t set expectations for what good looks lik ..read more
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