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Jenny Plant - Account Management Skills Ltd
This podcast is for you if you are managing day to day client relationships in a creative agency. The aim of the podcast is to share insights and tips to help you add more value to the client's business, strengthen your relationships with your clients, develop your skills in account management and grow your agency's business.
What account managers can learn about the science of listening, with Dr Laura Janusik
This episode is for you, if you're interested in improving your listening. You're going to learn why listening is a strategy and not skill; the only way we can tell if someone's listening to us, which I found really fascinating; some great tips for training yourself to listen better; and also why there are four listening habits, and how you can assess which listening dominance you have, and how that can help you connect better with others.
I think there are loads of tips here for account managers who are dealing with their clients. And listening is such an important thing to do well. I hope you enjoy the chat with Dr Laura Janusik and you come away with lots of tips and ideas to improve your listening. And I hope that you'll go ahead and take the Echo profile test which Laura mentions, to see which dominance you have and how that can help you in your communication with your clients. A quick reminder also that if you are interested in more tips and ideas for your role in creative agency account management, then come over to my website. It's accountmanagementskills.com, where there are lots of information and resources for agency account managers. I look forward to seeing you on the next one.
46:0713/04/2021
How to use the power of 'surgical empathy' with your clients, with Dr Mark Goulston
This episode's for you if you are looking to create more rapport with your clients and build trust. Dr Mark Goulston explains why empathy is so powerful and why people are afraid to empathise in business.
He talked about how you can get your clients to trust you and you'll be asking yourself are you a plus-er or a minus-er or a topper?
I hope you enjoy the chat with Mark and come away with a few ideas for how you could perhaps empathise more with your clients.
If you would like to receive a weekly newsletter with tips for account managers and sound bites from podcasts, and news and events then come over to my website accountmanagementskills.com and you can sign up to receive a weekly newsletter.
42:5306/04/2021
An agency leader's guide to account management, with David C Baker
Today's episode was a real treat. For me, I have the pleasure of talking to David C. Baker, who is a legend in the agency world. We discussed everything to do with account management, including why David thinks the account management role is the most difficult role in the whole agency. Also the problem with account managers doing project management tasks, where he sees performance deficiencies in account management, and some brilliant advice for how to address those deficiencies, and also up your account management game. Why he suggests agencies asked their clients to take personality profile tests, why account management don't receive guidance from agency owners, and so many more topics. I really enjoyed this chat, and I know you're going to come away with some value.
48:0626/03/2021
How to move from agency employee to agency owner, with Simon Barbato
This episode is for you if you're working for a creative/digital agency and are thinking about becoming an agency owner.
It's also one to listen to if you're in a planning role (sometimes referred to an agency strategist) or are wondering whether your talents might be suited to this role.
Simon Barbato is the founder of Mr. B and Friends. Like me he started his career in advertising in the 1990s in client service.
He quickly then transitioned into a strategist/planner role and then eventually became an agency owner.
In this episode, he is going to share his journey, the ups the downs, and also his advice for you if you're considering something similar. He's also going to share why he believes now is a great time to make that leap.
I've asked Simon to share with us a little bit more about the role of a planner in an agency, how they work with the account management team, how it adds value to clients and leads to client retention and at what point an agency should consider having one.
Enjoy.
46:5523/03/2021
Why 98% of online ads don't work - and what to do about it, with Martin Lucas
In this episode Martin Lucas, Mathematical Psychologist and Founder of the company Gap In the Matrix is about to blow the lid off many of the sacred cows in the agency world.
He has spent four years studying why humans don't understand humans and how brands are missing a trick when it comes to engaging their customers and understanding why they make purchasing decisions.
Rory Sutherland, Vice Chairman of Ogilvy said this about Martin's company:
"Gap In the Matrix is one of a tiny number of people in the world who understands that it is psychology which offers the greatest potential to revolutionise marketing in the next ten years and beyond.”
In this fascinating episode he shares the results of his four year study and drops bombshells like:
* Why $265bn of online ads don't get interacted with and the average Facebook ad click through rate is a tiny 1.61%, Google display ad 1.91% and programmatic 0.035%
* Why measuring impressions isn't useful
* Why brand strategy is stuck in its ways and should be called "performance branding"
* Why defining "personas" for a brand isn't helpful
* Why the attribution model for measuring online ad performance is wrong
* How he is now helping global FMCG brands increase certainty in their marketing spend and save on average 18-21% of their advertising, increasing their profit margins by 3-21% and achieving 70-120% above industry average for open rates and click through rates.
I hope you find this episode as intriguing and eye opening as I did.
50:2516/03/2021
What's the role of a digital agency project manager?, with Nadine Schofield
This episode is for you if you're in a digital agency project management role or are aspiring to work in project management in an agency. It's also for you if you're an agency leader who is looking to ensure the role of the project manager runs smoothly.
Nadine Schofield is the Founder of Project Management on Demand and she'll be sharing with us:
* The core (hard and soft) skills you need to be an effective project manager
* Where agencies go wrong with approaching project management
* The differences between an agile, waterfall and wagile way of working
* Differences between the role of the account manager and project manager and how they can work together efficiently
* The downsides of the hybrid role where the project management and account management function are in a combined role
* Some suggestions for how to decide which project management system to use in your agency
* How working from home has affected the project management role in agencies
* How a temporary project manager can be inserted into the agency for one off projects on an ad-hoc basis
* Some of the core processes you need for the project management role in your agency
38:5609/03/2021
How to improve the way you work with a marketing director, with Sam Bridger
Sam Bridger is an interim Marketing Director and consultant.
She has worked in marketing for over 25 years, 14 of which have been spent as interim marketing director. Throughout her career she's managed many different agencies and so is in a very good position to provide the 'client side' perspective on how agencies manage her business.
In this episode, she shares lots of tips and insights into what its like being a client and how you can improve the way you work with your client:
* How to engage with your clients when they're not responding to you
* Why you need to understand the role and associated pressures of your client
* One of the best ways to make a cold approach to a prospective client
* Why she thinks it's a great idea to ask your client for referrals where the relationship is strong
* The worst thing agencies can do during client meetings and pitches
* Why being genuine and empathetic is so important to the account management role
* Why you need to take an interest in the client's product and learn as much as you can to be credible for clients
* How to treat the client when having meetings and do your homework before meeting clients
* The importance of taking the time to do your research before client meetings and pitches
* Why she believes the traditional pitch process needs to change to a shorter term project approach before assigning all the business
* Why helping the client deliver their objective is your key role
* Why agencies don't ask for feedback enough after a pitch and her suggestion for how you can approach this
* Why clients don't always know what needs to go into a pitch brief so asking the right questions is key
57:3001/03/2021
How to lead the team as agency client services director, with Paul Kirkley
Paul Kirkley has spent his entire career in agency account management. He knew from a young age he wanted to work in advertising and has certainly fulfilled his ambition.
He now works for one of the UK's top creative agencies, MadeBrave as Client Services Director and his experience includes 20 years with JWT (now Wunderman Thompson) working as Global Business Director for brands such as Nestle, Jaguar and Kenco (JDE) where he also lead a client services team of 120.
In this chat, he shares:
* Why always being curious and genuinely interested in the client's business is key to success
* How seeing the world through the eyes of each agency department and understanding their motivations sets you up for success in your account management role
* Why the best briefings come out of the best questioning and listening
* Tips for how to become a client's trusted advisor
* How to lead, inspire and set the account management team up for success
* The skills you need to be an effective client services director
* How to make sure you stay relevant and valuable to your client
* The biggest challenges faced by client services directors and how to prepare for them
* How remote working has changed the way account managers now interact with clients
* What skills you need to work with global brands
* How to be introduced to the client's C-Suite
* How agencies will evolve in the future
and lots more...
40:0923/02/2021
What can creative agency account managers learn from an account manager in the software industry?, with James Aldrich
James Aldrich is a major account manager with over twenty years experience in both business development and account management in the software industry.
James's sector speciality is telecommunications and I invited him to share his experience to see similarities and differences between the account management role in the creative industry and software industry.
Despite starting his career wanting to be a film director or a guitarist in a band, he found himself in account management which has not only opened up many career opportunities but has also allowed him to fulfil his ambitions outside of work.
In this brilliant chat, James shares his thoughts on:
* How your own network is one of the most important aspects of your role and how it can bring value to your clients, your company and to your own career
* Why it's important to choose a company to work for that aligns with your personal values
* How and when to ask for referrals
* Why business development and account management are similar roles
* How sharing insight into how other industries work can bring value to your clients
* How 'buddy systems' enable junior account team members to get up to speed quickly
* Why taking a 'customer first' approach to everything you do leads to success
* The importance of ensuring every client communication and touchpoint reflects your company values
* Why you should learn from how other industries operate
* Why you should always be curious and look ahead to what's changing in your industry and your client's industries
I really enjoyed this chat and I hope you come away with some reminders and inspiration for other things you could be doing in your career or role that will be valuable to you, your client and your agency.
49:0317/02/2021
How to present new ideas with behavioural science in mind
In this episode I reflect on some recent research on how status quo bias affects a client's decision making process and why that's important for us to know when presenting new ideas.
In this episode we dive into why when presenting new ideas to our clients that require them to make a big change, it's useful to understand the psychology of why they might be reluctant to.
By knowing this we're then able to present the ideas with this in mind and provide the information that they require to make their decision.
I hope you enjoy this episode and I'd love to hear your thoughts on this topic.
15:0112/02/2021
How to be a strategic account manager in the creative industry, with Andy Young & Laura Cohen
Andy Young and Laura Cohen are both strategic account managers for Skeleton Productions, a full service agency specialising in video production.
In this chat, they share some brilliant tips and ideas for account managers who want to enhance their account management skills.
They share:
* Why shifting from being a good relationship builder to taking more of a 'challenger' approach with your clients works
* How to build trust with your client so they take risks to do bigger and bolder projects
* Why keeping your finger on the pulse with future trends in your specialism is key to ensuring your clients see you as an advisor rather than order taker
* What a pre-flight questionnaire is an how to use one
* Why you shouldn't be scared of the word "strategy"
* Tips for how they've kept decision makers engaged throughout projects and how to get things back on track if the project goes awry
I hope you come away with lots of ideas to implement in your role.
55:4902/02/2021
Exceptional leadership and having difficult conversations, with Nadine Powrie
This episode is for you if you're an agency leader or you're managing a team.
My guest is a good friend of mine Nadine Powrie who is an executive leadership coach and workplace mediator who specialises in helping people have difficult conversations.
Nadine has helped hundreds of people enhance their leadership ability through her coaching and training. and is an expert in her field. Her podcast "Leading the Coaching Change" is currently celebrating its 80th episode and she has a weekly LinkedIn live session with other leadership coaches where they discuss topics that are relevant to those who want to develop their skills and keep abreast of changes in their field.
In this chat, Nadine shares her thoughts and insights into:
* What makes an exceptional leader
* How two leaders in her career made a lasting impact on her life (and what you can learn from it)
* Why having a clear vision, strategy and values defined are so key to being a successful leader
* The surprising truth about hiring the right people for your team
* How to set yourself up for success before having a difficult conversation
I could have discussed these topics with Nadine all day as she has a wealth of experience and knowledge and I'd like to invite her back to share some more tips with the account management community.
43:4121/01/2021
How to be a great agency account director, with Sarah Deakin & Ruby Beagan
This episode is particularly useful for you if you are working as account manager in a creative agency and aspire to be an account director.
It's also useful if you're already an agency account director and are looking for some ideas and learnings from other account directors in the creative industry to apply in your role.
Sarah Deakin and Ruby Beagan are account directors for Thursday Studio, an insight-led design studio in Winchester.
The reason I invited them on to the show is to share their day to day experience of what it's like in the role of account director in a creative agency.
During this interview, they share:
* What they believe is the value the account management role brings to an agency and its clients
* Difference between the account manager and account director role
* Examples of where they've made a difference to the client's business
* Their thoughts on why clients stay with agencies for the long term
* Their approach to client retention and growth
* The challenges those in account management are facing right now with remote working and some ideas for how to overcome them
* Advice for others in agency client service who want to improve their account management skills and accelerate their career
* The key areas account directors should be focussing on in their role
....and lots more nuggets of wisdom.
Enjoy.
50:1429/12/2020
How to create a high performing agency team culture, with Alison Coward
This episode is for you if you're responsible for an agency team and you want the team to be working together more collaboratively.
Today's guest is my friend Alison Coward who is the founder of Bracket Creative and an expert in team culture.
In this episode Alison explains:
* Why it's important for agencies to pay attention to their team culture and impact a positive culture has on productivity
* What to look for if you suspect your team culture needs attention
* Some examples of where agency leaders go wrong with team culture
* How remote working is affecting team collaboration and what you can do to bring the team together
Alison shares insight she's gained from many years working with high performing teams and what shines through in this chat is Alison's vast knowledge and passion for the subject and the many compelling reasons why team culture, particularly now is so important to keeping us all working together in the best possible way.
Enjoy!
32:5515/12/2020
The account management skills you need to grow existing client business
In this solo episode I talk through the four steps of the client value ladder and the skills you need to deliver value at every level.
It's particularly relevant for you if you are managing the day to day client relationships but are also responsible for account growth and delivering on your agency's forecast.
Many of us in agency account management know that acquiring a new client is 5 to 25 times more expensive than retaining an existing one (1) & increasing client retention rate by 5% increases profit by 25% to 95% (2), but another study by Gartner reported that a whopping 80% of a company's future sales will be derived from 20% of their existing client base! (3).
This makes the skill of growing existing business very important.
What's less well known, and also shown in another study by Gartner called 'Why your accounts aren't growing and what to do about it', is that the account management skills required to retain accounts are DIFFERENT to those required to grow (4).
The report showed that providing exceptional service leads to retention, not growth.
This means that as agency account managers we need to be thinking about how we need to behave differently if we're responsible for growing our existing accounts.
The report concluded that mastering “client improvement conversations” increases your ability to grow an account by 48% and increases likelihood of renewal or retention of spend by 94% (4).
If handled poorly or indelicately however these conversations could damage relationships and trust (4).
'Value improvement conversations' are defined by the three following actions:
1. Provide customers with a unique, critical perspective
2. Paint a vision of the customer's future business
3. Provide customers with an ROI on the entirety of the relationship
I hope you enjoy this episode and come away with ideas for the skills you need to develop or that you are indeed on the right track with your client development strategy.
22:1509/12/2020
What you need to know about the evolution of branding, with Bill Wallsgrove
If you have an interest in branding, feel your agency brand needs a makeover or you're looking for help to offer branding workshops to your clients, this episode is for you.
Bill Wallsgrove has been helping companies with branding for 30 years.
He's worked on some of the most exciting and well known brands such as Heineken, Budweiser and Benetton to name just a few and has held Creative Director roles for some of the most prestigious strategic design agencies such as Coley Porter Bell and Future Brand.
He has been guiding agencies with their brands for years and his brand consultancy services include mentoring the likes of Studio Blup (recently bought by the LAB Group) known for their work with brands like Nike, MTV and Ministry of Sound.
Today I pick his brains on everything branding related and ask him to share his thoughts, opinions and observations about how branding has changed during his career.
In this episode Bill chats to me about:
* His definition of a brand
* Why he disagrees with many companies who believe they need a brand purpose
* What a 'digital first' approach to branding means
* How brands and the process of branding has changed over the years
* Why we are in the third generation of branding and examples of brands who are leading the field
* Why and how he works with agencies to help them with their brands
* Why he believes agencies need account managers and some tips for great account management
....and lots more.
53:0201/12/2020
How to prospect for agency new business, with Lucy Snell
Today's guest is the lovely Lucy Snell the co-founder of Cherry Consulting.
Cherry helps creative and digital agencies to generate new business and Lucy started the company in 2004.
She's been featured three times in the BD100 list as one of the UK's most influential business developers and during this interviews shares many tips for agencies who are looking to generate more leads.
In this episode, she shares:
* Some of the biggest challenges she's seeing agencies have for approaching prospects right now
* Tips for how to get cut through when prospective clients aren't responding
* What she did to get a 50% open rate on one of her email campaigns
* What she finds agencies need the most help with in the area of new business generation
* Her thoughts on why some agencies are thriving at the moment
* Exactly what she believes you should be spending your time on in the area of new business depending on the size of your agency.
If you're working in agency new business or have aspirations to do so, this is a great interview and full of practical real life examples and advice.
Enjoy!
36:3224/11/2020
How to approach and develop relationships with procurement, with Jessica Bowler & Iris Gatzweiler
Today's guests are Iris Gatzweiler and Jess Bowler who have been working in marketing procurement for many years in the pharmaceutical industry.
I asked them to share more about their day to day roles in procurement and shed some light on how agency account managers can develop stronger relationships with them.
In this episode we discuss:
* What they look for in long term agency supplier relationships
* Where they see the value in agency account management and some tips on how to keep the relationship on track
* Advice for how to approach someone in procurement when you don't have a relationship currently
* Why involving procurement in how you expand your relationships within a company makes sense
* How they make an agency selection and how you can stand out from the rest
There are so many golden nuggets in this episode, you'll want to grab a pen and make some notes. I hope this will prompt you to review your current client relationships and identify where perhaps your relationship with procurement isn't very strong and also ideas for how to strengthen it.
47:4913/11/2020
How to avoid stress and burnout in an agency environment, with Louisa Pau
Louisa has a powerful message for you if you are working in an agency.
She successfully built and sold her healthcare communications agency Woolley Pau in 2012 but her health suffered as a result and she ended up hospitalised.
In this episode she shares her journey and provides advice and guidance for others who may be inadvertently heading in the same direction.
In this episode she shares with us:
* The 10 signs you may be heading for burnout without realising it
* Why trying to be the 'hero' at work can have a detrimental affect on you, your health and those around you
* What resilience is and why it's not just about 'bouncing back'
* The difference between healthy and unhealthy stress and how to spot the tipping point
* Why stress goes undetected until it's too late
* Where to seek support if you think your health is suffering as a result of pressure, challenge and stress
* The first few steps you can take right now if you think this may be affecting you
* What she is doing now in her new business Otherboard to help those in agencies to prepare for, recover from and adapt in the face of stress or challenge
I think this topic isn't discussed enough in agencies, environments that tend to operate at a hundred miles an hour most of the time. Louisa provides some sage advice and guidance having trodden the path and who now dedicates her time to helping others .
If you recognise yourself in what Louisa was describing I would urge you to seek help by contacting Louisa to discuss your situation.
42:2723/10/2020
Secrets of highly effective agency leaders, with Spencer Gallagher
In this episode I'm delighted to have as my guest Spencer Gallagher who took time out of working on the second edition of his best selling book, Agencynomics, which he co-wrote with his partner Peter Hoole, to share his thoughts on agency leadership and client management.
Having built and sold his own agency in 2008, he now runs the UK's leading growth consultancy for agency owners, Cact.us and is co-founder of the Cact.us Academy, a training portal for agency owners.
He also heads up the not for profit global community of agency owners, also called Agencynomics and co-hosts the vodcast Agencyphonics where he interviews owners and thought leaders about growing an agency business.
In this episode we cover everything from what he thinks is most important when leading an agency and how he approaches agency growth, to the biggest agency trends he's seeing and how to stay up to date and relevant in this time of digital transformation.
We cover:
* Key habits of highly effective agency leaders
* What successful agency leaders are doing now to accelerate their agency's growth
* What Spencer would do differently if he was starting an agency again
* Key trends in the agency landscape
* Why you need to keep learning to keep yourself relevant
* Why agencies need to start thinking beyond social media and websites to supporting clients with their digital transformation..
...and lots more nuggets you'll want to hear if you're an owner, leader or account manager.
46:4214/10/2020
The fundamentals of successful client management, with Carey Evans & Simon Rhind-Tutt
Today's episode is with the founders of Relationship Audits and Management, Carey Evans and Simon Rhind-Tutt.
They are invited in by creative agency leaders and client services directors to assess the strength of their client relationships and provide recommendations and guidance for how to retain and grow the accounts.
In this episode they share tip after tip from years of experience talking to agency clients about what they want most from their agencies.
They remind us of many of the fundamental principles of account management having spoken to hundreds of clients and having built up years of benchmarking data from client interviews about what works and doesn't work when it comes to successful agency client relationships.
In this episode you'll hear:
* Why becoming the go to person within your agency for a chosen topic can accelerate your career
* The winning agency formula for any pitch
* What clients say 64% of agencies never do but should
* How you can make your client's life easier
* The average % time clients have to spend of their day liaising with all their agencies
* How to create instant rapport with your client
* A method we can borrow from professional services firms for how to get to know your client's business quickly
* Five of the biggest trends they are seeing about what clients want most from their agencies right now.....
....and lots more valuable tips and reminders for how to make sure you excel in your account management role.
48:0906/10/2020
How to be more productive
Do you often feel overwhelmed by how much you have to do?
This is a short quick fire episode where I answer a question I hear most frequently from creative agency account managers.
The subject of productivity, time management and general overwhelm with number of tasks needed to be completed comes up a lot.
Often being stuck managing the day to day firefighting distracts us from doing the things that are more valuable like thinking about ways of adding more value to the client’s business, looking at trends, working on client relationship expansion, client development planning etc.
So here are 10 tips (plus an extra bonus one I added!) for ensuring you get as much of your Day to day workload completed as possible so it frees up space to do more thinking and planning.
Account managers who want promotion to account director realise the only way they can work on more strategic tasks (client development plans, solving client business & communications challenges) is to be more time efficient.
Let me know if these tips have been helpful and please share any others you’ve found beneficial so I can share with everyone else.
16:0217/09/2020
How to have a successful career in agency account management, with Phil Lancaster
Phil Lancaster has worked his entire career in agency account management.
He's worked for some of the most successful agency holding companies such as The Lowe Group and WPP where he lead global account management teams and held the role of Global Business Director for brands such as Jaguar Land Rover, Reckitt Benckiser, Bayer and Bank of America.
He has a wealth of experience working with clients at the board level and believes strongly that agency account managers need to have a relationship with the C-Suite in a client company.
Other points we discuss are:
* The value of the role of account management for both agencies and client (this has been debated recently in an IPA report)
* One of the most important ways an agency account manager can save the client money
* How account managers can position themselves as trusted advisors rather than order takers
* Where agency account managers get client management wrong
* Why C-Suite relationship building is essential
* Advice for agency account managers to strengthen relationships amidst current remote working conditions
* Phil's thoughts on how the agency landscape is changing and the future of the role of agency account management
* Phil's top advice for you if you are starting out in your career in account management.....
.....and lots more nuggets of wisdom and reflection from years of experience so this is one not to miss.
52:1510/09/2020
How to sell to existing and prospective clients, with Marcus Cauchi
Marcus Cauchi is probably one of the most well known salesman and sales trainers in the UK.
I was fortunate enough to be trained by Marcus in the Sandler selling methodology and meeting him changed the course of my career as I suddenly realised selling skills could have been hugely beneficial when I started out in advertising in the 1990s.
In this episode, Marcus shares with us:
* What agencies need to do to win new business
* The metrics he uses to evaluate a new business team's effectiveness
* Why asking questions to gather information is a waste of yours and your client's time
* How agencies can manage the handover from their new business to account management team
* How understanding human psychology can aid us in selling
* The most overlooked area of account expansion agencies miss
* The three myths agencies have bought into about selling....
....and so many more nuggets of selling wisdom, you'll want to grab and pen and make some notes.
55:0601/09/2020
Why you need a relationship with marketing procurement, with Tina Fegent
In this episode, Tina Fegent, marketing procurement consultant with almost 30 years experience shares tips for what procurement want from agencies and specifically agency account management.
Tina has worked both client side for companies such as Orange and agency side in the role of Commercial Director so really understands what works and doesn't work when it comes to creating and developing relationships with the procurement team.
In this episode Tina shares;
- The most common complaint she hears from clients about agency account management
- What great account management looks like for her
- Why developing relationships with procurement is good for agency business
- Ideas you can try right now for how to engage with procurement
- What to avoid when pitching
- What management consultancies are doing really well that agencies should be doing more of....
....and lots more!
So grab a pen and get ready to take some notes because she shares some golden nuggets of wisdom for you.
46:4824/08/2020
What your agency clients really want, with Kate Whittaker
In my first episode I'm delighted to be chatting to Kate Whittaker, Head of Corporate Communications at DUAL International.
As a marketing client, Kate Whittaker has 30 years experience managing agency relationships so is very well placed to give her perspective on what agency account managers could be doing to win their clients over.
In this episode we cover:
1. How Kate selects her agencies and what she suggests you do if you're considering cold calling prospective clients
2. The qualities she looks for in a potential agency partner
3. Examples of where agency account managers have won her over and built her trust as well as where agencies get client management wrong
4. Some advice for how agencies can present additional ideas during the course of working on another project
5. Why you need to be asking your clients for more referrals
6. Her tips for how to position yourself as more of a trusted advisor
7. What's changed for her in light of COVID-19 and what she'd be interested in hearing from agencies right now
8. Some great tips for how to maintain and develop strong client relationships during this time of remote working
I hope you enjoy this episode. It's packed full of nuggets to help agency account managers with client retention and growth.
The sound isn't optimal and my interviewing skills need some work but I do hope you come away with some actionable tips you can put into practice in your agency account management role.
If you'd like more information about how you can retain and grow existing client relationships, you'll find information about the latest training for agency account managers here: https://bit.ly/accountaccelerator.
If you're an agency leader with three employees or more and haven't already joined the Agencynomics free community, here's a link to join: https://community.agencynomics.com/.
If you enjoyed this episode, I'd love your support by leaving a review and also drop me a line at [email protected] if you know someone in a client role who would like to be interviewed and can share some great advice for helping agency account managers with their role.
36:1112/08/2020