Explore every episode of the podcast Account Management (a tactical guide to success)

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, 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 Immediately
• Communicate on the period you specified, even if nothing changes
• Decide communication mode and whether it needs to escalate based on the size of the client and the nature of the outage
• Internally align on messaging prior to later communications
• Things not to say
• Resolution message
• Subsequently, extra focus on building trust

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 problems
• Not being willing to be a pincushion
• Complaining about the client in the open
• Assuming not hearing from clients means everything’s good
• Referring to your internal team as ‘them'
• Waiting until renewal to sell the value prop
• No account plans
• Not answering the question directly - “Curse of Knowledge”

In this episode, we host special guest Tim Stoltenberg, the Creative Director of Dad’s Garage (www.dadsgarage.com) - the legendary Atlanta-based improvisation team.  From Tim we learn about:

• How improv skills are not about being funny, but about listening
• Using improv to solve problems together
• Listening to understand, instead of to respond
• Using “yes and..”
• Avoiding bulldozing
• Using silence

And a deep discussion of the meaning of the word portmanteau.

Be sure to check out Dad’s Garage!

In this episode, Fred and John discuss:

-Realities of the client executives you manage

And tactics to help:

-Be present

-Use the phone

-Answer the question

-Send an ‘industry update

-Storm the castle

-Send thank you notes

-Send a holiday gift or holiday card

And Pimento cheese

In this episode, Fred and John discuss:

• Negotiations Process: anchoring, leveraging interests, etc.
• Common negotiation mistakes
• Ethics in negotiations

In this episode, Fred and John review the initial stages of negotiation:1) Knowing the types of negotiations2) Preparation - ZOPA, BATNA, goal-setting3) Books we recommend

In this episode, Fred and John discuss using DISC as an Account Manager:

• Review of what DISC means and how to use as an Account Manager
• Fred and John's DISC profiles
• We attempt to guess famous people's profiles

Also a discussion of Pop-Tarts

In this episode, Fred and John discuss:

• Misconceptions on how to work with internal teams
• What to do instead

In this episode, Fred and John discuss:

• Mindset of Accounting and Finance (vs. Account Managers)
• Finance's primary concerns
• How to interpret the output of Finance and Accounting as an Account Manager

In this episode, Fred and John discuss the best ways to be successful applying for a role as an Account Manager including:

• Getting your foot in the door
• Resume
• Interviewing
• First three months

In this episode, Fred and John do a wrap-up of topics from the book.  Including:

1. Be more than a pass through
2. Be a student of the game
3. Be a person of character
4. Resources available for further study

In this episode, Fred and John continue the conversation about the right way to approach communication with your clients.  Including:

-Communication with emotional context

-Knowing your audience

-Using listening as a communication tool

In this episode, Fred and John discuss the right way to approach communication with your clients.  Including:

- When to communicate

- Dangers of email

- Being positive

- Grammar and syntax

In this episode, Fred and John discuss the (sometimes tricky) art of client entertainment.  Including:

- Basics of approach to the process

- Rules of the road

- Difficult situations including harassment

In this episode, Fred and John discuss the finer points of putting together a successful client meeting.  How to prepare, how to ensure no technical failures, and how to project presence.  Also what to do after the meeting to ensure successful execution.  

One of the least discussed aspects of Account Management is how to approach travel.  In this episode, Fred and John discuss the three commandments of business travel:
1. Pack light and never check your bag

2. Think through logistics

3. Coordinate internal parties (i.e. herd the cats)

Plus discussion of appropriate dress code.

In this episode, Fred and John discuss how to lead by example as an Account Manager.  Discussion of the strategies and tactics to demonstrate leadership in your organization and with your clients.

In this episode, Fred and John discuss the basics of reinforcing your value proposition to your client.  Including a deep-dive into the seven-step QBR (Quarterly Business Review) process.  Also, a discussion of the virtues of Fred Water.

In this episode, Fred and John cover how an Account Manager should think about when to say yes to client ideas.  How do you know when it's ok to say yes?  What should be your process if you are not certain?  When should you take risks?  In addition, Fred and John discuss some negotiation resources.  

This podcast covers what you do when you as an Account Manager realize there are still contractual or negotiation open items with your client... the 'deal isn't done'.  We discuss how to approach tactically and strategically.  Also, listener mailbag!

Fred and John review the skills needed to grow account management clients including:

• Project management
• Business reviews/goalsetting
• Relationship maps
• Goalsetting

Plus, listener mailbag!

In this special episode, Fred and John talk to Brandon Horne about his success as an account manager and advice he gives to new account managers.

In this special episode, Fred and John take a break from reviewing Account Management basics and instead discuss an important topic for managers and leaders: how to build an Account Management team.   Important tips include:

• Hire business owners
• Identify the right talents
• Don't worry about hiring industry experts
• Teach how to approach the role

Fred and John review concepts from ""A Dragon Walks Into a Meeting" Chapter 2.  In this episode, we review how to create connections from a tactical perspective including:

• Learning about the client as a task
• The first five minutes
• How to interact with senior executives
• Business etiquette

In this episode, Fred and John talk with special guest Christy Hyde about her experience as an account manager leader and advice she gives to other account managers.

Fred and John continue their conversation about the philosophies of account management, focusing on the last four.  

In this episode, Fred and John discuss the six core philosophies of good Account Management.  In later podcasts, they will refer back to these very important six core principles.

Fred and John continue the conversation about how to build relationships and trust with business clients.  In this episode, they cover managing your client's emotional bank account and how to think about delivering a relationship debit.

In this podcast, Fred and John discuss Job #1 of the Account Manager: Building relationships through building trust.  

In this episode, we introduce the purpose of the podcast and introduce your two hosts, Fred Fuller and John Brown.