Account Management Secrets – Details, episodes & analysis

“Happy customers stay, and unhappy customers leave”—or at least that’s what we’ve always believed. But Greg Daines, a customer retention expert, sits down with Alex Raymond to challenge that assumption. Are metrics like net promoter score really reliable indicators of loyalty? According to Greg’s extensive research, retention has more to do with delivering measurable results than simply keeping customers happy. It turns out, customers who see clear, tangible outcomes are far more likely to stay—regardless of whether they’re fully satisfied.

Greg encourages account managers to rethink their approach and shift from focusing on customer happiness to ensuring that clients achieve real, measurable success. What happens when businesses prioritize progress over satisfaction? This results-driven mindset fosters stronger, longer-lasting relationships, as clients who see results are much more likely to stick around. By focusing on outcomes rather than satisfaction scores, companies can boost retention and create a foundation for sustainable growth.

Quotes

• “It turns out there’s just one factor that by far is the best predictor of long-term retention. Nothing even comes close, and that is customers who get results. In the data, customers who get measurable results stay six times longer on average than those who don’t. And the irony is that the measurable part is critical. If they’re not measuring, they might actually be getting results, but they just aren’t tracking it. It turns out that measuring their results makes all the difference. (06:47 | Greg Daines) 
• “I’m not saying we shouldn’t make our customers happy—of course, we should. And shame on us if we don’t. The point is, it has nothing to do with whether they stay or how much they pay. It’s irrelevant.” (08:56 | Greg Daines) 
• “The other way to think about this is, look, we provide the same product or service to all our accounts, and we treat them as similarly as possible. So, how do we explain the fact that their results vary so much—from incredible to terrible and everything in between? The answer is that there’s a variable we don’t control, which is them, their behavior.” (11:16 | Greg Daines)
• “Renewal is about convincing them they should continue. So you have to approach the renewal not just with evidence of past results, but with a vision of where things can go next. By tracking results, you’ll see opportunities for improvement or growth—whether that’s through change or buying more from you. Either way, it’s about showing forward progress that’s worth their continued investment.” (37:06 | Greg Daines)

Links

Connect with Greg Daines:

Website: https://www.gregdaines.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

“What if I told you that you’re responsible for over 70% of your company’s revenue, but probably aren’t getting the recognition, resources, or support you deserve,” says Alex Raymond as he draws attention to how often account managers are overlooked. In this episode, he talks about how account management is becoming more critical in today’s business landscape. Account managers are emerging as the key to long-term growth as sales teams struggle with decreased win rates, longer sales cycles, and rising costs to acquire new customers. Would it be wiser for businesses to keep chasing new leads or should they focus on sustaining existing relationships?

Alex argues that account managers should prioritize deepening relationships with current clients, who are not only easier to retain but also more profitable. He points out that focusing on client retention could be the game changer that many businesses need right now.

This episode also introduces AMplify, a platform built to support account managers with a vibrant community where they can share ideas, learn from each other, and access resources tailored to their unique challenges. With live courses, templates, and peer support, AMplify helps account managers hone their skills and show their true value within their companies. Alex encourages account managers to check out AMplify and take their careers to the next level by shaping the future of client relationships and business growth.

Quotes

• “Account managers take huge responsibility within their companies. They generate so much revenue. So much of the company’s revenue goes past their desks, and yet they don’t get the recognition they deserve. They don’t get the credit they deserve. All their credit always goes to the new sales team, who gets to ring a gong, and account managers typically don’t. It’s sort of assumed that account managers are operating in the background, in sort of like a status quo. And it’s really amazing because account managers are driving growth, they’re driving profitability, they’re securing renewals, they’re finding upsells, and the spotlight doesn’t shine on them.” (01:51 | Alex Raymond) 
• “This podcast is for the account managers who want more: more recognition, more skills, and of course, more success. It’s for the account managers who want to be seen as strategic leaders within their companies, not just relationship managers, not just paper pushers, not just the people who do the renewals.” (03:21 | Alex Raymond) 
• “Even though this podcast is for account managers who are looking after existing customers, we still want to understand what it looks like from a new business point of view. So, what is marketing concerned with? What is sales concerned with? Because the better we understand them, the better we can do our jobs and deliver for our companies.” (06:16 | Alex Raymond)
• “The account manager’s role is more important than ever to ensure that customers stick around with us and grow. We know that the sales landscape is more challenging than ever, and traditional approaches are really cutting it. This really leads to account managers coming to the floor and becoming a very important force for sustainable growth inside of a company. This is why I think of account management as being the solution in 2024 and beyond.” (08:33 | Alex Raymond)

Links

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

“When I got into sales, I was thinking about the customer throughout the whole life cycle. It wasn’t just about the hunting aspect; it was also about the farming aspect. Because of that, I think I always connected how to grow the account with how the customer was growing,” shares Jan Young, an expert in customer success and post-sale strategies.

In this episode, Jan joins Alex Raymond to dive into the concept of “earning the right to sell,” a core principle for account managers aiming to boost net revenue retention and unlock upsell potential. She stresses the importance of building meaningful, long-term relationships with clients—going beyond just understanding their business goals to continuously adapting as those goals shift.

Jan also contrasts the structured approach of initial sales with the looser methods often used for renewals and upsells. Why do so many account managers lose that focus after the first deal closes? Jan makes a compelling case for consistent customer engagement and disciplined tracking post-sale. By keeping a close eye on key metrics like onboarding success and time to first value, account managers can have more informed, impactful conversations around renewals and upsells.

This episode highlights the vital role of account managers as trusted advisors, who navigate complex client dynamics and ensure every part of the organization feels supported. This approach not only strengthens client satisfaction but also drives revenue growth, positioning account managers as key players in long-term success.

Quotes

• “You need to understand and translate how you’re impacting the business overall. This enables you to step up to the executive level and communicate effectively with other executives on the team.” (32:12 | Jan Young) 
• “There needs to be a team specifically focused on ensuring customers are achieving their goals, renewing, and expanding. But beyond that, everyone needs to understand their role and how they contribute to the customer’s success. Unfortunately, this is something we have to translate as leaders because we’re the ones working with the customers. Whether you’re in account management or customer success, we have that insight and the voice of the customer, and it’s up to us to translate it back.” (35:19 | Jan Young) 
• “We need to help marketing understand who the most successful customers are, which ones are more likely to renew and expand, and how they should go about identifying those customers in the marketplace. We also need to connect the dots across the executive team and speak in the language of business.” (36:41 | Jan Young) 

Links

Connect with Jan Young:

Website: https://www.janyoungcx.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

“I am responsible for ensuring that our customers derive value from our partnership and remain with us for the long term,” says Mary Poppen, President and Chief Customer Officer at HRIZONS and co-author of “Goodbye Churn, Hello Growth!” In this episode, she sits down with Alex Raymond to talk about how the role of a CCO is evolving, especially as customer success becomes essential for reducing churn.

Mary walks through her 5Ps framework—Playbooks, Prediction, Prescriptive, Proactive, and Personalization—as a comprehensive strategy for deepening customer relationships and achieving meaningful results. She emphasizes the importance of seeing value through the customer’s eyes and using AI-driven insights alongside personalized communication to create long-lasting connections.

With teams being asked to manage larger portfolios but with fewer resources, Mary explains why efficient, cross-functional processes are more critical than ever. She also talks about how keeping sales teams involved after the initial deal can help nurture long-term relationships and find new opportunities for growth. And what about the connection between employee and customer success? Mary believes they go hand in hand—both should be seen as indicators of a company’s overall health. She leaves listeners with valuable insights into how data and technology can help companies stay ahead of customer needs and offer more proactive solutions.

Quotes

• “[The CCO role] has evolved over the years. And it looks a little bit different depending on the size of the organization, the type of products or services offered, etc. But in general, how I describe it is that I am responsible for making sure that our customers are getting value from our partnership and that they want to continue the partnership forever.” (02:52 | Mary Poppen)
• “The best way to actually define if the customer is getting value is to have the customer share their measures of success—why they purchased your product or service, what they were expecting to get, and if they are getting that value. And second, how is it helping their organization to grow and be successful? If the customer can put that into measures, or even into words and a story, then you’ve got real, true value measures.” (04:44 | Mary Poppen) 
• “It does take time to get to the true value measures of real impact. So, if you’re rolling out a new technology that is enterprise-wide, once it’s live, it takes time to ensure that users are actually following the use cases and using it correctly. And all of those things really need to be measured. So, it takes time.” (06:24 | Mary Poppen)
• “There are two secret ingredients I have found for really driving a differentiated relationship with a customer and a customer experience. One of those ingredients is customer intimacy. A lot of people shy away from the term intimacy, but to be honest, I’ve never found another term that describes it as exactly as I think of it, which is knowing the customer better than anyone else, knowing what they need, when they need it, and being able to deliver it in the best way for them.” (10:49 | Mary Poppen) 

Links

Connect with Mary Poppen:

LinkedIn: https://www.linkedin.com/in/marypoppen/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

“Every team should have some kind of number, some kind of metric to show what their impact on the business is,” says Jay Nathan, a veteran in customer success and account management. In this debut episode of Account Management Secrets, he joins host Alex Raymond to discuss why customer success teams need to focus on measurable business results—whether it’s revenue, bookings, or customer retention—especially in today’s efficiency-driven economy.

Jay points out that understanding the financial side and aligning customer success efforts with the company’s goals are key to reducing churn and driving growth. He also emphasizes that customer success needs to be woven into every part of the business—from product design to marketing—so that everyone is working toward the same goals. Structured onboarding and enablement resources is essential in ensuring long-term retention and customer satisfaction, helping teams secure success right from the start.

Jay predicts that companies will focus more on efficiency and profitability, moving away from the growth-at-all-costs mindset. He expects a bigger push toward sustainable business practices, with customer retention and operational alignment becoming top priorities. Jay also sees shifts in venture capital, with more attention on private equity and long-term value. For customer success teams, this means they’ll need to deliver measurable outcomes that not only align with business objectives but also drive lasting customer satisfaction.

Quotes

• “You should actually understand the business that you're in so that you can make the biggest impact no matter where you sit in the organization structure.” (05:19 | Jay Nathan)
• “The reality is, every team should have some kind of number, some kind of metric to show what their impact on the business is.” (07:21 | Jay Nathan) 
• “I think a North Star metric should be a customer-facing metric. So, what is the thing that your product or service enables that proves that the customer is getting value from your product?” (08:31 | Jay Nathan) 
• “You could grow that North Star metric by selling new accounts, by retaining the customers that you have, and by driving adoption and getting more value into the hands of the customer so that more users come in and use the product over time. So, I think a North Star is an external metric. It’s a value metric for the customer.” (09:09 | Jay Nathan) 
• “That is the fundamental use case for a CRM, the pipeline management. How many deals are being won? What’s the time to close on those deals? The reality is, everybody wants the answer. They want you to tell them what the answer is when you say that. And the reality is, there is no one answer. It depends on the market you serve, the product that you provide, and the value proposition that you’re selling. If you can map those things out, then you can find the answer.” (12:05 | Jay Nathan)

Links

Connect with Jay Nathan:

Website: https://growthcurve.io/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

Account Management Secrets is the podcast designed specifically for the unsung heroes of the business world—Account Managers. Every week, we share insights, strategies, and tools that will help you excel in your role and drive success within your organization. As someone responsible for over 70% of your company’s revenue, the stakes are high, but the resources and training available to you are often limited. This podcast is here to change that.

Hosted by Alex Raymond, a leader in the field who has worked with thousands of Account Managers to improve their results, Account Management Secrets equips you with the knowledge and practical strategies you need to master the art and science of account management. Whether it’s navigating complex client relationships, preparing for critical Quarterly Business Reviews, or unlocking growth opportunities with your existing customers, each episode provides actionable advice you can apply immediately.

Account Management Secrets is brought to you by AMplify, the elite community dedicated to helping Account Managers boost their careers, build their skills, and expand their networks. Join us at amplifyam.com and start your journey towards account management excellence.

“We’re diplomats, we’re orchestrators, we’re figuring out how to thread the needle of client needs and agency ambitions,” explains James Hidden as he reflects on the complexities of account management in creative agencies. This role isn’t about following a script but about balancing strategy and creativity, structure and adaptability.

In this episode, James, who’s a seasoned account management leader and former managing director at Ogilvy, joins Alex Raymond to share how the best account managers navigate client relationships and agency dynamics. Why is listening more important than speaking? How does tenacity outweigh experience in this fast-paced world? James provides answers to these questions while challenging the way we think about roles in account management and project management.

From the shift to project-based engagements to the value of building a brand, James offers insights for anyone who’s looking to succeed in a marketing or creative agency. This episode is a call to embrace curiosity, prioritize relationships, and see every challenge as an opportunity to grow in this ever-changing, creative industry.

Quotes

• “We often say that at the agency, you’re the voice of the client to the agency and the voice of the agency to the client. So we’re diplomats, we’re orchestrators, we’re figuring out how to thread the needle of client needs and agency ambitions.” (03:30 | James Hidden)
• “Great account leadership is more than just execution and delivery; it’s about navigating the gray areas, triangulating the ultimately subjective challenges of great creativity, brand building, client needs, and brand requirements.” (05:13 | James Hidden)
• “The very best account leaders have this superpower of triangulation, of understanding what’s not being said as well as what is being said, understanding the brief behind the brief, picking up on that seemingly throwaway comments someone made in a meeting that might actually be a massive unlock to how we get past the challenge or sell the creative idea or whatever it might be.” (13:42 | James Hidden) 
• “If you want 20% growth from a customer, you can sit on a Zoom call and do it that way. If you want 10x growth, you’ve got to go walk the hallways and spend time with them. That’s when you see all the other opportunities you wouldn’t otherwise have visibility into.” (18:12 | Alex Raymond) 

Links

Connect with James Hidden:

Website: https://www.jameshidden.com/

LinkedIn: https://www.linkedin.com/in/jameshidden/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

Most account plans fail not because they lack detail, but because they fall short as tools for proactive, strategic partnership. In this episode, Alex Raymond challenges account managers to rethink their approach to account planning, asking: Are your plans truly aligned with your clients’ goals, or are they just ticking a box? He identifies the most common mistakes—overcomplicating plans, treating them as static documents, and planning in isolation—and explains why these habits can damage trust, limit growth, and make account planning feel like a burden. 

Through a more thoughtful, collaborative, and client-focused approach, Alex shows how account planning can become your competitive edge. He points out the value of simplifying plans to focus on actionable priorities, keeping them agile, and regularly revisiting them to reflect evolving client needs. With practical advice on collaboration and documenting key wins, Alex demonstrates how account managers can use account planning to build trust, drive meaningful results, and position themselves as true strategic partners.

Quotes

• “Account planning, when done right, is your roadmap. It’s your guide. It’s how you are going to execute on all the ideas and plans that you have. It’s what takes you from being a reactive order taker to being a proactive strategic partner.” (02:46 | Alex Raymond)
• “Avoid having lots of tabs and pages. A simple, clear plan that’s easy to follow and reference beats a 50-page document every single time. So, don’t overcomplicate your account plans.” (06:28 | Alex Raymond)
• “The real value of building an account plan is not in the final product. It’s not in the plan itself; it’s in the process of planning. So, what I mean by that is shift your mindset to see account planning as an ongoing process. It’s an ongoing conversation with your client, with your internal stakeholders, and you’re constantly revising and refining it. The plan isn’t the end state; it’s a tool to help you get somewhere.” (12:03 | Alex Raymond)
• “The plans were so often about us, as opposed to being about the customer. And guess what? Your clients can smell that from a mile away. They can tell if you’re truly being customer-centric or not. So my challenge to you, my invitation to you, is to make your account plans truly customer-centric.” (17:04 | Alex Raymond)
• “Document your wins and your learnings… Documenting these learnings will be crucial when you review the account plan in a month or a quarter. I always say, document everything you can and bring in perspectives from others. This will help you gain clarity on what you’ve done and how you’re progressing with your clients.” (23:05 | Alex Raymond)

Links

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

“There’s a mythology surrounding the concept of listening to the customer and being customer-centric. It comes from the fact that we think we’re listening, but the reality is customers don’t feel heard and understood,” says Bob London, the creator of the Radically Authentic Discovery Method.  

Joining Alex Raymond in this episode, Bob challenges account managers to rethink how they approach client relationships. Are you truly listening to your customers? Or are you missing the deeper insights that could transform your understanding of their business needs?  

Bob introduces his method of “radically authentic discovery,” which focuses on asking bold, truth-sparking questions, practicing silence to fully absorb answers, and connecting the dots between what customers need and what you offer. It’s a framework designed to uncover priorities and challenges that often remain hidden in surface-level conversations.  

Curiosity, Bob argues, is a superpower for account managers. He shares practical techniques, like using intentional pauses, to create space for clients to share more freely. He also offers advice on shifting your mindset to prioritize meaningful discovery, even with packed schedules.  

This episode is a wake-up call for account managers to embrace deeper curiosity and active listening. By understanding the voice of the customer, you can build trust, strengthen relationships, and bring valuable insights back to your organization. Are you ready to change the way you listen? Join Bob and Alex’s discussion today!

Quotes

• “There’s a mythology surrounding the concept of listening to the customer and being customer-centric. It comes from the fact that we think we’re listening, but the reality is customers don’t feel heard and understood.” (05:16 | Bob London)
• “Your customer doesn’t have to be in board meetings to be able to answer, but they have to understand that what you’re trying to do is ask them, start at the most important level for them. What’s driving your priorities as a decision-maker or a user? And so, I try to explain to them that there’s these four principles of radical authentic discovery.” (08:50 | Bob London)
• “Like many things in life, including—I’m sure—people’s relationships, people will remember that you made them feel heard and understood more so than the substance. I’m not saying the substance isn’t important. I’m saying that the main priority is to leave the customer feeling like this was a different conversation.” (38:31 | Bob London)

Links

Connect with Bob London:

Website: https://www.boblondon.co/

LinkedIn:https://www.linkedin.com/in/boblondon/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm

Blind spots in customer understanding can hold companies back, but customer advisory boards offer a way to uncover them and strengthen strategic accounts.

Alex Raymond is joined by Betsy Westhafer, the CEO of the Congruity Group, to discuss how CABs reveal gaps in customer knowledge that companies often miss. Are you as customer-centric as you think? Betsy shares eye-opening stories, including one where a global company’s lack of account planning was laid bare in a CAB meeting. Insights from that moment led to significant improvements and pointed out the importance of truly knowing your customers.

Betsy breaks down the essentials of creating impactful CABs—aligning leadership, engaging a mix of customer voices, and encouraging honest conversations. CABs are about listening and acting on what matters most to customers. She also explains why bringing in a neutral facilitator can make all the difference and warns against half-hearted efforts that risk doing more harm than good.

If you’re an account manager or business leader ready to rethink how you engage with key customers, this episode offers actionable insights on building trust, uncovering critical gaps, and turning feedback into a competitive advantage.

Quotes

• “We did a customer advisory board probably about two or three months ago. And within the first few minutes, one of the customer advisory board members said to the host company, ‘Here’s what I want to hear from you: What’s your plan for my account?’ And it caught this company completely off guard, and they had to fess up that they did not have an actual plan for that account. This is a large global company.” (04:48 | Betsy Westhafer)
• “When you bring in an outside third party that can create an environment where these blind spots get uncovered, it’s really, really valuable.” (05:56 | Betsy Westhafer)
• “We do look at different metrics that are non-monetary ROI… the number of blind spots that have been uncovered or the number of advocacy activities resulting from CAB members. There are lots of other metrics beyond strictly sales dollars that we do track.” (32:58 | Betsy Westhafer)
• “One of the things we do at the very beginning of any engagement is create a value scorecard with our clients. Because it’s different for every client we work with… We build that value scorecard and then track it throughout the entire engagement using a red, yellow, green system to indicate whether things are on track. We pay close attention to whether the customer engagement activities are delivering the desired results.” (33:46 | Betsy Westhafer)

Links

Connect with Betsy Westhafer:

LinkedIn: https://www.linkedin.com/in/betsywesthafer/

Website: https://thecongruitygroup.com/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

Podcast production and show notes provided by HiveCast.fm