Account management and customer retention

Account management and customer retention is the process of building and maintaining relationships with existing customers. This involves understanding the customer’s needs, addressing their concerns, and providing ongoing support to ensure their continued satisfaction with the business’s products or services.

Beginner competence definition

At a beginner level, a salesperson should be able to communicate effectively with customers and understand their needs and concerns. They should also be able to provide basic support and troubleshoot common issues. At this level, we’ve found that a salesperson should be able to ensure that customers are satisfied with the business’s products or services and identify opportunities for upselling or cross-selling.

Intermediate competence definition

Intermediate-level salespeople should be able to develop and implement an account management strategy that builds on existing relationships with customers. They can identify opportunities for improving the customer experience and delivering additional value. At this level, a salesperson should be able to use data analysis techniques to identify trends and patterns in customer behavior and use this information to inform their account management strategy.

Advanced competence definition

At an advanced level, individuals can lead the development of a customer-centric culture across the entire business. They can develop and implement customer retention programs that are tailored to the specific needs and preferences of individual customers. Advanced salespeople should be able to use advanced data analysis techniques to predict customer behavior and proactively address any issues before they arise. Their expertise also allows them to coach and mentor other members of the sales team in effective account management and customer retention techniques.