Account Management Secrets Fix What’s Really Broken | EP64
Nov 21, 2025
Eddie Reynolds, CEO of Union Square Consulting and host of GTM Science, dives into the hidden issues behind stalled growth. He reveals that revenue problems often stem from poor processes and emphasizes the crucial role of customer success teams in profitability. Eddie outlines actionable frameworks like the GTM Ops Decision Tree to prioritize fixes and argues for better resource allocation to account management. He calls for a unified revenue leadership to align sales and retention efforts, ensuring sustainable business success.
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Revenue Problems Are Process Problems
- Most companies don't have a revenue problem; they have broken go-to-market processes that leak revenue.
- Fixing operational systems often yields bigger returns than chasing new pipeline.
Document And Track Core Account Steps
- Define a step-by-step process for account management and make it visible to the team.
- Create a simple report to measure whether critical activities like QBRs actually happened.
Failed Implementations From Missing Documentation
- Eddie recounts terrible onboarding experiences after an acquisition where implementation teams lacked basic documentation.
- The customer endured two failed implementations because no clear steps or statement of work existed.