Account Management Secrets QBRs, Retention, and Role Clarity with Kristy Devantier | EP48
Aug 1, 2025
Kristy Devantier, Managing Director at TaleWind Digital, shares her expertise in transforming account management. She discusses how to move from dull QBRs to dynamic strategic review meetings that prioritize client needs. Kristy emphasizes the importance of open conversations that lead to growth and reveals how effective client segmentation enhances team focus. She candidly addresses the challenges of balancing project work with customer success and advocates for her team's needs to foster a more impactful approach to account management.
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Rebrand QBRs To Be Strategic
- Rename and structure QBRs into Strategic Review Meetings to reduce stress and pitch-heavy sessions.
- Prepare research and client-focused questions so meetings center on client needs, not vendor offerings.
Lead With Client Questions
- Start meetings by asking clients if anything urgent is on their mind before your agenda.
- Then ask about their experience and goals to surface context that informs meaningful recommendations.
Coach Clients To Share Strategic Context
- Prompt clients to discuss broader business priorities, board asks, and team challenges, not just project details.
- Email prep prompts ahead of meetings to coach clients to come prepared to share strategic context.