Account Management Secrets This Question Drove a 200x Increase in Client Revenue | EP37
May 16, 2025
Joanna Hagelberger, an account management leader and founding member of Amplify, shares transformative insights on client relationships. She reveals how a single bold question about a client's five-year goals led to an astonishing 200x revenue increase. Joanna emphasizes the importance of curiosity in account management, urging professionals to dig deeper than surface-level conversations. Additionally, she discusses the need for strong internal alignment and avoiding common segmentation mistakes, empowering account managers to act like CEOs of their accounts.
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Account Management Is Strategic By Design
- Joanna distinguishes support, success, and account management by scope and proactivity.
- Account management is strategic, focused on growth, retention, and 'no surprises.'
Hold Internal Account Reviews Regularly
- Run regular internal account reviews that include executives to surface themes and early warnings.
- Use these reviews to inform product, marketing, and company priorities before issues become surprises.
Bring Product Into Customer Reviews
- Invite product and marketing into QBRs so customers can influence roadmap and communications.
- Tell customers these meetings are their seat at the table to shape company work on their behalf.