You’ve heard about building “fences” around accounts. By doing this, you protect them from predators or wandering off to other pastures. Many companies build these “fences” with discounts, product features, service offerings, etc. While these are good approaches to account management, they often don’t protect company interest. This is because they aren’t always aligned to the customer’s wants and needs.
A second option is to build a “fence” by adding further value to your customers. One technique in this vein is by discussing risk with them. When you voluntarily enter the fray with customers, you separate yourself as a partner. You demonstrate the will of character to face issues head on, and be proactive. Customers know that this can be the difference between success and failure. […Continue Reading…]