For a long time, the only objectives I used for major accounts were very specific business objectives: “We will increase turnover by X%” or “We will introduce two new programs and increase our profitability by Y%.”
Many have heard statistics on the value of existing accounts: 80% of future profits come from 20% of customers; 65% of revenue comes from existing customers; it costs 5% less to retain a customer than to gain one.
Proactive and strategic account planning in Salesforce isn’t easy - or even possible, depending on which plugins and customizations you’ve invested in. Account planning often takes place outside of traditional CRM systems, and rarely makes its way back into the tools your sales team uses every day.
If you’ve been following me this year, you may have noticed how much I have been talking about account planning–or, rather, account GROWTH.
Everybody knows that great customer service is key to retaining and growing accounts, right? We believe this so strongly that we invest countless hours and boundless resources into developing customer success teams whose sole job is to ensure that clients are so happy that they continue to buy and increase spending.
Economic downturns are almost nobody’s favorite time. For sales teams, they can signal lower incomes, more worry, and harder work that yields smaller returns.