Customer Success Management and account management is about growing and nurturing a client so they increase their business with you, become a reference for you, and even become an evangilist for you. It is taking a customer (one transaction) and turning them into a client (many transactions and more).
Personally, I have turned many customers into clients. Helped them succeed and grow. Some examples:
Had a customer at a retail store who needed a computer. I not only sold him, but he turned into a client where he used my IT help in using the computer, setting up networks, training, and more. Since he had a public relations agency, he referred me out to his clients.
Customer at a retail location needed computer help. I provided him help and the customer grew into a client who used my services and advice for many years until his passing away. He purchased many times from me. He was Board of Directors member for USD, Alcoa, Transamerica and other organizations.
Customer at a retail location needed a computer. Not only sold him computers over many years, also support, and he had me create websites for his clients ... he had a advertising agency. He was a client until he passed away. For some of his clients I still provide sevices.
Customer success management is also about dealing with clients who aren't happy with your company. I have had to repair relationships many times for different companies because of situations arising. For example, one company upset the U.S. Navy and the San Diego Police Department through the actions of some of their personnel and I repaired the relationships through listening, good communications, being responsive and making sure the company was responsive. Another company's training and support personnel weren't communicating well with clients and in doing a check-in with the customer, just as good follow-up to sales, found out about the situation and took immediate action which saved the accounts.
Clients have included:
- Advertising/Public Relations Agencies
- President of Restaurant Chain
- Boad of Director Member for Alcoa, Transamerica, USD and more
- Managing Partners
- Art Departments of Magazines
- SaaS companies
- and more