Effective account management is not a straight path. It requires adaptability, insight and perseverance. At Xenos Business Excellence, we know that successful account management (and customer success management) rests on three essential pillars: managing expectations, nurturing relationships and operational quality. But how does that work in practice? And how do you ensure that your organization does the right things within those pillars?

You do what you committed to. Your client gives you a solid 8 or 9, says he is satisfied. Everything seems to be going smoothly, until suddenly that unexpected contract cancellation is in your inbox.

How can that be? You did what the customer asked, right? That is exactly the pitfall.

John Gamble founded Tenacity in 1983. Along with managing direct client engagements for Tenacity and teaching at the Tenacity Center, John is a featured speaker to companies and industry associations. He is the co-author of the firm’s three books and leads the firm’s strategy and development efforts.

A goal without a plan is just a wish