Account Management Innovation

Much of the content is taken from the ebook that you can download here, which is supplemented by other content such as videos, blog articles, and more.

Why is account management so crucial? Because managing accounts well provides your company with a steady flow of revenue. Efficient account management builds strong relationships, and by doing so provides revenue predictability.

“We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.”

Jeff Bezos, Founder, Amazon

Innovation

Why does it matter?

Customers Demand It

Companies don’t spend enough time understanding the changing needs of their customers… if business success is also your goal, make sure your innovation lines up with a critical customer problem that no one has solved (Harvard Business School).

Reduces Churn

Increasing customer retention rates by 5% increase profits by 25% to 95% (Harvard Business Review).

Future-Proofing

Failure to innovate can result in going from market dominance to market irrelevance › Blackberry is a recent example of this.

Pipeliner CRM Account Management Innovation

Before we dive into the general topic of account management in the other sections of this subsite, let’s explore the latest account management innovations for Pipeliner CRM.

Expanded Account Management for Roles & User Rights

Different fields allow companies to add or prohibit users from viewing and working with specific accounts or specific types of accounts.
Provide full, read-only, or no access to roles over API to other applications.
Manage different views of data for a different roles.
Custom Views promotes focus — rarely does any role need to see all the data at once.

Expanded Card View

Previously, there were 6 fixed fields that would display in the Card View
Now, however, we’ve expanded that to 12
This provides the option of customizing these fields
Now you can adapt to your specific needs

Previously, there were 6 fixed fields that would display in the Card View

Account Matrix

Another very exciting innovation we have made with Pipeliner is the Account Matrix. The Account Matrix provides you with 2 axes—“X” and “Y”—and you can customize both of these axes to provide a unique view of your accounts (For example, one axis could be the “won amount” and the other could be the date).

Customer Success users choosing to display Accounts based on their total Won Opportunity value

Some scenarios might include:

Customer Success users choosing to display Accounts based on their total Won Opportunity value and the number of Days or Months until renewal so they know where to focus & plan their next actions.
The Sales team might want to prepare their Strategic Account Plans based on Account Class & Annual Won revenue.
Account Managers might want to see how many days have passed from the Last Contacted Date by Account Class to prioritize their calling plans.