Follow-up and Account Management
Written by Carla Churyk, Certified WebCenter Trainer
Account Management is one of my favorite steps in the process. First, it’s important to understand what an account manager does, because I feel it’s one of the most crucial roles a WebCenter Owners plays. Account Managers are the ones responsible for the management of sales and relationships with our clients. It’s important to maintain our relationships with them so that they will continue to use our services and refer others to us. I enjoy this part of the process because I find it’s a lot easier to maintain happy clients then to constantly go out and find new ones. Think about it, we as consumers of the digital world always want the best and most up to date phones and some of us cannot wait until the new module comes out — why is that? Because we want to keep up with the changing times, but most business owners do not think that way with their website and online marketing strategy. So, it’s important to maintain the relationship with them after the sale because they should be revisiting their online marketing strategy often, and although they may not need a new website design each year, they should be changing things up with a new design or upgrading back-end programming at least every 18 to 24 months to keep up with Google (of course making tweaks along the way).
We have so many products and services that we offer business owners to keep their online marketing strategy current. Once the sale is complete and their website is up and running, it’s a great idea to stay in touch and reach out to see if they need anything. We are always adding new features, products, and services, so why not keep in touch every few months and let them know of new enhancements that have come out and how they can perhaps benefit. If business owners should be upgrading their online marketing strategy at least every 18 to 24 months, then it’s easier to help them “get upgraded” when the time is right, especially if you stayed in touch with them every few months.
I like to keep a simple spreadsheet that I track all my sales and dates. I also add “comment” fields as to when I contacted them to ask them how it’s going and share with them new products, services, or features that were recently launched. It’s also important in addition to mentioning the new features to also ask them things like, “How is it going, How is your website doing in driving more traffic to it and your business, If you can change or add one thing to your current marketing strategy what would it be?”
Questions like this help retain that client for a long time and it makes you an effective Account Manager. So, when it’s time for a business owner to upgrade their presence, their design, organic SEO, Facebook marketing, or Google Adwords, it’s a lot easier conversation to have. They will also trust you and then you become the person they come to for all their questions and ideas they may have. By maintaining that ongoing relationship, you become the “go-to-person” for all their questions so when they get bombarded with those daily sales calls about helping them with their online marketing presence, they will always come back to you!