Account Management Best Practices for 2025
If you’ve ever found yourself wishing for more hours in the day (or at least someone to take a few client calls off your plate), this one’s for you. In the world of digital marketing, managing accounts with excellence isn’t just about staying organized—it’s about creating experiences that make your clients swoon.
As we step into 2025, the playbook for account management is all about blending heart with hustle. So grab your favourite latte and settle in—we’re diving into the best practices to help you master client account management this year.
1. Be Consistent, Be Reliable (Always)
Let’s start with a truth bomb: reliability isn’t just a “nice-to-have” in account management; it’s the baseline. Clients need to know you’ll show up for them—whether it’s sending a quick update or meeting that Friday reporting deadline.
Try This:
Respond promptly (even if you don’t have all the answers yet). A quick “Got it! I’ll circle back soon” goes a long way in building trust.
2. Put People First
Here’s the deal: great relationships aren’t built overnight, but little moments of connection stack up. Remember their daughter’s soccer game? Ask about it. Notice they’ve been quiet in meetings? Check in. Clients want to feel seen and heard, and it starts with paying attention.
Action Step:
Keep a running list of personal notes about your clients (yes, even the small stuff). Refer to it before meetings to show you genuinely care.
3. Retention Is Your Secret Weapon
New clients are great, but keeping your current ones? That’s where the magic (and the ROI) happens. Research shows it costs 5–7 times more to acquire a new client than to retain an existing one.
Pro Tip:
Celebrate wins—even the little ones. Launching a campaign? Win. Wrapping up a site audit? Double win. Keep clients engaged by highlighting how far they’ve come.
Listen to our podcast episode we just dropped "Retention Secrets for Agencies: Delivering Unforgettable Client Experiences".
4. Embrace the Gold Standard
At DOT & Co., we’ve honed what we call the “gold standard” for account management—a mix of proactive communication, rock-solid project management, and a whole lot of heart. The secret? It’s not just about the work; it’s about how you show up every single day.
Quick Wins:
Be the go-to problem solver for your agency.
Standardize your processes to ensure every client gets a seamless experience.
Keep your energy positive and solutions-focused.
5. Lean on Tools (Because #Efficiency)
Technology is your BFF in 2025. From AI tools to project management software, the right systems can save you hours and keep everything running like clockwork.
What to Use:
AI note-takers for capturing key details in meetings.
Project management platforms to keep timelines on track.
Traffic light boards to monitor client happiness at a glance.
6. Onboard Like a Pro
First impressions are everything, right? The way you onboard clients sets the tone for your entire working relationship. Think red carpet, not last-minute scramble.
Make It Happen:
Break the onboarding process into clear, manageable steps.
Create a visual presentation to walk them through the process (and follow up with a one-pager they can refer back to).
Address common pain points upfront, like access issues or unclear branding guidelines.
7. Channel Your Inner Problem Solver
Great account managers don’t just follow instructions—they make things happen. When challenges pop up (and they will), approach them with confidence and creativity.
Remember:
“Good enough” is often, well, good enough. Strive for 80% perfection and keep moving forward. Overthinking leads to stuck projects—and nobody’s got time for that.
8. Lead with Empathy
Yes, metrics matter. But at the end of the day, your clients want to know you get them. They want a partner who understands their goals, their struggles, and their vision for the future.
Practice This:
Actively listen in every conversation.
Keep your tone warm, calm, and encouraging—even when things get tricky.
Show up with solutions, not just problems.
9. Stay Curious and Keep Growing
The best account managers are lifelong learners. The digital marketing world is always shifting, and staying sharp is part of the gig.
How to Grow:
Invest in training, join a community of like-minded professionals (hello, DOT & Co.’s CAM Community!), and stay up-to-date on industry trends.
Let’s Wrap It Up
Here’s your 2025 mantra: show up, stay consistent, and always lead with heart. When you focus on the little things—prompt responses, personal touches, and proactive communication—you’ll create client relationships that don’t just last but thrive.
Ready to take your account management to the next level? At DOT & Co., we specialize in helping digital marketing agencies create client experiences worth talking about. Let’s make this your best year yet.