The Top Strategy for Client Retention? Account Management
Okay, we may be biased, but Client Account Management is more than just a role within your agency; it's a powerful strategy tool that can significantly boost client satisfaction and foster long-lasting relationships. If you're a digital marketing agency owner looking to enhance your client retention, this article is a must-read.
👩🏾💻 Importance of Client Retention for You Businesses
Did you know your existing clients are more likely to accept added services and extend contracts? It takes a particular skill and rapport to make that happen. As the agency owner, if you are still juggling the responsibility of nurturing client relationships while running the entire business, wake up call: you're the bottleneck! Yeah, we said it.
Knowing how to build and maintain a strong client relationship leads to mutual trust and loyalty 🤝🏻. Trust is a must in digital marketing. Campaign success often depends on ongoing collaboration and clear communication. Account managers own this process by serving as the main point of contact, ensuring needs are met, and addressing any concerns effectively. The consistent support helps build rapport that reinforces client confidence in the agency's capabilities, leading to extended partnerships and higher revenue.
With an account manager on your team, you benefit from having a dedicated individual who can focus on cultivating partnershipsand managing the day-to-day client tasks. Hallelujah! 🙌🏽
Integrate Project and Team Management
One of the first areas to focus on is how well the department teams and task management work together. Without a functional standard process, requests and projects are easily overlooked. Organization and clarity within today's digital marketing agency will relieve stress later.
It's almost like you get two for one with a Client Account Manager.
They can leverage their insight into client needs and extensive knowledge of how the team works to build internal processes that support the team's best work. No more items slipping through the cracks!
🗒️ Understanding Client Needs
Client needs are a crucial aspect of excellent service that should not be overlooked. They require a clear understanding and an intuitive nature that only someone as close to the client as a Client Account Manager can have.
🔍 Identifying client expectations and tailoring services to meet those specific needs is a process that starts from onboarding and daily management. These needs can change over time, too, based on business growth, priorities, and other factors. By thoroughly understanding what the client is looking for—and each client is unique—we can ensure that an account manager knows how to personalize and align your services with their goals and preferences.
Being in a partnership that makes you feel seen and heard is a dream for any client! Get a Client Account Manager on your team to cater to client needs. This approach ultimately leads to higher satisfaction and stronger relationships with our clients.
👥 Building Strong Relationships
Have you ever been ghosted by a client before? Do you only hear from them once a quarter? Radio silence is the worst! The same goes for the client. No one wants to pay a monthly fee, only not to know what they're getting from the agency!
Anybody with experience in digital marketing knows the significance of clear communication and consistent engagement. Otherwise, nothing gets done, and performance declines. Don't let clients stress in the dark. Overcommunicate and be an example of a successful agency-client partnership.
What's the solution? Start with the relationship!
Who's responsible? The Client Account Manager!
More often than not, the more communicative and transparent you are as the agency, the more responsive and willing the client becomes. Regular updates and check-ins via client meetings or email make more of an impact than you think. The account manager keeps a close pulse on client response rates, can read into emotion, and has a toolbox of techniques to navigate any situation. It also creates personalized attention and support they can provide, making the client feel extra special and taken care of.
Let go of the day-to-day contact responsibility and allow the expert account manager to take charge. You'll see more collaboration between teams and stronger client relationships bloom.
🧐 Proactive Problem Solving
Ahh yes. Problem-solving is a never-ending task in the modern digital marketing world. Not to fret! You can have a reliable and confident resource at your side. Enter the Client Account Manager.
Sure, problem-solving is inevitable. Proactive problem-solving is another level. It involves the ability to identify a potential issue before it escalates—or, better yet, before it happens at all!
Your account manager is locked and loaded with comprehensive solutions to address client concerns. By observing client behavior and monitoring project deadlines regularly, account managers have a unique advantage in foreseeing challenges. With forward-thinking approaches, they can act by taking appropriate steps to resolve these issues effectively and seamlessly.
See...problem solved. You can breathe again! 🥲
💬 Regularly Monitoring Feedback
Feedback can be a valuable gauge of client satisfaction. Whether you conduct quarterly or annual client surveys, gathering the data provides useful insight into the clients' experience. Pro tip: Have the account manager set up automated surveys in your preferred cadence. The 'set it and forget it' is always our go-to tactic.
In addition to surveys, account managers leverage meetings by asking clients their thoughts on new strategies, designs, and overall engagement. You may be surprised how often you'll get a candid response! Both negative and positive feedback can be used for the agencies and the client's benefit.
📊 Tracking and comparing responses can be measured over time to help you identify patterns and make the necessary improvements or shifts. Note that these modifications can apply to the client relationship or strategy.
🪜 Adding Value Each Step of the Way
Now, you're the agency that provides up-front communication, asks for clients' opinions regularly, and truly understands client needs—amazing! Why not throw in that added value to make clients say, "WOW!!" 🤩
Value and quality are where the DOT & Co. "wow factor" comes into play.
You can count on the account manager to go the extra mile by providing added value by suggesting services or adding a personal touch like client gifts to ensure clients are wowed. This focus on delivering value and quality will set your agency apart. As a result, clients will stay longer, recommend your services, and increase revenue.
Not only do Client Account Managers do their job well, but they are such pros that you'll be saying things like:
"Working with my CAM from DOT & Co. is life-changing!" - Isobel Burns, Lead Ads Strategist, Digital Marketing Engine Ltd
"Hiring a Client Account Manager waaaaaaaayyy exceeded my expectations" - Kerry, Owner & CEO, System Evny
⭐ Life-Changing Solution
Don't wait any longer! Start making your clients happier and your life easier. There's a one-of-a-kind unicorn of an account manager waiting for you. We cannot wait to talk to you and help you meet your match so that you can grow your business. Apply now to work with us and let’s get this conversation started!