The Lean Principle For Account Management

The Lean principle isn’t only for product management, but also for account management. Otherwise, it’s too late and you slip into churn.

What happens too often:

1. Give 110% to win deal (hopefully) 

2. “We won it! (activating maintenance)

3. Renewal dates come up, client cancels

Why? 

Because you stopped winning them over each day again (like in a good relationship).

- You don’t hide from product issues

- Ideally, you even anticipate and act

- You check in yourself to address concerns 

… so that you can sort these things as they flare up. 

And not only when they’ve accumulated into an avalanche. 

In either case––not only for renewing––you’ll have a much better case to do cross- & up-sells. 

I get it, you don’t want to wake sleeping dogs. But they will always wake up eventually, trust me…  

So rather “risk” some uncomfortable discussions when you can still do something than feeling crippled when the house of cards finally collapses.