Renewals start on day one, not 90 days out
The renewal reminder lands 90 days out. The customer decided months ago. Here's why renewals are won or lost long before the date, and how to stay ahead.
Topic
Account Management
Looking after every account, not just the biggest ones.
About Account Management
Account management used to mean a named person for your biggest customers and an inbox for everyone else. That leaves most accounts, and a lot of revenue, with nobody watching.
Here we look at how to give every customer real attention, what good account management looks like at scale, and where AI fits in.
5 posts on Account Management
Expansion revenue: spotting upsell moments in product usage
Your next big deal might already be a customer. Here's how to read usage for buying signals, time the conversation and make expansion feel like help.
Customer health scores are guesses. Usage tells you more
Green, amber, red. Most health scores look reassuring right up until the customer cancels. Here's why they miss, and what to watch instead.
The AI account manager: looking after every account, not just the biggest
Your biggest customers get a named account manager. Everyone else gets a newsletter. AI changes that maths. Here's what an AI account manager does, and what it doesn't.
The handoff problem: why customers drift between closed-won and renewal
The customer told sales why they bought. Then told onboarding. Then told their CSM. Then their new CSM. Every handoff after closed-won leaks context, and eventually it leaks revenue.
