02 — Capability · BC-430.30
Account Management
Grow and keep existing customers by knowing each account's goals and people, planning for renewal and expansion, and noticing trouble before the renewal date does.
- Key Account Management
- Customer Success
- Account Development
In scope
- Account plans for strategic customers
- Stakeholder and relationship mapping
- Renewal and expansion pursuit
- Account health signals and response
Out of scope
- Resolving service issues the account raises (see BC-450)
- Loyalty programs for mass-market customers (see BC-460)
Realized by · 1
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-430.30.10Account PlanningDocument each priority account's objectives, current footprint, growth potential and the actions planned for the year, and review it on a cadence.
- BC-430.30.20Relationship MappingIdentify decision makers, influencers and detractors inside an account and plan who in the organization owns each relationship.
- BC-430.30.30Renewal & ExpansionStart renewal conversations early, pursue cross-sell and upsell where the account plan supports it, and avoid surprises at term end.
- BC-430.30.40Account Health MonitoringCombine usage, service, payment and engagement signals into an account risk view and trigger action when it turns.