Everyone who knows their account manager loves having an account manager, right?! An account manager gives you someone to turn to for anything and everything. However, a good part of their day is usually spent putting out fires and being reactive but, this can be avoided. One of the primary reasons the account manager role exists is to provide a proactive customer service approach.
Many of our most recent changes at CoreHealth are a direct result of customer feedback via calls with account management.
It's ironic but one of the biggest struggles account managers face is getting calls booked - customers are often just too busy! If it's not the top 'fire' of the moment, our calls can get lost in the shuffle.
Using a fictional startup wellness company called Acme Wellness, we'll outline some of the challenges customers have unnecessarily experienced due to limited communication with their account manager - and how they could have been avoided.
Acme Wellness has a small staff who are always busy. They’d like to hire more employees, but until they’re revenue positive, they are unable to do so. Due to the lack of resources, meeting with their account manager has not been top priority.
Unfortunately, Acme Wellness suffered some consequences by putting off their meetings. They:
By now, Acme Wellness is frustrated and feeling like they've been let down by their employee wellness software vendor. At their wits end, they recall they have an account manager!
If Acme Wellness had met with their account manager, they would have learned that the latest software update would have made the configuration of their incentive programs much easier.
If Acme Wellness had met with their account manager, they would have learned about some creative solutions or that additional training could have been negotiated.
Your account manager will go to bat for you. It's in the best interest of both parties to achieve customer success - work together to reach a win-win solution.
If Acme Wellness had met with their account manager, they would have discovered that the feature they wanted was scheduled for a future software release. Alternatively, we could have also explored workarounds or third-party integration options.
We hope these examples help illustrate how a small investment of your time, can lead to a big payoff. Acme Wellness could potentially have been more profitable and hired the help they need, by taking a proactive approach.
Fortunately, they eventually spoke to their account manager and are now working together to improve their outcome and are living happily ever after.
To quote the infamous Jerry Maguire:
"Help Me, Help You!"
We're looking forward to speaking with you soon!
CoreHealth Technologies Inc. is the leading corporate wellness platform trusted by more than 1000 organizations, ranging from medium-sized businesses to Fortune 500 enterprises. At CoreHealth, we believe that developing the best employee wellness programs is all about giving wellness companies the right code, design and access to the latest innovations. With the most customization, integrations and reliability of any software in its class, CoreHealth’s powerful platform lets users focus on growing great companies. For more information, explore the CoreHealth website.