Why account management deserves more respect, with David C. Baker
Welcome to episode 138. If you’re managing client relationships - or leading others who do - this episode is packed with practical advice.
I’m joined by David C. Baker, widely regarded as "the expert's expert" in the marketing agency world. David has advised over 1,000 entrepreneurial experts through his consulting firm, Punctuation, which he founded back in 1994.
He's the author of 7 books, including the influential "The Business of Expertise" and "Secret Tradecraft of Elite Advisors," and his latest book “Selling your professional services firm”. His insights have been featured in The New York Times, Wall Street Journal and numerous other publications. As the co-host of the popular "2Bobs" podcast, David regularly shares his expertise on agency management.
With decades of experience working with marketing services firms, David brings unparalleled insights into the nuanced relationship between account management and project management - which makes him the perfect guest as we prepare for the third annual Account and Project Management event in Atlanta in September 2025.
Here’s just a handful of the things we covered:
Why growing the account is the primary role of an account manager - and why order-taking isn’t enough (particularly now)
The healthy tension that needs to exist between AMs and PMs - and what happens when one person does both• Why strong account managers read the room - not just run the meeting
How to lead clients without being pushy - and why honesty is your best sales strategy
Practical tips for handovers, managing workload, and setting account managers up for success
And why account managers can - and should - lead the AI conversation within the agency
David also shares thoughts on leadership, compensation, and the future of AM in an AI-driven world.
