"Confidence" as a metric of success is overlooked and often deemed 'too woolly' to include as a specific KPI. But it's a multiplier to accelerate the retention and growth of the agency's client relationships.

A big part of the Agency Account Manager's job is to have a conversation with the client at the beginning of a project to establish metrics of success.

Recently,  I conducted a series of 2nd stage interviews for an Account Director role for an app development agency client of mine.

Hiring an agency account manager can feel like walking through a minefield in flip flops.

'Train the trainer' isn't new. But it is fairly new for agency owners who want to keep 'rising star' account managers but have tighter training budgets

Ever thought about winning back your past clients? It could be one of the most impactful moves for your agency’s bottom line.

An account director client of mine has been struggling with a client relationship.

The account manager's role is hard. Some argue it's the hardest in the agency.

Is the agency business model holding account managers back?

In 2019 Gartner conducted a study to understand why account managers were ineffective in growing existing agency client business.

Why are account managers not cross selling and upselling during client meetings?

Recently, I chatted to Tim Riesterer, Chief Strategy Officer at Corporate Visions. We discussed the importance of demonstrating to clients the results you're achieving for them at three levels. Tim calls this the 'triple metric'.

Michael Farmer, a management consultant who has studied creative agencies for 30 years, said this during our recent interview: “Account managers need to be more like Bain consultants”

I read as many reports I can about the state of agency account management and it makes for grim reading.

When you start an agency, typically you start with project management. As a small, agile team it makes sense for project managers to be responsible for client management.They are highly skilled in delivering your services on time and on budget. As an agency grows and more clients are acquired, it becomes unsustainable.

Why do account managers miss new account growth opportunities in client meetings? Often it’s because they haven’t asked the right questions. Or they’ve asked some of the right questions but didn’t have the confidence to probe deeper in their questioning.