“It’s all about ‘what I want the customer to do based on what I care about.’ Nobody says that explicitly,... more

“We’re diplomats, we’re orchestrators, we’re figuring out how to thread the needle of client needs and agency ambitions,” explains James... more

Most account plans fail not because they lack detail, but because they fall short as tools for proactive, strategic partnership.... more

“There’s a mythology surrounding the concept of listening to the customer and being customer-centric. It comes from the fact that... more

Blind spots in customer understanding can hold companies back, but customer advisory boards offer a way to uncover them and... more

“Most QBRs suck,” says Alex Raymond, calling out the truth that too many Quarterly Business Reviews are boring, one-sided, and... more

“There are strategic accounts that will organically grow without proactive effort. Every account is strategic but you don’t have the... more

“I strongly believe that there’s a strong connection between employee experience and customer experience. Employee experience drives the customer experience,”... more

“When we try to get customers to do something, if we ourselves don’t know what the path to success looks... more

“You’ve got to move your customers to be a partner. Your aim is to get larger revenues, have partnership relationships... more