Hi all account managers,
From time to time, key people in your accounts leave the company. ANd they do not always tell you, right?
These people can be categorized as Growth Influencer (the field called: Position in ONE).
It can also be the Sales, manager, the CEO or any other person that is key to driving SuperOffice success at that specific customer.
And you cannot know it all.
That is why we have systems to support your work.
In our Net Promoter platform (CustomerGauge), we can now notify Account managers in real time when an NPS survey has bounced. The main reason for bounces is that the e-mail no loinger exist, aka the person has left the builging.
When this happens, you will be notified with an e-mail.
What you need to do
Check who this person is and what role he/she has. If it is vital, it is a good thing to do a Muffin call and try to learn more who has taken over this position and wjat other things have happenend with the account. Perhaps there are things that will enable a GROWTH scenario? You know the drill.
Then correct the stuff, like add former employee and update Postion on the other Growth Influencers. Add the new person, and get connected on Linked etc.
The good story, this will not happen often. We have pretty good quality. But it is worth checking the -email.
Here are the AMs currently with the notification in place. We will create more as new bounces appear.
Questions? Just add them below.