Account Management – Keep Value Visible

Retention is a process. Make outcomes measurable and reviewed.

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Learning goal

• Build a simple account health score.
• Run a monthly value review (QBR-lite).
• Track adoption and blockers.

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Why it matters

• Renewals are won months before the renewal date.
• Value must be visible to stakeholders who weren’t in the purchase.
• Health scoring helps you prioritize proactive work.

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Explanation

Account health score (0–10)

• Adoption (0–3)
• Business outcomes (0–3)
• Stakeholder engagement (0–2)
• Support / risk signals (0–2)

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Guided exercise (10–15 min) — Health score template

1. Define the 4 categories and how you score them.
2. Score 3 accounts.
3. Pick 1 action per “at risk” account.

Independent exercise (5–10 min) — Value review email

Draft a monthly value review email with: outcome achieved, metrics, next improvement, upcoming milestone.

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Self-check

• I can score account health quickly.
• I run regular value reviews.
• I act before renewal risk becomes visible.