Production team members were elevated to Partner Success Managers. PSMs reach out to clients for materials, answer process questions, run reports for sales and become what Amy calls “the magic behind the curtain” to support both salespeople and clients. But they also get to know clients’ needs so well that clients trust and want to work with them. Directors and PSMs work closely to ensure that processes are running as intended.
So now,
salespeople have help to ask the right fact-finding questions and to direct clients away from products that will not produce results. They have more time to strengthen client relationships, achieve call quotas, update activity in the CRM system, formulate weekly forecasts and attend to issues that arise.
Amy says that clients feel supported by a team with product expertise, the experience to say which products will work for them (and which will not) and the ability
to create whatever is needed for success. Clients feel less overwhelmed by all the possibilities and are more open to thinking outside the box – more open to ACBM's sales reps challenging their thinking, suggesting new products and asking for their entire budget.
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