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AM Coaching priorities, 2nd Objective: Close gaping holes by gaining full…
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2nd Objective: Close gaping holes by gaining full overview over all account situation (analyze all client + let AM analyze clients as well).
(currently malfunctioning accounts big threat to client experience)
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3rd Objective: Optimize perception of service by introducing a standardized email strategy framework.
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5th Objective: Close the last hole in the client experience by standardizing what happens when the AM isn't there
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Notes:
- It's also possible to do the strategy & calendar standardization before Stabilizing the accounts.
In that case we run the risk of loosing more clients to random account problems.
- The biggest thing is to get buy-in from AMs on the process changes. What is the right framework to go about these changes?
- they need to be somehow involved in the process creation or at least approve them
Process set-up to fix issues based on risk and severity:
- Stabilize the client relationship
- Prevent avoidable damage to client relationships by closing gaping account holes.
- Improve the client relationship by demonstrating strategic leadership
- Standardize general Wrike processes
- Finish account stability by making the account independent from the specific AM
- Generate more revenue by leveraging improved client relationship
- Build on new the foundation
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We first need to fix the biggest issues and stabilize everyone somewhat, before it makes sense to really involve the AMs into processes and decisions.
Why not immediately? Right now AMs are strongly underestimating themselves and never knew how it is to do everything you're supposed to - and doing it good - while still having a bunch of additional time.
This mental shift needs to happen first - by gently pushing them into the right direction - otherwise the mental blocks will hinder the necessary mental freedom to really think about how to do things the best way.
You first need to be able to walk before you can decide which shoe is best for you and why.
I believe my way of AMing is good enough for the beginning, to get everyone set-up and started, before we can tear it down again to make it truly amazing.
But until then my way is proven to work and scalable through processes and accountability
The process below shows this first cycle of gently pushing into the right direction. Once everyone knows the basics, we can start to have meaningful conversations.