The meaning of account management is nowadays becoming more and more abstract – and therefore, less evident. Maybe it’s just too often used for the description of too many different things. However, it is not our goal at the moment to write a philosophical essay about it. Let’s just be practical and see what it actually means based on the most primal definition.
You have a business, you need customers who needs you to get things done; they pay you, you pay your employees and bills. You keep the rest. Simple as that. It even rhymes. (Ha ha.) But once we decided not to be philosophical, we are not about to be poetical either. Account management means therefore that you need to take good care of your clients to get more requests to get things done and to get more customers to get more requests to get more things done and so it goes on, infinitely. If everything goes well.
Your purpose is, most of all, to make them satisfied in order to get more requests to get more things done but let’s not repeat ourselves. You need a high quality service and/or product to deliver them, you need the right people, you need to always be on time with delivery. The more clients you have the more tasks you receive – and not just tasks but also ad hoc requests. Furthermore, it is not just that the work (in our case: the translation) that needs to be done, customers are very sensitive sometimes to very weird things. Taking good care of them also means you take this factor into consideration. You cannot give it a chance that something goes wrong. You have to be up-to-date, punctual and accurate. This is what (right) account management means. To make it as easy as it can be, we made this feature (account management) on Babelprojekt almost ridiculously simple.
But we had one more idea when we developed this part of the system. If you can handle your customers that easily, you will have more time to build a relationship with them. And despite the fact that we live in the very 21st century where anything can be managed online without physical presence, it is still important to chat and to see each other’s face. In the time we freed for you, why don’t you put on your suit and give them a visit?4