Strategic Account Management
Closing the deal is just the beginning. Strategic account management ensures every customer relationship grows in value through proactive planning, insight-driven engagement, and a culture where everyone contributes to revenue.
Empellor CRM empowers MSPs to unlock hidden revenue by giving account teams the visibility, AI-driven insights, and playbooks to grow every customer relationship.
What Good Looks Like
- A 360° view of every customer: opportunities, quotes, renewals, subscriptions, invoices, and support in one place.
- Account managers focused on expansion, not firefighting.
- Action-oriented account plans that drive measurable outcomes.
- AI tools surfacing customer sentiment and upsell signals in real time.
- Customers empowered with seamless self-service for orders, subscriptions, and renewals.
Struggling to expand customer revenue?
- Onboarding and implementation teams blindsided by what was sold.
- Customers showing early signs of “buyer’s remorse.”
- Too many (or too few) people touching customer accounts.
- Lack of visibility into accounts leads to stalled expansion.
- Resources allocated to the biggest accounts instead of the best accounts for growth.
- Customers forced to call for everything — no self-service option.
The Challenges MSPs Face
Without the right account management approach, retention weakens, upsell opportunities vanish, and expansion stalls.
Solutions That Work
Without velocity and conversion discipline, revenue stalls — and competitors pass you by.
- Use Dynamics 365 Sales to create a single 360° customer view: opportunities, quotes, orders, contracts, subscriptions, invoices, and support.
- Leverage AI and Copilot to:
- Measure customer satisfaction early and often.
- Surface negative sentiment directly in Teams and Outlook, alerting account managers before churn risk escalates.
- Recommend next-best actions, upsell opportunities, and account insights.
- Implement outcome-driven account plans and hold teams accountable.
- Build a culture where everyone has a role in revenue growth.
- Use data-driven insights to rank accounts by future growth potential, not just current size.
- Provide customers with self-service portals for subscriptions, renewals, and order management.
Next Steps to Improve
Without a clear growth strategy, you’re stuck in survival mode — chasing opportunities instead of creating them.
Ready to expand revenue from your existing accounts?
- Formalize a repeatable onboarding and adoption playbook.
- Implement an activity-based customer relationship model to drive accountability.
- Hold account leaders to outcomes tied to action-oriented account plans.
- Train account teams on growth expectations and required outcomes.
- Segment accounts by current and future value.
- Update compensation plans to reinforce expansion behaviors.
- Enhance your customer portal for frictionless self-service.
What’s at Stake
- Customer churn will rise as onboarding gaps and buyer’s remorse go unaddressed.
- Expansion revenue stays locked, even in your most strategic accounts.
- Your teams will waste resources on the largest accounts instead of the most profitable ones.
- Competitors who use AI-driven insights and Copilot will deepen relationships, expand faster, and own the accounts you thought were safe.
Don’t leave growth sitting in your customer base.
