How can you identify potential areas of risk or concern for your clients using account performance metrics?

2 Customer satisfaction and loyalty

Another key metric to track is your clients' customer satisfaction and loyalty, which measure how happy and loyal their own customers are with their products or services. You should use surveys, feedback, reviews, and ratings to assess their customer satisfaction and loyalty levels, and look for any signs of dissatisfaction, churn, or attrition. For example, if their customer satisfaction scores are low or dropping, you might need to explore the reasons, such as poor quality, service, or delivery. If their customer loyalty rates are low or declining, you might need to help them improve their retention, engagement, or advocacy strategies.

4 Business outcomes and impact

A fourth key metric to track is your clients' business outcomes and impact, which measure how well your products or services are helping them achieve their strategic goals and objectives. You should use key performance indicators (KPIs), metrics, and case studies to demonstrate their business outcomes and impact, and align them with their expectations and value propositions. For example, if their business outcomes are below or behind their targets, you might need to review their goals, strategies, or tactics, and offer them more solutions, resources, or recommendations. If their business impact is unclear or undefined, you might need to help them quantify and communicate their results, benefits, or return on investment (ROI).

5 Feedback and communication

A fifth key metric to track is your clients' feedback and communication, which measure how satisfied and engaged they are with your relationship and service. You should use surveys, interviews, and meetings to collect and analyze their feedback and communication, and look for any areas of improvement or praise. For example, if their feedback is negative or constructive, you might need to address their issues, concerns, or complaints, and implement their suggestions, requests, or expectations. If their communication is infrequent or ineffective, you might need to improve your communication frequency, quality, or channels, and ensure you are listening, understanding, and responding to their needs.

6 Growth and retention

A sixth key metric to track is your clients' growth and retention, which measure how much they are expanding or renewing their business with you. You should use sales, contracts, and renewals to track and forecast their growth and retention rates, and identify any risks or opportunities for upselling, cross-selling, or referrals. For example, if their growth rate is low or negative, you might need to find out if they are satisfied, loyal, or interested in your products or services, and propose them more value, features, or solutions. If their retention rate is low or uncertain, you might need to ensure they are happy, engaged, or successful with your products or services, and remind them of your value, benefits, or differentiation.