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How can you track client complaints and improve your account management metrics?

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Client complaints are inevitable in account management, but they can also be valuable sources of feedback and improvement. How can you track them effectively and use them to boost your account management metrics? In this article, we'll share some tips and tools to help you manage, analyze, and resolve client complaints in a way that enhances your client relationships and performance.

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Wasif Khan

Growth Catalyst| Data Strategist| Business Leadership | Operations Excellence | Business Analyst | Data Scientist|…
Sreeram Thiagarajan

IT Sales Director | Driving $25M+ Revenue Growth in IT Services | Expert in Travel, Retail & Technology | GTM Strategy…
Tarun Tolani

Sales Leader | Driving Growth in Fintech & SaaS | Driving Digital Transformation in Financial Services | Formerly with…

1 Why track client complaints?

Tracking client complaints is not only a matter of courtesy and professionalism, but also a strategic opportunity to improve your account management skills and outcomes. By doing so, you can identify recurring issues and patterns that affect your client satisfaction and retention, monitor the impact of your actions and solutions on client complaints, learn from mistakes, demonstrate responsiveness and commitment to clients, build trust and loyalty with them, and increase their advocacy and referrals.

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Wasif Khan

Growth Catalyst| Data Strategist| Business Leadership | Operations Excellence | Business Analyst | Data Scientist| Empathetic | Customer-Obsessed ?? Head of Account Management @Delivery Hero Trusted by 10000+ followers
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Effectively managing client complaints is crucial for refining your account management skills and presents an invaluable opportunity for the organization to enhance the quality of products/services provided to clients. As the vigilant eyes and ears of the organization, the account management team plays a pivotal role in continuous improvement by maintaining a professional and systematic approach to tracking complaints.

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Sreeram Thiagarajan

IT Sales Director | Driving $25M+ Revenue Growth in IT Services | Expert in Travel, Retail & Technology | GTM Strategy | Enterprise Sales | Closing $5M+ Deals Across Europe | MEDDICC
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I agree with point made. It is a essential and important activity. Client complaints also presents an opportunity to understand the client needs better and helps you deliver better outcomes.

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Isabella Sze

Customer Success l Account Management | SaaS Experience l Embrace Technology l Embrace Change
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To understand client background is important in what kind of issues they complain and the frequency of complaints. And yes,we also escalate clients complaint history to make the right decision in order to keep relationships, to reduce business loss as well improve service quality.

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2 How to track client complaints?

Different methods and tools can be used to track client complaints, depending on your preferences, resources, and goals. For example, customer relationship management (CRM) software allows you to record, manage, and follow up on client complaints in a centralized and organized way. Additionally, a ticketing system is a specialized tool that helps you assign, prioritize, and resolve client complaints in a timely and efficient manner. You can also use a spreadsheet or database as a simple and flexible way to track client complaints; you can create your own fields and categories to capture the relevant information and metrics for each complaint. By utilizing these methods and tools, you can automate and streamline your communication and feedback processes, as well as track the status, history, and resolution time of each complaint. Furthermore, generating reports and insights can help improve your service quality and productivity.

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3 How to analyze client complaints?

Analyzing client complaints is just as important as tracking them, as it helps to understand the root causes, severity, and implications of each complaint. You can categorize them by type, source, channel, product, or service; quantify them by frequency, volume, or duration; qualify them by rating, sentiment, or feedback; compare them by period, segment, or region; and benchmark them against your own standards or industry best practices. This will enable you to effectively evaluate your performance and identify any gaps.

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Sreeram Thiagarajan

IT Sales Director | Driving $25M+ Revenue Growth in IT Services | Expert in Travel, Retail & Technology | GTM Strategy | Enterprise Sales | Closing $5M+ Deals Across Europe | MEDDICC
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Categorise customer complaints based on business priority and severity. The response needs to tailored based on the priority and severity. For frequently occuring complaints do a root cause analysis.Based root cause analysis try to find find solution that will solve problem.

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4 How to resolve client complaints?

The ultimate goal of tracking and analyzing client complaints is to resolve them effectively. To do this, you should acknowledge them promptly and sincerely, expressing your apologies for any inconvenience or disappointment. Listen attentively and empathetically, asking clarifying questions to understand their needs and concerns. Provide a realistic and satisfactory solution, explaining the steps and timeline involved. Be sure to deliver on your promise and follow up until the issue is fully resolved and they are satisfied with the outcome. Lastly, thank them for their patience and feedback, requesting their confirmation and rating of your service.

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5 How to improve your account management metrics?

Tracking, analyzing, and resolving client complaints can help to improve your account management metrics, leading to increased client satisfaction and retention rates, as well as boosting client loyalty and advocacy. This can result in more referrals and testimonials, as well as enhancing client value and revenue. Additionally, it can strengthen your client relationships and reputation, helping to differentiate you from competitors. Lastly, it can also grow your account management skills and career, enabling you to achieve your personal and professional goals.

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Sreeram Thiagarajan

IT Sales Director | Driving $25M+ Revenue Growth in IT Services | Expert in Travel, Retail & Technology | GTM Strategy | Enterprise Sales | Closing $5M+ Deals Across Europe | MEDDICC
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Send out regular surveys or feedback forms to clients. These can be after a service is rendered, at regular intervals, or after resolving a complaint. This helps in getting structured feedback. Regularly review client accounts to identify any recurring issues or potential areas of dissatisfaction. Proactive engagement can often prevent complaints.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Tarun Tolani

Sales Leader | Driving Growth in Fintech & SaaS | Driving Digital Transformation in Financial Services | Formerly with Open Text
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In most companies, there would be dedicated customer support teams, primarily responsible for addressing the issues raised by the clients. Account managers should work with dedicated customer support teams to address client complaints effectively. Proactive communication with clients, including actions taken and estimated resolution times, builds trust and improves account management metrics. By keeping clients informed about progress, you can avoid unnecessary escalation of minor issues and prevent frustrations. Recognize and reward employees who proactively identify and address client concerns. Ultimately, listening to clients and taking their feedback seriously is key to providing exceptional service and exceeding expectations.

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How can you track client complaints and improve your account management metrics?

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3

4

5

6

1 Why track client complaints?

2 How to track client complaints?

3 How to analyze client complaints?

4 How to resolve client complaints?

5 How to improve your account management metrics?

6 Here’s what else to consider

Account Management

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How can you track client complaints and improve your account management metrics?

1

2

3

4

5

6

1 Why track client complaints?

2 How to track client complaints?

3 How to analyze client complaints?

4 How to resolve client complaints?

5 How to improve your account management metrics?

6 Here’s what else to consider

Account Management

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