Summary
In this episode, Andrew Moore interviews Dan Mallard, a seasoned technologist with over 20 years of experience in the MSP industry. They discuss Dan's journey from corporate IT to becoming a key player in account management within an MSP. The conversation delves into the importance of effective account management, common mistakes made by MSPs, and strategies for building strong client relationships. Dan emphasizes the need for measurement and systems in place to ensure client satisfaction and retention. The episode concludes with actionable advice for MSPs looking to enhance their account management practices.

Takeaways
Account management is a relationship-driven business.
Good account management is essential for client retention.
Effective communication is key in account management.
Mistakes often occur when MSPs neglect proper account management roles.
Account managers should be good communicators and strategists.
Building strong relationships with clients creates goodwill.
Measurement is crucial for effective account management.
SBRs and QBRs are vital for demonstrating value to clients.
Account managers should ladder up into different relationships within client organizations.
Having systems in place helps evaluate client health and needs.
Titles
Mastering Account Management in MSPs
The Art of Client Relationships in Technology
Sound bites
"This is a relationship-driven business."
"You have to measure stuff to manage it."
"Good account management is 24/7."
Chapters
00:00 Introduction to the Podcast and Guest
05:28 Transitioning from Corporate IT to MSP
07:44 Understanding the Inner Workings of an MSP
09:01 Growth and Account Management in MSPs
10:26 Common Mistakes in Account Management
12:16 The Importance of Communication in Account Management
15:14 The Role of Strategic Consulting in Account Management
17:56 Building Trust and Relationships with Clients
20:08 The Necessity of Measurement in Account Management
22:51 Tracking Client Relationships and Health
25:43 The Impact of Good Account Management
29:14 Overcoming Fears of Delegating Client Relationships
32:48 Identifying Potential Account Managers Within Your Team
35:17 Building Effective Account Management Strategies
37:57 The Importance of Strategic Business Reviews
41:17 Internal Collaboration and Client Relationships
44:25 Managing Client Expectations and 24/7 Responsiveness
47:29 Addressing Client Relationship Challenges
48:30 Key Takeaways for Successful Account Management
49:58 Final Thoughts and Recommendations

Keywords
MSP, account management, client relationships, technology, business growth, communication, project management, service desk, client retention, strategic reviews
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