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The Account Manager’s Crib Sheet

How to completely control your account on just one page

Account Managers are busy people. They have to react at short notice to their clients’ requests, continuously study their clients’ business to understand as much as they can about it, meet with the client regularly, listen to his problems, and increase share-of-wallet. On top of that, they are also coordinating processes, projects, and resources in their own organisation in order to deliver all these services and sales activities.

Be the Concierge of your clients: How to become a 5-Star Key Account Manager


An excellent Account Manager has to be a real partner and trusted advisor for his clients. When thinking about it, I came to the conclusion that a great metaphor for an ideal Account Manager is the Concierge of a 5-Star hotel.

That's why I decided to interview 5 concierges in 5-Star Hotels in several European countries to tell me what they thought were the habits that made them special. And here they are: