Client Relationship & Account Management Flashcards
7 cards from real CSM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Relationship & Account Management flashcards as text
A key account manager discovers that a long-term client is quietly evaluating a competitor. What is the BEST immediate action?
Answer: Schedule a strategic business review to understand unmet needs
A strategic business review surfaces unmet needs and demonstrates proactive commitment, which is more effective than reactive discounting.
Which metric BEST measures the depth of a client relationship in account management?
Answer: Share of wallet
Share of wallet measures what percentage of the client's total relevant spend goes to your company, directly reflecting relationship depth.
When segmenting accounts by strategic value, which TWO dimensions are most commonly used in a portfolio matrix?
Answer: Revenue potential and relationship strength
Revenue potential combined with relationship strength helps prioritize where to invest account management resources for maximum ROI.
A client's primary champion leaves the company. What should the account manager do FIRST?
Answer: Map existing relationships and identify who has budget authority now
Mapping current contacts and identifying the new budget authority prevents gaps in the relationship and keeps deals on track.
What is the PRIMARY purpose of a joint success plan shared with a client?
Answer: To align both parties on measurable outcomes and mutual responsibilities
A joint success plan creates shared accountability by documenting agreed-upon goals, timelines, and responsibilities for both the client and vendor.
During a quarterly business review (QBR), a client says results have been 'okay but not exceptional.' How should the account manager respond?
Answer: Acknowledge the feedback and ask the client to define 'exceptional' in measurable terms
Asking the client to quantify 'exceptional' turns vague dissatisfaction into actionable improvement criteria.
Which account management strategy involves proactively introducing additional products or services that complement what a client already uses?
Answer: Cross-selling
Cross-selling presents complementary offerings to existing clients, expanding revenue without acquiring new customers.