In this episode, host Alex Raymond uncovers four common missteps regarding Quarterly Business Reviews and how to make them forward-looking.

In this episode, Andy Springer, Chief Client Officer at RAIN Group joins Alex Raymond to talk about the game-changing power of focusing on fewer, high-potential accounts.

Annette Franz, the CEO of CX Journey Inc. talks about how putting employees first fuels customer success and she challenges the typical focus on metrics.

Kia Puhm, CEO of DesiredPath, shares her insights on customer journey mapping, making the case that businesses need to understand their customer’s true needs—not just follow their own process maps.

Janice Gordon, a renowned account management strategist, joins Alex Raymond in this episode to talk about the importance of account managers shifting from transactional to more buyer-focused relationships.

Tim Riesterer, Chief Strategy Officer at Corporate Visions sits down with Alex Raymond in this episode to talk about the expansion sale and the nuances of customer recovery, stressing the importance of understanding why clients leave in the first place.

“Happy customers stay, and unhappy customers leave”—or at least that’s what we’ve always believed. But Greg Daines, a customer retention expert, sits down with Alex Raymond to challenge that assumption.

“What if I told you that you’re responsible for over 70% of your company’s revenue, but probably aren’t getting the recognition, resources, or support you deserve,” says Alex Raymond as he draws attention to how often account managers are overlooked. In this episode, he talks about how account management is becoming more critical in today’s business landscape.

“When I got into sales, I was thinking about the customer throughout the whole life cycle. It wasn’t just about the hunting aspect; it was also about the farming aspect. Because of that, I think I always connected how to grow the account with how the customer was growing,” shares Jan Young, an expert in customer success and post-sale strategies. In this episode, Jan joins Alex Raymond to dive into the concept of “earning the right to sell,” a core principle for account managers aiming to boost net revenue retention and unlock upsell potential.