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When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. Traditionally, the lines between small and medium-sized businesses and enterprise organizations are delineated based on a few clear factors: contract size, user base, and internal resource allocation. This last factor – resource allocation – can make or break a customer success team’s large account management process.
Whether your team has a dozen enterprise customers under your belt or if you’re just getting ready to bring your first large account on board, having a focused account management process specifically for large accounts is paramount. Here are a few considerations to keep in mind:
Leverage proactive, high-touch methodologies:
At the end of the day, enterprise accounts have the unique ability to help grow a SaaS organization’s revenue and corporate footprint while also impacting almost every single other area of the business, from influencing product decisions to keeping marketing flush with references and case studies. A long-term enterprise business partner, however, hinges on the success of the overarching account management process. Having the right process in place for your internal team as well as your customers is critical to long-term growth.
You can learn more about large account management by subscribing to the ClientSuccess blog here.
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