Warwick Brown: Account Management Secrets for MSP Growth
In this eye-opening episode, account management expert Warwick Brown challenges the notion that customer retention is boring. He reveals why MSPs should view their existing client base as their greatest growth opportunity and explains how proper account management can become a business’s true profit engine.
What You’ll Learn From This Episode
“We win new business and we ring the bells and they get commissions and sales are lauded as champions. And then when somebody retains an account, they’re like, ‘oh, well, we’ll go to lunch.’”
01:00 · Warwick Brown“You’ve gotta remember just throwing a body at the problem is not enough. You can’t just say, ‘oh, we hired a key account manager’ and say ‘all yours, do whatever you want.’”
05:53 · Warwick Brown“Problem with account management is, it’s a dumping ground. That’s where everything goes nobody else wants, or nobody knows what to do with.”
38:27 · Warwick Brown“Don’t just be like, ‘what can I sell?’ You have to understand them. So many times my bosses have said, ‘you gotta sell a hundred thousand of this’ but I can sell when I know what the problems are.”
14:52 · Warwick Brown“I do email three times a day. I’m not looking at it constantly. You gotta be really disciplined with your email. Otherwise, you’re just working from your inbox all day.”
35:52 · Warwick BrownWarwick Brown
Warwick Brown
Founding Director, The KAM Coach
Warwick Brown is the Founding Director of The KAM Coach, specializing in account management who believes customer retention should be treated as a growth engine for businesses. He has experience managing major accounts, including successfully renewing a 12 million pound account that was ready to leave after five years.
Connect with Warwick on LinkedIn →Mentioned in This Episode
Bain B2B Elements of Value
Interactive framework from Bain & Company that helps businesses understand and articulate the specific value elements they deliver to B2B customers. Essential for account managers looking to structure value conversations and identify expansion opportunities.
Mentioned at 12:45The KAM Club
Professional community and resource hub for Key Account Managers. Provides training, networking opportunities, and best practices for account management professionals looking to elevate their strategic impact and drive growth through existing relationships.
Mentioned at 18:30Key Account Handover Podcast Episode
Warwick’s podcast episode on dealing with founders who struggle to let go during key account transitions. Covers practical strategies for smooth handovers and maintaining customer relationships during organizational changes.
Mentioned at 25:15Sales to KAM Handoff Checklist
Comprehensive checklist for transitioning accounts from sales to key account management. Covers contract analysis, stakeholder mapping, client objectives, risk assessment, and implementation planning to ensure smooth customer transitions.
Mentioned at 32:40Ready to Unlock Revenue From Your Existing Clients?
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