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Episode 52: Before the Tool: Get the Process Right
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Too many account management teams invest in software before they’re ready, and end up automating the wrong things.
Alex Raymond sits down with Jennifer Pinter, a seasoned expert in account management software, to talk about what separates successful tech stacks from the ones that never gain traction. Jennifer has helped dozens of companies implement tools for AM and CS teams, and she’s seen how often things go sideways when there’s no clear strategy behind the purchase.
Alex and Jennifer discuss the most common missteps, like skipping role clarity, chasing features over outcomes, and underestimating the lift of change management. They also touch on what great teams do differently, from building internal alignment to rolling out new tools in manageable stages.
One key question they keep coming back to: what’s in it for the account manager? If the tool doesn’t make their job easier, adoption won’t stick. And if the team hasn’t nailed the basics like QBRs or account planning, even the best software won’t fix that.
If you’re considering specialized tools for your AM team, or trying to make better use of the ones you already have, this episode will help you rethink how and when software actually supports growth.
Episode Breakdown:
00:00 Why Account Management Needs Its Own Tech Stack
03:56 Start with Role Clarity Before Buying Software
07:07 Why Leadership Buy-In Shapes Adoption
10:54 What AI Failures Teach Us About Tech Strategy
15:03 How Systems Drive Consistency in Account Management
21:41 Using Tech to Improve the Customer Experience
27:08 What’s in It for the Account Manager?
36:26 Are You Ready for Specialized AM Software?
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Podcast production and show notes provided by HiveCast.fm
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