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The Account Management KPI Index

The top 16 Account Management KPIs to measure performance in 2016.

An excerpt from our new eBook, The 2016 Sales Performance Index. Click the link to download your free copy.

Sales KPIs

Account Management is the easiest sales organization department when it comes to tracking performance. Account Management teams tend to have a much more static daily process than sales and marketing teams, and their effectiveness is easier to spotlight.

Account Management, at the end of the day, should be all about responsiveness, problem-solving efficiency and relationship-building.

The basic parameters for Activity, Objective and Moneyball Metrics are also much easier to follow, as you’ll see below. Depending on the nature of your customer success program, you can use as many or as few of these metrics as you see fit.

The 3 Types of Account Management KPIs

In every organization, there are always three types of performance metrics: Activity metrics, Objective metrics and Moneyball metrics.

Activity metrics are daily “hustle” metrics (calls, emails, conversations) proven to drive longer-term Objective metrics (revenue, contracts signed). Moneyball metrics (or Advanced metrics) bridge the gap between Activity and Objective metrics, showing how efficiently your team is operating.

With that in mind, here are the top Activity, Objective and Moneyball metrics worth monitoring in 2016. 

Account Management Activity Metrics

1. Support Emails

Total emails a support team member sends in response to requests for support.

2. Support Calls

Total calls a support team member makes in response to requests for support.

3. Clients Touched

Find the optimal support team member/client ratio and track how many different clients a support team member touches on a given day.

4. Success Emails

Total emails a support team member sends to proactively offer best practices, build rapport or provide updates on the product/service.

5. Success Calls

Total calls a support team member makes to proactively offer best practices, build rapport or provide updates on the product/service.

6. Support Touches

Total touches a customer support team member makes in response to requests for support.

7. Success Touches

Total proactive “Client Success” touches a customer support team member makes.

Account Management Objective Metrics

account management KPIs

1. Time to Resolution

On average, how much time passes from initial support request to resolution.

2. Touches to Resolution

On average, how many calls and emails are exchanged from initial support request to resolution.

3. Response Time

What is the average time it takes a customer support team member to respond to a support request?

4. Contract Extension Revenue

Revenue gained from contract extensions.

5. Customer Upsell Revenue

Revenue attributed directly to support via upsells and expansion.

6. Usage Metrics Per Client (SaaS only)

The more users log in, stay on and interact with your product, the better. SaaS companies have the unique advantage here, since 95% of client experience occurs digitally and is trackable.

Moneyball Account Management Metrics

account management KPIs

1. Customer Churn Rate

What percentage of your customers either cancel their contracts or fail to renew once the contract is up?

2. Contract Retention Rate

Percentage of expiring contract renewals versus dropoffs.

3. Customer Expansion Revenue Rate

The rate of revenue growth, attributed directly to support via upsells and expansion.

Get the 2016 Sales Performance Index

The 2016 Sales Performance Index is the most comprehensive guide to finding, measuring and optimizing performance across your entire sales organization.

To get over 40 pages of free insight and analysis, visit the Ambition Academy and download your free copy of the eBook. 

Ambition: Track and Drive Account Management KPIs

Ambition is a sales and account management software that syncs Salesforce and other data systems on one simple interface.

Ambition enhances account manager KPI visibility and lets managers run powerful contests, reporting, and analytics via a simple drag-and-drop interface.  

Ambition is endorsed by Harvard Business Review and AA-ISP (the Global Inside Sales Organization). Hear more from business leaders who use Ambition in their organization.

Watch Testimonials:

  1. FiveStars: Adam Wall. Sr. Manager of Sales Operations . 
  2. Filemaker: Brad Freitag. Vice-President of Worldwide Sales.
  3. Outreach: Mark Kosoglow. Vice-President of Sales.
  4. Cell Marque: Lauren Hopson. Director of Sales & Marketing.
  5. Access America Transport: Ted Alling. Chief Executive Officer.

Watch Product Walkthroughs:

  1. ChowNow. Led by Vice-President of Sales, Drew Woodcock.
  2. Outreach. Led by Sales Development Manager, Alex Lynn.
  3. AMX Logistics. Led by Executive Vice-President ,Jared Moore.

Read Case Studies:

  1. Clayton HomesHBR finds triple-digit growth in 3 sales efficiency metrics. 
  2. Coyote Logistics: Monthly revenue per broker grew $525 in 6 months.
  3. Peek: Monthly sales activity volume grew 142% in 6 months.
  4. Vorsight: Monthly sales conversations grew 300% in 6 months.

Contact us to learn how Ambition can impact your sales organization today.

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Sales Leaders, HR Professionals, and C-Level Executives use Ambition to recognize, motivate, and develop employees into more engaged and productive versions of themselves. Funded by Google, used by the Fortune 500, endorsed by the Harvard Business Review.

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