#account-management

Deliver strategic QBRs to enterprise customers. Preparation (1 week before): 1. Pull usage analytics. 2. Calculate ROI realized. 3. Gather customer feedback/support tickets. 4. Prepare personalized slide deck. Attendees: customer champion, economic buyer, your CSM and AE. QBR agenda (60 mins): 1. Welcome and agenda (5 mins). 2. Wins this quarter (10 mins): adoption metrics, business impact, user stories. 3. Challenges and solutions (10 mins): address any issues, show resolution. 4. Industry trends and benchmarking (10 mins): how they compare, what peers are doing. 5. Roadmap preview (10 mins): upcoming features relevant to them. 6. Strategic planning (10 mins): goals for next quarter, actions to drive more value. 7. Q&A and next steps (5 mins). Deliverables: deck PDF, action item list, schedule next QBR. Goals: increase stickiness, identify expansion opportunities, reduce churn risk.

Request payment method update. Communication: 1. Explain why update is needed (expiration, decline). 2. Provide secure update link. 3. Assure data security measures. 4. Set deadline to avoid service interruption. 5. List accepted payment methods. 6. Offer assistance if they have trouble. 7. Confirm successful update. 8. Thank them for prompt action. Make process secure and simple.

Handle account consolidation. Process: 1. Verify ownership of both accounts. 2. Explain what will be merged (orders, points, preferences). 3. Clarify what cannot be merged. 4. Outline data retention from each account. 5. Confirm which email will be primary. 6. Provide timeline for merger. 7. Explain how to access consolidated account. 8. Follow up to ensure successful merger. Protect data while providing convenience.