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Just walked into a 20 person agency in Des Moines and saw zero account managers
The CEO told me they split every client across the whole team so nobody is stuck as the single point of failure, and their retention rate jumped to 92% after 18 months anyone else tried this model?
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luna_wells5713h ago
Ran a small shop a few years back and we tried something similar, but with a shared account lead for each client and backups trained on everything. It worked great for continuity until a major client got frustrated talking to too many different people on routine calls. I think balance matters more than full distribution, some clients still need that one familiar voice.
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robert_bennett2911h ago
...and that's the part nobody talks about, right? Clients say they want a "team" but what they really want is one person who knows them and can actually solve their problem. So you build this whole system to spread the knowledge around and the first time someone gets transferred, they're already ready to call your competitor. It's like they want the safety net of backups but the comfort of a single point of contact. Can't really blame them though, nobody wants to explain their whole life story to a different person every time they call. Have you found a way to make that middle ground work without driving your team insane?
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