Rules to Better Account Management

• Do you inform the client of any resource or rate changes?
• Do you inform clients when a developer is leaving?
• Do you regularly check up on your clients to make sure they're happy?
• Do you provide a high level "Project Progress" report for clients?
• Do you know how to best utilize your Solution Architects?
• Do you book in a minimum of 1 day's work at a time?
• Do you make sure your developers get to see each other regularly to avoid becoming disconnected?
• Bored Developers - Do you set maximum periods for a developer to work at any particular client?
• Framing - Do you know to avoid negative words or phrases?
• Do you know the best way to let clients book a meeting with you?
• Do you reward your developers for completing an important milestone on time and budget?
• Do you encourage your team to do weekly "Client Love"?
• Do you know who are the most appropriate resources for a project?
• Do you make sure Devs are comfortable with their assignments?
• Do you perform client follow ups?
• Do you do invoicing in a timely manner (i.e. once a week)?
• Do you realize the value of existing clients?
• Do you know the non-Scrum roles of a project?
• Do you nurture the marriage? (aka Keeping customers with "Software Reviews")
• Do you manage requests for event refunds effectively?
• Do you ensure your client projects who don't use full Scrum, at least have a "Mini-Review"?
• Do you have a Cloud Architect in your projects?
• Fixed Price – Do you clearly deliver the project and start the warranty period?
• Fixed Price – Do you transition back to T&M at the end of the warranty period?
• Do you review and update CRM?