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“Your proposal is too expensive” doesn't mean the same as “We don’t have the budget”. When account handlers treat both objections the same, it’s deadly for account profitability. Consider how your team would likely react in either scenario. Would they respond in the same way to both? And would that mean looking for ways to cut the price and secure the sale? Both scenarios sound like the client won’t pay what you want to charge, so the natural reaction is to find a way to char

Whenever I receive an email that starts like this, a part of me dies. It's such a missed opportunity. The phrase itself – I hope you’re well – isn’t a problem, but behind this inoffensive, customer-service (and maybe AI-generated) style of opening, what's it really signalling to me? Something like: • You don’t know anything personal about me to start your email with • You can’t remember what we last spoke about, what I was planning to do afterwards, or my priorities • Tailori

In the race to stay ahead of clients and competitors, artificial intelligence (AI) is fundamentally reshaping how client service and account management teams operate. As AI optimizes delivery, the dynamics of client relationships, workflow expectations, and skill requirements will change significantly. In this article, I’ll explore how AI will transform traditional account management while highlighting essential elements in agency-client relationships. I will also explain how