I worked for a large company that had an account management team. What are you doing as small business owners to manage your key accounts?

Although not as formal as a big firm. We segment our clients based on a couple of dimensions and we put them into quadrants. From there we only write up one page Account Strategy plans for our best customers.

We assign a consultant to a particular company and tie their compensation partially on client surveys and projects won from the client but it is more art than science.

We keep the client management in the hands of the principles and let the new consultants drum up new business. This helps with client defection if one of our consultants leaves us to join another firm.

We keep a spreadsheet on each of our key accounts and track our revenues, projects and meetings/calls with them.