Making a process change in any business is hard, you’ve likely seen some early adopters of Pulse Quarterly Business Reviews (QBRs) and are now having some resistance from those more sceptical. 

Why does it matter to have buy-in from Account Managers? 

To gain the maximum value from Pulse, you need to have your team of account managers engaged with Pulse and understanding the benefits it can offer. Getting in touch with one of our CSMs to book a demo is a great way to re-establish the benefits.  

If an account manager isn’t using Pulse, the opportunity for feedback, creating an accurate picture of sentiment, and reducing risk of churn is missed. 

How to drive Account Manager interest in Pulse? 

• Clear expectations from leadership. Leadership need to set clear direction and expectations for use of Pulse. What do leadership want from Pulse?  
• Make Pulse a KPI. Account teams should be measured on their use of Pulse as part of their KPI’s or appraisals. This has been seen to drive engagement from account managers. Evidence suggests this has a link to boosted open rates, response rates and even a higher NPS.
• Demonstrate benefits. Expectations are important, but also be clear on the benefits that can be achieved for account teams and for the wider business.  
• Make it easy. Provide a pool of content that can be used to add in value to their QBRs. Make it impossible for your team to tell you they aren't sure about Pulse or how it works and benefits the business.
• Use the in-built scheduler tool. Account managers can set a reminder for themselves that will email them 1 week before to notify them of the upcoming QBR. 

Key takeaways 

Change is always a challenge when businesses introduce new processes, but with clear direction, and the help of your CSM and the scheduler, the value of Pulse can be easily demonstrated to your team.

Need more guidance? Book a demo with one of our knowledgeable CSMs.