When you work with clients, providing a good customer experience is key. When clients trust your team to follow through and proactively solve their pain points, they’ll keep coming back—again, and again.
That’s where Stride’s client account management template comes in. The bookkeeping, accounting, and strategic advisory services firm uses Asana to track and manage client relationships—so they always know where things stand with each client. Use their template to deliver a positive customer experience and make sure no action items slip through the cracks.
A client account management template is a reusable framework to help track, maintain, and improve customer relationships. It lays out all the key pieces your team needs to account for when working with clients—including how to structure customer meetings, record action items, and plan discussion topics. Stride’s template helps document everything you’ve discussed and done with each client, so you can proactively address their needs.
Follow-through is essential to building client trust. Stride’s client account management template provides a system to document and follow up on key action items, so everything gets done on time. Set due dates, add contextual details, and assign tasks to your team to streamline the account management process.
When you work with a lot of clients, it can be difficult to deliver a personalized experience to each one. Stride’s client account management template solves this problem by illustrating exactly where you stand with each customer—including what you’ve discussed and done with them in the past, tasks currently in flight, and everything you’ve planned for the future.
On large teams, everyone tends to do things a bit differently. Stride’s client account management template helps you maintain quality at scale by standardizing how your team works with clients. Document steps to kick off work with new customers, key questions to ask during planning meetings, and how to share results for completed projects.
Every company’s client account management process is different. As you use—and customize—Stride’s template to fit your team’s specific needs, here are some things to keep in mind.
Identify at-a-glance info your team needs to track. What high-level details will help your team understand the status of each action item? For example, you may need to see the category of each discussion topic—whether it’s related to budget, reporting, or a new initiative. In Asana, you can create color-coded custom tags to track this information and provide a bird’s-eye view of your client relationship.
Determine the key components of your client relationships. Consider all the categories of information you need to track when dealing with a customer. For example, this might include meeting agenda items, client questions, follow-up tasks, future discussion topics, and client goals. In Asana, create sections in your template to align with these categories and keep everything organized.
List standard action items for every new client. When onboarding a new client, what steps do you want every employee to take? Pre-fill these as standard action items in your template, so your team has a clear roadmap to follow. For example, you can create standard tasks for a client kickoff meeting, intake questionnaire, or preliminary reporting.
List View. List View is a grid-style view that makes it easy to see all of your project’s information at a glance. Like a to-do list or a spreadsheet, List View displays all of your tasks at once so you can not only see task titles and due dates, but also view any relevant custom fields like Priority, Status, or more. Unlock effortless collaboration by giving your entire team visibility into who’s doing what by when.
Custom fields. Custom fields are the best way to tag, sort, and filter work. Create unique custom fields for any information you need to track—from priority and status to email or phone number. Use custom fields to sort and schedule your to-dos so you know what to work on first. Plus, share custom fields across tasks and projects to ensure consistency across your organization.
Automation. Automate manual work so your team spends less time on the busy work and more time on the tasks you hired them for. Rules in Asana function on a basis of triggers and actions—essentially “when X happens, do Y.” Use Rules to automatically assign work, adjust due dates, set custom fields, notify stakeholders, and more. From ad hoc automations to entire workflows, Rules gives your team time back for skilled and strategic work.
Dashboards. Dashboards are project-level tabs containing graphs and visualizations that let you zoom out from the day to day to quickly understand your project’s progress. Customize Dashboard charts so you can instantly identify potential blockers in your team’s work and subsequently move the project forward. Use the Dashboard tab as a reference point to find data to get a quick pulse on how the project is progressing.
Zoom. Asana and Zoom are partnering up to help teams have more purposeful and focused meetings. The Zoom + Asana integration makes it easy to prepare for meetings, hold actionable conversations, and access information once the call is over. Meetings begin in Asana, where shared meeting agendas provide visibility and context about what will be discussed. During the meeting, team members can quickly create tasks within Zoom, so details and action items don’t get lost. And once the meeting is over, the Zoom + Asana integration pulls meeting transcripts and recordings into Asana, so all collaborators and stakeholders can review the meeting as needed.
Gmail. With the Asana for Gmail integration, you can create Asana tasks directly from your Gmail inbox. Any tasks you create from Gmail will automatically include the context from your email, so you never miss a beat. Need to refer to an Asana task while composing an email? Instead of opening Asana, use the Asana for Gmail add-on to simply search for that task directly from your Gmail inbox.
Outlook. As action items come in via email, like reviewing work from your agency or a request for design assets from a partner, you can now create tasks for them in Asana right from Outlook. You can then assign the new task to yourself or a teammate, set a due date, and add it to a project so it’s connected to other relevant work.
Hubspot. Create Asana tasks automatically using HubSpot Workflows. With HubSpot Workflows, you can use all the customer data in HubSpot CRM to create automated processes. This integration enables you to seamlessly hand off work between teams, for example, when deals or tickets close in HubSpot.
A client account management template helps your team track, maintain, and improve customer relationships. It’s a place for you to document and follow up on action items, client questions, and future goals.
A strategic account plan template is a more specific version of an account management template. It outlines a step-by-step action plan to improve your client’s business and help them set and achieve key goals, milestones, and KPIs. Steps in the strategic account planning process include documenting an account overview, setting objectives, identifying solutions, implementing an action plan, using change management techniques, and regularly reviewing your plan to ensure work stays on track.
Any team that manages client relationships can benefit from this template—including (but not limited to) customer success and retention teams, key account management teams, and sales teams. Using a standardized template is especially helpful for enterprise-sized organizations with a large number of employees, because it helps standardize customer relationships at scale. However, smaller teams and startups can also benefit from Stride’s template. By establishing clear processes early on, you make it easier to scale later.
Static Excel templates quickly become outdated, and don’t provide a way to actually collaborate on action items. On the flip side, a project management platform allows you to assign tasks, set due dates, and show stakeholders how customer relationships evolve in real-time. With a single system of record to track all client relationships, you can create customized solutions and ensure nothing falls through the cracks.
A template gets you started, but a free Asana trial is what keeps you going.