Close for AM

What is Close?

Close is the CRM Account Managers use to communicate with clients. All calls, emails and texts should flow through the Close inbox.

Smart Views

Click here to view Smart View Queries. This doc includes views specific to Americas, EMEA and APAC Account Managers as well. Through smart views AMs can keep track of and organize their portfolio.

Logging calls

• [SPK] – used for when speaking to a client
• [MSG] – used when leaving a message for a client
• [CNM] – used for Call No Message (called, but hang up before leaving a voicemail)

Logging notes

• PRO-A – Use this note to log proactive growth recommendations made to the client, but not yet implemented. For example, you suggested the client add a floating book button to the homepage, but the client has not updated the website.

• AM – Intro Note:

  • Confirm contacts and point people for the account: (who is your POC, who is the owner, is there anyone else you should reach out to?)

  • Outstanding requests on Dashboard setup:

  • Desired Outcomes using FareHarbor: (goals the client hopes to achieve for the year/season)

  • Next Steps: ex. Get Analytics access, set up a review of account with other team members, etc.

AMER Mid-Market Log Notes

• RTN – is the retention equivalent of a GRWTH action. If you implement something or resolve an escalation and it isn’t something that’ll lead to BF growth but increases the ‘stickiness’ of a client, it would be an RTN. An example could be improving the clients back end booking process or manifests. Another could be that you connect them with additional APIs/OTAs or get them signed up with a 3rd party software partner, not a GRWTH if it doesn’t impact BFs but helps retain the client. Include in the header the following: [Topic | Date | Time in minutes]

• PROJ – Use this note to log time spent on an ongoing growth or retention project. Include descriptive content to explain what actions you completed and the anticipated outcome of the work. Include in the header the following: [Topic | Date | Time in minutes]

• SPT – Use this note to track the time you’ve spent on small Dashboard updates that you would have otherwise sent to Support. For example, if you update pricing on several items in a Dashboard for a client. Can be included in Note or SPK Call Note. Include in the header the following: [Topic | Date | Time in minutes]

Reminders

• Growth Actions must be submitted via Close Custom Activity (see full process here)

• IMPORTANT: Please turn on Call Recording, unless you are located in our Amsterdam office. All EMEA AM’s must turn OFF call recording due to GDPR.

• All intro and escalation calls should be followed up with an email.