Organisational structure and time inefficiencies, service packages development and new hire training and onboarding are three challenges that agencies face when they start to scale. We covered this in the first part of this series, if you missed it, read it here.
Today, we're going to look at three more challenges that agencies face when they've grown past five people and have a good number of clients on retainers or long-term engagements. These include:
- over-servicing but being underpaid and failing to ask for what their worth is;
- lack of a documented account management process so that each new account manager has a blueprint to start doing their job and the leader doesn't need to be involved in everything from scratch with each new person on that team;
- lack of a renewal management process and a structured way of securing that the client is happy and agrees to your plan for the future to stay with you.
Let's get started.