Episode 17: Expanding Existing Accounts with the REACH Framework

Account Management Secrets

How can account managers and customer success teams become true drivers of growth in today’s competitive, profit-focused landscape? In this episode, Rod Cherkas, the author of “The Chief Customer Officer Playbook” and “Reach: A Framework for Driving Revenue Growth from Your Existing Customers,” joins Alex Raymond to share insights into his REACH Framework, a structured approach to uncovering expansion opportunities, building stronger customer relationships, and delivering consistent value.

Rod challenges the status quo by urging customer success teams to adopt a more revenue-focused mindset and demonstrates how methodologies like the REACH Framework can turn account management into a predictable, strategic function. With advice on navigating organizational challenges and fostering collaboration with enablement teams, he offers insights to help you make a measurable impact on growth while staying aligned with customer needs.

If you want to learn how to balance trusted advisory roles with revenue goals or move beyond short-term wins to achieve sustainable, long-term growth, join Alex and Rod as they share insights to transform the way your team works.

Quotes

• “It’s important for our listeners to understand that what’s important to your executive team, your CEO and your CFO is not just that you can deliver results in a particular quarter, but that you can deliver those results on an ongoing basis in a predictable, forecastable way.” (16:32 | Rod Cherkas)
• “What I’ve seen is that companies can load a lot of resources, look at their customer base, identify that white space, and create a whole bunch of opportunities in the short term. But then you get to next quarter, and you don’t have any way to redo that or predict what’s going to happen next quarter, the quarter after.” (16:56 | Rod Cherkas)
• “One of the objections I hear is that people feel like if they start talking about other solutions, they’re going to come across as too salesy or too pitchy, or they're going to lose their trusted advisor status. And I don’t believe that at all. I think that there are very thoughtful ways that you can be talking to your customer about how you can provide more value from the solutions that you offer to be mutually beneficial. People just don’t have the skill set.” (33:53 | Rod Cherkas)
• “Customer success organizations are moving too slow and need to move faster to take on more impact on the top line, whether they’re formally responsible for expansion bookings, or whether they have expectations that they’re identifying, uncovering, and nurturing those customers.” (37:05 | Rod Cherkas)

Links

Connect with Rod Cherkas:

Website: https://rodcherkas.com/

LinkedIn: https://www.linkedin.com/in/rodcherkas/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

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