Chose agency automation over a dedicated account manager - lost 3 clients in 2 months

I run a small marketing shop in Austin and had to pick between two options for handling client reporting. Option A was to use an automated tool like AgencyAnalytics to pump out reports. Option B was to hire a dedicated account manager to manually review data and talk to clients weekly. I went with the automation because it was cheaper and faster. Big mistake. The automated reports missed context like why a campaign dipped or what we changed last Tuesday. After 2 months, I lost 3 clients who said they felt like a number. Now I'm scrambling to rebuild trust. Has anyone else had automation backfire like this?

2 comments

2 Comments

alice3365d ago

Damn, that really sucks, sorry you're dealing with that fallout. Automation can be brutal when it misses the human side of things.

simons285d ago

@alice336 I get why you say that, but I think automation gets blamed too easily here. The tool just outputs data, it doesn't explain the story behind it, so the real mistake was trusting a spreadsheet to do relationship work. I'd bet those clients would have left anyway if the only thing keeping them was a weekly call.