Why Account Management Deserves More Respect, with David C. Baker
Welcome to episode 138. If you’re managing client relationships - or leading others who do - this episode is packed with practical advice.
I’m joined by David C. Baker, widely regarded as "the expert's expert" in the marketing agency world. David has advised over 1,000 entrepreneurial experts through his consulting firm, Punctuation, which he founded back in 1994. He's the author of 7 books, including the influential "The Business of Expertise" and "Secret Tradecraft of Elite Advisors," and his latest book “Selling your professional services firm”. His insights have been featured in The New York Times, Wall Street Journal and numerous other publications. As the co-host of the popular "2Bobs" podcast, David regularly shares his expertise on agency management. With decades of experience working with marketing services firms, David brings unparalleled insights into the nuanced relationship between account management and project management - which makes him the perfect guest as we prepare for the third annual Account and Project Management event in Atlanta in September 2025.
Here’s just a handful of the things we covered:
• Why growing the account is the primary role of an account manager - and why order-taking isn’t enough (particularly now)
• The healthy tension that needs to exist between AMs and PMs - and what happens when one person does both
• Why strong account managers read the room - not just run the meeting
• How to lead clients without being pushy - and why honesty is your best sales strategy
• Practical tips for handovers, managing workload, and setting account managers up for success
• And why account managers can - and should - lead the AI conversation within the agency
David also shares thoughts on leadership, compensation, and the future of AM in an AI-driven world.
If this conversation sparked ideas for how you can grow your client relationships, lead more confidently, and future-proof your role - then imagine what could happen if you gave yourself two days completely focused on it.
Join us in Atlanta this 23rd and 24th of September for the AM/PM Conference - the only event created specifically for agency account and project managers.
This isn’t just another conference. It’s where you’ll:
• Surround yourself with people who get it - fellow AMs and PMs facing the same pressures and expectations you are
• Learn practical strategies to retain and grow client accounts, manage tricky situations, and improve delivery - without burning out
• Discover exactly how other agencies are using AI to work smarter, automate the boring stuff, and deliver faster, better outcomes
• Leave with fresh tools, frameworks, and real-world examples you can put into practice the very next day
I’ll be there, David C. Baker will be there, and we’re also joined by Brett Harned - founder of the Digital PM Summit and author of Project Management for Humans.
If you’re serious about growing your career and elevating your role - this is where it happens.
Visit https://www.punctuation.com for all the details and to grab your spot.
Ireland