Xero points system and general account management

Xero points system and general account management

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Any other Xero partners having to endure their account manager (changes more times than the weather) preaching new points system in place so that the big guys (KPMG, BDO etc) can rank above in their directory system recently?

Feel each piece of correspondence is as painful as the last (e.g how many ledgers are you going to add this month? Of course, we are trying our best to grow), on the flip side our relationship with Freeagent is great.

Certainly if the product wasn't so great, as a practice we would look elsewhere, account management at it's most painful.

 

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Gary Turner
By garyturner
28th Nov 2016 20:39

Sorry if you've had a choppy experience. Not an excuse, but we've had to change lots of back office systems and processes (and also hire lots of new staff) as we've grown over the last couple of years. That means you may have had a few different people forced upon you, but hopefully that should settle down now.

The new points mechanism is actually designed to be an improvement on the existing one for smaller firms (where today you in effect get a point for each client you have on Xero which aligns with status, so the more clients you have the more status you have), by recognising small firms or firms where a practice doesn't want, or has a mix of clients on their subscription or where the client subscribes directly, and the existing programme doesn't take account of those.

Gary Turner
Managing Director, Xero
@garyturner

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By Cloudcounter
28th Nov 2016 21:49

RJFContractorAccountant wrote:

Any other Xero partners having to endure their account manager (changes more times than the weather) preaching new points system in place so that the big guys (KPMG, BDO etc) can rank above in their directory system recently?

 

No

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By Pelican
28th Nov 2016 22:05

Yes.

We have had about 3 in the last 6 months and around 5 in the past year.

Most add me onto linkedin so I have seen that they have move jobs. One went back to being an estate agent.

You tried ringing the main number to speak to your account manager and all you get is the answer phone.

The new points system will benefit my practice as we are currently at bronze level but as soon as December starts then we will move onto the Silver Level.

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By ireallyshouldknowthisbut
29th Nov 2016 09:26

You should seriously think about your advertising model if it matters at all if you are "bronze" or "silver" or "none of the above"

You should not let a software supplier boss you about, its a very bad place to be and will ultimately lead to poor advice to clients if you are choosing Xero to "get your numbers" and not because its the right choice for your client.

After a few truncated attempts at sales calls (I dont take any rubbish from cold callers), they dont bother us any more, albeit we only have 20 odd clients on the thing, we have been starting new ones on QB since the price hikes.

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By stratty
29th Nov 2016 09:53

We are on our 4th new account manager in the past 18 months. The lack of any stability is frustrating at best.

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