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Account based experience

Jan 03, 2024

What is Account Based Experience (ABX)?

Account based experience (ABX) refers to a strategic go-to-market approach that aligns marketing, sales, and customer success efforts to create a personalized and cohesive experience for target accounts. Unlike traditional marketing approaches that focus on individual leads, ABX emphasizes treating an entire account as a single, cohesive entity.

Account Based Experience definition

What is the Difference Between ABX and Account Based Marketing (ABM)?

ABX and account based marketing (ABM) are closely related strategies, sharing many similarities but diverging in their fundamental approach. While ABM aligns with the conventional outbound sales methodology, ABX takes a customer-centric perspective, emphasizing the significance of the overall customer experience (CX).

What are the Key Components of ABX?

Account and Customer-centric Approach

Like ABM, ABX shifts the focus from individual leads to entire accounts. Marketing, sales, customer success, and other revenue-generating teams collaborate to understand and engage with key stakeholders within a target account, fostering a more personalized and impactful relationship.

Beyond acquisition, ABX extends its focus to customer success and retention. Ensuring a positive experience for existing customers is crucial for long-term relationships and can lead to upselling opportunities and advocacy.


Leveraging a wide breadth of tools like Intellimize, ABX tailors content, messaging, and interactions to the specific needs and preferences of each target account. This ensures that marketing and sales efforts are relevant and resonate with the account's unique challenges and goals.

Multi-channel Engagement

ABX utilizes multiple channels such as email, social media, content marketing, and direct mail to create a seamless and consistent experience across the entire buyer’s journey. This approach aims to engage prospects and customers at various touchpoints, reinforcing the brand message.

Sales and Marketing Alignment

ABX requires close collaboration between sales and marketing teams to align strategies, share insights, and collectively work toward the common goal of converting and retaining target accounts. This alignment ensures a unified and coordinated approach when engaging with accounts.

Metrics and Measurement

ABX involves the use of specific metrics to evaluate the success of campaigns and initiatives. Metrics may include conversion rates, pipeline velocity, and customer lifetime value (CLTV), providing insights into the strategy’s overall impact on business objectives.

What are the Benefits of an ABX Strategy?

Higher Conversion Rates

 By personalizing interactions and addressing the specific needs of target accounts, an effective ABX program can increase conversion rates and shorten the sales cycle.

Improved Customer Retention

A focus on customer success and satisfaction can contribute to higher retention rates, as satisfied customers are more likely to become long-term advocates for the brand.

Enhanced Cross-functional Collaboration

ABX promotes better alignment and collaboration between marketing, sales, and customer success teams, fostering a more cohesive and efficient approach to account engagement.

Increased Revenue

A well-executed ABX program will drive revenue growth by acquiring, retaining, and expanding relationships with high-value accounts through a personalized and strategic approach.

What are Some ABX Best Practices?

Identify and Prioritize Target Accounts

Conduct thorough research to identify high-value target accounts that align with business goals. Prioritize these accounts based on factors like revenue potential and strategic fit.

For more information on how to identify the audience for your program read How To Define Your Target Audience for ABM.

Align Sales, Customer Success, and Marketing Teams

Foster collaboration and communication between sales, customer success, and marketing teams to ensure a unified approach in engaging with target accounts. Shared goals and insights enhance the overall effectiveness of an ABX program.

Leverage Data for Personalization

Utilize data and analytics to understand the unique needs and preferences of target accounts. This information should guide the personalization of content, messaging, and interactions.

For more information about what kinds of data to leverage in an ABX program read The Power of Intent Data.

Implement Multi-channel Engagement

Engage target accounts through multiple channels such as email, social media, content marketing, and personalized outreach. A cohesive, multi-channel approach reinforces a brand’s message.

Create Compelling and Relevant Content

Develop content that resonates with the challenges and goals of target accounts. Tailor messaging to address specific pain points and demonstrate how the solution meets their needs.

Measure and Analyze Key Metrics

Establish and monitor key performance indicators (KPIs) such as account engagement, conversion rates, and CLTV. Regularly analyze these metrics to assess the impact of the ABX strategy.

Iterate and Optimize Continuously

ABX is an evolving process. Regularly review and optimize the strategy based on performance data and feedback. Flexibility and continuous improvement are essential for long-term success.

Educate and Empower Your Teams

Provide ongoing training to relevant teams to keep them informed about industry trends, customer needs, and the evolving ABX landscape and how those elements may be impacting target accounts. Empower them with the knowledge and tools needed for success.

Cultivate Relationships with Key Stakeholders

Develop strong relationships with key decision-makers and influencers within target accounts. Understanding their roles and priorities can enhance the effectiveness of engagement efforts.


Why is a personalized approach crucial in ABX?

Personalization in ABX ensures that marketing and sales efforts are tailored to the specific needs and preferences of each target account, leading to higher engagement and conversion rates.

How does ABX align marketing, customer success, and sales efforts?

ABX promotes collaboration and alignment between marketing, customer success, and sales teams to collectively engage with accounts, fostering a unified approach throughout the customer journey.

What role does data play in the success of an ABX strategy?

Data is crucial for understanding and analyzing account behavior, preferences, and engagement, enabling the personalization of interactions and content based on accurate insights.

What metrics are used to measure the effectiveness of ABX?

Metrics include account engagement, conversion rates, pipeline velocity, and CLTV, providing insights into the impact of ABX on business objectives.

How does ABX contribute to customer retention and loyalty?

ABX extends beyond acquisition, emphasizing a positive customer experience to enhance retention rates, foster loyalty, and potentially lead to upselling opportunities.

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