At PulseOne, relationships are just as important as technology. And for over five years, Eric Anzalone has been at the heart of those relationships as the company’s Client Success Manager.
Often the first point of contact for clients, Eric acts as both advocate and liaison, ensuring their needs are heard, understood, and addressed. While he doesn’t troubleshoot technical issues or manage projects directly, he plays a pivotal role in guiding clients through their technology journey with PulseOne.
We interviewed Eric to learn how he builds trust, fosters strong relationships, and helps clients feel supported every step of the way.
Building Trust in Client Relationships
For Eric, success in client relationships comes down to advocacy, communication, and accessibility.
“I’m an advocate for the client. When everything is happy and things are buzzing along, I feel like job well done. Even if there’s a problem, as long as everyone is communicating, I feel job well done. The client trusts me to work things out with them, and that’s what matters” he explains. “Even if they’re quiet, they know I’m here for them.”
That accessibility often means giving clients direct lines to him.
“My cellphone is in my email—that’s the fastest way to get a hold of me. They have immediate access to me. Once I know I’ve got their trust, that’s how I know I’ve been successful.”
But trust isn’t built only through responsiveness. Eric makes a conscious effort to connect on a personal level. Instead of diving straight into business, he prefers to check in on details clients have mentioned before, such as an upcoming vacation or a child’s school milestone. Sometimes, it’s as simple as asking how their week is going.
“It’s also letting them know that I’m a real person as well. Keeping it real—business is business but we’re all people.”
And when it comes to measuring the health of a relationship, Eric doesn’t just look at the numbers.
“An important part of the relationship is whether they’re taking time to talk with me. You have to listen to them and acknowledge their point of view. They don’t have to be happy all the time, as long as they’re open, communicative, and responsive.”
Supporting Clients Through Collaboration
Although Eric is part of the Services team, his work is related to every corner of the business. Beyond delivering answers to clients, collaboration across departments allows Eric to deliver confidence. By managing expectations proactively, he helps clients feel secure in knowing that PulseOne can provide proper support.
“I depend on my team to communicate with clients and make sure expectations are clear and timely,” he says. “If the client needs something on a certain day, I make sure I set it a few days before. That way, there’s no misunderstanding about what we can deliver and when.”
Eric also sees part of his role as anticipating what clients might need before they even ask. The key, he says, is to listen closely and pay attention to the bigger picture.
“You have to listen when they talk and try to read between the lines. Look at the big picture. I’m not a technician, so I may be in the dark. But it’s my job to go to our team, share what I’ve heard, and stay one step ahead.”
Part of staying one step ahead is staying current with trends.
“I keep my pulse on technology in the world, and I check in with the team so we’re always aligned. It’s about being aware of what’s happening around us and how that might affect our clients.”
Lessons Learned Along the Way
Over the years, Eric’s approach to client success has evolved.
“When I first started working at PulseOne, I had never done this before. I had owned businesses and been on Boards, but I had never managed accounts. At first, I thought it was all about making the client happy. Over time, I realized there’s going to be ebbs and flows, ups and downs [in client relationships]. It’s about the whole picture [and] it’s about working with your team.”
One of the most important lessons he’s learned and adopted into his own methodology is to remember that clients are people first.
“When you’re in the heat of business, you forget that they have good days and bad days just like we all do. Something could be going on with their family. Sometimes they just want to talk to someone. As the person who manages the relationship, I’m the ear. Clients can confide in me. Before we even talk about business, we might just talk about their day—and that goes both ways as well.”
It’s a mindset many at PulseOne share: that business isn’t just about transactions, but about building genuine, long-term relationships.
A Personal Philosophy
If Eric has a guiding principle, it’s simple: “Answer the phone.”
“Literally and proverbially,” he says. “If clients text me, I’m going to text back as soon as I can. I always try to answer the phone and be available.”
Equally important is placing listening before anything.
“No matter what’s going on, whenever I engage with a client, I listen to their tone before proceeding with anything.”
Final Thoughts
At the core of Eric’s work is a commitment to communication, honesty, and authenticity. By staying accessible, listening deeply, and advocating clients, Eric’s philosophy embodies the “people” side of PulseOne’s “People, Technology, Progress” slogan.
In his own words:
“Keeping it real—business is business, but we’re all people.”
_______
PulseOne is a business services company delivering information technology IT management solutions to small and mid-sized businesses for over 20 years. In short, we’re your “get IT done” people.
We are passionate about the power of PEOPLE and TECHNOLOGY to transform a company. We are confident we can significantly accelerate your PROGRESS towards your business technology objectives.
For more information visit:
PulseOne – IT Management and IT Support Solutions for SMB