Move the information first, the activity second, and the relationship last. Write a one-page record for each of the top twenty accounts covering who decides, who influences, the history of commitments, why the account is at its current price, and what would put the relationship at risk. Write the pricing rules and their exceptions. Then assign a named owner to each account while the founder stays on the important calls for two quarters, introducing the owner as the person who will be closest to the account. Announce the change in person or by phone, never by email signature.