Successful account management requires time and investment to achieve high levels of customer satisfaction and develop new business opportunities. Ensuring you are equipped with the right tools to approach every customer interaction in a structured way will help you have productive relationships with your clients. Whether you're new to account management or experienced in business development and looking to expand your skillset, understanding how you can maximise customer relationships will be key to your success.
We have developed this programme to be practical, fun and interactive. Participants will have the opportunity to learn and practice a number of key skills that will see successful results, and are encouraged to bring real life examples to the course so that learning can be translated to real world scenarios.
This course will help participants:
Learn how to plan growth and increase revenue from existing accounts
Develop skills to build and develop essential relationships to increase value and visibility
Learn how best to create loyalty and customer satisfaction
Identify how to set account targets and development plan for building contacts and cross-selling
Develop persuasion and influencing skills to better define needs and develop opportunities
Learn how to add value at all stages; plus gaining competitive advantage
Develop an up-selling, cross-selling strategy
1 Performance metrics for account management
Introduction to the PROFIT account management model
Using practical tools to measure account performance and success
Planning your account strategy - red flags and green lights
2 Relationships for account management
How to build and manage key relationships
Producing a 'relationship matrix'
Developing a coach or advocate
3 Setting objectives for your account
Developing an upselling cross-selling strategy
Setting jointly agreed goals, objectives and business plans
Planning session
4 Feedback and Retention - building loyal and satisfied customers
How to monitor and track your customer's satisfaction
Building a personalised satisfaction matrix
Customer service review meetings
5 Influence
Getting your message and strategy across to C-level contacts
Being able to better develop a business partnership within an accountes
6 Teamwork and time management
Working with others to achieve your account goals
Managing and working with a virtual team
Managing your time and accounts effectively
7 Gaining commitment and closing the sale
Knowing when to close for commitment
How to ask for commitment professionally and effectively
Key negotiation skills around the closing process - getting to 'yes'