A one-day workshop
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.
- 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
Expert trainer
Graham specialises in providing high-quality consultancy, coaching and training in sales and business development, sales management, customer service and personal productivity. Over the last twenty years he has personally trained or coached over 30,000 business professionals. He is a member of the International Institute of Coaching and a qualified NLP Master Trainer.
Session outline
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
- Getting your message and strategy across to C-level contacts
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’
- Checklist of closing and negotiation skills
- Practice session
