Account Management is a vital part of your business; happy customers bring not only repeat business but also referrals. A key question to ask yourself is ‘when was the last time we invested in the development of the Account Management side of our business?' - as there are different skills and processes involved in its management and development.
Whether you manage ‘key accounts' or ‘multiple accounts' this course seeks to broaden the sophistication of the view of the relationship, and take participants from being reactive service providers, to active ‘influencers / advisors' on the Accounts that matter.
This course highlights the importance of tightly structured and targeted Account Management activities – ones that can have significant impact on your businesses bottom-line.
What you'll learn
- What our Accounts think and feel about the current service we provide; and what the business benefits of being pro-active really are
- What Account Management ‘analysis' involves
- the various types of analysis including Boston matrix, S.W.O.T etc.
- how to continually assess the strength of the relationship
- how to evaluate the ‘value' of the Account(s) to your business
- The ‘ideal' Account Management methodology
- approaching account planning through segmentation
- prioritising and setting Account strategy
- planning the development of Accounts or its management
- managing the Account data, and using c.r.m. successfully
- Current practice within your own business and the importance of garnering support and investment to make the most of the relationships
- How to build stronger relationships with the ‘Key Accounts'
- examining their world and their issues
- how to add value to the relationship
- influencing techniques that can be used to manage the relationship
- How to build stronger relationships; and enhance the clients experience when dealing with your business
- Understand how the decision makers think; learn what guides their thoughts in the buying process; know their personality profile; and learn how we can influence these factors
- How to plan for the next three months after the course; and how to produce a comprehensive ‘personal action plan' that will assist you on your journey