Key Account Management
They say one of the most important parts of a Key Account manager’s role is to keep their clients so happy that they never want to stop doing business with you!
This has to meet the needs of your business too, without the time that you spend with your clients decimating your returns.
Be smart about what your clients want and smarter about how you deliver their customer journey.
‘Digitally savvy’ key account managers combine the human touch with the digital experience. How do your teams measure up?
This course is suitable for:
- Staff that have clients that they could manage more effectively
- Anyone who wants tricks, tips, and a toolkit to help improve their client handling
- Sales staff
- Key account managers
- B2B marketeers
- Marketing staff
- Team leaders
- Contact centre staff
Course content includes:
- The challenge of client power
- Key account definition, selection, and categorisation
- Growing existing client accounts – Account development planning
- How to categorise your key accounts
- Analysing and understanding your key accounts more – being digitally savvy!
- Key account profitability matrix
- Over servicing your customers
- How does your customer evaluate you?
- Saying no to a client
- Dealing with project change and cost
- Selling on value not time
- Dealing with conflict
- Tools to aid smart communications with clients
- Running effective meetings with clients
- The secrets to presenting with confidence
- Action planning
On completion delegates will understand:
- If your existing key accounts are the right accounts
- How to analyse the needs of key account clients
- Ways to develop winning plans for each key account
- Key personal attributes to become an excellent key account manager
- How to measure the effectiveness and profitability of your key accounts
- The dangers of over-servicing your customers
- Saying NO when needed
- When digital should be the chosen route
- The importance of recording your time spent
- Present yourself in front of your peers and clients with confidence
- Better understand your customers to ensure a great relationship
- Ways to give difficult feedback
- Techniques and tools for time management and capacity planning
- How to create project plans
- Techniques to present with conviction
What's included in the course:
All courses include:
- Collaborative learning tools to supercharge your understanding
- Industry experts have been involved in developing the learning programmes to support you throughout the course and give you the best possible experience
- We provide a certificate on successful completion to help grow your CV or aid with organisational compliance
Face-to-face and Virtual classroom:
- Peer learning, allowing the group to explore a subject as they work together with fellow team members
- Our workshops are highly interactive, and we select a range of activities for each session to build understanding e.g. role-play, observation, and reflection
- Realtime feedback allowing you to transform your performance, your approach, and grow in confidence
- Handouts and slides to allow you to reflect on your experience