Account Management: Satisfied Customer Is The Key
We all know that customer satisfaction is what decides an organization’s existence. Studies suggest that companies that prioritize customer satisfaction grow in revenue. The question is about how to get there. This is when account management steps into the scene. Account management is important because it retains the customers once a product or service is sold to them. Account management makes a customer come back to you. It is easier to retain and do business with an existing customer than to pursue a new customer. Account management is about managing relationship with existing customers to ensure satisfaction and repeat business. Account management ensures that a seamless bridge is created between the organization and the customer.
- Do you ever wonder how to strike a balance between organization and client needs?
- Is there a difficulty in understanding diverse client needs?
- Do you think your team can get better at managing clients?
- Is it burdensome to maintain equally good relationship with all the clients?
- Would you like to learn the best practices in account management?
- Do you want to be successful in strategic account management?
- Would you like to learn how to win, protect and expand key accounts?
If your answer to these questions is “yes”, then Account Management: Satisfied Customer Is The Key.
The key objective of the program is to help account managers learn and develop the skills, techniques and talents for effective account management. Managers will learn how coach the team, identify the key accounts, protect and expand those accounts and strike the balance between customer satisfaction and sales.
Account Management – Satisfied Customer Is The Key is based on experiential learning using online pre-work, engaging facilitation, and online follow-up to create a personalized learning experience. Based on best practices, the program guarantees improved customer satisfaction, better relationship with customers and organizational growth through successful strategic account management.
- Define the role of an account manager
- Contrast between account management and sales techniques
- Develop skills needed to build a talented account management team
- Distinguish between account management an strategic account management
- Analyse the importance of strategic account management
- Identify the best practices in strategic account management
- Evaluate and develop oneself as strategic account manager
|Session Name||Brief Overview|
|Introductions||Participants are introduced to structure of the course and the approach of the facilitator towards them and sessions.|
|What do you do?||The participants are given a chance to discover the key responsibilities in account management and how it is different from sale techniques.|
|Team management for account management||Getting to understand that effective account management is not possible without the support of a strong team. Participants gain insight into developing a team that enables effective account management.|
|It’s not about every client: Strategic Account Management||Strategic account management is about prioritizing the most important clients. The participants are oriented on how to identify and manage strategic accounts.|
|Key skills required||Identify the necessary competencies required in strategic account management by using Effective SAM model, skills, best practices and tools involved in doing the same.|
|Strategies for strategic account management||Participants identify and learn about key strategies in winning, protecting and expanding strategic accounts through market analysis, competitive advantage and relationship building.|
|Account management mistakes||Managers learn about the key mistakes to avoid in account management and how to deal with a situation where the client relationship has gone wrong.|
|Account scorecard||Participants learn how to create and manage an account scorecard to analyze the account and create strategies to build gaps.|
|Winning proposition||Learn how to create a winning proposition for each client by matching the needs, features and benefits.|
|Case study||Participants work on a case study to identify the key accounts and to plan the strategy on account management.|