This two-day training course teaches key account management skills using the PROFIT principles. It is designed for sales, marketing, account management and support staff. The course uses interactive exercises and case studies to develop skills in managing relationships, identifying opportunities, and coordinating teams to better develop and retain key accounts. The PROFIT model focuses on performance, relationships, objectives, feedback/retention, influence, and time management.
5. ● Setting jointly agreed goals, objectives and business plans, and tracking their
successful implementation
● Feedback and Retention – building loyal and satisfied customers
● How to monitor and track your customer’s perception and satisfaction with your
organisation, products and services
● Building a personalised satisfaction matrix for each account – plus making each
customer feel ‘special’
● Customer review meetings: best practice in building loyalty by regular joint planning
events
● Spotting and reacting to early warning signals that may cause an account’s loyalty to
fade, reduce revenue or cause a customer to change system usage
● Developing a loyalty strategy for key accounts or groups of smaller accounts
Influence
● How to integrate your solutions with the customer’s business needs and processes
● Getting your message and strategy across to Clevel contacts
● Being able to better anticipate, identify, create, and develop business opportunities
within an account.
● Advanced consultative skills: structured and advanced questioning techniques to
uncover opportunities, need areas and business criteria – confidently and efficiently.
● Knowing your personalised value message: Differentiating your solutions clearly and
accurately with customer/clientmatched value statements.
Teamwork and time management
● Working with others inside your organisation to achieve your account goals
● Managing and working with a virtual team
● Creating crossdepartmental communication loops
● Managing your time and accounts effectively
● Putting it all together
● Personal account reviews, personal learning summary and action plans
PROFIT: Managing accounts successfully
To manage an account successfully you must be clientcentric, not product centric.
This approach puts the client at the centre of everything we do — with the goal of developing
more loyal and more profitable client relationships. It focuses on three processes —
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8. 2. Account dashboard
3. Crossselling matrix and action plan
4. Business development opportunities
Relationships
1. Relationship matrix
2. Contact profile
3. Build an advocate and coach
Objectives
1. Mission statement
2. Goals and objectives
3. Action planning
Feedback
1. Customer service standards and client
satisfaction scorecard.
2. Client review meetings.
3. Performance analysis
Integration
1. Joint planning/working.
2. Business/product alignment strategy.
3. Be part of a client change process
4. Managing the supplier manager relationship
Teamwork
1. Internal stakeholder map.
2. Virtual team communication loops.
3. Time and account management
Facilitation
The facilitator of this course is international trainer/consultant and published author.
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