The document outlines the 5 steps to effective key account management: 1. Define key accounts by determining customer satisfaction and account attractiveness through surveys. 2. Rank key accounts by plotting customer satisfaction and account attractiveness on a matrix. 3. Create account management strategies based on the results. 4. Take action by implementing the strategies. 5. Evaluate the key account management process.

1. steps to
effective
key account
management

2. defineyour key accounts
1

3. who is your key account?

4. is he the customer
with a lot of money?

5. is he the customer
who brings you
more business?

6. is he the customer
who brings value
to your business?

7. or…

8. or is he the customer
you actually like?

9. let’s determine your key accounts

10. firstwe
determine how much
they likeyou

11. conducta customer
satisfactionsurvey

12. use a 10-pointsystem for your CSS

13. we have prepared
more information for you
in the official slides

14. nextlet us
determine how
attractivethey are

15. accomplishan account
attractivenessreport

16. we have prepared
more information for you
in the official slides

17. let’s move to the nextstep

18. rank yourkey accounts
2

19. results of your
CSSand AAR
client CSI AAR
a 8.50 8.00
b 5.00 7.50
c 7.00 8.00
d 2.00 3.00
e 6.00 4.75
f 6.00 6.00
g 7.75 3.00

20. let’s plot them this way…

21. HIGH = 10 LOW = 1
HIGH = 10
LOW = 1
Customer Satisfaction
AccountAttractiveness
a
g
b
e
d
f
c
6
5
6 5
the key account selection matrix

22. now,whatdo we do?

23. create your strategies
3

24. activity
case of
the
zombie
actors

25. what did you learnfrom this?

26. let’s develop our strategies

27. we have prepared
more information for you
in the official slides

28. here’s what we’ll do next

29. take action
4

30. we have prepared
more information for you
in the official slides

31. here’s the last step

32. evaluate your process
5

33. again…

34. we have prepared
more information for you
in the official slides

35. that was an excerpt
on our module on
key account management

36. to find outmore
about this course
contactus here…

37. +63-917-593-1494
info@ourknowledge.asia
+63-2-213-8944

38. or…

39. connectwith us on…

40. www.OurKnowledge.Asia
www.Linkedin.com/Company/Our-Knowledge-Consulting-Asia-
www.Facebook.com/OurKnowledgeAsia
www.twitter.com/OurKnowledgePH