Account Management is key for company growth. It is 3 to 7 times easier to sell to existing clients than finding an closing new customers. Cold Calling is a real effort. Therefore, Key Account Management is of utmost importance, especially in times of crisis. The Account Manager has to fulfill very special criteria to help achieve company objectives.

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The Modern Account Manager
Be The Concierge Of Your Customers
Key Note Speech for [COMPANY]
Armin L Rau, [PLACE], [DATE]

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WHY?

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5 times
IT IS
EASIER TO SELL TO EXISTING ACCOUNTS COMPARED WITH WINNING A NEW ONE

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5 More Reasons

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1Even more difficult to win back lost customers

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2+5% customer loyalty leads to up to +75% profitability*
*Source: Bain & Co.

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3Protect against competition in a tight market

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4Loyal customers buy continuously

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5They recommend you through word-of-mouth

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The Main Focus is

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MORE
SHARE-OF-WALLET

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The role &
its tasks

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The role in a nutshell*
End-to-end responsibility: revenue, budget, P&L
Planning the Account: Account Development Plans
Developing relationships
*Source: Job Description AnyCompany
Managing cross-functional teams
Creation of Presentations, Proposals, Contracts
Negotiation
Quality Assurance
Knowledge Transfer (new starters) + admin

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Winning Deals?
Creating Opportunities
Managing & Closing Opportunities
Managing the C-Suite

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What is the most important trait
of an Account Manager?

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EMPATHY

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The ideal
Account Manager

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The Concierge

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We listen to our clients

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We are interested in people

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We take care & we give

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We simplify life, make it easy to
our clients

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We deliver what we promise

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We never say « No » = we always
find a solution

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We are available

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We are kind, courteous, discrete

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We remember and keep track of
everything

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The ideal Account Manager
Results of our enquiry with the concierges*:
The Care Pyramid
Memory
Creativity
Listening CareEmpathy
Politeness
Accessibility
Support Integrity
We listen to our clients
We are interested in people
We take care & we give (help, relief, advice)
We deliver what we promise
We never say « No » = we always find a solution
We are available
We are kind, courteous and discrete
We simplify life, make it easy to our clients
We remember and keep track of everything
*Source: Armin L Rau
Interviews carried out with concierges of
Three 5 star hotels in Lyon France, 2012

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Do‘s and Dont‘s
Be a concierge
Be pro-active
Focus
Push
Talk about yourself/your company
Fight for power
+ -

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The Modern Account Manager
Be The Concierge Of Your Customers
Key Note Speech for innovabee GmbH
Armin L Rau, Stuttgart, 9 January 2019