Account Management
INVESTMENT
DURATION
START DATES
DELIVERY MODE
ASSESSMENT
COURSE OVERVIEW
Many companies spend the majority of their time, efforts and revenue in acquiring new business, but very few have an effective “game plan” for their Account Managers on what to do once these customers have been acquired, to ensure value and retain and grow these accounts. Several non-negotiable disciplines are required to ensure ongoing value for you and your customers. The ability of Account Managers to understand, implement and measure
COURSE OBJECTIVE
The course covers the following topics: • How to create a written strategic key account management plan, including goal setting • How to grade your customers for retention and opportunities
How to identify your customer’s current expectations and assess if you are meeting and exceeding these • What are the ongoing outcomes your customers are looking to achieve and by when? • What is the critical information that you require, to understand your customers? • How to build and grow long term relationships of joint value with your customers • Are you engaging with all the right people at the right level? How to get access to the decision makers • The cross sell / up sell matrix and defining existing growth opportunities • Communication – how and when? • How to strengthen your position against your competition, build loyalty and trust
TARGET AUDIENCE
The course is designed for: • Relationship Managers • Relationship Officers • Credit officers • Sales officers • Bank Operations officers • Team leaders • Personal Bankers • Anyone tasked with maintaining and developing business through existing customers.