Specialist Trainers in Behavioural Change

Client Relationship Management

sales and busienss development
What are the programmes all about?

It is generally accepted that in business, one of the prime reasons for losing key accounts is the neglect or mismanagement of them. Pareto’s Law will indicate that 80% of a company’s revenue will come from their top 20% of accounts and therefore these accounts should be treated as an asset of the business.

These courses cover the key aspects of portfolio account management and explore how to protect and strengthen the client relationship. The courses include a number of practical exercises to assist learning, working with real-life client situations brought to the workshop by the delegates.

Who are they designed for?

All staff who are involved in managing key clients with a responsibility for maintaining and developing the client.

What are the course objectives?

  • A more structured approach to managing a mixed portfolio of clients, resulting in more loyal clients.
  • Improved communications and personal relations
  • Improved leadership and stronger performance management skills
  • Increased initiative and creativity in managing the account.
  • Increased protection of future sales revenues through implementing an account strategy to develop the business relationship

Developing the account

  • What are the qualities of top relationship managers?
    • Agreeing on the traits of a successful developer of business
  • Working through preparation for a business development meeting
    • How well do we prepare and what should we prepare?
  • Assessing our questioning techniques
    • In-depth examination of our ability to ask quality questions
  • Developing the account; extracting a full brief:
    • Being more effective in front of clients/prospects
  • Understanding the reasons why people buy and linking them to our services
  • Application of the learning to our own accounts
    • Tailored exercise to the clients
  • The close and greater self-assurance
    • Reviewing the delegates’ ability to gain commitment

Key account relationship strategy

  • Introduction to the importance of having a strategy
    • The six steps to formulating a strategy
  • Analysing our position and what you are trying to accomplish:
    • What are your objectives and aims?
  • Evaluating the situation relating to our relationship with our client and moving it forward:
    • Looking at the five essential elements
  • Determining what your current strategy is at the moment and what it needs to be in the future:
    • Setting a strategy for the account
  • Repositioning yourself and your firm to achieve the goals:
    • What other factors should we also consider?
  • How and where should we invest our time and money

Strategic alignment / time management / networking

  • Diagnosing the current business situation
    • An in-depth look at the four essential elements and identifying the degree of alignment between them; clients, strategies, culture, leadership
  • Establishing a plan of action based on individual accounts, to align the PADI logics
  • Time management principles
    • Identifying key principles of ‘textbook’ time management
    • Task evaluation and prioritising work
  • Having a planned approach to networking
    • Giving information, sharing information and asking for assistance
  • The Dos and Don’ts of networking
  • Working the roo
    • Tips on how to influence people at business events, breakfast meetings and the proverbial cocktail party…

What will the delegates have to do?

Prior to the course we ask the delegates to consider their personal objective in attending the course.

Delegates bring to the programme ‘real’ accounts which they are currently managing. The delegates develop a strategy during the programme, to strengthen their business relationship within these accounts, over the next 1-3 years.

How long do the courses last?

The duration of the courses is typically between four to six days.

If this sounds like the type of programme that can make a difference within your organisation, please contact us about our Client Relationship Management programmes.

Or call us on +44 (0)1832 732560 and speak to one of the team.

 
Suite2a,
Game Barn,
Polopit,
Titchmarsh,
Kettering,
Northamptonshire
NN14 3DL