Key Account Management

2012 Dates: 5 June - 6 June, 10 December - 11 December
Venue: IIR Training House, Rosebank, Johannesburg
Contact: This email address is being protected from spambots. You need JavaScript enabled to view it.

Learn how to use a 6-step plan to comprehensively implement improved KCRM and KAM techniques

Step 1: Gathering the right type of information about your customers’ business, products and market and correctly using this information in your key account strategy
Step 2: Developing a KCRM and KAM strategy reflective your customers’ needs
Step 3: Accessing the communication and negotiation skills required - Securing and retaining lucrative business deals
Step 4: Building a good relationship with all the decision makers and influential parties in your target account
Step 5: Improving bottom-line profitability through improved customer relations
Step 6: Successfully maintaining and growing your existing key accounts - nurturing your customers’ growing business needs

Making Key Account Management work:

• Understand the right key accounts to manage, involving them in the process and including key prospects in this approach
• Set out suitable two-way plans and structuring the right team approach (this can be different by account)
• Develop key account management skills and competencies to deliver
• Ensure your key account management proposition is different to your standard proposition
• Ensure you are building the right knowledge/database on your key accounts, which are often different to other accounts
• Continually measure and monitor the results of your key account management activity and address/reclassify where appropriate.
Liz Machtynger, Managing Director, Customer Essential