1. SCENARIO, DEFINITION & SCOPE
1.1 Introduction
Introduction to all aspects of best practice account management & development using focussed paragraphs & bullet points for easy reference
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1.2 What is Account Management?
Easy to understand guide covering purpose, definition, scope, need & boundaries of account management & development
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1.3 Glossary
Comprehensive glossary of definitions, terms & explanations relating to all aspects of account management & development
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2. SUPPLIER ACCOUNT MANAGER
2.1 Supplier Account Manager
Role, responsibilities, attributes, priorities, practice, dangers & pitfalls all fully explained
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3. ACHIEVING CLIENT SYNERGY
3.1 Values, Ethos & ImaGE
Covering people, fairness, ethics, openness, communication, quality, clients, delivery & sales
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3.2 The Client
Includes the client psyche, culture, expectations, critical success factors, difficult people & avoiding problems
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4. INFORMATION ESSENTIALS
4.1 Current Position & Fact-Finding
How to fully research and validate the current position of any Client account and understand the fact-finding required to build a complete Client Account File
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4.2 the Account File
All the information & data items required for a complete Client Account File
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5. PLANNING & REVIEW
5.1 Account Action Planning
Account action planning is driven by a mission statement, goals & targets to significantly improve chances of success
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5.2 SWOT Analysis
SWOT analysis covers strengths, weaknesses, opportunities & threats in order to stay ahead of the competition
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5.3 Balanced Scorecard
Balanced scorecard covers management, finance, people, Client & sales in the pursuit of continuous improvement for all aspects of performance
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5.4 Account Performance Review
Account performance review includes agenda, contractual commitments, budgets & forecasts, sales & marketing, competitors, client relationship, issues risk management & satisfaction surveys
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6. THE CLIENT INTERFACE
6.1 Client Contact Management
Client contact management covers all processes & protocols needed to establish key personal contacts throughout the Client organisation
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6.2 Relationship Management
Relationship management explains how to develop comprehensive, effective & consistent business relationships throughout the Client organisation
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6.3 Personal Appearance & Manner
The personal appearance & manner needed to ensure positive first impressions and Client co-operation
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6.4 Personal Conduct & Practice
The personal conduct & practice needed to ensure ongoing client commitment, teamwork & the best business outcomes
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6.5 Generic Client Interface
Generic client interface covers best practice for engaging the Client, sales opportunities, threats to future business, communication & difficulties
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6.6 Personal Performance & Objectives
Personal performance & objectives emphasise the need for everyone to be absolutely clear on what is expected of them regarding knowledge, professionalism & output
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7. SALES
7.1 Propositions & Opportunities
Essential checklists for developing sales propositions & identifying opportunities to secure further sales
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7.2 Opportunity Qualification
Sales opportunity qualification provides a unique breakdown of all the checks needed to qualify any sales opportunity
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8. CLIENT REVIEWS & INTERVIEWS
8.1 Account Progress Reviews with the Client
Account progress reviews with the Client include preparation, comprehensive agenda items & key points to raise
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8.2 Interviews Conducted by the Client
Interviews conducted by the Client cover objectives, research, questions asked & questions to raise
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9. CLIENT SATISFACTION SURVEYS
9.1 Client Satisfaction Surveys
Covers all aspects of Client satisfaction surveys & how to compile questionnaires including key areas of interest, tailoring questions & scoring
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10. RISK MANAGEMENT
10.1 Risk Management
Comprehensive coverage of all aspects of risk management for the successful management & development of any Client account
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11. THE 20 GOLDEN RULES
11.1 The 20 Golden Rules
The 20 golden rules of account management & development cover the Client, Supplier practice, people, sales & management
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FREE OF CHARGE with Packages
“designed to deliver outstanding Account Management & Development performance while building robust business relationships with increasing integrity”
PACKAGES
MASTER Process: 25 modules
STARTER Process: 16 modules
STARTER-to-MASTER Top-up: 9 modules
“maximising the probability of success for you, your company and your clients, everyday, everywhere”
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75% PRICE DISCOUNT FOR LIMITED PERIOD
‘ASPIRE’ (How To Manage Any Client) ™
Account Management & Development
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