Key Account Management Skills Central

Course details

PROGRAMME OBJECTIVES

By the end of this workshop, participants will be able to :

• Understand the importance & impact of attracting, retaining & growing key accounts.
• Applying customer-centric key account servicing techniques for better customer relations management.
• Formulate key account servicing strategies to get more business & referrals

PROGRAMME OUTLINE:

• Life-Time Value of Key Accounts & Cost of Core Customer Defection
• Key Enablers to Exceed Customer Expectations
• The Key Account Servicing Cycle
• Knowing Your Core Customers: The Three-by-Three Penetration Technique
• Hi-Touch Service Techniques : Understanding their Challenges & Concerns
• Enchanced Competence & Differentiation to Wow Customers
• Developing Key Strategies for Business Growth & Referrals
• Service Scan & Value Creation : Opportunities & Capabilities
• Developing Creative Solutions through Customer Consultation

METHODOLOGY

Experiential learning through role-plays, interactive games, self-evaluation & discovery as well as group exercises and critiques though work place case study.