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CREM is a service provider in the areas of Research, Enterprise, workforce management training delivery across Nigeria and West Africa. CREM is set to equip organization’s human resources with skills, competences and change creating capacities.

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CREM Nigeria
CREM Nigeria
  • Home
  • About Us
    • Who We Are
    • Management Team
    • Our Customers
    • Careers
      • Vacancies
      • Upload Resume
    • Take Video Tour of CREM’s Facility
    • News & Event
    • CREM Gallery
  • Services
  • e-Learning
  • Research Portal
    • Articles
    • Insights
  • Training
    • 2025 Open Training Calendar
    • Training Registration
  • CREM Alumni
    • Registration
  • Contact Us
    • FAQs
CONTACT US

Key Account Management

  • April 8, 2025
  • CREM Nigeria
  • 0
Key Account Management

Training Outcome

This training on Key Account Management, will leave participants with a clear understanding of how to manage and grow key accounts effectively, boosting customer satisfaction and maximizing revenue.

Day 1

Understanding Key Account Management

  • Definition and importance of Key Account Management (KAM)
  • Characteristics of key accounts for a premium tiles company
  • Differentiating key accounts from regular accounts

Identifying and Prioritizing Key Accounts

  • Criteria for identifying key accounts
  • Analyzing account profitability and potential
  • Account prioritization matrix

Building Strategic Customer Relationships

  • Principles of trust and rapport building
  • Understanding client business needs and goals

Account Planning and Goal Setting

  • Developing account plans: Objectives, strategies, and actions
  • Goal setting aligned with the company’s strategic priorities
  • Tools for account planning (e.g., SWOT analysis, customer journey mapping)

Day 2: Advanced Key Account Management Skills

Communication and Negotiation Skills

  • Effective communication techniques for key account managers
  • Active listening and addressing customer objections
  • Negotiation strategies tailored for premium clients

 Leveraging Data for Key Account Insights

  • Utilizing CRM tools for account management
  • Data analytics to track account performance
  • Forecasting demand and customer trends

Problem Solving and Conflict Resolution

  • Handling customer complaints and conflicts effectively
  • Proactive approaches to issue resolution

Upselling and Cross-Selling Strategies

  • Identifying opportunities to expand account value
  • Introducing complementary products and services (e.g, design consultancy)

Measuring Success and Continuous Improvement

  • Key performance indicators (KPIs) for KAM success
  • Feedback loops for ongoing improvement
  • Developing personal action plans
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