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