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Event Series:
Project Results with People
Project Results with People: Managing Client Accounts
July 21 @ 9:30 am - 5:00 pm
Are you the jam in the sandwich?
Are you or your team under pressure to maximise the revenue of your client portfolio, yet wanting to represent their needs and requirements properly? How can you ensure you’re getting the most you can from your clients without rocking the boat? Do you have a plan?
Course Synopsis
In this one-day fast-paced course you’ll learn the vital importance of client account management, the skills you need to interact effectively with them, how to categorise them and, most importantly, how discern their challenges and issues – ones that you can address.
By the end of this course, you will be able to categorise your clients and put together a whole new client account management plan aimed at maximum
revenue alongside with increasing client satisfaction and approval.
Who Should Attend?
This course is ideal for anyone who works with clients, especially in service industries such as software or support, for example:
• Client Account Managers or Engagement Managers
• Technical Account Managers
• Business Development Executives or Managers
• Project and Programme Managers
• Business Owners
The course is presented as a combination of lectures, discussions and hands-on team exercises.
Course Agenda
| Subject | Description |
|---|---|
| Introduction & Course Positioning | Round-table introduction Course plan Discussion of any special requirements |
| The Vital Importance of Client Account Management | Your client’s view of you and your company What is most important to customers? |
| Skills to Manage Clients | The right skills to have, ranking your skills, six levels of service, how now to jeopardise a relationship Team dynamics, cultural considerations, methods to build solid relations |
| Where to Concentrate your Resources | How close should we be to our customers? What our clients are looking for in you. Five forces (Porter) |
| Planning for Growth | Identifying key accounts, account selection criteria, relationship stages and the client lifecycle |
| Ethics | What a mediator can and cannot do |
| Summary & Close | Summary of the day Questions and Answers Certificate presentation and closing |
* all subjects will be covered, however the presenter may modify or emphasise some topics depending on the skills and experience of the attendees
