Key Account Management
In-Person/Online
3 Days
English/Arabic
Learning Objectives
Identify the dynamics of account management, clients’ needs and buying behaviors. Plan and analyze a process to manage your key accounts successfully. Implement ways to create, build and maintain positive working relationships with your customers. Maintain customers’ account, maximize loyalty & engagement, and increase revenue.
In-Person/Online3 Days
English/Arabic
Learning Objectives
Identify the dynamics of account management, clients’ needs and buying behaviors. Plan and analyze a process to manage your key accounts successfully. Implement ways to create, build and maintain positive working relationships with your customers. Maintain customers’ account, maximize loyalty & engagement, and increase revenue.
Modules
Module 1: Introduction to key Account Management (KAM)
- Overview and definition
- The way of influencing your distributors
- How is managing accounts measured?
- 20-80 rule
Module 2: Understanding Your Customers (Distributors)
- Who are your customers?
- Defining customer needs and expectations
- Identifying customer needs and expectations
Module 3: Analyzing Your Key Accounts
- Studying GAP analysis
- SWOT analysis
- PESTLE analysis
- Helping your accounts buy
- Consultative selling
- Generating an improvement plan for your distributors to enhance sales
Module 4: Client Consultation
- Preparing for meetings
- Most important factors to discuss in a meeting
- Making the most of these meetings
Module 5: Account Management = Relationship Management
- Planning and mapping your accounts
- Building rapport
- Listening and questioning
Module 6: Customer Engagement Programmes
- Importance of building customer relationships and increasing customer loyalty
- Objectives of engagement programmes
- Types of customer engagement programmes
- Reviewing activities for existing customer engagement programme
Module 7: After Sales Services
- What are the types of after sales services?
- Importance of aftersales
- Value added in aftersales services
- Factors related to aftersales service
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