Key Account Management & Customer Relationship Management

Key Account Management & Customer Relationship Management

Key Account Management (KAM) & Customer Relationship Management (CRM) increases the likelihood of retaining and growing the 20% of customers that contribute 80% of revenue. The format of this Training above will be classroom training at the client’s premises.

The content to be covered during the Training will be as per below:

  • Defining Key Account Management (KAM) & Customer Relationship Management (CRM)
  • Selecting Key Accounts and Relationship Building processes
  • Benefits vs Costs of KAM & CRM
  • Migrate relationships into long-term partnerships & developing a loyal customer
  • Effective skills to persuade and motivate the key buyers, influencers and decision-makers.
  • Actively listening, understanding and resolving customer needs & concerns
  • Securing increased and profitable business from your key accounts – Growing share of wallet
  • SWOT / Competitor Analysis
  • Defending your organization against competitors / substitute products (promoting value adds as opposed to price)
  • Negotiating skills & Contract management
  • Scheduling regular site visits or call cycles
  • Building and maintaining relationships with internal key colleagues that service and support your key accounts (Operations, Accounts, etc.)

Download course outline here

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