Description
Modules
- Introduction* puts into very clear perspective the critical importance of utilising ASPIRE’s practical best practice for maximising the probability of increasing success for you, your company and your clients in today’s ever-changing business world.
- What is Account Management?* defines the mission statement, purpose, definition/goals, scope, need & boundaries which are crucial for the ongoing account management & development of all your clients.
- Glossary* provides comprehensive definitions, terms & explanations which are essential to understand when pursuing account management & development excellence on an ongoing basis.
- Supplier Account Manager role, responsibilities, attributes, priorities, practice, dangers & pitfalls are all fully explained.
- Supplier Values, Ethos & Image covers fairness, ethics, openness, quality, client interface, delivery & sales.
- The Client includes client psyche, culture, expectations, critical success factors and how to deal with difficult people & avoid potential problem situations.
- Current Position & Fact-Finding includes how to fully research and validate the current position & underlying characteristics of any client in addition to the fact-finding required to build a comprehensive account file.
- The Account File defines all the information needed for best-in-class account management.
- Account Action Planning is driven by a mission statement, strategy, goals & targets to maximise your chances of success.
- SWOT Analysis is a technique used to evaluate the strengths, weaknesses, opportunities & threats of any given situation which enables you to keep ahead of the competition. This module covers everything you’ll need including preparation, questions to ask and what to do next.
- Balanced Scorecard covers management, finance, people, client & sales in the pursuit of your continuous improvement for all aspects of performance.
- Account Performance Reviews includes agenda, contractual commitments, budgets & forecasts, sales & marketing, competitors, client relationship, issues, risk management & client satisfaction surveys.
- Client Contact Management (CCM) covers all the processes & protocols needed to establish key personal contacts throughout the client organisation.
- Relationship Management focusses on developing comprehensive, effective & consistent business relationships throughout the client organisation, covering client contact, people, work, entertainment & issues.
- Personal Appearance & Manner provides the essential checks needed to ensure positive first impressions & ongoing client co-operation.
- Personal Conduct & Practice addresses the need to ensure ongoing client commitment, teamwork & the best business outcomes and includes confidentiality, issues & opportunities.
- Generic Client Interface focusses on the best practice for engaging with clients, identifying sales opportunities & threats to future business, communication & foreseeing potential problem areas.
- Personal Performance & Objectives covers the essential need for anyone engaging with clients to be absolutely clear on what is expected of them regarding knowledge, professionalism & output.
- Sales Propositions & Opportunities includes the essential checklists for developing new propositions & identifying opportunities to secure further sales orders, many of which may initially be obscure or completely hidden.
- Sales Opportunity Qualification provides a unique breakdown of all the checks needed to qualify any sales opportunity throughout the sales process.
- Account Progress Reviews with the Client includes preparation, comprehensive agenda items (including business updates, performance, sales & client/supplier interaction), key points to raise & post review actions.
- Interviews Conducted by the Client includes objectives, research, questions asked, questions to raise & post interview review.
- Client Satisfaction Surveys includes how to compile questionnaires, identify key areas of interest, tailor questions & score results.
- Risk Management provides comprehensive coverage for managing all aspects of risk which is crucial for achieving the very best outcomes in the ongoing management & development of any client account.
- The 20 Golden Rules* focusses on the twenty crucially important rules to be followed throughout the ‘life’ of any client; these are the golden nuggets for achieving, and then increasing, performance excellence when managing any client account, no matter how big, how small.
* = Bonus Modules
