- Key Account Management (KAM) defined
- The changing nature of sales force activity
- Definition of key account management
- Criteria for qualifying Key Accounts (KA)
- Strategic accounts versus key accounts
- Objectives of KAM
- Managing customer profitability and Customer Relationship Management (CRM)
- Definition and goals of CRM
- The value of loyalty
- Acquisition costs and life time value (LTV)
- Account analysis: defining and selecting KA
- KAM: best practice actions
- Account analysis insights
- Account analysis methods
- The single factor models
- The portfolio models
- The decision models
- Important ‘KPIs’ for KA qualification
- Computing the cost per call
- Break even sales volume
- Result based simulation
- Key account relational development model
- Business partnership defined
- The partnership skill set
- The KA relational development model
- Pre-relationship stage
- Early relationship stage
- Mid-relationship stage
- Partnership relationship stage
- Synergetic relationship stage
- Reasons for divesting partnerships
- The KA quiz
- The Key Account Planning process (KAP)
- Two layers of planning
- Prioritizing efforts
- Important business analysis
- Customer analysis
- Past business analysis
- Competition analysis
- Identifying opportunities
- Developing account strategy
- The critical role of key account managers
- Understanding the role and responsibilities of key account managers
- Harnessing daily to-do-lists to optimize sales productivity
- Identifying and working with different personality styles
- Presentation skills for key account managers
- Business development: overview and best practices
- Business development: definition and scope
- Account analysis and qualification: an overview
- The new landscape of account management and BD
- Understanding the buy-sell ladder model
- Client classification: building an ideal client profile
- Understanding and working the customer loyalty ladder
- Building and leading the business development team
- Stages in team formation
- Building a high performance team
- Defining team roles
- The team motivation mix
- Management versus leadership
- Practices of exemplary leaders (industry practices)