It's much easier

to retain a client than sell a new one

Winning a new customer is only the beginning. Keeping a loyal client gives us greater sales revenue at a much lower cost. STAR Account Manager offers valuable insights to help you to service your clients, ensure expectations are met, retain your clients and help them grow.
Watch Intro Video

Video

Overview

  • Rationale

    We go to monumental efforts to win customers, but do we have solid plans in place not only keep them, but to grow them? According to research from Ogilvy it costs upwards of five times more to win a new customer than it does to keep an existing happy one. Therefore, strong account management should be a vital part of our sales strategy in order to lower the cost-of-sale. It’s a small market out there; let’s keep the customers we’ve got.

  • Problem

    Here’s a small test – Can you state your ‘share of wallet’ percentage with your top 10 accounts – that is, how much of their spend is with your company as opposed to your competitors? Sad to say, many account managers service their clients but do not actively grow them. If they did, they would know the answer to this test question.

    This programme will provide participants with awareness of the importance of their role as account managers, and the tools necessary to greatly enhance their account management capability. They will better manage and maintain happy customers whilst retaining them, applying organic growth strategies to greatly expand their ‘share-of-wallet’.

  • Delivered by experts

    This course was designed by experts who have sold millions of dollars worth of products and services to existing accounts. Find out how they did it, and what you can do to service, retain, and grow your hard won customers.

Outcomes

Users will while completing this course learn how to:

  • Maximize sales with existing clients

  • Manage their clients creating active engagement and enhance relationships

  • Apply robust retention strategies to keep clients longer

  • Lower the cost-of-sale

  • Apply Organic Growth strategies to grow the value of accounts

  • Apply consultative strategies to grow accounts

  • Manage risk by managing data

Course curriculum

  • 1

    1. Introduction

    • Welcome!

    • Introductory Video

    • Strategic Account Plan Download

  • 2

    2. The 3 Faces of Account Management

    • The 3 Faces of Account Management

    • The 3 Faces of Account Management Video

    • The 3 Faces of Account Management Quiz

  • 3

    3. Profiling Your Account

    • Profiling Your Account

    • Profiling Your Account Video

    • Profiling Your Account Quiz
  • 4

    4. Establishing Your Call Cycle

    • Establishing Your Call Cycle

    • Establishing Your Call Cycle Video

    • Establishing Your Call Cycle Quiz

  • 5

    5. Determining Current Spend

    • Determining Current Spend

    • Determining Current Spend Video

    • Determining Current Spend Quiz
  • 6

    6. Manage Your Internal Customer

    • Manage Your Internal Customer

    • Manage Your Internal Customer Video

    • Manage Your Internal Customer Quiz
  • 7

    7. and 8. Understanding Behavioural Styles

    • Understanding Behavioural Styles

    • Understanding Behavioural Styles (Part 1) Video

    • Understanding Behavioural Styles (Part 1) Quiz

    • Understanding Behavioural Styles (Part 2) Video

    • Understanding Behavioural Styles (Part 2) Quiz
  • 8

    9. Client and Team Structure

    • Client and Team Structure

    • Client and Team Structure Video

    • Client and Team Structure Quiz
  • 9

    10. The Dangers of Relationship Selling

    • The Dangers of Relationship Selling

    • The Dangers of Relationship Selling Video

    • The Dangers of Relationship Selling Quiz
  • 10

    11. and 12. Account Retention Strategies

    • Account Retention Strategies

    • Account Retention Strategies (Part 1) Video

    • Account Retention Strategies (Part 1) Quiz

    • Account Retention Strategies (Part 2) Video

    • Account Retention Strategies (Part 2) Quiz

  • 11

    13. Organic Growth Strategy

    • Organic Growth Strategy

    • Organic Growth Strategy Video

    • Organic Growth Retention Strategy Quiz
  • 12

    14. Finding New Pain

    • Finding New Pain

    • Finding New Pain Video

    • Finding New Pain Quiz