Support Account Management:
Tools and Techniques for Top
Performance Two-day Workshop
| Windsor, England |
February 9-10, 2009 |
Arm your support account managers (SAMs) with the relationship skills and account management tools they need to proactively increase customer loyalty while generating new business. In this highly-interactive two-day workshop they will learn the width and depth of capabilities required of top performing support account managers, plus the mindset needed to deal effectively at all levels within their accounts. They will be provided the proven tools that will accelerate building trust while effectively managing relationships both within their accounts and within their companies. Attendees will have the chance to plan and practice real-life situations with their key accounts. Participants will leave the workshop with enhanced capabilities, powerful resources, and the energy and confidence to drive their success.
Workshop Topics
- Unit One: The Roles and Responsibilities of the Value-Adding SAM
- Unit Two: It’s All About Trust
- Unit Three: Building Business Acumen
- Unit Four: Strengthening Relationship Skills
- Unit Five: Developing Business
- Unit Six: Strategic Account Planning
- Unit Seven: Reinforcing What Is Learned
How Attendees Benefit
- Define the benefits of effective support account management to the customer, the company, and the SAM
- Discover how to effectively communicate value to a customer executive within 30 seconds
- Understand the four core competencies of top performing SAMs and their critical expectations
- Grasp the huge value potential of being seen as a trusted advisor by customers
- Assess their own behaviours using a trusted advisor checklist
- Find out what separates trusted advisors from everyone else
- Learn what it takes to build business acumen
- Communicate bad news appropriately
- Handle escalations effectively and efficiently
- Understand customer’s buying process
- Enhance the key relationship skills of listening, probing, dealing with resistance, and persuasively presenting ideas
- Practice using the relationship skills in customer situations of their choosing.
- Learn the business development process
- Establish trust to accelerate building strong client relationships
- Balance customer advocacy with company advocacy
- Persuade others beyond your control
- Leverage resources for the highest customer satisfaction and maximum company profit
- Influence the senior executive
- Master tools for gaining project/engagement commitment
- Understand why SAMs (and all professionals) “sell”
- Discuss which of the six levels of business development is most appropriate for attendees and their organization
- Learn and practice usage of six key account management tools
- Develop a real-world action plan
Who Should Attend
- Support account managers
- Technical account managers
- Tier three support experts
- Managers of key support personnel
- Everyone tasked with providing support for important accounts
What Participants Say About This Course
| The bottom line is that we got our SAM program off to a fast start all over the world. This training gave everyone the right communication skills, powerful tools, and the confidence and commitment to be effective immediately. I highly recommend this workshop to anyone wishing to build stronger customer relationships and generate more profitable revenue. |
| |
McAfee, Support Big Shot |
| The account management tools in this workshop are very powerful. Our people were able to put them to use immediately, and the results were a very big improvement in the relationships with our key accounts. |
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The Athens Group, CEO |
| The workshop provided me with valuable insights into the world of consulting. It helped in maintaining a high level of interest throughout the workshop. All in all, a great experience and a worthwhile workshop for me! |
| |
Shell USA, Senior Advisor |
Contact SGSA to Register
Dr. James Alexander, founder of Alexander Consulting, is
a services thought leader and
the premier researcher, writer,
and speaker on the topic of
professional services strategy.
He has authored or co-authored
dozens of articles, white papers,
research reports, and books.
Jim has taught at major universities
in the U.S., Europe and Mexico,
and was selected as the "Services
Pundit" for IBM Global
Services 2003 Headlights Program.
In addition, he was the U.S.
Department of Commerce's e-business
subject-matter expert of their
Latin American e-business Fellowship
Program from 2001 through 2004.
Jim is a renowned expert on identifying
critical service trends and issue,
defining benchmarks and best practices
and clearly articulating this
information to the business world.
He is a trusted advisor and executive
coach to many senior executives
of leading services organizations,
helping them navigate the journey
from business-as-usual to business-as-exceptional--high-performance,
professional services businesses.
Please contact: Jim
Alexander
alex@alexanderstrategists.com
239-283-7400
|
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