Client Management© -
For Non-Sales People - Overview

Client Management© focuses on the "soft" skills required to build successful relationships. It was developed from fieldwork, surveys and research to determine the best practices used in developing satisfied customers. Dozens of experts, in the field of account management, were consulted, including; CEO's, Client Service Executives, Field Sales and Client Service Reps, to design the most up to date and practical system for Client Management available today.

This program covers the following areas of Client Management©:

• Objectives of Client Management- The basic goals of Client Management©: documenting client profiles, developing satisfied customers and creating references and referrals.

• Client Management Basics - The roles, activities and responsibilities of Client Mangers.

• Understanding the Client - Information sources, understanding the Client's business and organizational culture.

• Managing Client Expectations - Examining your record of communicating vertically and horizontally with the client and your success as a problem solver.

• Identifying Client Challenges - Identify issues and problems that are important to the client which you can help resolve.

• Getting Client Cooperation - Developing a value proposition and getting the client to agree. Design a strategy and present your solutions. Assess your chances of expanding the engagement.

• Client Profile© - Throughout the program, participants build Development Plans© for actual clients. In this activity, the plan is reviewed and recommendations are made for improvement.

Client Management© utilizes highly interactive techniques. Participants use their own live accounts to apply what is learned and an easy to use Client Profile©.

Existing clients can be an extremely valuable source of new business. Client Management© provides the tools and methods to insure that you apply your time and resources to the right clients.