Key account management
CUSTOMER CONVERSATIONS
Key accounts typically represent a disproportionate percentage of your revenue. While your product and pricing need to be strong, it’s your key account managers who ultimately keep customers for the long term.
Key account management conversations differ from selling conversations as they aim to assist in achieving the client’s strategic goals, leverage product knowledge and business acumen to provide competitive advantage and deepen the emotional bond of a great client relationship.
GRIST’s key account management conversations program focuses on developing the skills to have effective and strategic conversations and agree on clear steps of implementation. There is an art to being on the side of your client and meeting your own organisational objectives. GRIST’s KAM Conversation framework, helps KAMs to identify the small changes in their conversations that can yield big results.
‘Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.’
— Steve Jobs, Co-founder, chairman and CEO of Apple
Key components
The psychology of performance
The power of micro-behaviours
The Key Account Management framework and how to use it to enhance performance
Creating connection & understanding needs
Communicating value & gaining agreement
Adding value & maintaining momentum
Building a resilient mindset
Ask us how this program can be supported by AI-enabled learning
Program outcomes for participants
To develop Key Account Managers who can work alongside their partners to:
drive growth and add value
provide insights through strategic conversations
build key relationships
assess performance against the Key Account Management framework
demonstrate a resilient mindset
Program duration
Face to face workshops, or
Virtual spaced and paced workshops, or
Leader-led implementation with support resources
Pre-work
Bring a recording /transcript of a customer service conversation