Location

Community Services & Continuing Education - Alexandria

Objectives

• The course aims to:• Define the functions of key accounts and their importance for the commercial organization.• Identify and prioritize key accounts to measure their profitability and qualify their strategic importance for their company.• Classify the different levels of customer relationships to enhance the way they interface with customers.• Develop customer focused plans and strategies needed in the development of key accounts.• Build core key account competencies to meet the ever changing challenges in the market.• Understand CRM and its tools.• Managing CRM and its analytics.• Implementing CRM in organizations

Outcomes

By the end of this course, students should be able to:Classify the different levels of customer relationships to enhance the way they interface with customers. Develop customer focused plans and strategies needed in the development of key accounts. Build core key account competencies to meet the ever changing challenges.

Course Contents

• Introduction and principles of key account management.• Account Prioritization.• Account Planning & Objective Setting.• Decision maker mapping.• Introduction to CRM.• Managing processes in CRM.• Analytics in CRM.• CRM tools. • Implementing CRM in an Enterprise.• CRM Case studies.