• Why Account Management?

• Account Management definition

• Account Management Model

• Establishing the Account Management approach using the 5 level relationship model

• Account analysis using strength / attractiveness criteria - attractiveness of the account to you, your relative strength and ability to realise the potential

• How customers position suppliers. Where are you now? Where do you want to be?

• Account Maintenance;

- Resource management

- Performance measurements

- Planning and chairing account reviews

- 6 point framework

- Managing and developing the contact relationship

- Account maintenance plan

• Account Development

- Developing knowledge of the account and their business

- 8 key factors, using the "Web" Model

- Building the contact network

- the 7 dimensions of influencers and decision makers

- Project and resource management

- Account development planning; goals, strategy, milestones and action plans