Maximise Profitability through Exceptional Client & Account Management Skills

Introduction 1 lecture 04:07 Course Introduction Introduction to this account management course covering the A to Z of everything you need to know about client management. Introduction 1 lecture 04:07 Course Introduction Introduction to this account management course covering the A to Z of everything you need to know about client management. Course Introduction Introduction to this account management course covering the A to Z of everything you need to know about client management. Course Introduction Introduction to this account management course covering the A to Z of everything you need to know about client management. Course Introduction Introduction to this account management course covering the A to Z of everything you need to know about client management. Course Introduction Introduction to this account management course covering the A to Z of everything you need to know about client management. Introduction to this account management course covering the A to Z of everything you need to know about client management. Introduction to this account management course covering the A to Z of everything you need to know about client management. The role of a client/account manager 6 lectures 17:30 What is the role of a client or account manager? What is the role of a client manager? Learn why it's much more than just making the client happy! The key to great client management and customer service If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. Understanding your customers How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. Step by step guide to creating your customer personas A step by step guide to creating your customer types or personas including a downloadable workbook How to use your customer personas Now you have defined your customer personas, how do you use them in your day to day business? Creating accountability with clients Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship The role of a client/account manager 6 lectures 17:30 What is the role of a client or account manager? What is the role of a client manager? Learn why it's much more than just making the client happy! The key to great client management and customer service If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. Understanding your customers How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. Step by step guide to creating your customer personas A step by step guide to creating your customer types or personas including a downloadable workbook How to use your customer personas Now you have defined your customer personas, how do you use them in your day to day business? Creating accountability with clients Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship What is the role of a client or account manager? What is the role of a client manager? Learn why it's much more than just making the client happy! What is the role of a client or account manager? What is the role of a client manager? Learn why it's much more than just making the client happy! What is the role of a client or account manager? What is the role of a client manager? Learn why it's much more than just making the client happy! What is the role of a client or account manager? What is the role of a client manager? Learn why it's much more than just making the client happy! What is the role of a client manager? Learn why it's much more than just making the client happy! What is the role of a client manager? Learn why it's much more than just making the client happy! The key to great client management and customer service If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. The key to great client management and customer service If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. The key to great client management and customer service If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. The key to great client management and customer service If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. If we understand exactly who our customers are then we will have an effective relationship with them. This lesson introduces the concepts of a customer persona. Understanding your customers How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. Understanding your customers How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. Understanding your customers How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. Understanding your customers How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. How do you define your customer persona? This lesson outlines the approach to working out who they should be and how to define them. Step by step guide to creating your customer personas A step by step guide to creating your customer types or personas including a downloadable workbook Step by step guide to creating your customer personas A step by step guide to creating your customer types or personas including a downloadable workbook Step by step guide to creating your customer personas A step by step guide to creating your customer types or personas including a downloadable workbook Step by step guide to creating your customer personas A step by step guide to creating your customer types or personas including a downloadable workbook A step by step guide to creating your customer types or personas including a downloadable workbook A step by step guide to creating your customer types or personas including a downloadable workbook How to use your customer personas Now you have defined your customer personas, how do you use them in your day to day business? How to use your customer personas Now you have defined your customer personas, how do you use them in your day to day business? How to use your customer personas Now you have defined your customer personas, how do you use them in your day to day business? How to use your customer personas Now you have defined your customer personas, how do you use them in your day to day business? Now you have defined your customer personas, how do you use them in your day to day business? Now you have defined your customer personas, how do you use them in your day to day business? Creating accountability with clients Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship Creating accountability with clients Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship Creating accountability with clients Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship Creating accountability with clients Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship Managing client expectations and delivery levels 6 lectures 22:18 How to stop over servicing Over servicing is a massive issue for many companies, especially for service based businesses. So how do you handle this and how can you push back on the client? The difference between a 'standard' service and an 'extra' How can you ensure your client understands what the difference between a 'standard' service and something you do as an 'extra' - which should generate loyalty for you from the client? How your customer evaluates your service levels How does your customer evaluate the service levels you offer? This lecture gets you to stand in the customer's shoes. How to say NO to a client A strong client manager is able to push back and say 'no' to a customer when appropriate. How can you do this without fear of losing the client? Dealing with project change and cost Projects will always change. You can't know at the start what might happen so how do you manage project change? This lecture explores best ways to manage expectations and deal with change in a professional way. Selling on value not time When we sell TIME we commoditise what we do and this leads to discounting. So how do you identify the VALUE of what you deliver your customers and be sure that is what you are selling? Managing client expectations and delivery levels. 6 lectures 22:18 How to stop over servicing Over servicing is a massive issue for many companies, especially for service based businesses. So how do you handle this and how can you push back on the client? The difference between a 'standard' service and an 'extra' How can you ensure your client understands what the difference between a 'standard' service and something you do as an 'extra' - which should generate loyalty for you from the client? How your customer evaluates your service levels How does your customer evaluate the service levels you offer? This lecture gets you to stand in the customer's shoes. How to say NO to a client A strong client manager is able to push back and say 'no' to a customer when appropriate. How can you do this without fear of losing the client? Dealing with project change and cost Projects will always change. You can't know at the start what might happen so how do you manage project change? This lecture explores best ways to manage expectations and deal with change in a professional way. Selling on value not time When we sell TIME we commoditise what we do and this leads to discounting. So how do you identify the VALUE of what you deliver your customers and be sure that is what you are selling? How to stop over servicing Over servicing is a massive issue for many companies, especially for service based businesses. So how do you handle this and how can you push back on the client? How to stop over servicing Over servicing is a massive issue for many companies, especially for service based businesses ools are on the market to aid with planning, profitability and communications? In this lesson we look at 3 types of tool that you can use:

Time recording

Project planning (to...